Nationwide switch offer declined

kuepper

Just completed switch of a current a/c from Santander inc 2 DDs  to my Flexdirect a/c and received a text today saying I didn't qualify for the £125 switch offer. When I phoned and asked why I was told it was because I'd had a previous switch bonus about 3 years ago.However, before I started the switch I phoned Nationwide to double check I wasn't excluded from receiving this bonus and was told  that this was a separate offer. and I was eligible to get the £125. The T&Cs state https://www.nationwide.co.uk/-/assets/nationwidecouk/documents/current-accounts/resources/p3988-current-account-online-switch-offer-terms-and-conditions.pdf?rev=ee61642b8bcc43feafa812a8f3b0f65c and it was because clause 4 and the last bullet point of clause 10 that I'd phoned for clarification before the switch. Surely 'this offer' is the one from April 2022 as I was told before the switch and any previous offer I took advantage of is irrelevant?

Daliah

Seems you might have reason for a formal complaint to Nationwide as you were given incorrect information

RG2015

You have a point as it does refer to this switch offer not any switch offer.

Let's see if anyone else has received a second switch incentive from Nationwide.

To be fair, I didn't think that any bank ever gave a second switch incentive. 

kuepper

Daliah said:

Seems you might have reason for a formal complaint to Nationwide as you were given incorrect information

Yes but how can I possibly prove it?

Daliah

kuepper said:

Daliah said:

Seems you might have reason for a formal complaint to Nationwide as you were given incorrect information

Yes but how can I possibly prove it?

Calls are generally recorded. As for a record of the call, if necessary via a SAR. Though usually the complaint handler will investigate any call recordings without you asking for it.

Section62

kuepper said:

Daliah said:

Seems you might have reason for a formal complaint to Nationwide as you were given incorrect information

Yes but how can I possibly prove it?

Initially you don't need to prove it.  You just complain explaining the situation and giving details of the date/time of the call.

They may have a recording of the call, else there will be a record that a call was handled at that time.  If you gave your details the record should be on your profile.

If Nationwide deny you were given the wrong information and don't uphold your complaint then you can take the complaint to the ombudsman.  They - if there is no 'proof' the call took place - will make a judgement whether or not your claim is more believable than Nationwide's counter claim.

You should also make the point about the wording "this switch offer" as IIRC there was confirmation that people taking part in previous offers like Refer-a-friend were eligible for the new one as it was completely different.

Daliah

RG2015 said:

You have a point as it does refer to this switch offer not any switch offer.

Let's see if anyone else has received a second switch incentive from Nationwide.

To be fair, I didn't think that any bank ever gave a second switch incentive. 

I know people who got the most recent Nationwide switch incentive, and who previously had already had one from Nationwide. Though the previous one was as far back as 2014, possibly beyond Nationwide's "memory".

Not that it's very relevant, but there have been others who have paid multiple switch incentives in the past - most famously Yorkshire Bank and Santander. Those were the days 

phillw

RG2015 said:

You have a point as it does refer to this switch offer not any switch offer.

It's a bit awkwardly worded, but if the previous offer also had the "This offer is only valid on the first sole current account and first joint current account you switch to us, even if we withdraw this offer and launch it again in the future" wording in, then it would cover this switch anyway.

As switching hasn't cost anything, I'm not sure what loss you have suffered by not receiving the correct information about the switch bonus. Certainly it's not the actual switch bonus.

kuepper

As switching hasn't cost anything, I'm not sure what loss you have suffered by not receiving the correct information about the switch bonus. Certainly it's not the actual switch bonus.

Well I've lost a bank account I could have switched elsewhere and got a switch bonus

phillw

kuepper said:
Well I've lost a bank account I could have switched elsewhere and got a switch bonus

Is something stopping you opening another free account?

kuepper

phillw said:

kuepper said:
Well I've lost a bank account I could have switched elsewhere and got a switch bonus

Is something stopping you opening another free account?

yes, I don't want to, I'm trying to reduce the no. of accounts I have not add to them