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_t_oye

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Review of the Nationwide, FlexPlus:

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Like having your dad run your bank account

Customer service is absolutely shocking, particularly the Transaction Monitoring team. Worse than I’ve experienced from any bank or credit card company. For example: Day 1 (Fri) - I request a CHAPS transfer (required for transfers over £10k) and their website promises 1 working day. Day 2 (Mon) - transfer is held by their transaction monitoring team and my online banking access is blocked with no reason is provided. I call customer services and after being on hold for 1.5 hours with no response (whilst on a family holiday), I hang up frustrated Day 3 - I call first thing and get through after about 50 mins of waiting. I then spend 45 mins being quizzed on why I want to transfer so much money. They ask for details on my proposed investment so I send attachments. They promise the case manager will review by the end of the day. This doesn’t happen Day 4 - I call to chase and the person I talk to asks me to “explain my proposed investment”. I try not to lose my temper, so I refer him to the 45 min conversation the previous day plus requested attachments Day 5 - I call to chase and again I’m promised the case manager will call me by the end of the day. This doesn’t happen. Instead, I get the most insulting email essentially inferring that I don’t know what I’m doing with my own money. I request again that the case manager calls me as they had promised. This doesn’t happen Day 6 (Fri) - the transfer is still held up and my online banking is still blocked. I could now miss the deadline for my proposed investment As at 9pm on 25 July (working day 7) I’m still waiting to hear from the case manager. My transfer is still held up. I am beyond frustrated. If I could sue Nationwide, I would. Is it the role of my bank to decide what I can or can’t invest in? So if you’d like the idea of having a bank account with your dad, then press ahead with Nationwide. Good luck. Reviewed on: 25th July 2022

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