NATIONWIDE BUILDING SOCIETY

Ocelot

When I last opened a Nationwide ISA, IIRC, they asked for a salary range rather than a specific amount.

Rich1976

This post has made me smile more than anything else today. What a total over reaction by the OP, especially writing to the MP and CEO. I have no issues divulging my salary if a financial institution requests it.
people seriously do need to find more productive ways to spend their time!

AmityNeon

Rich1976 said:

This post has made me smile more than anything else today. What a total over reaction by the OP, especially writing to the MP and CEO. I have no issues divulging my salary if a financial institution requests it. People seriously do need to find more productive ways to spend their time!

Having mentioned being a member of Nationwide since the 1980s, I do wonder how many products they hold at other financial institutions, especially if any were applied for recently. Considering the extra administration involved with ISAs, I'd be surprised if an ISA provider did not ask about an applicant's income nowadays.

Middle_of_the_Road

I suspect the OP has not come across this with on-line applications, and therefore was ill-prepared for this line of questioning in person.
This is a very different situation to entering a figure on-line, and being asked this by a person you could then bump into in the street, might elicit some resistance.

Exodi

Rich1976 said:

This post has made me smile more than anything else today. What a total over reaction by the OP, especially writing to the MP and CEO.

While amusing to read, it is unfortunate that in the interests of PR, companies have to pander to these sorts of complaints. I can guarantee the letter from the CEO was filled with apologetic language "It is regrettable that you have cause to complain", "we value every member and are saddened to hear when we have let one down", etc. I'd bet money that both the CEO and MP actually said something along the lines of "you've got to be kidding me..." in person while reading the OP's letters.

The OP is the epitome of why I would never work in customer service and I'm hugely appreciative and pleasant to anyone that does. I just don't think I could handle people going absolutely nuclear over the most insignificant things.

It makes me sad (but not as sad as @subjecttocontract !) to imagine the OP screaming in some bank tellers face, then some branch managers face, then the CEO and local MP (well, probably their assistants) having to waste their valuable time reading and replying to the OP's inevitably rambling and accusatory letters. I've no doubt the FCA and the FOS have letters in the post by now.

Middle_of_the_Road said:

I suspect the OP has not come across this with on-line applications, and therefore was ill-prepared for this line of questioning in person.
This is a very different situation to entering a figure on-line, and being asked this by a person you could then bump into in the street, might elicit some resistance.

One would have to be pretty fragile to lose sleep over a stranger knowing their income. The teller would presumably be asking hundreds of people the same thing every week, I'd be suprised if they remembered a single one by the end of the day unless they were earning a silly amount of money.

MSE asks my income every time I log into Credit Club. I can't say I've considered sending Martin Lewis a letter in full capitals.

Rich1976

Exodi said:

Rich1976 said:

This post has made me smile more than anything else today. What a total over reaction by the OP, especially writing to the MP and CEO.

While amusing to read, it is unfortunate that in the interests of PR, companies have to pander to these sorts of complaints. I can guarantee the letter from the CEO was filled with apologetic language "It is regrettable that you have cause to complain", "we value every member and are saddened to hear when we have let one down", etc. I'd bet money that both the CEO and MP said something along the lines of "you've got to be kidding me..." while reading the OP's letters.

The OP is the epitome of why I would never work in customer service and I'm hugely appreciative and pleasant to anyone that does. I just don't think I could handle people going absolutely nuclear over the most insignificant things.

It makes me sad (but not as sad as @subjecttocontract !) to imagine the OP screaming in some bank tellers face, then some branch managers face, then the CEO and local MP (well, probably their assistants) having to waste their valuable time reading and replying to the OP's rambling accusatory letters. I've no doubt the FCA and the FOS have letters in the post by now.

Middle_of_the_Road said:

I suspect the OP has not come across this with on-line applications, and therefore was ill-prepared for this line of questioning in person.
This is a very different situation to entering a figure on-line, and being asked this by a person you could then bump into in the street, might elicit some resistance.

One would have to be pretty fragile to lose sleep over a stranger knowing their income. The teller would presumably be asking hundreds of people the same thing every week, I'd be suprised if they remembered a single one by the end of the day unless they were earning a silly amount of money.

MSE asks my income every time I log into Credit Club. I can't say I've considered sending Martin Lewis a letter in full capitals.

          😂

Wynn2022

Thank you for your interesting comments.

Firstly, I was not angry, I did not ask to see the manager, the assistant got the manager when I calmly asked for her name. They were the more assertive people demanding I told them my income. I calmly told them I would be contacting the head office and walked out and went to the Yorkshire building society where I undertook an identical transaction with not the slightest issue, they were surprised when I told them that I had been asked for my income at Nationwide.

As you all seem to agree this was a nonsense question and dishonestly asked, making out it was a government regulatory requirement with no way of checking.

This is a mutual building society owned by their members which would include me and they should be looking after their members. What happened to the customer is always right and good customer relations. I am investing money with them and can go elsewhere.

Yes, it appears a waste of time but it only takes me a couple of minutes to write an e-mail and letter and gives me some light entertainment in my busy life.

Why are you not asking.  Why is the Nationwide building society wasting their time on such a trivial matter?

Why did they not use common sense and say that question was irrelevant for this transaction or do they flag up Nationwide as a dubious source for the money?

Building societies rely partially on savers for money to lend to borrowers, Nationwide spend enough money on advertising, sponsorship and rebranding to attract savers or are they happy just squeezing the borrowers until their pips squeak? I shall be voting with my feet and moving my money elsewhere next April, this is a small amount, so not a major issue.

If branch staff cannot use some initiative and have to follow very ridged rules, what is the point in keeping them, they may as well internet bank it all. It appears from Nationwide latest advert that branches are only around until 2026 and then I assume they will follow the banks to save costs and increase bonuses for doing such a good job!

I understand the need for regulation etc. but this is clearly looking in the wrong direction while major frauds are occurring elsewhere. If this is the best, they can do then there is no hope.

This seems to be a generation difference regarding opinions; you seem to accept any non-sense and are happy to give false information. Just roll over and jump through any hoop, maybe that is the simple way but I am afraid I will question stupidity. 

I have known several people involved with banking and building societies and they had a feel for matters, they did not have to follow a rigid rule book, and societies and banks were much better run.

One day you may be old, frail and sensitive and may like a friendly assistant to talk to, if so, do not go to Nationwide, yes vote with your feet but let them know why.

Why should Nationwide care, they seem to believe they can do anything, too big to fail, that is how we got into the mess back in 2008.

Reed_Richards

@Wynn2022, in your original post you said that you were unbale to transfer your ISA.  You didn't really explain why you thought that and I don't think you were correct.  Perhaps it's with the Yorkshire BS now?

wmb194

It isn't trivial, it's all about KYC and banks are prone to being fined heavily for lapses. For instance, if you say that you're unemployed and your annual income is £5,000 but then you deposit thousands in cash every month you're likely to raise some flags and then follow-up questions will be asked. It's safer for Nationwide not to deal with people who won't cooperate and it won't miss your deposits.

I'm surprised when you say that YBS didn't ask for your income as when you apply for an account online, even as an existing customer, it does ask e.g., for an instant access savings account this morning:

Eco_Miser

Wynn2022 said:

What happened to the customer is always right

It was an advertising slogan by Selfridges a century ago. The only people who ever took any notice were aggrieved customers and Selfridges' sales staff.