Nationwide switch- wages didn’t come across

eDicky

Mamai said:

Olinda99 said:

you can check if the switch has been set up currently by sending a small test payment to your old account - it should pretty much instantly be moved across to your new account as the switching engine is centrally based - the banks themselves don't even have to do anything to divert the payment from old to new

  I honestly don’t know what to do, I’m down over £2000

Just do what you have been advised, your money is not lost, don't fret. Calmly insist to Nationwide that under the Switch Guarantee they need to immediately remedy the situation, providing evidence of the salary payment to Halifax.

blue.peter

eDicky said:

Calmly insist to Nationwide that under the Switch Guarantee they need to immediately remedy the situation, providing evidence of the salary payment to Halifax.

Agreed. As for evidence, you'd best obtain (if you haven't already done so) something in writing from your salary payments team (or whatever your employer calls it) setting out:

• the fact that a payment was made for your credit, naming you;
  
• the amount paid (net);
• the date of the payment;
• the sort code of the bank to which it was sent; and
• the account number to which it was sent.

An e-mail should be sufficient, but a printed and signed letter or internal memo would be better. The bottom line is that you need something that you can show to Nationwide. Don't let them retain the original, though - you might still need it, e.g., if you have to go to FOS.

Mamai

A quick update- the wages came in late Friday afternoon. 5 days later than they should have.
my new bank nationwide have accepted my complaint but have basically said the switch should have been instant but that it’s not their responsibility. I argued that it was as they are my new bank. They said they would cover any fees incurred during the 5 days, which luckily was none as I was able to borrow money from family in that time but no compensation 

BoGoF

Doesn't your employer have the facility for you to change the bank account your wages get paid into. From the timeline you say there would have been plenty time to do this and avoid this situation.

I would do this asap to avoid similar next month.

Mamai

Yes and I probably should have that done and it has been done now. But I guess with the switch service claiming that there is no need and everything will be pretty seamlessly switched over I believed that 

Olinda99

to be fair on Nationwide they have no control over payments that are redirected - this is not done by them it is done centrally

E_zroda

Olinda99 said:

to be fair on Nationwide they have no control over payments that are redirected - this is not done by them it is done centrally

CASS FAQ: If there’s a problem with your switch you should contact the bank or building society you are switching to.

eskbanker

E_zroda said:

Olinda99 said:

to be fair on Nationwide they have no control over payments that are redirected - this is not done by them it is done centrally

CASS FAQ: If there’s a problem with your switch you should contact the bank or building society you are switching to.

The fact that the new bank is liable to the customer to resolve any switching issues doesn't actually negate or contradict the fact that the payment redirection process is centrally managed by BACS....

blue.peter

Mamai said:

They said they would cover any fees incurred during the 5 days, which luckily was none as I was able to borrow money from family in that time but no compensation 

So you minimised your loss, and are in the same financial position that you would have been had the problem not arisen. It also means that Nationwide don't owe you any compensation for losses incurred. So far, so good. I'm glad to hear that the original problem has been resolved.

But you've still suffered a bit of distress and inconvenience (worry caused by the money going astray, and having to go cap in hand to your family for a loan). There's an argument that a small sum in compensation for that might be appropriate. The question now is whether or not it's worth the effort involved in pursuing that aspect. Only you can decide that.

I'm glad to hear that you've notified your employer of the change of bank account. It shouldn't really be necessary, but is something I do when I change mine - purely to be on the safe side.