Nationwide messed up account transfer

matt_outandabout

I have just tried to move our joint current account to Nationwide and open three savings accounts. I already have existing personal account with them that I have had for many years.

To cut a long story as short as possible: the first application, despite being made from their app/signed in as existing account holder, opened my account as a new member. This needed to be merged with my existing account so it would be visible when I login or use the app. This was not done and I was advised not to sign the paperwork that kept being posted to me.

I was then told that the first application had been deleted and I should try again. I did - and their website did something odd and the 'Finish' button appeared to not work, so no new account created.

I then find out that application 1 is still live, but that if the switch goes through it is an account not attached to any member now so my money will 'disappear'...They agree to close the application for the second time.

I have just had another set of paperwork through for application 2, which did not complete, again under another new customer number.

According to call handler I should ignore anything they post me from now on (!)

I am now 5 weeks in, I think two unnecessary credit checks, and still not moved my account. 

Are Nationwide's systems as shonky as they appear?

matt_outandabout

An update: after a couple of weeks of silence from customer services. I have managed to cancel the move by going into branch.

Branch staff seemed rather depressed and it seemed they have more than a few folk saying that IT systems from the website onwards are not working as they do a bunch of 'upgrades'.

Willis75

I bank with Nationwide and decided to open a joint account with my daughter - again Nationwide and then close the single account.

Nationwide offer the transfer of all direct debits automatically from one account to another. Every direct debit got changed over utilities, etc., APART from a direct debit from Nationwide for a loan. I didn't realise that they hadn't transferred their own direct debit and my loan account became one month in arrears. I got a nasty letter from them as well as adding extra interest and despite making a formal complaint they argued that it is not a guarantee. I still had to pay the extra interest but at the same time they had marked my credit file with a default payment..not great service.

My local branch is a nightmare. The staff are rude and ignoring. Will not help if you find things difficult. If I need to go into a branch, I travel an extra 16 miles to a branch where they are smiling and helpful.

xylophone

Nationwide offer the transfer of all direct debits automatically from one account to another. 

 they argued that it is not a guarantee.

You did not use the Switch Service to transfer your sole current account with Nationwide to the new joint account with Nationwide?

Instead you relied upon their assurance (verbal? in writing?) that all DDs would be transferred from the old account to the new?

If you were given this assurance and they failed to act in accordance with that assurance, then it seems to me that you have a case.

Have you  received a final response to your formal complaint?

If so and you are dissatisfied with the response, you can take your complaint to the Ombudsman.

My local branch is a nightmare. The staff are rude and ignoring. Will not help if you find things difficult.

You have concrete examples of this unaccceptable conduct which you can cite in a formal complaint?

matt_outandabout

A further update from me:
Nationwide took two months to look into my complaint / feedback that it was difficult to open an account with them.
Apparently they did nothing wrong, even staff advising me not to fill in forms (which I should apparently have done) was not a mistake, they didn't merge the accounts into one member and I could have just logged on with two different member accounts, and they plan no changes.
The general issue of weeks to not open an account Vs Santander who had it all up and running in 7 days seems to bypass them as an issue.

A close call, I'm happy I'm not with them.

northwalesd

What did you do with the 'existing personal account'? Assume you've switched it elsewhere.