Nationwide Failure to notify of accruing cusrges

ItsComingRome

phillw said:

Successful complaints when it was your fault take luck, charm & giving them enough of an impression that you'll make a good case to the ombudsman.

Have you complained to royal mail about the failed redirection that you're paying for? You could tell them about the loss.

The problem with return to sender letters is that they can sit in the system for months (my sister worked in a sorting office and they had about six months worth), so it's difficult to blame the credit card company for not realizing you weren't receiving your mail. So I'm not sure I'd bother getting bogged down with that.

They really ought to send a text message for a missing payment as a letter takes too long

Was it failed or was it marked as "Do Not Redirect"?

I really have no idea what Royal Mail do with stuff marked "Do Not Redirect" and I can see arguments for following the senders instruction or the recipients.

phillw

ItsComingRome said:
Was it failed or was it marked as "Do Not Redirect"?

I really have no idea what Royal Mail do with stuff marked "Do Not Redirect" and I can see arguments for following the senders instruction or the recipients.

I don't recall ever having any credit card correspondence say to not redirect, it has a return address but that shouldn't prevent a redirect.

Although I could see an argument for not redirecting, because of identity theft. But that goes both ways.

ItsComingRome

phillw said:

ItsComingRome said:
Was it failed or was it marked as "Do Not Redirect"?

I really have no idea what Royal Mail do with stuff marked "Do Not Redirect" and I can see arguments for following the senders instruction or the recipients.

I don't recall ever having any credit card correspondence say to not redirect, it has a return address but that shouldn't prevent a redirect.

Although I could see an argument for not redirecting, because of identity theft. But that goes both ways.

I agree, I haven't seen it either, but it is possible.

Im not sure the OP would get very far with a complaint against RM though.

callum9999

born_again said:

Jwheldale said:

No - the debit card is with another bank . Halifax . The cards are the same colour 😩. I agree they should have tried and I expected an offer to at least reduce the fees . I am more concerned about what could have happened if it had gone on and their apparent apathy towards doing a single thing about it . Just sit and wait and let it happen ! 

However, I still feel strongly that they have a responsibility to at least try and warn me of the issue rather than letting costs escalate to make more profit and potentially destroy my long standing credit rating all for the sake of £3 inadvertently put on the wrong card .

Who put the £3 on the wrong card? Who failed to update the bank with the change of details?
Were you not monitoring the account? Which is even more important when a account is not being used.

Yet you expect them to refund you for your errors...🤦‍♂️

It could be that once it hits a certain amount it will then trigger the credit team to get involved.

Bain of banks, people failing to update changes of details. The complain when they are not contacted. 

Completely unfair assessment, as usual. They fully admit that they made a mistake - they just don't think the consequences are fair.

It's completely standard procedure for banks to refund these charges on request for minor oversights, so it's surprising they've done nothing.

While I don't dispute that this was the OPs fault, I'd imagine escalating this complaint would go somewhat in their favour. They absolutely should have contacted them by phone or email if letters were being returned, and I'd be surprised if an adjudicator thought otherwise. Contrary to the "stuff you, your mistake" attitude you find on here, they tend to be more reasonable...

born_again

Deleted User said:

SuperAllyB said:

ItsComingRome said:

SuperAllyB said:

Not got a Nationwide CC but do you not get an email or text when a new statement is available?

Yes but I'm registered for paperless statements, it's very possible that they don't do this for those with paper statements.

Surely easier to keep track with paper statements.  I know I open statements even if I think I haven't spent anything.

They don't generate statements if there has been no transactions and it has a zero balance.

Except the OP had a transaction & outstanding balance.

born_again

callum9999 said:

Completely unfair assessment, as usual. They fully admit that they made a mistake - they just don't think the consequences are fair.In your opinion.

Why is it unfair? Yes OP said it was their mistake, but even admitting fault does not mean you can wipe out the debt. Clearly Nationwide are taking a harder stance on writing off errors. That is their choice. 
Good chance FOS would agree with them.

It is always the account holders responsibility to monitor their accounts. Had the OP kept a check on the account, even once a month. It would have been picked up straight away.
They did say that the card is very much like their Halifax one, so did they not check that account and notice the payment not showing in that?

mattyprice4004

Negligence is no defence unfortunately, you admit you made a string of errors so it's likely you'll have to suck this one up. 
Ultimately if you'd kept on top of your addresses and cards it wouldn't have happened - sorry. 

Thrugelmir

Jwheldale said:

To complicate things further I have recently moved house and Nationwide was the only company I did not notify. Mainly because I no longer use them or the card so simply forgot. 

A good reason to perform regular housekeeping and cancel unused/redundant facilities. Then matters never get overlooked. 

phillw

born_again said:
Why is it unfair? 

I'd say it could be unfair because a £3 debt transformed into a £51 debt. I would like to see how nationwide justify that.

It doesn't matter if it's in the T&C, they aren't supposed to make a profit out of you missing a payment.

They clearly didn't pick up a phone, so what did they do for their money? Having the computer send a letter out every month doesn't sound enough.

ItsComingRome

phillw said:

born_again said:
Why is it unfair? 

I'd say it could be unfair because a £3 debt transformed into a £51 debt. I would like to see how nationwide justify that.

It doesn't matter if it's in the T&C, they aren't supposed to make a profit out of you missing a payment.

They clearly didn't pick up a phone, so what did they do for their money? Having the computer send a letter out every month doesn't sound enough.

It was enough for £25 plus a pop charges for unauthorised overdrafts to be considered fair by the Supreme Court.  What makes you think £12 for non payment of a credit card bill is not enough, especially given the OFT green lit the £12 charge?