Nationwide Building Society – the nightmare.

It’s easy to switch to Nationwide. And that’s a promise.”

(Quote from www.nationwide.co.uk)

Update 09/08/12: PIN for wife’s card finally arrives.  That now means everything has arrived!

Update 08/08/12: Replacement cheque books arrived.

Update 07/08/12: Replacement credit card received with correct spelling of surname and formatting of name.  More direct debits have also been appearing in the Nationwide account.

Update 06/08/12: The Nationwide manager contacted me today as promised.  We discussed each and every item on the list still not resolved.  He obviously did his research into the case and investigated each item and its progress, giving me dates of when it was actioned and dates of when I should see results.  Everything outstanding is in the post and I should receive this shortly.  I think we’re almost there.
Nationwide have also offered a goodwill gesture which I have happily accepted.  Another of their taglines is ‘On your side‘.  I’m starting to think that they are – but you just need to get through to the right person!

Update 04/08/12: Added more letters received to the table below and updated summary.

Update 03/08/12:  A Nationwide manager contacted me and said he will take ownership of this case/complaint and will ensure everything is resolved to my satisfaction.  Progress!  We agreed to wait to see what letters arrived on Friday and Saturday and have another update on Monday 06/08/12.
Just after the absolute nightmare computer glitch at the Ulster Bank, at the start of July, I started the switch to Nationwide. I wanted to have a nice clean start with a reputable organisation. I requested the following accounts to be set up over the phone:

  • Joint flexaccount for myself and my wife
  • Select Credit Card
  • Flexaccount for myself
  • Flexaccount for my wife

The process has been an absolute disaster, which I have attempted to document below. This is only a snapshot of the contact I have had with the Nationwide.

It does not include the multiple phone calls to try and get information corrected or new cards sent out, nor does it include several letters in the mail that had incorrect name/address that I binned because a replacement letter came.

I started compiling this list on the 2nd of August 2012 as accurately as I could. All dates in the table below are the dates specified on the letters/items received.

What next? I don’t know. I’m fed up. I just want my accounts to be set up and for me and my wife to get on with our lives and not have to constantly nag the Nationwide to put things right.

Right now, my direct debits are still coming out of my old bank account.

Anyway, the details are below.

Current state of applications (09/08/12)

  • Joint flexaccount for myself and my wife:
    • My debit card: Received 04/08/12, OK
    • My debit card PIN: Received, OK
    • Wife’s debit card: Received, OK
    • Wife’s debit card PIN: Received, OK
    • My chequebook: Received 08/08/12
    • Wife’s chequebook: Received 08/08/12
    • Address now correct on all accounts.
    • Direct debits transfer in progress – 
      Direct debit change notification email received from one of my suppliers 03/08/12.  Another received 04/08/12.  Progress is being made. 
    • Credit redirection letter given to my employer 07/08/12.
  • Select Credit Card
    • Received 07/08/12 – All ok
  • Flexaccount for myself
    • Card and PIN: Received, OK
  • Flexaccount for my wife
    • Card: Received, OK
    • PIN: Received 09/08/12

Notes

  • First Flexaccount (joint) application which we signed and sent back was ‘lost’ or delayed at some stage as when I was on the phone the agent said she would send out another.
  • No progress reports on switching progress of joint account. – which was promised on the website:Keep you informed throughout via text and provide a dedicated team to help with any questions.”

    I have not received a single text from Nationwide even though my mobile number has been provided at multiple points of the application process (at time of application on the phone, in the correction letter which was attached to the signed application, on my internet banking account which I added myself)

 

 

Date Account Description Error(s)
~06/07/12 Flexaccount – Me Application
(sign and return)
1. Surname spelt incorrectly.
2. Street missing from address
Application returned with cover letter explaining error.
~06/07/12 Flexaccount – Joint Application(sign and return) 1. My surname spelt incorrectly (while my wife’s is correct).
2. Street missing from address
Application returned with cover letter explaining error.
~08/07/12 Flexaccount – Wife Application(sign and return) 1. Wife’s surname spelt incorrectly.
2. Street missing from address
Application returned with cover letter explaining error.
10/07/12 Select Credit Card Welcome letter 1. Surname spelt incorrectly
2. Street missing from address
11/07/12 Select Credit Card Credit card enclosed 1. Surname spelt incorrectly
2. Street missing from address
11/07/12 Flexaccount – Me Debit card enclosed 1. Surname spelt incorrectly
2. Street missing from address
12/07/12 Select Credit Card Credit card PIN 1. Surname spelt incorrectly
2. Street missing from address
13/07/12 Flexaccount – Me Debit card PIN 1. Surname spelt incorrectly
2. Street missing from address
?/07/12 Flexaccount – Me Chequebook 1. Surname spelt incorrectly
2. Street missing from address
?/07/12 Flexaccount – Wife Chequebook 1. Surname spelt incorrectly
2. Street missing from address
18/07/12 Flexaccount – Me Welcome Letter 1. INCORRECT ADDRESS.  The address was for a building at the other end of the street.(Correct Surname)
18/07/12 Flexaccount – Me Replacement Debit Card 1. INCORRECT ADDRESS(Correct Surname)
?/07/12 Flexaccount – me Replacement chequebook 1. INCORRECT ADDRESS(Correct Surname)
19/07/12 Flexaccount – Me Telephone banking pass number 1. INCORRECT ADDRESS(Correct Surname)
2. INCORRECT POST CODE
19/07/12 Flexaccount – Wife Debit Card 1. Surname spelt incorrectly
2. Street missing from address
20/07/12 Flexaccount – Me Internet Banking pass number 1. INCORRECT ADDRESS(Correct Surname)
22/07/12 Flexaccount – Wife Replacement debit card (All correct)
?/07/12 Flexaccount – wife Replacement chequebook (All correct)
23/07/12 Flexaccount – Me Card Reader 1. INCORRECT ADDRESS(Correct Surname)
24/07/12 Flexaccount – wife Telephone banking pass number (All correct)
24/07/12 Flexaccount – Joint Overdraft agreement 1. My surname spelt incorrectly (while my wife’s is correct).
2. Street missing from address
26/07/12 Flexaccount – Joint Wife’s debit card 1. Street missing from address
26/07/12 Flexaccount – Joint My debit card 1. Surname spelt incorrectly
2. Street missing from address
28/07/12 Flexaccount – Wife Internet banking pass number (All Correct)
31/07/12 Response to complaint. Apparently all accounts now correct – we shall see. However, I still need replacement cards and chequebooks. (All Correct)
31/07/12 Flexaccount – Joint Wife’s debit card PIN (All correct)
31/07/12 Flexaccount – Joint My debit card PIN 1. Surname spelt incorrectly.
31/07/12 Select credit card Replacement credit card 1. Formatting changed on card embossing without my request, however surname is now correct.(MR P SYNOTT → PAUL SYNNOTT).Rang and requested it formatted back to MR P SYNNOTT and replacement card sent.
31/07/12 Flexaccount – Joint Cheque book received 1. My surname spelt incorrectly (while my wife’s is correct).
2. Street missing from address(Note: addressed to me)
31/07/12 Flexaccount – Joint Second cheque book received 1. My surname spelt incorrectly (while my wife’s is correct).
2. Street missing from address
3. ALSO SENT TO ME (surely one chequebook on the joint account should be addressed to my wife)
31/07/12 Flexaccount – Joint Your Current Account Transfer letter including templates to send to creditors and old bank (All OK)
31/07/12 Flexaccount – Joint Wife’s card reader (All OK)
31/07/12 Flexaccount – Unsure which Telephone banking pass number Not sure what this is because I’ve already got telephone banking set up! Pass number is different to what I’m already using.
01/08/12 Flexaccount – Joint (me) Replacement debit card All OK

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