Nationwide are the perfect example of an organisation that actively despises it’s customers and goes out of their way to show it. They are so far behind other banks in terms of their technology and ridiculous policies (cant ring and have someone do a bank transfer for you when their useless self service card machine isn’t working?).
The app is clunky and works only on occasion, you’re left surprised and dismayed when you have to ‘use your card machine’ to set up new payees (because the card machine itself does not work - I’ve had 3) and you can’t download bank statements rather, you have to call (see issues with this below) and request paper statements which take up to ten working days? Why? Because you don’t invest in your software to bring it into 21sr century expectations like all other banks out there?
They genuinely do not understand or more likely care about the issues it can cause when your payments are not successful through no fault of your own. This is absolutely disgraceful for an organisation that identifies as a ‘bank’. How are you supposed to just ‘call back tomorrow when such and such department is open’ if you need to make an unexpected, urgent payment? I wonder how many people you’ve left in danger because of this.
Do not be wooed by their £200 cash back to switch offer - it really is not worth it. They are ridiculously difficult to get in touch with when you actually need to speak to a human being, their AI IVR is next level infuriating and when you do eventually manage to get through to a human…you’ll want to be put back through to the IVR.
The only thing preventing me from running back to the warm and loving embrace of first direct with their abundance of humans beings (and helpful ones at that) is my credit score - 6 months and I’ll be good to go and I cannot wait to be back with a bank where I don’t feel a pit in my stomach every time I have to try and contact them about something.
Shame on you Nationwide for treating your customers with utter contempt and making them dread having to try and contact you
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Nationwide is the world's largest building society with around 15 million members. It's one of the largest savings providers, a top-three provider of mortgages in the UK & a major provider of current accounts, credit cards, ISAs & personal loans.
