Application form problems opening a Nationwide fixed rate ISA

pazbhan

I dont mean to appear cheeky, i did say write a letter and email it, letters always contain name and address otherwise how can an organisation look into anything.

Letter should contain all relevant information including history of transfer that u are aware of.[/QUOTE]

A letter has been sent as you suggested but the email I sent was only to bring this forum to their attention.

bristolleedsfan

pazbhan wrote: »

the email I sent was only to bring this forum to their attention.

"Does anybody know an email for Nationwide that I could send these complaints to? The higher up the better."

A lot of Building Societies read this forum as a matter of course as its a good way of picking up feedback and ideas.

john_s_2

This goes from bad to worse... To recap, I submitted my application in February. Two ISAs were transferred in. To date, one has been added. They sent me another application form in late April with no explanation. After phoning them they told me that as the previous providers' cheques had different dates I had to complete the second form. So I did.

I phoned them two weeks later and they confirmed they had received the form and suggested I give it another two weeks.

So a further two weeks on I have just come off the phone to them...

I need to send yet another form as the one I sent had the wrong date on it apparently. (I took a copy but it's at work. I'm off this week.) She couldn't explain why this has only just been noticed today.

Furthermore I was told to collect the form from my branch! At this point I asked to speak to a manager or customer complaints department. She said she was unable to put me through to either. Fortunately I managed to keep my temper - she was being as helpful as she could be and was only relaying what the Transfers team had told her to say (I was on hold while she spoke to them). I asked to speak to the Transfers team and she agreed it was ironic that she couldn't transfer calls to them.

She agreed to get back to her Transfers Team and ask them to send me out the form, and that she would phone me back if they were unable to. So I am going to give it till Friday (two days) to receive it.

One day I'll look back on this and laugh. Probably when Nationwide have gone bust (I don't mean that - the staff can't help the rubbish systems they work within).

john_s_2

Quick update to above post. I haven't received the form that was allegedly sent out yesterday but I wouldn't expect it for two days.

But I phoned them up again as I wanted to confirm what was wrong with the date I had entered on my second form. I don't recall having to enter any dates, other than the date I signed it. The person I spoke to couldn't understand either (I'd been told yesterday it had to be the date on the chq Halifax had sent them). After speaking to her supervisor she confirmed the only date I needed to enter on the form was the date I signed it.

She tried asking the transfers team (who don't take calls from the public) but she "couldn't speak to the person she needed to". She confirmed there is only one person on that team who could answer this question.

She told me she'll ring me back before 19:00 this evening with the answer. I shall post again following this call (or lack of it...)

Of course, if I put the wrong year on the date (or similar) then I shall hold my hands up high and admit it. I admit my mistakes.

Trying to deal with Nationwide is like pulling teeth. According to this article:

http://www.thisismoney.co.uk/saving-and-banking/article.html?in_article_id=429825&in_page_id=7

"Nationwide says it has started a process this month [January 2008] that will keep customers up to date with the progress of their Isa application."

Other than compliment slips (without contact numbers but promising to deal with application within 5 days of receiving previous provider's cheque); a statement showing one of my cheques had been added; and a certificate showing the same, I have had no other updates. So I guess they've either abandoned this system, or it never existed in the first place.

john_s_2

Just received my phonecall. Blimey they're a bunch of incompetents! But not the person I spoke to - she's the first person so far who sounds like she knows what she's talking about.

The 'wrong date' on the form that I was told about yesterday in fact refers to the fact that the second application form I was sent was an 0809 form. It needs to be a 0708 form as that was the year I applied. Furthermore, if I had gone to my branch to collect such a form (as I'd been asked to yesterday) I wouldn't have been able to! Even the person I spoke to doesn't have access to them - she has to wait till the person who keeps them is in tomorrow morning.

In addition I had already queried this with NW on 15 May. They had assured me that it was OK that it was an 0809 form - they would treat it as a 0708 form. Obviously the person I spoke to is going to feed this bad advice up the line and apologised to me.

I think, between the lines, the problem is that you can only add one lot of funds to an NW FRISA. So I should have been advised to complete two forms when I submitted it in-branch back in February. And that is presumably what they intended to do when they sent me the second form back in late April. Thus I would be opening two FRISAs instead of one (which is OK as they are both transfers and not new money). It has taken them three and a half months to tell me this crucial bit of information.

bristolleedsfan

john_s wrote: »

I think, between the lines, the problem is that you can only add one lot of funds to an NW FRISA. So I should have been advised to complete two forms when I submitted it in-branch back in February. And that is presumably what they intended to do when they sent me the second form back in late April. Thus I would be opening two FRISAs instead of one (which is OK as they are both transfers and not new money).quote]


:T Yes u are correct, I automatically completed seperate application forms as it was apparent that the funds from different sources would arrive at different times and holding seperate FRISA accounts was the only way that One year terms could be achieved on all the money.

Lychee

john s

I'm just waiting for Nationwide to contact me now :P When I went into the local Nationwide branch 3 weeks ago to transfer 2 ISAs to their Fixed Rate Isa, I specifically asked for 2 application forms. The lady refused to give me 2 application forms, insisting I only needed one application form and 2 transfer forms. but as I thought, 2 application forms are required. Great. just great. I'm going to complain about that branch.

Sapphire

bristolleedsfan wrote: »

john_s wrote: »

I think, between the lines, the problem is that you can only add one lot of funds to an NW FRISA.

Not according to what they've done with my transfer - they added the transferred money to another FRISA I'd opened in September 2007 (see earlier post). I only know this because it shows up on my online accounts. They haven't done me the courtesy to contact me at all. This has been going on since 23 March. :mad:

I cannot believe that about the only financial company one felt one could trust a little is so incompetent and disrespectful of its customers. Wouldn't surprise me if they lost business because customers now view them in a completely different light.

I've now taken strong action. :mad:

john_s_2

Wouldn't surprise me if they lost business because customers now view them in a completely different light.

They've certainly lost any hope of me opening any other accounts with them. I always liked NW from afar - they used to sponsor the Football League and the Conference League. My team was in the Conference at the time. Their website was very good, with match reports and all sorts. When Coca Cola took over the sponsorship their website consisted of nothing but competitions you could enter.

But it was a long time before NW offered an account I was interested in! So I was pleased to at last open an account with them back in February.

But that's the last time I'll be sending any business their way. Disillusioned is an understatement.

evosy1978

Ok so today i finally found out what was not explained to me when i went for my isa opening meeting with branch women.
My story-

12/3/08 - interview with branch women, i want to open isa 6.15 fixed 1 year account, and i want to put my money from my other bank into this and i want to put my £3600 allowance in when ive got it. (as ive just found out its at this point that she should of told me once ive put my transfer in - in, then i cant put no more money in?!"?)

many phone calls later i get my certificate which says account matures 15/4/09 and it has my money from my other account in it. (one month total not too bad).

Anyway its appeared on my internet banking and for 2 weeks ive been trying to put my allowance in, and it keeps saying not possible. so ive been messaging them and they have been replying saying sorry for inconvenience, just keep trying??????

Phone today and man says blah blah blah you cant put money in any more full stop its got too mature with whats in it. so im starting to go mad with the fact that i did not know this , the women at the branch never told me this or what the definition of a BOND actually was.

Rant over. theres nothing i can do bout it now. ill leave my money there to mature.

What i want to know now is can i open up another isa and put my £3600 into it because the nice man today was unsure whether i could and when he said at first that i couldnt, as you can probably imagine i bit hes cuffin head off lol. but he retracted that and said he didnt know????

And if i can it wont be with NW,.