Issue with Nationwide refusing to give information about my account

EnPointe

tls123 said:

Agree it sounds like the original poster is fixating on this because they want more money from Nationwide by perusing a complaint. No wonder bank staff have to be careful when providing information. 

indeed  

 were most people  after checking it  wasn't paid  to them erroneously  and aren't in a situation where they are 'coppering up ' to  make it to the end of the month would  have  used it  to buy a  couple of drinks or   put it towards a takeaway or meal out  or  brought  their kids or  grandkids something 

retiredbanker1

I'm amazed that this has been allowed to go so far by Nationwide.
I would not be surprised if this customer is 'managed away' in the new year.
All they needed to tell the OP was that they do not hold account records for more than 6 years.
Total waste of time to take to Ombudsman IMO and cases like this really need to be charged for - then you get your fee back if you win and don't if you lose.
If somebody gave me nearly £10 from years back I would say 'thanks very much' and move on with my life!

eskbanker

retiredbanker1 said:

All they needed to tell the OP was that they do not hold account records for more than 6 years.

But they evidently held sufficient records to calculate some sort of compensation or refund payment and pay it to the bank account of a customer from 18 years ago, so they clearly retained some data?  Again, not saying that it's justifiable for OP to go chasing around after this, but I can see why they're at least curious about Nationwide's desperate attempts to avoid giving a simple answer to a simple question!

COIAHLGW

mchambers, is this you with a new forum name? 
(long term forum members will remember his posts!)

Darioargento1

Just for clarity, I’m not after any compensation from Nationwide; I’m not trying get any money from them at all. I simply want some information they have regarding my old account. I have stated this previously, it’s disappointing that some posters haven’t taken the time to read that! 

They have owed me some money which they claimed was mine which has taken 18 years for them to pay me back. They clearly have information from that time period or they would not have made a random payment to me. When I want to understand is, the reason for this payment, why it was owed and why it is has been paid back 18 years down the line and they have refused. It is their refusal to give me simple information that is the issue here, nothing more, nothing less. There is no logical reason why they would deliberately hold information about one of my accounts, especially when I have requested it. 

My SAR request to force them to give me information regarding my account was deliberately stalled and delayed and the response was incorrect. In fact they lied on the response. When I pointed these errors out to Nationwide they apologised for the errors but still refused to give out the information I requested.

A CEO letter also came up blank, they simple tell me ‘they do not have to tell me anything’. 

I then contacted the FOS to see if they could help and they advised me to open a case which I did and they investigated. Nationwide stalled their response to the FOS numerous times, however finally responded claiming ‘they do not have to provide me with the information I requested’. 

The FOS service agreed it is incredibly strange that the Nationwide simply just don’t tell me the simple information I’ve requested. 

All of this deliberate holding of information makes me believe something is not right as there must be a reason for Nationwide not wanting to tell me. For the time it has taken them to respond to all my requests they simply could have just told me. 

Therefore back to my original question; is there a legal requirement for banks to tell you information about your account when errors have happened? If so, can someone let me know.

I

Emmia

Darioargento1 said:

Just for clarity, I’m not after any compensation from Nationwide; I’m not trying get any money from them at all. I simply want some information they have regarding my old account. I have stated this previously, it’s disappointing that some posters haven’t taken the time to read that! 

They have owed me some money which they claimed was mine which has taken 18 years for them to pay me back. They clearly have information from that time period or they would not have made a random payment to me. When I want to understand is, the reason for this payment, why it was owed and why it is has been paid back 18 years down the line and they have refused. It is their refusal to give me simple information that is the issue here, nothing more, nothing less. There is no logical reason why they would deliberately hold information about one of my accounts, especially when I have requested it. 

My SAR request to force them to give me information regarding my account was deliberately stalled and delayed and the response was incorrect. In fact they lied on the response. When I pointed these errors out to Nationwide they apologised for the errors but still refused to give out the information I requested.

A CEO letter also came up blank, they simple tell me ‘they do not have to tell me anything’. 

I then contacted the FOS to see if they could help and they advised me to open a case which I did and they investigated. Nationwide stalled their response to the FOS numerous times, however finally responded claiming ‘they do not have to provide me with the information I requested’. 

The FOS service agreed it is incredibly strange that the Nationwide simply just don’t tell me the simple information I’ve requested. 

All of this deliberate holding of information makes me believe something is not right as there must be a reason for Nationwide not wanting to tell me. For the time it has taken them to respond to all my requests they simply could have just told me. 

Therefore back to my original question; is there a legal requirement for banks to tell you information about your account when errors have happened? If so, can someone let me know.

I

Just move on... Seriously it's less than £10. If you're not aiming at compo, why are you pursuing this?

It is what it is... I suspect you'll never get a detailed enough answer that will satisfy you.

born_again

Darioargento1 said:

Just for clarity, I’m not after any compensation from Nationwide; I’m not trying get any money from them at all. I simply want some information they have regarding my old account. I have stated this previously, it’s disappointing that some posters haven’t taken the time to read that! 

They have owed me some money which they claimed was mine which has taken 18 years for them to pay me back. They clearly have information from that time period or they would not have made a random payment to me. When I want to understand is, the reason for this payment, why it was owed and why it is has been paid back 18 years down the line and they have refused. It is their refusal to give me simple information that is the issue here, nothing more, nothing less. There is no logical reason why they would deliberately hold information about one of my accounts, especially when I have requested it. 

My SAR request to force them to give me information regarding my account was deliberately stalled and delayed and the response was incorrect. In fact they lied on the response. When I pointed these errors out to Nationwide they apologised for the errors but still refused to give out the information I requested.

A CEO letter also came up blank, they simple tell me ‘they do not have to tell me anything’. 

I then contacted the FOS to see if they could help and they advised me to open a case which I did and they investigated. Nationwide stalled their response to the FOS numerous times, however finally responded claiming ‘they do not have to provide me with the information I requested’. 

The FOS service agreed it is incredibly strange that the Nationwide simply just don’t tell me the simple information I’ve requested. 

All of this deliberate holding of information makes me believe something is not right as there must be a reason for Nationwide not wanting to tell me. For the time it has taken them to respond to all my requests they simply could have just told me. 

Therefore back to my original question; is there a legal requirement for banks to tell you information about your account when errors have happened? If so, can someone let me know.

I

As a guide anything that old will not be on any computer system. Unless they have gone to the expense of scanning all old paper documents. 
If they are not on computer,  then these paper doc's will be sat in one of the secure storage places such as Iron Mountain. Which unless you know exactly which box they have been stored in (very long shot after 18 years) could take years to sort through. There will be something like 1K docs in each box & they are stored by departments, not under your account name.
The amount of time it takes to request boxes, & then find staff to go through each box takes weeks at best. 
Been there done that & most of the time even when you have a box reference no, half the time it's wrong & they have to go back & more requested. 
After 18 years & a possibility that the department has sent the reference no's off as well. Certainly no hope of getting that date with in SAR timescale's.

If it's under £10, then at 8% interest you are looking at a amount in the pennies causing the refund.

Darioargento1

As I’m said so many times now, I am not after a refund or any level of compensation. It will not take weeks at all to ‘search for information’ as one poster stated as the Nationwide already have this information. They’ve used it to make a payment this year. There is a record of that payment and therefore there must be a reason for it. I simply want to know that reason. The Nationwide have this as they don’t make payments for no reason. So no searching through boxes that will take weeks, no information so old they don’t have, no chasing any level of compensation at all - quite simply I just require an answer. 

Last time I’m asking the same question as I’ve already asked this over and over, only to have posters comment on daft things like chasing compensation or how long it will take Nationwide to get information all of which is nonsense and irrelevant.

I simply want to know if there is a legal requirement for any U.K. bank or building society to provide you with information regarding any account you own or have owned. It’s a simple answer, and I was hoping for a simple answer. Not a total side track about me trying to gain interest / money / compensation etc all of which is totally untrue. 

Emmia

Darioargento1 said:

As I’m said so many times now, I am not after a refund or any level of compensation. It will not take weeks at all to ‘search for information’ as one poster stated as the Nationwide already have this information. They’ve used it to make a payment this year. There is a record of that payment and therefore there must be a reason for it. I simply want to know that reason. The Nationwide have this as they don’t make payments for no reason. So no searching through boxes that will take weeks, no information so old they don’t have, no chasing any level of compensation at all - quite simply I just require an answer. 

Last time I’m asking the same question as I’ve already asked this over and over, only to have posters comment on daft things like chasing compensation or how long it will take Nationwide to get information all of which is nonsense and irrelevant.

I simply want to know if there is a legal requirement for any U.K. bank or building society to provide you with information regarding any account you own or have owned. It’s a simple answer, and I was hoping for a simple answer. Not a total side track about me trying to gain interest / money / compensation etc all of which is totally untrue. 

The short answer in many ways is No.

EnPointe

Darioargento1 said:

As I’m said so many times now, I am not after a refund or any level of compensation. It will not take weeks at all to ‘search for information’ as one poster stated as the Nationwide already have this information. They’ve used it to make a payment this year. There is a record of that payment and therefore there must be a reason for it. I simply want to know that reason. The Nationwide have this as they don’t make payments for no reason. So no searching through boxes that will take weeks, no information so old they don’t have, no chasing any level of compensation at all - quite simply I just require an answer. 

Last time I’m asking the same question as I’ve already asked this over and over, only to have posters comment on daft things like chasing compensation or how long it will take Nationwide to get information all of which is nonsense and irrelevant.

I simply want to know if there is a legal requirement for any U.K. bank or building society to provide you with information regarding any account you own or have owned. It’s a simple answer, and I was hoping for a simple answer. Not a total side track about me trying to gain interest / money / compensation etc all of which is totally untrue. 

it has been explained to you  quite clearly   that  the information is unlikely to be held ina easily  recalled format and while they may have been able ot calculate these refunds the exact details  of  what led to it may  be unreasonably  complext to  determine becasue  those records are held on paper   or  held as  scanned images  which are at best partially catalogued ... 

 your attitude  is now  such that you are close to being  considered  unreasonably persistant , and  as others have suggested   they may decide to cease doing  business with you on this basis