New Nationwide online banking mess

buteman

I've been a nationwide customer for over 60 years and have been happy with their service.They have now decided to change from an excellent system which gives you all the possible information you could possibly want. Now they have a team who just don't seem to have any idea what is useful. For example I have used my credit card to pay just about everything I want. Now with the old system I can see at a glance both for my flex account and my credit card statement. I have it set up to pay off the outstanding credit card balance each month. The money comes from my flex account so I need to make sure there is enough in it so it doesn't end up overdrawn. With the new system you can only find out what that amount is by going through all the transactions for the month manually. Their AI was useless for information I needed ( it did admit this ) and passed me on to a human. Well they didn't answer my question but just told me how I could pay it not how much it needed to be. I tried to look to see if I had been mistaken but I wasn't. They had logged me out, They said I could go back to the chat but guess what I couldn't it put be back to the AI as with a new chat!

eskbanker

I have it set up to pay off the outstanding credit card balance each month. The money comes from my flex account so I need to make sure there is enough in it so it doesn't end up overdrawn. With the new system you can only find out what that amount is by going through all the transactions for the month manually.

Perhaps I'm misunderstanding what you're trying to say but surely the total amount is clearly specified on the monthly credit card statement?

Robin9

What has changed ? When I select Credit Card I see:

Your latest statement balance on 14 October was £120.65.

Your minimum payment of £25.00 is due by 8 November 2026.

buteman

Ah not the same thing. The way it works is I have to pay an outstanding amount from the previous month but the figure I see is the sum of that and the current amount for this month. The credit card statement comes up with 2 headings 'simple' and 'detailed'. the stupid system just changes the font and column order. they seem to have gone from practical to pretty. Now both systems have been available for several months and you can switch between them. They are going to remove the old one shortly and for the life of me I can't see why. Obviously they are both using the same data.

Robin9

Are you looking at the App or online ?

I only use the web site - never bothered with the app.

buteman

Only online

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82180631#Comment_82180631

Still not sure I'm understanding exactly what you're trying to describe - are you saying you're opening a monthly credit card statement document and it doesn't give the usual information about statement total, due date, interest rates, etc?

Robin9

@buteman I also am confused - could you post what you are seeing please \(redact any personal info and account numbers)

This what I see on my statement

Balancefrompreviousstatement £2,374.00
Newtransactions £120.65
PaymentsandcredittoyourCreditCard £2,374.00
Fees £0.00
Interest £0.00
Closingbalance £120.65
Minimum paymentdue £25.00
Paymentduedate 08November2026
Estimatedinterestamount
£2.15

buteman

Right let's start again then. My monthly start date is the 5th. So on the first month say that was January ( which was about 50 years ago ) I made payments for various things. On the 4th of February that 'month' ended. So a new month started. From then on it showed the full amount owed. So January's and the current amount for February added together, It also showed the amount for January and the date I would have to pay that in which was usually the last or last but one day of then month.

In this case February. So come March 4th 'February; ended and a new 'month started and so on. Now the new system, if you can call it that gives me just a tiny amount of information. It gives the date of transactions for the month so far and the total amount owed. Nothing about how much I owe from the previous month or when I need to pay it.

The only way I can find out what I will need to pay in is to add up the amounts so far this month manually and deduct it from the total and guess when I will have to pay in. Now I know I have been fortunate but I have always settled it by paying the full amount in. I have it set up to take the money from my flex account automatically on the due date.

Near the due date I just make sure my flex account is not going to be overdrawn when it does that. So the new system is a real downgrade for me. @Robin9 you appear to be looking at the old system which Nationwide is going to end soon unless for some reason you know why yours is different.

Since writing this I thought I would try using a different browser. I usually use Firefox so I installed Chromium and would you believe it now I can see what Robin9 sees!!! Except that to find the due date I have to select view full statement and then choose the current month then download it to see it. I guess I will have to try to update firefox but then it often bails out part way through watching a video on Youtube so perhaps I will stick with Chromium

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82181501#Comment_82181501

I gave up after three lines - please put some paragraph markers in your post.

Like this.

flaneurs_lobster

Is the problem just being able to see a statement amount? Or is it that the payment date doesn't align with the date that you choose to pay your bills?

Would changing the payment date help?