Nationwide Building Society Explains Payment Procedures Following Customer Fraud Alert
Nationwide Building Society has provided detailed clarification regarding its operational procedures after a customer raised concerns about a suspended credit card due to suspected fraudulent transactions. The individual reported that their card had been blocked and they were awaiting a replacement, which had experienced delays attributed to an IT issue at the building society's end.
Customer Payment Concerns and Nationwide's Response
The customer expressed specific worries about making their minimum monthly payment without incurring penalty charges, stating: "There have been two delays so far (due to an IT issue your end). How can I make my monthly minimum payment without incurring missed payments charges?" In response, Nationwide outlined several alternative payment methods available to customers facing similar circumstances.
The building society explicitly advised: "You can make your payment by calling us, making a transfer, setting up a direct debit, or visiting one of our branches." Additionally, the provider directed the customer to a dedicated section on the Nationwide website containing comprehensive information about credit card payment procedures.
Payment Processing Timelines Clarified
Further concerns emerged when the customer reported making a payment through the Nationwide mobile application on January 21, yet the transaction "still hadn't credited off the remaining balance from the cancelled card." Nationwide responded by clarifying standard payment processing timescales, stating: "Payments usually take one to two working days to clear."
The building society provided specific guidance for customers experiencing delays beyond this timeframe: "If you've already made a payment, and it's been more than two working days, please start a chat in the Nationwide banking app or through Internet Banking, or give us a call." This clarification aims to manage customer expectations regarding transaction processing and provide clear escalation paths for unresolved issues.
£175 Switching Incentive for New Customers
In separate developments for Nationwide customers, the building society is currently offering a £175 incentive payment for individuals transferring their current accounts from non-Nationwide providers. This offer applies to new or existing FlexDirect, FlexAccount, or FlexPlus accounts when customers complete a full switch using the Current Account Switch Service, which includes closing their previous account.
The switch must be finalised within 28 days, with additional requirements including depositing at least £1,000 and conducting one debit card transaction within 31 days of either opening the account or initiating the switch application. However, eligibility restrictions apply, as customers who have received a current account switch offer from Nationwide since 2021 are generally excluded from this incentive.
Notable exceptions to this restriction include situations where customers previously received a switch payment for moving to a sole account but may still qualify for the bonus when switching to a joint account, and vice versa. This nuanced approach allows some previous beneficiaries to access the incentive under different account arrangements.
