poor Nationwide customer service

pin

I am normally a big supporter of Nationwide and often defend it when people get poor service from it. However now I've recieved the poor service and am not happy!

Basically this is the situation. I was trying to log into the ebanking, but it kept on saying my details were wrong. I'm presently in the USA. So I call Nationwide up and ask what is going on. They tell me that I have been locked out because I attempted to enter my details in wrong three times. They gave the date and time this happened. At that time I was on a plane (to the USA). They have no explanation. They also have no explanation to why the ebanking didn't say I had been locked out and I needed to contact customer services.

Now, to get back into ebanking I need to re-register. This will involve them sending a PIN through the post. Not much use as I'm out of the country for a month. I explain this to them, there is no way round this. Every other financial instution I have been with has been able to re-set security details over the phone so I can access the site pretty much after the phone call, but not Nationwide.

Luckily I registered with phone banking just before I left. When I registered it said all my accounts would be included (I have flex account, e-savings and credit card). I tried using phone banking. My flex account details are there. I was to transfer some money between accounts, however phone banking cannot find my other accounts (although they are supposed to be registered). Speak to customer services again. They say use internet banking, I explain not possible. They say sorry, what about visiting a brach? I say not possible. They say there is nothing they can do (i.e. they can't do it over the phone).

Great service by Nationwide, not. Am very dissapointed. Would like to email a complaint to them, however, I can't as I can't access ebanking.

grownup1

Actually - I'm also a staunch defender of Nationwide, but they did something similar to me when my account was frozen because a letter addressed to me had been returned undelivered (some kind of postal error). They didn't try again or phone so I had no warning. They do have great mortgage and interest rates though.

Milarky

A word of warning about Telephone Self Service [this explains pin's problem]: you can only transfer money FROM flexaccount TO other accounts, not the other way around.

Yes, 'great idea' Nationwide! But the TSS is only meant to replicate what you can already doing via a Nationwide ATM - which is make bill payments and transfer money TO other NW accounts. The one thing it does in addition to this is pay money INTO your e-savings from Flex, but not [again!] in reverse. [Oh, and you may be able to set up a future dates instead of simply withdrawing/transferring on the day?]

[Sorry, the're not there yet!]

BTW Has anyone been having difficulties with NW once logged in? My EMM can get the balances [etc] but can't link to NW directly. I have to log in directly instead. The same thing happens with FD 'my accounts' too. So I think there may be something slightly wrong with the NW's site.

pin

But that is what I was trying to do, transfer money from my flex to my esavings!! Its soo annoying. I have way too much money in my flex and want to transfer it to my esavings.

Benuk73

pin wrote:

I am normally a big supporter of Nationwide and often defend it when people get poor service from it. However now I've recieved the poor service and am not happy!

Basically this is the situation. I was trying to log into the ebanking, but it kept on saying my details were wrong. I'm presently in the USA. So I call Nationwide up and ask what is going on. They tell me that I have been locked out because I attempted to enter my details in wrong three times. They gave the date and time this happened. At that time I was on a plane (to the USA). They have no explanation. They also have no explanation to why the ebanking didn't say I had been locked out and I needed to contact customer services.

Now, to get back into ebanking I need to re-register. This will involve them sending a PIN through the post. Not much use as I'm out of the country for a month. I explain this to them, there is no way round this. Every other financial instution I have been with has been able to re-set security details over the phone so I can access the site pretty much after the phone call, but not Nationwide.

Luckily I registered with phone banking just before I left. When I registered it said all my accounts would be included (I have flex account, e-savings and credit card). I tried using phone banking. My flex account details are there. I was to transfer some money between accounts, however phone banking cannot find my other accounts (although they are supposed to be registered). Speak to customer services again. They say use internet banking, I explain not possible. They say sorry, what about visiting a brach? I say not possible. They say there is nothing they can do (i.e. they can't do it over the phone).

Great service by Nationwide, not. Am very dissapointed. Would like to email a complaint to them, however, I can't as I can't access ebanking.

Thats terrible service. But you know what they will say, It's to protect your security!! Heard it time and time before. Hope you get it sorted.

Joe_Bloggs

@Pin since you can't move it out and if you did you could not move it back, to help you out of a spot of bother. Leave it where it is and just accept less interest due to some strange internet phenomena. Appeal for the interest later. Complain to the CEO, he works for you.
J_B.

Midas

Milarky wrote:

BTW Has anyone been having difficulties with NW once logged in? My EMM can get the balances [etc] but can't link to NW directly. I have to log in directly instead. The same thing happens with FD 'my accounts' too. So I think there may be something slightly wrong with the NW's site.

If you mean Egg Money Manager, yes I can link into NW directly from it so not sure what's going on there. Doesn't work with firefox though, have to switch to IE.

tryme_2

I'm probably on the wrong track here. When I was using Firefox, it added "default" after .co.uk/default sort of thing.This was with Nationwide.

MarkyMarkD

EMM has had a problem with Nationwide for over a month and I've been backward and forward to them with e-mails to sort it out. It has NOW (tonight) been sorted. If you have these problems you need to change your IE settings to "reload this page on every visit" or words to that effect in Tools - Internet Options within IE, to ensure it downloads the newest software.

EMM doesn't work with Firefox for me too - pain!

ACID

.love the adverts though...

santana-mx3

MarkyMarkD wrote:

EMM has had a problem with Nationwide for over a month and I've been backward and forward to them with e-mails to sort it out. It has NOW (tonight) been sorted. If you have these problems you need to change your IE settings to "reload this page on every visit" or words to that effect in Tools - Internet Options within IE, to ensure it downloads the newest software.

EMM doesn't work with Firefox for me too - pain!

I have been using EMM for years and check it pretty much every day. I haven't had any difficulties accessing my Nationwide accounts through it. Maybe it only affected people with certain settings/software. I used to have problems with certain other institutions not working (eg. Tesco Finance) and Egg usually claimed the problem was at my end although I could reproduce the problem on several PCs. I eventually found a workaround and reported it to Egg but they weren't interested.

EMM not working with Firefox is an absolute pain. I started using Firefox recently after one of Martin's tips and the tabbed feature is great. As well as EMM, I need to switch to IE for using MSE Chat Forum Search otherwise it always tells me nothing was found.

As for Nationwide, I've been fortunate enough not to have the problem the OP has had. I have however had poor service from them on many occasions with regard to various problems with manual transactions: failure to act on standing orders and failure to pay in cheques (which they admit they have had for a while). Anything not involving human intervention has been fine!;)