Nationwide woes

edited 5 March 2022 at 6:54PM in Credit cards
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missilemissile Forumite
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edited 5 March 2022 at 6:54PM in Credit cards
Hi, 

I have held a current account and credit card for many years, but I am now really fed up with Nationwide.
Once again they have started declining my online CC transactions.

On 25th Feb:
I receive a letter asking me to phone.
I phone and after long wait and many security questions, I am told they cannot answer and must phone me back. No phone call.
I send a secure message - no reply
I write a letter. No reply

On 05th March:
Now they have declined my regular payments too.
I phone and after long wait and many security questions, I am told they cannot answer and must phone me back. No phone call.
I phone again and after long wait and many security questions, I am told they cannot answer and must phone me back.
"Excuse me but I have already done this and you did not phone back"
"If you did not get a call back you will have to go to a branch with verification of your ID"
"Really, that is most inconvenient. I will get a CC from another provider"
"Alternatively go on live chat and quote - I have been in contact with NW credit card fraud team who have advised need to send secure browser message. Please supply link"
The link I get is just to the online messaging.

This is so frustrating.
Back to plan A. Time to change my CC provider.
"A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
Ride hard or stay home :iloveyou:
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Replies

  • Always have at least two credit cards to avoid such issues. Preferably more.
  • missilemissile Forumite
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    I have two NW cards one in my wife's name, a Barclaycard and Amex.

    NW was my preferred go to card, but I will no longer use it.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
  • lr1277lr1277 Forumite
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    Sorry to ask the obvious, but have you checked your online statements to make sure there are no untoward transactions?
  • wiseonesomeofthetimewiseonesomeofthetime Forumite
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    missile said:
    I have two NW cards one in my wife's name, a Barclaycard and Amex.

    NW was my preferred go to card, but I will no longer use it.
    You could probably do with a Mastercard cc in your portfolio then, as I believe Nationwide and Barclaycard are both VISA.

    I have cards on Mastercard, VISA, and Amex systems, just to cover any network issues.

    Not that I really use any credit cards at the moment tbf.
  • missilemissile Forumite
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    Yes I have checked. There are no fraudulent transactions.

    I was trying to book flights + hire car via Ryan Air + accommodation in Spain via Booking.com. 
    Unusual transactions for my profile which I guess raised a red flag. 
    Rather than contact me, they just blocked my card.
    I have been using card for many years making regular monthly payments. They blocked these too and first I know is I get an e mail from the vendors.

    Fortunately I was able to book using my wife's NW card. Maybe they will block that card now <LOL>
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
  • missilemissile Forumite
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    missile said:
    I have two NW cards one in my wife's name, a Barclaycard and Amex.

    NW was my preferred go to card, but I will no longer use it.
    You could probably do with a Mastercard cc in your portfolio then, as I believe Nationwide and Barclaycard are both VISA.

    I have cards on Mastercard, VISA, and Amex systems, just to cover any network issues.

    Not that I really use any credit cards at the moment tbf.
    Good advice. I did have Capital one and Amazon, but cancelled them to reduce the number of cards in my wallet.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
  • missilemissile Forumite
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    Received a letter today telling me they will respond to my complaint by 23rd March 2022 :-(


    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
  • missilemissile Forumite
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    Pleased to report The Ombudsman upheld my complaint and I have received £250 in compensation from Nationwide. 

    Bizarrely my credit is still blocked :-)
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
  • I've got a Nationwide card that I use mostly overseas as they ditched the cashback some time ago. 

    I do have other options but still concerning that they might randomly decline transactions for no apparent reason. 
  • propertyrentalpropertyrental Forumite
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    Have you also checked that the phone number they hold for you is correct?

    It's an obvious dilemma. If they don't freeze transactions and/or accounts when they suspect fraud (rightly or wrongly) we'd all be up in arms about the banks not protecting us.

    Do as they advise and go into a branch with plenty of ID....
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