Nationwide promises to refund penalised customers hit by payment issues after outage

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The building society issued an update after the problems, which have since been resolved, saw customers unable to transfer money or access their accounts via online banking. Online systems went down for most of Tuesday, while some found themselves unable to pay their rent and bills, or make transactions in shops.

Amid the outage, Nationwide confirmed it couldn’t accept payments into accounts from outside of the building society, according to The Mirror.

It has since confirmed any Nationwide charges and fees which may have occurred due to the problems would be refunded.

A Nationwide spokesperson said: “We apologise for the delays that members have experienced in sending and receiving faster payments.

“We will also refund all Nationwide charges and fees incurred as a result of this issue.”

However, this does not apply to charges from elsewhere.

“For any charges and fees incurred elsewhere, people should contact the Society to discuss these, and any related to this issue will be refunded,” the company said, Data Centre Dynamics reported.

Reports of issues began at around seven o’clock on Tuesday morning.

Some customers took to the website Downdetector amid the outage to share their experiences.

One person, with the username Annette, wrote four days ago: “I’m absolutely fuming left with no money, need to pay my Carer, have pensions that should be in , I have Medical and Disability Conditions not good not be able to use online banking!!!”(sic)

Another, Parker, penned: “Absolutely barbaric when nationwide haven’t even gave a reason or timescale when we’ll be able to access money that can’t be transferred into our own accounts nationwide need to compensate for this il be changing my banking for sure.”(sic)

Meanwhile, Claire Ogden, explained: “Tried to call Nationwide and says we are now closed. Wtf! Im paid tonight and if it doesn’t go in I’ve nothing for xmas for food or anything.

“This is absolutely disgusting. Read something that says wages etc are being rejected and sent back to sender!!! I swear if thats the case i will 100 percent leave this bank.

“Work hard for my wages and this feels like a sick joke. Worried sick, anxiety through the roof.”

Abbi wrote: “This is ridiculous I get paid tomorrow I need my money.”

Via the @AskNationwide Twitter account, the building society provided an update on Wednesday.

The tweet read: “Our Faster Payments issue has been fixed and all delayed payments have now been processed.

“Thank you for your patience and we’re sorry for the inconvenience this may have caused you.”

While some people found everything was working for them again by Wednesday, others reported a wait for payments.

However, this was due to a queue having been put in place, as one customer pointed out.

‘Barquerole’ wrote: “Just received two payments in. One was made seven hours ago and the second just now.”

In a second comment on a thread, they later added: “I think they’ve fixed the problem and they’re now clearing the backlog, so you should be okay soon hopefully.”

Express.co.uk has contacted Nationwide asking for comment.

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