Affordability complaint update

Rob5342

agentblackcat said:

Hi. 

@Rob5342... What happened with your nationwide affordability complaint. Mine is sitting with the investigator from the ombudsman. He has written to nationwide with his initial findings and agrees with me. They had 2 weeks to respond which they have done. Apparently they have sent a lengthy email full of points the investigator is going to have to look through. He said he hopes to resolve it or it will be escalated further. Just wondered what happened with yours...I'm sure you said it took some time to resolve. ? 

It was a long running saga but I kept fighting.

Nationwide rejected my complaint so I sent it to to the FOS, the investigator there found against me so I said that I wanted it to be escalated to ombudsman level. The ombudsman sent me their initial findings which were also against me so I replied arguing my points again, after I had done that the ombudsman replied saying that they had received an offer from Nationwide to refund all interest since the credit limit increase which I accepted. When Nationwide processed the refund they only refunded the interest of the balance over the new limit rather than the full balance which was much a much lower amount. I contacted Nationwide to query it but they were extremely difficult, each time I phoned they gave me the name of their complaints manager and said he would be phoning me but he never did, and when I phoned and asked to speak to him he was never available. Eventually after sending an email to every address I could find I got a reply from a woman who gave me her direct contact details and she sorted out the proper refund for me. In one last show of awkwardness they insisted on sending me a cheque for the refund instead of doing a bank transfer.

Overall it was two years from sending the initial complaint to getting the full refund. I got just over £16,000 from them so it was well worth the effort. 

agentblackcat

Rob5342 said:

agentblackcat said:

Hi. 

@Rob5342... What happened with your nationwide affordability complaint. Mine is sitting with the investigator from the ombudsman. He has written to nationwide with his initial findings and agrees with me. They had 2 weeks to respond which they have done. Apparently they have sent a lengthy email full of points the investigator is going to have to look through. He said he hopes to resolve it or it will be escalated further. Just wondered what happened with yours...I'm sure you said it took some time to resolve. ? 

It was a long running saga but I kept fighting.

Nationwide rejected my complaint so I sent it to to the FOS, the investigator there found against me so I said that I wanted it to be escalated to ombudsman level. The ombudsman sent me their initial findings which were also against me so I replied arguing my points again, after I had done that the ombudsman replied saying that they had received an offer from Nationwide to refund all interest since the credit limit increase which I accepted. When Nationwide processed the refund they only refunded the interest of the balance over the new limit rather than the full balance which was much a much lower amount. I contacted Nationwide to query it but they were extremely difficult, each time I phoned they gave me the name of their complaints manager and said he would be phoning me but he never did, and when I phoned and asked to speak to him he was never available. Eventually after sending an email to every address I could find I got a reply from a woman who gave me her direct contact details and she sorted out the proper refund for me. In one last show of awkwardness they insisted on sending me a cheque for the refund instead of doing a bank transfer.

Overall it was two years from sending the initial complaint to getting the full refund. I got just over £16,000 from them so it was well worth the effort. 

Hi. Thanks for your reply. I had thought you had a bit of bother getting it sorted. 

My complaint currently with investigator at ombudsman their initial findings is in favour of upholding my complaint. However, nationwide has written back with a lengthy list of points that he is now going to have to look at. He said that he is hoping it can be resolved before he would need to escalate it further. Just worried that although he agrees someone else looking at it might not...just need to keep my fingers crossed. 

Rob5342

All you can do is argue your case again if they dont rule in your favour, if people keep dsagreeing then eventually it will go to an Ombudsman who you will issue a final decision. I made eight complaints and had three that went in my favour. Nationwide was the big one and I got a few hundred from the others. I never understood why Nationwide spent years fighting it and then offered to refund £16,000 when they could have juat accepted the Ombudsman decision against me. 

agentblackcat

Rob5342 said:

All you can do is argue your case again if they dont rule in your favour, if people keep dsagreeing then eventually it will go to an Ombudsman who you will issue a final decision. I made eight complaints and had three that went in my favour. Nationwide was the big one and I got a few hundred from the others. I never understood why Nationwide spent years fighting it and then offered to refund £16,000 when they could have juat accepted the Ombudsman decision against me. 

Hi Rob5342, 

Ombudsman has ruled in my favour and agreed with the investigator. I have signed to agree. How long after your complaint was upheld until you heard directly from nationwide ? 
So relieved it's been upheld. 

Rob5342

agentblackcat said:

Rob5342 said:

All you can do is argue your case again if they dont rule in your favour, if people keep dsagreeing then eventually it will go to an Ombudsman who you will issue a final decision. I made eight complaints and had three that went in my favour. Nationwide was the big one and I got a few hundred from the others. I never understood why Nationwide spent years fighting it and then offered to refund £16,000 when they could have juat accepted the Ombudsman decision against me. 

Hi Rob5342, 

Ombudsman has ruled in my favour and agreed with the investigator. I have signed to agree. How long after your complaint was upheld until you heard directly from nationwide ? 
So relieved it's been upheld. 

I think it was about three weeks. Nationwide were extremely difficult though and didn't refund the full amount that they had agreed to so I had to contact them about it. When I phoned they kept mentioning a complaints manager who was apparently going to look into it but I never heard from him one. He was mentioned on an email I had from them but when I emailed him to ask about it he just ignored me. In the end I emailed every email address I could find and I eventually someome phoned me and gave me their email address and they got everything sorted. "Owned by our members" means nothing as they couldn't have been any worse to deal with. 

agentblackcat

Thanks for your reply. I'm still waiting for the ombudsman to confirm they have received my form accepting their decision. So hopefully be sorted soon.