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Karen

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Review of the Nationwide, FlexAccount:

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Dreadful Customer Services Experience

I received a telephone call and I asked who they were and from where. He then asked me some security questions, but even after that would not tell me why he had called. I asked for his number and said I would ring the number on my card. I eventually got through to an agent, who called me by my first name throughout. They could not tell me what the call was about and said I had not passed the previous security questions, even though she asked me the same questions. After I passed security, I asked what the call was that I had received earlier, about, she said I had to answer some questions first, as she could not tell me then. The long and the short of it is, because I had paid some money into a personal account for some work I had done at home, they queried whether it was a fraudulent activity. I had to explain what the work was, who did it, how long it took and how I knew him. They asked about my mental health and if anything was bothering me and if I someone had been into my property and if I had been asked to lie to Nationwide about this payment. They said I was being difficult and that's why they had to ask me all these questions! I asked if payment would be made and they kept saying I had to answer more questions, They kept asking me several questions, but in different ways. They said as there was no obvious connection to myself and the payee, they had to ask me my relationship with him etc, hence why all the questions from above. I felt as though her manner was almost like being a bully and said she made me feel like a criminal and I had done nothing wrong. She apologised and said she needed to ensure I was of sound mind! Even after payment went through, she could not give me an email address to write to, at my request and said my app would reboot in 5-10 minutes. I said it had not and she then said it could take up to 48 hours. All information I was given was backtracked on, when I queried it. She did not even know the full address and postcode of the building where she worked in was! It was a very distressful and harrowing experience, of which I feel I should never have been put through or treated in such a way. Needless to say, I have removed all my savings from Nationwide and transferred them into another Bank. Reviewed on: 15th July 2024

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