Nationwide understaffed and overworked

Kantankrus_Mare

I do think this all depends on location and of course staff in individual branches, much the same as any other service industry.

I have two near me.

One in Grimsby (the main branch) I rarely use this but my mother does and complains about the length of time queueing constantly)

A smaller branch in Cleethorpes is excellent. Has had the same staff for years and cant fault it.

I personally have had nothing but good service from Nationwide over a period of twenty years.

BallandChain

What a bunch of incompetent idiots Nationwide are. I wanted to close my a/c I've held with them for years and went to their website to get the branch number, got that and then telephoned. The number they gave me online looks like a branch number, yet it put me through to their call centre! So, after getting through to an advisor stated I wanted to close my a/c and I wanted cash, not cheque.

Advisor tells me that the branch needs 3 days notice, no problem but the advisor couldn't get through to my local branch. She told me that a note has been put on the computer for the branch to call me. This was yesterday and no phone call came so I rang the call centre again the same day!

A guy answered this time and said yes there was a note for the staff at my local branch to contact me. I got him to try the branch directly, he tried and couldn't get through. I asked for a direct phone number and he told me there isn't one and he only gets through on an internal phone system.

Today, no phone call still! What is the point of putting local branch numbers on their website if all the numbers just take you to a call centre? I couldn't ring today so will be calling them tomorrow. (The day I should have been able to go to my branch to close the account.)

How many more phone calls before I get a response from my branch. It's really annoying as if I can't get any joy I'm going to have to call into the branch (10 mile round trip) to give them notice I wish to close the a/c and then call again for the cash.

Every time I have gone in any of their branches there is always a long queue. I'll be glad to be rid of them and their poor customer service.

DUKE

I went in there twice yesterday, no one paid the slightest bit of attention to me until I wandered up to the the window and knocked on it

BallandChain

I rang the call centre again today and they said their internal system wasn't working! The girl I spoke to had to e-mail my branch. Well, finally I got a call from my branch to say I could close the a/c and call in. She apologised for not calling sooner and said there must have been a problem as they hadn't received a request for them to call me.

Something tells me closing this a/c isn't going to be that straight forward. I'm expecting something else to go wrong in branch!

Just to add on my previous calls to the call centre they said there wasn't a direct number to call to get through to the local branch. I pressed 1471 after my branch called and it was a 0800 number!! So I've been dialling their number they give online and having to pay for it. I'll be glad to leave there.

bristolleedsfan

randomsam08 wrote: »

idoes anyone have an email address for the complaints department at all? i asked them but no one was that helpful

[EMAIL="graham.beale@nationwide.co.uk"]graham.beale@nationwide.co.uk[/EMAIL] :cool:

Cheezed me off as well during my former Portman ISA transfer out ( 3 Month Saga :eek: ) that nobody was prepared to give out an external email address even though the post was being disrupted at the time. :rolleyes:

I agree totally with the Staff overworked and only two cashier position comments. :T

At the time of the member led demutalisation vote, Nationwide local Branch had three cashier positions always filled, Staff said if we forced to convert to a Bank staff will lose their jobs and customers will get worse service.

After Nationwide won the vote by skin of its teeth first thing that happened was Branch was revamped and No of Cashier Positions went down from three to two. :wall:

peeedoffandskint

another rant about nationwide, they advertise that if you pay a flex account cheque into any flex account it will take 4 days to clear rather than the usual 5, anyway after paying my cheque in it didnt clear for 5 days. i spent a whole morning of calls back and forth to try and find out why, guess what, no one could answer as to why this has happened. anyway to cut a long story short i have sent a letter of complaint to the CEO of nationwide enclosing a bill for £30 for not following their advertised clearing times, also billed them for 5 hours @ min wage for having to spend half the day on the phone due to their errors, also billed them for all the phone calls i made to their premium rate number regarding their error and to top it off just for fun i stuck in an administrative charge for the time and cost involved in writing and posting a letter of complaint. none of this would have happened if they had followed procedures set out by themselves.

chances of them paying????

i wont hold my breath lol

bristolleedsfan

peeedoffandskint wrote: »

chances of them paying????

i wont hold my breath lol

Yip, they will pay and then u will probably wish that u had asked for more.

peeedoffandskint

bristolleedsfan wrote: »

Yip, they will pay and then u will probably wish that u had asked for more.

you really think they will?

in total my 'bill' is £99.42

how long u reckon i should wait then? recorded delivery to the ceo today so they'll receive it tomorrow, should i ring to confirm their receipt of the bill then?

bristolleedsfan

peeedoffandskint wrote: »

, should i ring to confirm their receipt of the bill then?

U want to ring them and then bill them xtra for xtra call u made. :rotfl: :rotfl: :rotfl:

Interesting though, For 12 Months Ive given Loughborough BS Three Flexi Account cheques at the same time, every Single Month they show as "being Processed" two days after Loughborough pay the cheques in. ( they pay in on a Monday, on the Wednesday cheques are showing as "being processed"

This months payments is first occasion out of 12 that the Cheques are not showing as "being processed" two days after Loughborough BS paid the cheques in.

Edited to add that above mentioned cheques went through my current account 3 working days later than they should have done and went through twice. :wall: ( instead of 3 x 250 debits i ended up with 6x 250 debits)