Nationwide processing incoming international transfers nightmare

kaggi

I was sent a payment on euros from a bank in Belgium on 5th May using the correct reference provided by nationwide and it still hasn’t arrived.  The senders bank have provided the receipt and have confirmed the money has been received by Nationwide and they can’t do any more (especially as they’ve had these issues with nationwide before so just keep sending me bank to them) but nationwide just don’t seem to want to help.  They can’t trace the euro amount, they need to know the exact amount in sterling (which the issuing bank don’t have as they sent me the amount in euro’s) so they can search through all the payments.  Is this normal for a payment to take ver a month to drive when the correct details were provided?  Does anyone have any suggestions for how can I get this resolved as I obviously want it sorted before I leave nationwide as this issue and their lack of ability or interest in helping is ridiculous?  

km1500

Have you raised a formal complaint with NW?

TheBanker

When you say 'the correct reference', do you mean the BIC/SWIFT code and IBAN as explained on this page? https://www.nationwide.co.uk/help/payments/bic-iban/

And do these details match the receipt the overseas bank have provided?

It is not normal for a payment to take over a month from a bank in Europe to the UK. 

kaggi

km1500 said:

Have you raised a formal complaint with NW?

Not yet, I was so long on the phone I can’t stand the thought of going through it all again as it’s chat or phone (or letter) to complain.  But I  know I need to do that now, 

kaggi

TheBanker said:

When you say 'the correct reference', do you mean the BIC/SWIFT code and IBAN as explained on this page? https://www.nationwide.co.uk/help/payments/bic-iban/

And do these details match the receipt the overseas bank have provided?

It is not normal for a payment to take over a month from a bank in Europe to the UK. 

Yes, the ones I provided match my account and the receipt from the Overseas bank.  Usually it takes a day or two so this is driving me ( and the person who sent it to me) demented.  And the banks just keep bouncing us back and forward to each other.  

grumbler

AFAIK, if a payment is lost, the onus is on the sending bank to trace it. Also, there are special reference numbers for tracing that the sending bank can give to the customer.

tacpot12

The Nationwide website says that any foreign currency payments made into your account will be converted it into sterling when it is receive using the Nationwide's latest standard inbound exchange rate. 

It also mentions that Nationwide use HSBC as an intermediary for international transfers. 

kaggi

Nationwide have closed my complaint as they are saying they've not received the money, the sending bank has communication about the receiving bank asking questions about the sender (they’re in Portugal and the word Cuba is part of the senders address which seems to be the cause if all this).  As they know the money has been received by someone they’re now pretty much ignoring me.  I have asked nationwide to contact HSBC if that’s who processes their international payments but they have just said the sending bank need to put a trace on it, which the sending bank won’t so as they know it’s been received.  And now nationwide have closed my complaint.  What do I do?  I am going round in circles and nobody is prepared to help, and all the while I don’t have this money.  

pochisoldi

kaggi said:

Nationwide have closed my complaint as they are saying they've not received the money, the sending bank has communication about the receiving bank asking questions about the sender (they’re in Portugal and the word Cuba is part of the senders address which seems to be the cause if all this).  As they know the money has been received by someone they’re now pretty much ignoring me.  I have asked nationwide to contact HSBC if that’s who processes their international payments but they have just said the sending bank need to put a trace on it, which the sending bank won’t so as they know it’s been received.  And now nationwide have closed my complaint.  What do I do?  I am going round in circles and nobody is prepared to help, and all the while I don’t have this money.  

If they have closed the complaint, demand a deadlock letter and go to the financial ombudsman.

My money is that the handler at Nationwide has failed to identify a "business as usual" query which has crossed over into the "complaint" domain. The act of asking for a deadlock letter may poke someone at Nationwide into escalating the matter.