Nationwide Switch Issues

JPin

Hi All, 

I switched to Nationwide at the beginning of December, the switch was successful with no issues. I noticed that no documentation had been sent to me so I called up several times only to be assured it was on its way. By the middle of December with no access to my funds, I called up again seeking answers. Nationwide passed me around their systems before finding "someone who could help". Unfortunately this person put me on hold and proceeded to have their lunch/burp/swear and everything else, presumably thinking they were on mute. After listening to this for 15 minutes of a 2 hour call I hung up. I called again later but the team couldn't find my account so I logged a complaint. On the last working day before Christmas a complaint manager called me having found my account. He assured me my card had been issued but for reasons unknown did not arrive (no documentation did) but conceded a card reader should have been sent but wasn't. The manager issued everything again and confirmed the switch was successful but conceded I would not have access to my money until January. Today the manager called me back but thus far all that I've received is the PIN number for my card. The manager said issues do happen and NW can't take responsibility for me not having access to my funds for a full month. I have been advised to wait until everything arrives and then to log a new complaint.

I only have two accounts, NW is my main account and I have a small emergency account that has long since emptied due to this ordeal. Can I request more from NW or have they done all they can? 

Cptralls

I no longer use Nationwide for this very reason. I suspect they will just refer you to FOS.

born_again

JPin said:

Hi All, 

I switched to Nationwide at the beginning of December, the switch was successful with no issues. I noticed that no documentation had been sent to me so I called up several times only to be assured it was on its way. By the middle of December with no access to my funds, I called up again seeking answers. Nationwide passed me around their systems before finding "someone who could help". Unfortunately this person put me on hold and proceeded to have their lunch/burp/swear and everything else, presumably thinking they were on mute. After listening to this for 15 minutes of a 2 hour call I hung up. I called again later but the team couldn't find my account so I logged a complaint. On the last working day before Christmas a complaint manager called me having found my account. He assured me my card had been issued but for reasons unknown did not arrive (no documentation did) but conceded a card reader should have been sent but wasn't. The manager issued everything again and confirmed the switch was successful but conceded I would not have access to my money until January. Today the manager called me back but thus far all that I've received is the PIN number for my card. The manager said issues do happen and NW can't take responsibility for me not having access to my funds for a full month. I have been advised to wait until everything arrives and then to log a new complaint.

I only have two accounts, NW is my main account and I have a small emergency account that has long since emptied due to this ordeal. Can I request more from NW or have they done all they can? 

No. Do not let them close the complaint. If you open a new one that is another potential 8 week delay before you could go to FOS.

Cptralls

born_again said:

JPin said:

Hi All, 

I switched to Nationwide at the beginning of December, the switch was successful with no issues. I noticed that no documentation had been sent to me so I called up several times only to be assured it was on its way. By the middle of December with no access to my funds, I called up again seeking answers. Nationwide passed me around their systems before finding "someone who could help". Unfortunately this person put me on hold and proceeded to have their lunch/burp/swear and everything else, presumably thinking they were on mute. After listening to this for 15 minutes of a 2 hour call I hung up. I called again later but the team couldn't find my account so I logged a complaint. On the last working day before Christmas a complaint manager called me having found my account. He assured me my card had been issued but for reasons unknown did not arrive (no documentation did) but conceded a card reader should have been sent but wasn't. The manager issued everything again and confirmed the switch was successful but conceded I would not have access to my money until January. Today the manager called me back but thus far all that I've received is the PIN number for my card. The manager said issues do happen and NW can't take responsibility for me not having access to my funds for a full month. I have been advised to wait until everything arrives and then to log a new complaint.

I only have two accounts, NW is my main account and I have a small emergency account that has long since emptied due to this ordeal. Can I request more from NW or have they done all they can? 

No. Do not let them close the complaint. If you open a new one that is another potential 8 week delay before you could go to FOS.

Is it really worth the OP pursuing for £50?