Nationwide ISA

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undercoat11, yes thank you I will defiantly be writing, but I fear it will be a fairly long letter. I actually managed to get through to their savings and investments department this morning and as anyone who has tried will realise this isn’t where they deal with Isa transfers there is a separate department to which you have to be transferred again. I didn’t get that far sadly and after speaking with a surprisingly honest supervisor was advised not to even try as the waiting time was 40 minutes at least. I also said that I had previously requested a call back and this is meant to come within 48 hours. I never received the call and she told me I would in fact have to expect it within a week at least. The general impression is that the department dealing with the transfer of Isa’s is in utter chaos. I was told there is a long line of complaints and it has all been reported to upper management. One wonders whats happening in upper management.

To add to my misery of dealing with the Nationwide it actually took me two attempts to talk to a supervisor as when the voice of the lady came to the phone the first time and said hello the phone line went abruptly dead. I had to then call again and go through the merry go round of their telephone system. I was informed that their phone line has been doing that lately just disconnecting people wonderful isn’t it and to think their Chief Executive was paid 1.7 million last year.

I now await a call-back and who knows when that will be or where my cheque is? Or if/when my account will be open. I was literally told by the supervisor that there was nothing they could do to help me. I feel utterly helpless.

Sapphire

undercoat11 wrote: »

Ad - I would definitely recommend writing a letter of complaint in to the head office in Swindon. It isn't easy to find the address, but it can be done with the help of Google. It isn't easy to find on their website.

I wrote an angry letter on Friday and my ISA has now been opened - it isn't showing on my internet banking page, but I have been assured (via the internet messaging system) that it is open. I need to report that I can't see it (goodness knows what that is all about, but I have reported it).

I have got 2 other ISAs, but I am thinking of going to the Halifax with them, as I am totally fed up with the Nationwide.

I'm afraid you are unlikely to have any luck writing to Nationwide's Swindon office either. I wrote to the manager, ISA Transfers, with copies to the Chairman, the Chief Executive, the Divisional Director, Customer Service & Communications, and my local branch manager, with all letters marked 'private and confidential'. I explained the error that had been made with one of my transfers and the delay in another in detail, as well as describing the appalling communication problems. The response: a deafening silence from all parties at Nationwide.

I won't go into the problems I am having with the 'proud-to-be-different' Nationwide, since I have already done so twice. However, I tried phoning them (again) last Friday and was eventually put through to a disinterested-sounding woman who was allegedly a senior supervisor (I have her name, or at least the name she gave). She said Nationwide would call me within 24 hours because they were committed to do so. The result: a deafening silence from Nationwide.

I will never look at Nationwide in the same light again. Any faith I had in them has been destroyed. :cool:

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Sapphire wrote: »

I'm afraid you are unlikely to have any luck writing to Nationwide's Swindon office either. I wrote to the manager, ISA Transfers, with copies to the Chairman, the Chief Executive, the Divisional Director, Customer Service & Communications, and my local branch manager, with all letters marked 'private and confidential'. I explained the error that had been made with one of my transfers and the delay in another in detail, as well as describing the appalling communication problems. The response: a deafening silence from all parties at Nationwide.

I won't go into the problems I am having with the 'proud-to-be-different' Nationwide, since I have already done so twice. However, I tried phoning them (again) last Friday and was eventually put through to a disinterested-sounding woman who was allegedly a senior supervisor (I have her name, or at least the name she gave). She said Nationwide would call me within 24 hours because they were committed to do so. The result: a deafening silence from Nationwide.

I will never look at Nationwide in the same light again. Any faith I had in them has been destroyed. :cool:

Hi there, thanks for your advice I fear you maybe right and I'm sorry to hear of your problems as well and I don't think were alone either. I must say I have never come across such problems with a bank or building society as I have with the Nationwide. I think their adverts are a parody of themselves in reality. I just cannot believe I'm dealing with the Nationwide I still cannot believe just how bad the situation is.

Baldur

Ad wrote: »

Hi there, thanks for your advice I fear you maybe right and I'm sorry to hear of your problems as well and I don't think were alone either. I must say I have never come across such problems with a bank or building society as I have with the Nationwide. I think their adverts are a parody of themselves in reality. I just cannot believe I'm dealing with the Nationwide I still cannot believe just how bad the situation is.

In no way meaning to diminish your experiences but I would suggest that you take a look at the Lloyds TSB & Barclays ISA threads if you think that it can't get worse than Nationwide.

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Baldur wrote: »

In no way meaning to diminish your experiences but I would suggest that you take a look at the Lloyds TSB & Barclays ISA threads if you think that it can't get worse than Nationwide.

It can get worse...eek!

john_s_2

Update on the continuing saga of my application dated 12/02/2008.

The third application form that I sent on 02 June (first two had errors that were because of misadvice from NW - see previous posts) cannot be found. They will send me another one today (has to be 0708, which aren't held in branch).

Although person I spoke to has to go to the transfer team in person as she couldn't get through on the phone (it's the transfer team that has to send out the form). I asked for her to ring me back to confirm it's been sent but she said she is unable to make outgoing calls. I explained that a person I spoke to over two weeks ago (who was the only person I've spoken to in the past four months who sounds like she knew what she was doing) had rung me back about something. She was unable explain how she managed to do so. She went on to say that the person in question has since left. "For a better job," I opined.

The switchboard answered at 09:47, the 'help' desk answered at 10:02, and the call finished at 10:17. So it took 15 minutes to establish that they'd lost a form and to explain how they were going to send out another one.

What a shower.

john_s_2

Update to above. The form hasn't turned up yet (two days after it should have been sent) so I phoned to check it had gone. They confirmed it has, and suggested I give it till the end of the week.

In the past I had been told it wasn't possible to collect these forms (0708 tax year) from the branch but I thought I'd double check.

"Yes, you can collect one from the branch."
"Are you sure?" I replied, "I've been told by your colleague that it is not possible as it is for the previous tax year - they are no longer held in branch."
"Yes, they will have them in the branch." She was quite certain.

So off I toddled - there is one opposite where I work. They seemed very surprised that I was asking. I explained why and that Swindon had assured me they would have them. But the chap I spoke to confirmed they destroyed them all at the start of the new tax year. I asked to speak to his manager (for what it's worth) but he told me the manager wasn't in. I left, suggesting he should go to the pub, seeing how the manager wouldn't know.

I phoned NW back and informed them that the branch (at least, the one on the Strand in London) doesn't hold 0708 ISA Application Forms. So hopefully they won't make that mistake again ;-)

Speculator

My mother applied to transfer her former Portman ISA to Nationwide 6.15% 2yr fixed ISA on the 28th of March.

Today she received a letter confirming the transfer has been processed and backdated to 28th of March. Total time to process internal transfer = 12 weeks!

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My update is that I just received a letter saying they are looking into my account issues. I certainly won't be hoping for it to be open anytime soon they have to find the cheque they lost first.

I think their adverts are a parody of themselves.

paparossco

After making a complaint I was sent a holding letter from NW telling me to expect a full response by 18th June. On the 20th I got another now saying it will be 14th July! I have to say the letter is really patronising... "My invesitgations are going well, although they are taking a little longer than anticipated." It is clear that has no relation to my case but a standard text.

The number on both letterheads is 01793 712427, Fax 01793 712401