Nationwide need to return my money UPDATE

northwest1965

On 24/12/2021 I made 2 payments to savings accounts. It was the day N/W had a glitch and it appeared to come from a different account number to mine when it reached said savings accounts. Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts.
After several phone calls to N/W (2hrs) I am being passed from pillar to post. The last call a supervisor said the money would find it's way back to me and I had to wait 5 working days. This has come and gone & I still don't have my money. I have the Faster payment ID numbers and senders ref. After yet another call today, they still can't tell me where my money is. I have lodged a complaint and just wonder where to go from here.?? (apart from another bank when there is a switching bonus)

eskbanker

northwest1965 said:

The last call a supervisor said the money would find it's way back to me and I had to wait 5 working days. This has come and gone & I still don't have my money.

If that call was on the 24th, then today is still the fifth working day thereafter.

northwest1965 said:

I have lodged a complaint and just wonder where to go from here.??

A formal complaint is definitely the right approach, but I doubt there's anything else you can do to expedite matters.  If it was genuinely time-critical (e.g. not having money to eat, or an imminent property deal jeopardised, etc) then you might persuade FOS to intervene, but if it's just going into savings then it's unlikely it would be seen as a priority, not that it should happen at all obviously....

[Deleted User]

Be patient while they find it. There isn't anything more you can do at the moment.

MalMonroe

I'm also with Nationwide and they've been having quite a few 'glitches' recently, latest one yesterday where payments into current accounts were being delayed. It's worrying, even though they put messages on the app and online to say there's nothing to worry about.

You say "Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts."
but then you say that you still don't have your money. Where were the payments returned to? Or is that where they went missing?

If you have lodged a complaint then you need to give them some time to sort things out. If nothing happens you can go to the Financial Ombudsman but they will expect you to have tried to sort things out yourself and for the bank to have issued a final response. See link below.

https://www.financial-ombudsman.org.uk/contact-us/complain-online

Hopefully you will also be able to claim some compensation for Nationwide's total and utter incompetence.

northwest1965

MalMonroe said:

I'm also with Nationwide and they've been having quite a few 'glitches' recently, latest one yesterday where payments into current accounts were being delayed. It's worrying, even though they put messages on the app and online to say there's nothing to worry about.

You say "Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts."
but then you say that you still don't have your money. Where were the payments returned to? Or is that where they went missing?

If you have lodged a complaint then you need to give them some time to sort things out. If nothing happens you can go to the Financial Ombudsman but they will expect you to have tried to sort things out yourself and for the bank to have issued a final response. See link below.

https://www.financial-ombudsman.org.uk/contact-us/complain-online

Hopefully you will also be able to claim some compensation for Nationwide's total and utter incompetence.

The payments were returned to the account number that N/W sent it from. I tried to give it to the call handler but he wasn't interested to be honest. I must admit I have lost confidence in them
I intend to claim some compensation.

[Deleted User]

MalMonroe said:

I'm also with Nationwide and they've been having quite a few 'glitches' recently, latest one yesterday where payments into current accounts were being delayed. It's worrying, even though they put messages on the app and online to say there's nothing to worry about.

You say "Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts."
but then you say that you still don't have your money. Where were the payments returned to? Or is that where they went missing?

If you have lodged a complaint then you need to give them some time to sort things out. If nothing happens you can go to the Financial Ombudsman but they will expect you to have tried to sort things out yourself and for the bank to have issued a final response. See link below.

https://www.financial-ombudsman.org.uk/contact-us/complain-online

Hopefully you will also be able to claim some compensation for Nationwide's total and utter incompetence.

Out of interest have you complained and received any compensation? I have been offered £75.

northwest1965

Deleted_User said:

MalMonroe said:

I'm also with Nationwide and they've been having quite a few 'glitches' recently, latest one yesterday where payments into current accounts were being delayed. It's worrying, even though they put messages on the app and online to say there's nothing to worry about.

You say "Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts."
but then you say that you still don't have your money. Where were the payments returned to? Or is that where they went missing?

If you have lodged a complaint then you need to give them some time to sort things out. If nothing happens you can go to the Financial Ombudsman but they will expect you to have tried to sort things out yourself and for the bank to have issued a final response. See link below.

https://www.financial-ombudsman.org.uk/contact-us/complain-online

Hopefully you will also be able to claim some compensation for Nationwide's total and utter incompetence.

Out of interest have you complained and received any compensation? I have been offered £75.

I have complained and had a couple of text messages to say they are looking into it. Have you accepted the £75?

[Deleted User]

northwest1965 said:

Deleted_User said:

MalMonroe said:

I'm also with Nationwide and they've been having quite a few 'glitches' recently, latest one yesterday where payments into current accounts were being delayed. It's worrying, even though they put messages on the app and online to say there's nothing to worry about.

You say "Because it wasn't my nominated account, the payments were returned on 24/12/2021 from the savings accounts."
but then you say that you still don't have your money. Where were the payments returned to? Or is that where they went missing?

If you have lodged a complaint then you need to give them some time to sort things out. If nothing happens you can go to the Financial Ombudsman but they will expect you to have tried to sort things out yourself and for the bank to have issued a final response. See link below.

https://www.financial-ombudsman.org.uk/contact-us/complain-online

Hopefully you will also be able to claim some compensation for Nationwide's total and utter incompetence.

Out of interest have you complained and received any compensation? I have been offered £75.

I have complained and had a couple of text messages to say they are looking into it. Have you accepted the £75?

Not yet. I thought they would have offered £100-150 so might ask for more as cheeky as it sounds. Wanted to know what others were getting. I think in your specific case you may well get £200+. I just had a payment that didn't send for around 2-3 hrs which eventually did. With all the faffing and calling they will likely offer more.

northwest1965

Still no returned payments. Just wondered if anyone else in same situation. They have until Thursday to resolve this.