Nationwide messaging - If it ain't broke let's fix it.

[Deleted User]

"Since Nationwide building society has offered internet banking services (early '00s)"

It still looks like a website out of the early '00s too.

roddydogs

Their all doing it, and make it so difficult to phone, ie to get your balance press 1, etc loads of options none of which you want.!

Brie

roddydogs said:

Their all doing it, and make it so difficult to phone, ie to get your balance press 1, etc loads of options none of which you want.!

I got that on a call and decided to pick the least worst option.  I got through to someone who explained I'd come through to the wrong department and needed to start again.  And no I couldn't be transferred. Click.

miller

I've resolved the issue now via an (inconvenient) phone call, but the implication was I should have called sooner. As a customer, I should be able to choose which method of published/official communication suits me best; it's not my fault their messaging system is dire.

The "attitude" would suggest to me that they're working from home with little direct supervision.

callum9999

Speedbird676 said:

Santander also replaced their Secure Message function with a Chat function. Completely useless!

Santander's drives me insane!

When I had a query a couple of months ago I was waiting around 1.5 days for a reply (not the end of the world - I get they're busy), but if I then don't respond to their reply within an hour or so they'd say "looks like you aren't here, I'm closing this chat - get back in touch if you still need us".

in_my_wellies

I find it impossible to transfer money from Natwest to Nationwide. Trying to do this to two different NW accounts, transfers to all other banks work. I rang for help and the solution was 'You should buy a tablet, it'll work on that'

dcs34

in_my_wellies said:

I find it impossible to transfer money from Natwest to Nationwide. Trying to do this to two different NW accounts, transfers to all other banks work. I rang for help and the solution was 'You should buy a tablet, it'll work on that'

What's the issue? I can make payments from NatWest to Nationwide accounts easily. Is the Nationwide account definitely one that accepts payments from other banks?

PS200

HSBC have also done this - I used to use the messaging service and it worked well.  I wanted to send one recently - but the button to send a message had gone.  I asked the chat if the secure messaging service had been taken away and they confirmed it had.  They couldn't answer my query - which was why their online loan application wouldn't work for me.  I gave up and got a loan from M&S money at a better rate.  Turns out the loan is from HSBC anyway, but the M&S online application worked and the HSBC one didn't.

miller

I wonder if all this is because it's potentially easier for WFH staff to do chats than a proper job looking into a case sent by message. It would be nice if the bugs were fixed too, on my Halifax app there is a red dot by support for "unread" replies which I've already read.

horsewithnoname

miller said:

I wonder if all this is because it's potentially easier for WFH staff to do chats than a proper job looking into a case sent by message. It would be nice if the bugs were fixed too, on my Halifax app there is a red dot by support for "unread" replies which I've already read.

I doubt it. WFH is the same as working from an office with modern tech.