Cash withdrawn from my account in branch by thief!

Rich1976

Nationwide’s complaints process was one of the reasons why we left them. We had to formally complain about 3 times over a couple of years and each time there was no sense of urgency and none were resolved within the 8 week deadline, they had to write to extend the deadline. 

It wouldn’t be so bad if the errors were serious but they were all very basic and easily avoided, just annoying when they kept happening. 

I think in total we came out with £500 compensation in total and one of those was because Nationwide had misplaced the original complaint so we had to start again and raise a new one.

Mrcsmrs

Rich1976 said:

Nationwide’s complaints process was one of the reasons why we left them. We had to formally complain about 3 times over a couple of years and each time there was no sense of urgency and none were resolved within the 8 week deadline, they had to write to extend the deadline. 

It wouldn’t be so bad if the errors were serious but they were all very basic and easily avoided, just annoying when they kept happening. 

I think in total we came out with £500 compensation in total and one of those was because Nationwide had misplaced the original complaint so we had to start again and raise a new one.

That doesn’t bode well at all, does it? I’ve received an email today to confirm I’ve complained but nothing further in over a week. Im going to transfer everything away from them. Just need to find the right switch, and wait for the regular saver to pay out. Just really disappointed in them. So many screw ups over the last few years and that’s just for me personally. 

Rich1976

Mrcsmrs said:

Rich1976 said:

Nationwide’s complaints process was one of the reasons why we left them. We had to formally complain about 3 times over a couple of years and each time there was no sense of urgency and none were resolved within the 8 week deadline, they had to write to extend the deadline. 

It wouldn’t be so bad if the errors were serious but they were all very basic and easily avoided, just annoying when they kept happening. 

I think in total we came out with £500 compensation in total and one of those was because Nationwide had misplaced the original complaint so we had to start again and raise a new one.

That doesn’t bode well at all, does it? I’ve received an email today to confirm I’ve complained but nothing further in over a week. Im going to transfer everything away from them. Just need to find the right switch, and wait for the regular saver to pay out. Just really disappointed in them. So many screw ups over the last few years and that’s just for me personally. 

Not good for you at all. I appreciate they must be busy and you won’t be the only one that has raised a complaint but how hard can it be to acknowledge a complaint .
At the least the branch manager called you rather then their complaints team who probably couldn’t care less as they deal with them all day

Bigwheels1111

Not a Nationwide fan either.
I want to take advantage of their £200 switch bonus.
Moving another bank account into my flex account.
Their system would not accept the last 5 digits from my Starling bank card.
So called and was sent to sales team.
Was informed that a manual switch could be done.

During this process, I had to read their representative the full 16 digit card number. Only time ever read out.
The card in question has never been used or taken from the house.
Only added to Google wallet, which does not use the cards number.
Plus a manual request for the £200 bonus was filed.

2 hours later fraud was attempted from my Starling account.
Called Starling to report instantly, 60 seconds after notification arrived on my phone.
Told Amazing of the fraud, they were useless, so were Starling to be honest.
Took 6 days to refund me.

It’s one hell of a coincidence is it not.
Need to switch from them as soon as regular saver pays out.

Mrcsmrs

Bigwheels1111 said:

Not a Nationwide fan either.
I want to take advantage of their £200 switch bonus.
Moving another bank account into my flex account.
Their system would not accept the last 5 digits from my Starling bank card.
So called and was sent to sales team.
Was informed that a manual switch could be done.

During this process, I had to read their representative the full 16 digit card number. Only time ever read out.
The card in question has never been used or taken from the house.
Only added to Google wallet, which does not use the cards number.
Plus a manual request for the £200 bonus was filed.

2 hours later fraud was attempted from my Starling account.
Called Starling to report instantly, 60 seconds after notification arrived on my phone.
Told Amazing of the fraud, they were useless, so were Starling to be honest.
Took 6 days to refund me.

It’s one hell of a coincidence is it not.
Need to switch from them as soon as regular saver pays out.

That’s very worrying. In my case my card hadn’t been used for several months though some have said it could’ve happened then. I don’t know enough to argue but I’d have thought they’d use details quite quickly so they don’t expire if it is people attempting fraud. I hope yours gets resolved. 

They somehow seem to be able to make it really difficult for us to access our own money whilst simultaneously making it possible for scammers to do so fairly simply. 

Mrcsmrs

An update on this one. 

Nationwide have now claimed that a man went into the branch and without any bank card or ID, gave them account details and passed security questions to take £77 out of what was supposed to be his account. Somehow instead it got taken out of my account. So, they lied when they said my card was swiped, and apparently it’s just all a big coincidence that the money was taken at the branch in the town I used to live in 3.5 years ago. They see nothing wrong with them only sending one text message to say they needed more time and not even an email confirmation that the investigation was ongoing in over a week. 

Sadly I really don’t trust them at all and the next time a good switch offer comes up I’m gone. It’s not about the £77 which they did pay back, it’s about the utter disaster and stress caused by thinking my card had been cloned and that possibly my main account card could have been too, since I’d used both at the same cash machine the last time I used that card. The fact that apparently a staff member could take someone through security on a female owned account and them be male, well, just adds to my disbelief. 

Anyone recommend any good switches at the moment? 

WillPS

Mrcsmrs said:

An update on this one. 

Nationwide have now claimed that a man went into the branch and without any bank card or ID, gave them account details and passed security questions to take £77 out of what was supposed to be his account. Somehow instead it got taken out of my account. So, they lied when they said my card was swiped, and apparently it’s just all a big coincidence that the money was taken at the branch in the town I used to live in 3.5 years ago. They see nothing wrong with them only sending one text message to say they needed more time and not even an email confirmation that the investigation was ongoing in over a week. 

Sadly I really don’t trust them at all and the next time a good switch offer comes up I’m gone. It’s not about the £77 which they did pay back, it’s about the utter disaster and stress caused by thinking my card had been cloned and that possibly my main account card could have been too, since I’d used both at the same cash machine the last time I used that card. The fact that apparently a staff member could take someone through security on a female owned account and them be male, well, just adds to my disbelief. 

Anyone recommend any good switches at the moment? 

https://www.moneysavingexpert.com/banking/compare-best-bank-accounts/#switch

What I would say though is from a Money Saving perspective consider not cutting off your nose to spite your face. Consider moving all your day to day banking somewhere else, but keep your Nationwide accounts empty and do the token amount of usage neccessary (according to this year's rules) in Jan, Feb and Mar next year.

It might not work out, but either way it'll cost them more and could earn you more.

I'm in a similar situation with Santander currently; absolutely enraged by their response to a complaint - so I know how it feels, but in reality my accounts there are so optimally utilised that I'd actually be saving Santander money by closing my accounts; which is the opposite of what I feel they deserve from me. I'm also making sure to make full use of the FOS - even if it doesn't result in a better outcome just the referral will have cost them £750+.

Rich1976

I’m sorry you’ve gone through all this though not really surprised with Nationwide’s response based on my past dealings with them.
i certainly wouldn’t go back to them. We are with First Direct and the service couldn’t be any more different. Yes they can only be used over the phone or by app or online banking but never had any real problems at all in the 7 or 8 years we’ve been with them.

some of the other newer banks like Starling or Monzo have a good service record too.

Mrcsmrs

WillPS said:

Mrcsmrs said:

An update on this one. 

Nationwide have now claimed that a man went into the branch and without any bank card or ID, gave them account details and passed security questions to take £77 out of what was supposed to be his account. Somehow instead it got taken out of my account. So, they lied when they said my card was swiped, and apparently it’s just all a big coincidence that the money was taken at the branch in the town I used to live in 3.5 years ago. They see nothing wrong with them only sending one text message to say they needed more time and not even an email confirmation that the investigation was ongoing in over a week. 

Sadly I really don’t trust them at all and the next time a good switch offer comes up I’m gone. It’s not about the £77 which they did pay back, it’s about the utter disaster and stress caused by thinking my card had been cloned and that possibly my main account card could have been too, since I’d used both at the same cash machine the last time I used that card. The fact that apparently a staff member could take someone through security on a female owned account and them be male, well, just adds to my disbelief. 

Anyone recommend any good switches at the moment? 

https://www.moneysavingexpert.com/banking/compare-best-bank-accounts/#switch

What I would say though is from a Money Saving perspective consider not cutting off your nose to spite your face. Consider moving all your day to day banking somewhere else, but keep your Nationwide accounts empty and do the token amount of usage neccessary (according to this year's rules) in Jan, Feb and Mar next year.

It might not work out, but either way it'll cost them more and could earn you more.

I'm in a similar situation with Santander currently; absolutely enraged by their response to a complaint - so I know how it feels, but in reality my accounts there are so optimally utilised that I'd actually be saving Santander money by closing my accounts; which is the opposite of what I feel they deserve from me. I'm also making sure to make full use of the FOS - even if it doesn't result in a better outcome just the referral will have cost them £750+.

That’s a good point actually. It isn’t my main account anyway, that’s with First Direct, and I absolutely cannot fault them. Amazing service. But I like the idea of hanging around to get the payment next year if there is one so maybe that’s a way forward! Thanks. 

Mrcsmrs

Rich1976 said:

I’m sorry you’ve gone through all this though not really surprised with Nationwide’s response based on my past dealings with them.
i certainly wouldn’t go back to them. We are with First Direct and the service couldn’t be any more different. Yes they can only be used over the phone or by app or online banking but never had any real problems at all in the 7 or 8 years we’ve been with them.

some of the other newer banks like Starling or Monzo have a good service record too.

Luckily this isn’t my main account, that’s with First Direct and completely agree with you about their service. They’re amazing. I’ve heard too many bad things about Monzo to go anywhere near them and don’t really need another account, was just thinking of a switch incentive. Thank you though.