Nationwide Credit Card Customer Services Contact Problem

meanscot

Yesterday evening I notice a debit of £9.64 for "Merchandise Interest" taken on 25th March on my online CC statement.

Concerned about what "Merchandise Interest " was all about, I called the Nationwide Customer Services phone line.

I was on the phone for 2 hours listening to muzak and a constantly repeated messsage about all the Customer Service personnel being busy but I would be attended to soon.

I then attempted to contact Nationwide Customer Services yet again by phone this morning. One hour later - same result as last night.

I then contacted Nationwide HQ switchboard who listen to my complaint and put me on hold to contact Customers Service. After a few minutes, the HQ operator said that Customer Services advised me download a compalint form and send it in.

At this point I expressed my concern as a long time customer about such shoddy treatment. The operator then put me on hold to seek advice from his manager. A few minutes later he returned to say he would be able to put me through to some senior person in CC Customer Services who was waiting to speak with me . He also gave me a phone number to call in case there was a problem being put through.

I was put through to an answer machine. I persisted phoning the number and eventually a real person answered. I explain my concern about how long it was taking me to get through to find out about the "Merchandise Debit" om my statement.

The young lady accepted this was not good enough, but could not see the said debit for Merchadising Interest for £9.64 on her system. She then said she could check another system and came back to me and said she had found the debit on the other system.

She went on to say Nationwide had just set up a new phone system for CC Customer Services and that there was also a software fix needed because this problem was occuring with some other accounts.

She said she would put through a credit for my £9.65 right away.

Tonight still no sign of the credit on my statement.


Anyone else having problems contacting Nationwide and find a "Mechandisg Interest" debit on their CC statements ?

If the money is not through by tomorrow morning, said young lady will be receiving another very angry call.

meanscot

pj8210

You're not the only one! I received my Nationwide CC statement through yesterday with "Merchandise Interest" of £2.63 added to my bill! I pay off my bill each month, so immediately phoned Customer Services. Then the frustration started!!

I was on hold listening to that awful musak for around half an hour. I decided to phone the Nationwide switchboard where I was told that since Easter there have been a few problems.

I wonder how many people are affected by this error?!

Thomas_Crown

pj8210 wrote: »

I wonder how many people are affected by this error?!

See the thread ''Nationwide Credit Card'' on this page started by coptheath on 16/3/08.

hansi

Nationwide Customer Service (or non service) is a disgrace, I had a recent problem with them and spent about two hours listening to that mind numbing so called "Music". Just as well I was using the geographiocal number!!:mad: :mad: :mad: :mad: :mad:

bouncydog1

I had similar problems with Lloyds being left for ages and ages. I wrote to them with dates and times etc (all part of a complaint re: a balance transfer fee being applied to a fee free bt) and was given £20 compensation.

Worth a try......

mark*w_4

We were abroad using our Nationwide credit card this week when it was refused on Tuesday, with the message card cancelled (and we had told them we were going abroad and the exact dates). We've then spent ages and racked up a small fortune attempting to get through on the telephone number, as we thought maybe our card had been used fraudulently and that was why it had been cancelled.

Luckily, my wife had another credit card, but at the moment I'd be very cautious about relying on a Nationwide credit card abroad.

meanscot

£9.65 for "Mechandise Interest" refunded on my Nationwide CC yesterday.

However, last night I tried to purchase an item from Amazon.co.uk - twice my Nationwide CC was rejected by Amazon. :mad:

I pay off my CC bills every month and had over 6k to go to my Nationwide CC limit. I ended up paying using another Bank's CC.

Today, I again went through 2 x 1 hour sessions trying to contact Nationwide Customer Services on the phone - without success.

I contacted again the same young lady who helped me yesterday this afternoon. She got someone from Customer Services to phone me back.

Customer Service lady could find no reason for my CC being rejected by Amazon but said she will investigate the problem and phone me back.

Nationwide still saying they are having phone problems but they are trying to put things right.


meanscot

meanscot

Still no phone back from Nationwide CC. :mad:

So I tried phoning Customer Services where I was kept waiting for 45 minues before I was able to speak to an adviser who sounded as if he was based in Asia.

He put me on hold and after a couple of minutes and then was able to tell me my attempt to purchase from Amazon was suspicious, hence the CC was suspended.

He said my Nationwide CC had now been unblocked and that Customer Service had been going to call me this afternoon.

He said that Nationwide were sorry about the long delays in answering calls and that the problem stemmed from customers trying to contact them because of the "Merchandise Interest" being debited from accounts.


meanscot

mroller

The same happened to me.

I didn't call them though, I just sent them a secure message and was refunded quickly.

I have not called Nationwide for a long while, always deal with them through secure messages and always got excellent service.

HTH

SW42

I also had to phone Customer 'Services' recently, when I discovered some fraudulent activity on my last bill (this wasn't Merchandise Interest btw). The first time I gave up after being put on hold for half an hour. The second time, I got through, again after at least a half hour wait. Unfortunately, due to the nature of my complaint (fraudulent activity) the person could not deal with me and had to pass me to another dept... who only work until 5pm :mad: . What's the point in having long CS hours if they can't deal with the most basic query?!

I told the person on the phone that I was not willing to phone again as I had better things to do than sit around on the phone for half an hour, especially as I now had to do it during 'normal' working hours, so he said he'd get them to phone me back the next day. Well of course, they never did, so I had to phone them again! Eventually, managed to get through to the right dept, and they decided to cancel my card (just as well I'm not going on holiday soon!) - I've had fraudulent activity before on other credit cards, and never have they had to cancel them.

I've recently had to contact them again on a different matter, and decided to send a message via online banking this time. It's been over a week, and not even an acknowledgement. Compare this to Capital One, who I also emailed via online banking and got a reply the very next day.

I only use Nationwide for overseas transactions. If there's another card out there that also doesn't charge commission, there is no doubt in my mind that I'd dump Nationwide. Their Customer Services is absolutely appalling - I'd say even comparable to BT :eek: .

Rant over :rolleyes:

sofa_surfer

SW42 wrote: »

(snip)... If there's another card out there that also doesn't charge commission, there is no doubt in my mind that I'd dump Nationwide...(snip)

Post Office
http://www.postoffice.co.uk/portal/po/jump1?catId=19400177&mediaId=34100665
Audi
http://about.audi.co.uk/Audi-credit-card/
Good luck!