Holly HY / 04 November 2024 / Categories: City, Services, Brands, High Street Brands, Corporate Brands, Opinions

Nationwide Building Society

When the staff are embarrassed

Updated again 7th Jan, 2025

After 3 stroppy tweets on X and 4 or 5 failed attempts to communicate on Webchat, I sat on hold again for another hour or so to be put through to Tamri. I committed not to get angry, which was hard but I think she tried her best to help me within her very limited capacity, her hands were pretty much completely tied.

I did find out my second complaint filed on 21st November, 2024 was never actually submitted just notes added to the previous complaint so me sitting waiting for a response was futile, it was NEVER coming.

I have told them if I don’t get a satisfactory resolution and acknowledgement of this poor service the Nationwide will give me no choice but to close all my accounts with them.

And when I think how much money the Nationwide has spent on very clever, funny advertising campaigns basically taking the piss out of how appallingly their competition behave. In my experience, pot calling the kettle.

I did ask for the actual complaint to be emailed to me. That wasn’t possible but I did find out I can see a copy of the complaint once they have responded if I request it in writing.

Update 21st November, 2024

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Just had a conversation with complaints department at Nationwide to let me know my complaint was not upheld, apparently I should have read the small print after I was “marketed” a product I am not eligible for. I accepted I should have read the fine print. The representative didn’t know what to say when I suggested I wouldn’t expect Nationwide to do that to me.

She was left issuing another complaint (which I’ll get a response to in 3-56 days) as she couldn’t advise me whether to keep the credit card with the high interest, which I wouldn’t use as applying for another card could adversely affect my credit, or cancel the card and be forced to wait a further 12 months for a new offer, which technically should be available in April, 2025.

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I’d give a job to the customer service person I have just spoken to at Nationwide Building Society. He was so good he let me know he was embarrassed by what he was having to tell me, without saying anything in so many words.

I put a complaint in about my new credit card on 22nd October. The customer service person told me to expect a call in 2 to 3 business days.

I called again today 12 days later to be told the reponse time for customer complaints is between 3 and 56 business days.

A bit of a difference.

My complaint relates to being offered a credit card with a promotional 0% offer on my banking app. I applied. I was approved.

Here’s the tricky bit, when the new card arrived, no promotional offer.

This has happened to me once before, I started using a new Barclaycard to discover the 0% offer I thought I’d accepted wasn’t and my big purchase I thought was interest free I was paying interest on.

Thank goodness I checked this time.

And thank goodness for the savvy customer service person who advised me NOT to close the new high interest credit card down just yet as I wouldn’t get another offer for a year.

Very cute advertising campaigns but not sure Nationwide is actually any different from the bigger banks.

I have been a nationwide customer for 15 years. They have my savings and chequing accounts. I am not so frustrated I am leaving. Better the devil I know at the moment but buyer definitely beware.

Who is the bank who says “By your side” or “On your side” NOT the Nationwide.

Nationwide say “It’s a good way to bank.”

I say, “Muffin me Nationwide” I need a sweet treat after that.