Why do Nationwide make it so difficult to open a Flex One Account for a teenager?

TomR_PB

I know Nationwide have a reputation for needlessly pedantic processes but today really took the biscuit. My daughter was looking to open a Flex One account with Nationwide (and subsequently a Flex Saver account). She already has a Future Saver I set up for her many years ago, so Nationwide already had some relevant ID details (but that's under my Nationwide customer number, in her name).

Since you can supposedly open a Flex One online we started there. Some basic name/date of birth information is requested, which I assume immediately identifies her as being on the system as the next page says her contact details need to be updated and you can't do that online. Great. So either phone or pop into a branch.

Phone was the best option so call through and after some confusion can update the contact details. Except you can only update one piece of contact information per call (I REALLY REALLY wanted to put that whole sentence in capital letters). So end the call and start a new call to update the second piece of contact information.

Note 1) - the security checks and 'blurb' read out on the two calls differed. So much for Nationwide's pedantic attention to details.

Note 2) - being antiquated it now takes 24 hours before the Nationwide systems will update and we can go back again to attempt the online application.

How do Nationwide operate this way when their competitors are so much smoother and more linked up? It's only because the new apps don't handle childrens accounts well that Nationwide even became an option. What avenue of feedback will get Nationwide to up their game?

Rob5342

They are notorious for being extremely old fashioned, but I suppose there must be a lot of people who like archaic companies with antiquated systems otherwise they would put some money into modernising things.

Maybe if you wrote a complaint on parchment with a quill pen and got someone to deliver it to them on horseback they might take some notice.

AlvyLad

yesterday I've opened my new personal accounts online- no probs , did however have issues with MITEK script validating my ID (licence) , got my both saver and current accounts running , app works just fine now (initially bit tricky as for a full online access need to have app activated, that can only be done after you've confirmed email activation), waiting for card and PINs- all done online-electronically, as long as I've had my Customer Number,

I'm sure, with particulars she's got, she would've opened the account online, without you calling within half an hour, an hour max, hence, how I'd recommend to proceed from now on

subjecttocontract

https://forums.moneysavingexpert.com/discussion/comment/82024362#Comment_82024362

They may be old fashioned, antiquated & archaic........but it doesn't matter to them or most of us. They are profitable enough to pay qualifying account holders a £100 bonus every year for the last 4 years, something I don't think any others have managed to provide.

EarthBoy

https://forums.moneysavingexpert.com/discussion/comment/82024440#Comment_82024440

Other banks do pay annual bonuses, but to their shareholders, not to their customers. You're only getting a bonus because Nationwide is a building society, and you're a shareholding member.

Jemma01

A bit odd that her contact details can't be changed online. Is it because you're trying to change it on her behalf rather than her logging in to her account? Telephone calls are known to be less secure, most banks would rather shut it down if they could!!

friolento

I suppose for market leading rates, like the Nationwide Flex One Saver comes with, a minor will have to jump through some initial hoops.

Maegi

https://forums.moneysavingexpert.com/discussion/comment/82024440#Comment_82024440

I'd much rather have my actual shareholding and leave the boomers with their old fashioned, antiquated & archaic banking they love so much.

subjecttocontract

Maybe they don't love it as much as you think but going by the comments on MSE they certainly love the £100 they receive.

pinkdon

After faffing around we ended up having to go into a branch to open the Flex One account for my daughter, yes it’s more effort but we figured it was worth it for her.

The saver account was opened online once her main account was up and running and she’s had no issues so far. Great savings rate and shes found the app simple enough to navigate, seems pretty happy with it. Especially as she received the bonus last year and is set to again this year!

Enzo_L

https://forums.moneysavingexpert.com/discussion/comment/82024730#Comment_82024730

The youngest boomers are currently only 61. We had computers at school and university. We've used them at work since we first started working. We were probably using them before you were born. We've never had "old fashioned, antiquated & archaic" ways of doing things, and we've embraced every bit of new technology as soon as it has become available.

Your sneering about boomers is inappropriate.