Issue with Nationwide refusing to give information about my account

Darioargento1

OK, I can see I’m not going to get an answer here. Thanks to all those who tried to help. 

born_again

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. 

All they will have put on system, as that is all we would do in such cases is a refund is due of ££. Often the reason is not added. As this work has been done by a team working from data/paperwork not on the system the call center can see.

It might not even relate to Nationwide, but one of the many organisations they have taken over.

I get why people want to know. But often the reason is never going to be shared.

Nasqueron

Darioargento1 said:

OK, I can see I’m not going to get an answer here. Thanks to all those who tried to help. 

Lots of these systems are automated, perhaps they changed something or upgraded and it ran through an old system and found they were meant to refund you for something and it was missed, the "reason" may well be a generic code which doesn't mean anything and the value is low enough it wouldn't need any sort of manual processing. In essence, the computer noted you were due a refund, told the payment computer to pay it because reason code ABC123 (legacy refund) and that's all NW staff can see.

They are allowed even under GDPR to reject SARs when it's data that cannot realistically be found in a reasonable time - the front line staff may not even know what the code meant it's that old, perhaps some old programmer sat in a nursing home enjoying his retirement would look at it and instantly recall it meant an interest payment miscalculation (aka bank error in your favour) !