Nationwide Credit Card Customer Services Contact Problem

hansi

SW42 wrote: »

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:

I had a very similar experience (see my other posts) and I would suggest you speak to their Fraud Team (TSYS) on 02476 438989 and send a letter of complaint to Sarah Janecki who is the Complaints Manager at NCCS PO Box 8738, Wigston LE18 9BG. I did, and it worked wonders. Good Luck!

SW42

sofa_surfer wrote: »

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!

Oh, excellent, I shall do some research on them. Thanks very much :beer:

SW42

hansi wrote: »

I had a very similar experience (see my other posts) and I would suggest you speak to their Fraud Team (TSYS) on 02476 438989 and send a letter of complaint to Sarah Janecki who is the Complaints Manager at NCCS PO Box 8738, Wigston LE18 9BG. I did, and it worked wonders. Good Luck!

Thanks, I've already sorted out the fraud - well in that they just cancelled my card immediately and sent out another :rolleyes:

I'll consider the complaint though. I sort of complained using the website.. but they haven't replied yet :rotfl:

chris_o

SW42 wrote: »

Oh, excellent, I shall do some research on them. Thanks very much :beer:

If you go for the Post Office Mastercard, you can get £20.50 cashback by applying through TopCashback.

SW42

An update on my dealings with Nationwide...

One month after my new card had been issued (see earlier post in this thread) my first statement shows two more transactions I didn't recognise. I phoned Customer Services and the separate number for the Fraud Dept but after holding for about 5 minutes on each one, I decided to just phone the number for Lost/Stolen cards. I got through immediately and the lady on the phone dealt with me without mention of whether my card was lost or stolen. So I'd recommend phoning this number.

As it was fraudulent activity, she contacted the Fraud Dept herself and said she'd get them to phone me back when they were free, which they did this time so I was happy about that. Unfortunately they had to cancel the card (again) but as I am due to go on holiday very soon, they said they would send the new card to a branch near where I live (presumably it's quicker if they rely on their own courier methods). They said I should pop in towards the end of the week to pick it up. I also said I would like to cancel the Direct Debit I had set up to pay off the amount outstanding each month, as the last amount was collected even though I'd reported it as fraudulent. I was told I couldn't cancel from my bank and it had to be done in person at the branch. No problem I thought, I'd be there anyway to pick up the new card.

So today I pop into the branch. It turns out they received my card yesterday and as there was no note explaining why they'd been sent it, they forwarded it to my home address! Which rather defeats the whole point... And to top it all off, they can't cancel the Direct Debit, they said I had to do it from my bank AND phone Credit Cards services to tell them. I'm going round in circles!

I'd just like to point out that everybody I spoke to (once I got through) on the phone and in person were friendly and sympathetic. But no amount of good customer soft skills will make up for the incompetence that is evident in all my dealings with them. In my company, they are always banging on about HOW we do things. Well in Nationwide, I think they need to focus on WHAT they do.

System

I asked for a direct debit form, got that in the post - but also got a random letter from credit card services stating that my application for a Nationwide Credit Card was unsuccessful, phoned them up and apparently their systems are now generating random letters & the existing account is fine.

Thought I was getting a letter, Egg Style :rolleyes:

dc

Looks like they have re-organised just about everything at once, ( statements, phones customer services etc) and are in a Terminal 5 situation.

Their fraud dept is the best I have used, hope it remains so.

I had the "merchandise interst" applied on the 27th March. Sent 2 emails from my internet account (neither answered to date) despite 5 day promise, plus many failed phone calls.

I finally got through without a wait after negotiating their new, time wasting entry system at 10:45pm. So just before closing time seems to be a good time, ( as well as during national sporting events). I wonder if they have moved it to India?

They admitted they were short staffed and the Merchandise interst mistakes seem to have compounded the problems.

Now I know other folks have been suffering the same I think a letter to head office is called for.

fitorbust

I have just written to cancel my newish Nationwide CC. I couldn't get through to activate the thing, rang Nationwide Bank to let them know I was travelling and would be using my debit (flexaccount) and CC, and they tried to transfer me to the CC dept (which has nothing to do with thebank) and 90 minutes later still couldn't get through.....
I then tried the next day at the airport for 2 hours on and off and no reply.
So - I am left with a card I can't actually get through to activate.
I've never met any customer service like this.
Thanks goodness I had my debit card and had loaded the account before we went away.

beaujolais-nouveau

dc wrote: »

They admitted they were short staffed and the Merchandise interst mistakes seem to have compounded the problems.

Now I know other folks have been suffering the same I think a letter to head office is called for.

I have now written to BBC Moneybox, inviting them to investigate this on their programme. This is how I finished my message to BBC Moneybox,

"I don't know how customers can get these rogue entries removed, if they cannot reach the customer services by telephone and e-mail messages are not replied to (reported by some on the MSE forum). Do we all really have to write to Head Office?"

dc wrote: »

and are in a Terminal 5 situation.

LOL! :rotfl:

headoutthesand

I just read this thread and had to dig my last statement out.

My statement shows merchandise interest which i am assuming is just normal purchase interest?!?!

I haven't tried recently to get through but didn't have any of the problems everyone else seems to have had.

I use the number on 'saynoto0870' incase I am on a while.