Power of Attorney access to Nationwide accounts being limited

Notepad_Phil

NorthernGuy said:

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I went to Nationwide this morning with the intention of opening a Saver account to unlock the online access for POA account, as they and others here suggested.
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I think most people were suggesting that you open a current account, which is very easy to do online. You won't need to switch across your main current account to them or use it as your main bank account, just open one up and throw a few quid in.

Go to the Nationwide site and look under Current Accounts to choose either their FlexAccount or FlexDirect account , then go pass where it offers to switch you across and further down you'll see where you cn do an online application.

NorthernGuy

Tried to open a NW Savings account my phone, as there is no apparent need or use of a current account, but that  route doesn't appear to allow online application.  Back at my PC yesterday I tried online, which is possible, but this kept failing with a technical error.  Eventually, it seems to have succeeded, with passcode to follow to unlock it, I hope.  So a good idea, but I wonder why the customer services lady in my NW branch didn't suggest this?

Zanderman

Thanks for the update and I really hope this now solves your problem!

I still think a current account would be more logical in the circumstances (and possibly easier and quicker) but you obviously are set against that (I, and many regulars, on these threads have multiple current accounts that largely sit dormant so don't see the concept as an issue at all) so do try that if the savings approach doesn't work. But I do hope it does.

WillPS

NorthernGuy said:

So a good idea, but I wonder why the customer services lady in my NW branch didn't suggest this?

In my experience, Nationwide's branch staff aren't the best at signposting distance banking services. I don't know if this is just a lack of training or a deliberate effort to try and ensure they keep their branches as busy as possible. I suppose it could also reflect an understanding on their part of the limitations of "the internet bank", although I have to say their online account opening journey is not among their weaknesses UX-wise.

It's a sharp contrast with their bank competitors where I find branch staff are always keen to tell me I don't need to be in a branch, even though if I'm visiting a branch it'll only be either because I've been told I need to go to complete a process they arbitrarily demand a branch visit for or lack of any other option.

Not sure which approach I prefer to be honest.

NorthernGuy

Zanderman - I'm taking the Saving Account route with small nominal deposit route just because that's what their phone adviceline said was all that was required, to identify myself to their systems.  A current account would be pointless.

WillPS - I think you are right that NW staff may not rush to point customers online, as high street banks tend to.  NW branches currently have 'Going Going Nowhere' posters boasting that they're not closing, unlike their rivals.  Perhaps it's a quiet policy to maintain branch footfall by not promoting online routes.  The service in the relative's branch has always been so kind, but my local branch seemed not to care at all despite telling them of the pressing circumstances.  Sometimes it's down to the people you deal with, sometimes it's different areas and the balance of nice/nasty customers they face that molds their empathy levels.  But my local NW branch didn't give me a caring feeling at all, and I would have loved to take this sizable pot of savings to a rival bank.

Anyway, thanks for the advice, I will let you know if all now proceeds smoothly in due course.

NorthernGuy

For the benefit of future users I thought I'd finish this thread off.  We did finally get online access, although it took nearly 4 weeks to get there.  There was much contradictory advice from Nationwide's Power of Attorney section on the phone.  For example that an ATM card and reader would be needed to create payees once POA online access was granted.  Later they said any bank's card reader would work with a NW card, but there was further stress caused when it was later revealed that a NW Instant Saver account opened online (to escape the difficulty getting a branch appointment to open) would, for no particular reason, never have an ATM card available whilst an in-branch opened one would have done.  Why?  When online access finally arrived, it transpired that no card or reader is needed to create payees, just a combo of password letters and passcodes sent by SMS to your mobile.  Phew.

Once up and running, it's a perfectly acceptable online bank interface, although the POA account is rather hidden under 'Manage someone else's money' from the other account you have to open, not immediately obvious.  NW will not allow POA account access via the phone app, which makes no sense at all as it gives no new abilities.  Just another weird restriction.  And anyone hoping to reimburse themselves for months of costs incurred running the relative's life before POA was obtained, needs to know that NW will block any transfer from POA account to one of your own as 'potential fraud'.  They expect you to make a branch appointment (there goes my blood pressure again) and bring in invoices & receipts to be vetted by staff.  Now if this was the Law, then fine, so be it.  But it appears just another NW imposition (with good intent no doubt) that other banks do not do, when I asked around.  You're answerable for how you handle another's money, pure and simple; it's not the banks job to nanny you through that.

So yes you can get there in the end, but if you have any way to administer the relative's POA with another bank's account they may also hold, and just transfer the NW savings to that, I think life will be much easier for you.