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  • FIRST POST
    • oranabana
    • By oranabana 10th Jan 19, 11:02 PM
    • 240Posts
    • 19Thanks
    oranabana
    Nationwide Issues (Account loss, app not accessible)
    • #1
    • 10th Jan 19, 11:02 PM
    Nationwide Issues (Account loss, app not accessible) 10th Jan 19 at 11:02 PM
    Been a loyal Nationwide customer for decades. But not using it much these days, as living abroad. But there is still a sizable 5 figure saving in there.

    In Dec I got a secure message through their system, telling me that the Postoffice has returned some mail as undeliverable, and as a security measure they have put restrictions onto my account.

    So when I login to the online banking now, I cannot even see my account(s) let alone carry out any transactions. They say also in their message that I can update the address if I moved, but I need a card and card reader for it. I do not have a valid card at present, as that was returned by the post office.

    I cannot fly half way around the world, just so they can see me at a branch. Not been able to call them yet, and tried to use their mobile app (hoping that it would perhaps let me access my account) - but that seems non-existen on the Google Play store.

    My questions are:

    1. What are my options - other than going into a branch. Is this normal?

    2. Where can I download the Nationwide Banking App. Can find it on Google Play store, but unable to download it (says the file does not exist!)
Page 1
    • EarthBoy
    • By EarthBoy 11th Jan 19, 7:24 AM
    • 2,102 Posts
    • 1,435 Thanks
    EarthBoy
    • #2
    • 11th Jan 19, 7:24 AM
    • #2
    • 11th Jan 19, 7:24 AM
    Even if you download the app I think you might still need a card reader to access it the first time.
    • BoGoF
    • By BoGoF 11th Jan 19, 7:39 AM
    • 4,026 Posts
    • 3,540 Thanks
    BoGoF
    • #3
    • 11th Jan 19, 7:39 AM
    • #3
    • 11th Jan 19, 7:39 AM
    You may now find that as a non UK resident they no longer want you as a customer.

    Was the address they held for you a UK one or your foreign address?
    • 18cc
    • By 18cc 11th Jan 19, 7:50 AM
    • 1,163 Posts
    • 834 Thanks
    18cc
    • #4
    • 11th Jan 19, 7:50 AM
    • #4
    • 11th Jan 19, 7:50 AM
    The Nationwide app is on Google Play but you won't be able to use it if they have locked you out of Internet banking and if you don't have your card and card reader

    the best thing to do is to call them and update your address to your current one and see what they say - as above they may close your account but you will have to see what they do
    • Gary_Dexter
    • By Gary_Dexter 11th Jan 19, 7:52 AM
    • 3,795 Posts
    • 2,328 Thanks
    Gary_Dexter
    • #5
    • 11th Jan 19, 7:52 AM
    • #5
    • 11th Jan 19, 7:52 AM
    https://www.nationwide.co.uk/support/support-articles/apply-activate/nationwide-customers-living-and-or-working-abroad

    However they are still not obliged to keep you as a customer especially if you haven’t updated them with your overseas address.

    I’m guessing as the post got returned as undeliverable you’ve not changed your address as you should have done?
    • oranabana
    • By oranabana 11th Jan 19, 8:10 AM
    • 240 Posts
    • 19 Thanks
    oranabana
    • #6
    • 11th Jan 19, 8:10 AM
    • #6
    • 11th Jan 19, 8:10 AM
    Thanks for your replies. Should have worded it differently. I am working abroad on a regular basis, but still live at the same address - just not there much, as for a large amount of time i am staying in hotels as part of my consulting work with clients. That's what i meant by "living".

    Actually, i don't mind if they want to close that account, BUT i do mind if they just run off with my money. Surely they have to transfer that back to me before closing any account of mine.

    Either way, will call them and see what's going on here.
    • eDicky
    • By eDicky 11th Jan 19, 8:46 AM
    • 4,349 Posts
    • 2,508 Thanks
    eDicky
    • #7
    • 11th Jan 19, 8:46 AM
    • #7
    • 11th Jan 19, 8:46 AM
    the Postoffice has returned some mail as undeliverable
    Originally posted by oranabana
    still live at the same address - just not there much
    Originally posted by oranabana
    So what's the explanation for the returned mail, the source of your problem..?
    • 18cc
    • By 18cc 11th Jan 19, 9:29 AM
    • 1,163 Posts
    • 834 Thanks
    18cc
    • #8
    • 11th Jan 19, 9:29 AM
    • #8
    • 11th Jan 19, 9:29 AM
    Well if you are still living there albeit infrequently doesn't the post just get pushed through letterbox and pile up so that you can open it when you return not sure why they would send the post back to Nationwide
    • oranabana
    • By oranabana 11th Jan 19, 9:23 PM
    • 240 Posts
    • 19 Thanks
    oranabana
    • #9
    • 11th Jan 19, 9:23 PM
    • #9
    • 11th Jan 19, 9:23 PM
    Well if you are still living there albeit infrequently doesn't the post just get pushed through letterbox and pile up so that you can open it when you return not sure why they would send the post back to Nationwide
    Originally posted by 18cc
    Indeed thats what normally happens. And my flatmates tend to keep things organized and in a pile for me when i come back. Perhaps it had to be signed for? But even thats not normally an issue.

    Tried to call Nationwide, but after 25min on hold gave up. (costs are not cheap to call from abroad)
    • John G Jones
    • By John G Jones 12th Jan 19, 11:50 PM
    • 531 Posts
    • 721 Thanks
    John G Jones
    Who sent your post back to them, and why?

    Are you up to date on your rent?
    • oranabana
    • By oranabana 16th Jan 19, 10:21 AM
    • 240 Posts
    • 19 Thanks
    oranabana
    After sending them another secure message they have agreed to resent the card, and made my accounts visible again. Still don't know why this happened in the first place.
    • Xebbo
    • By Xebbo 16th Jan 19, 3:45 PM
    • 1 Posts
    • 0 Thanks
    Xebbo
    For whatever reason, your post got returned to Nationwide.

    This could have been someone else living at the property, the post got delivered to the WRONG property by Royal Mail and they sent it back, or it got lost internally within Royal Mail and ended up back with Nationwide.

    If nationwide receive post back they'll put a restriction on your account(s) until you make contact and either agree to update your address, or confirm that you are still able to receive post at the address they hold on file.

    It looks like you have done the latter, so the restriction will be lifted, I believe, within two working days. (Although from your post it looks like its been done already.)

    Sounds like the final part of the mystery is why the post got returned in the first place!
    • cloud_dog
    • By cloud_dog 16th Jan 19, 4:42 PM
    • 4,123 Posts
    • 2,535 Thanks
    cloud_dog
    Still don't know why this happened in the first place.
    Originally posted by oranabana
    We know why it occurred.

    I also believe the actions taken by NW were warranted and were in your best interests. Perhaps you need to consider banking with a more 'international' bank that is more aligned with your lifestyle.
    Personal Responsibility - Sad but True

    Sometimes.... I am like a dog with a bone
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