Nationwide Credit card

Fortyfoot

I received a call purporting to be from  Nationwide BS at lunch time yesterday while having lunch in a pub over 100 miles from home!

As far as I could work out they said that there had been a problem and had blocked my credit card, good course of action to take.

Now the problem started. Security questions, what was my balance, last transaction, last statement and others. How could I answer these. I did not trust the caller so I rang back on the number on the back of my card.

Same problem, security questions. I rang twice and they would not pass my answers. They would not tell me what the problem was.

I am considering reporting to the Financial Ombudsman, reporting to Watchdog on the BBC or simply moving my accounts to another bank.

I am over 80 years old and did not feel that the Nationwide were very tollerant with older folks.

Has anyone else experienced this with Nationwide? Which bank should I transfer to?

Thanks,

Fortyfoot  

Keep_pedalling

Theses are the standard sort of questions to make sure the person they are talking to is you rather than someone else who has pilfered your phone and card. They will never ask for your PIN number, only scammers do that. If you can’t answer you simply have to wait until you can log into your account and have access to the answers they are likely to ask.

The questions they ask are ones only you likely to know and have a reasonable chance of remembering. There is no point in complaining to the FO you have suffered no loss.

Altior

Certainly is very difficult, now that the places you can use cash are being squeezed.

The BS is protecting yourself and themselves, but the processes can make it feel like you're being put under pressure.

These security interventions are not going away, whichever bank or BS you use. My suggestion would to be have at least three payment alternatives available to you at any time. I like to have a second banking current account, that holds a modest balance, in case one of my other payment methods is declined for any reason. 

grumbler

Keep_pedalling said:

... If you can’t answer you simply have to wait until you can log into your account and have access to the answers they are likely to ask.

Ha-ha. The last time this happened to me (not Nationwide) they blocked my online access as well.

The questions they ask are ones only you likely to know and have a reasonable chance of remembering. There is no point in complaining to the FO you have suffered no loss.

Do you really remember your "balance, last transaction, last statement? I don't - and I am a rare idiot who runs a SS for all financial transactions and updates it several times a month. Most people will possibly remember only some of the last transactions.

When this happened to me (see above) I was lucky to be at home and to be able to open the SS. Without it I would've definitely failed the interrogation.

Keep_pedalling

grumbler said:

Keep_pedalling said:

... If you can’t answer you simply have to wait until you can log into your account and have access to the answers they are likely to ask.

Ha-ha. The last time this happened to me (not Nationwide) they blocked my online access as well.

The questions they ask are ones only you likely to know and have a reasonable chance of remembering. There is no point in complaining to the FO you have suffered no loss.

Do you really remember your "balance, last transaction, last statement? I don't - and I am a rare idiot who runs a SS for all financial transactions and updates it several times a month. Most people will possibly remember only some of the last transactions.

When this happened to me (see above) I was lucky to be at home and to be able to open the SS. Without it I would've definitely failed the interrogation.

From memory when this happened to me with NW a couple of years back they are not expecting you to remember all those question, if you fail one they move on to another. I think you need to be able to answer two before you pass. I can certainly remember my last transaction and I think I was also asked to provide details of a DD, who and how much.

Ayr_Rage

The original call was a common scam.

[Deleted User]

Ayr_Rage said:

The original call was a common scam.

Hardly relevant here as the OP called them directly and still couldn't answer security questions.

Doesn't appear Nationwide have done anything wrong. 

MEM62

Fortyfoot said:

Same problem, security questions. I rang twice and they would not pass my answers. They would not tell me what the problem was.

So you could not pass the ID checks.  

Fortyfoot said:

I am considering reporting to the Financial Ombudsman, reporting to Watchdog on the BBC or simply moving my accounts to another bank.

Why?  They have done nothing wrong.  The checks are there to ensure that they are talking to you and not someone pretending to be you. The Ombudsman will not be interested in your complaint. 

Fortyfoot said:

I am over 80 years old and did not feel that the Nationwide were very tollerant with older folks.

Your age is not relevant, unless, of course, you are suggesting that the security in your account should be compromised because of your age - which would make no sense whatsoever.    

Descrabled

Think on:

I correctly answered £56 and change the last time I was asked a debit; not good enough as they wanted the pence also.

Age is import as we loose some of our ability to memorise trivia like the last payment from the account.