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Jo Edon

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Review of the Nationwide, Personal Loan:

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Very poor customer service

I took out a Personal Loan a couple of months ago and then decided wanted to settle it early so I rang the Personal Loan Department over 2 weeks go to ask for a settlement figure and letter/email. I needed something in writing from them. They gave me the figure verbally and said they could not email it to me but it would be posted to my home address and it would take around 5 working days. Still not received it to date. I have phoned a couple of occasions over the last 2 weeks and was told it would be on its way but still nothing. Phoned yesterday and was told that they have had IT problems (not my problem!) and there was a delay with statements and settlement figures going out in the post. I did get cut off due to poor signal and I was on my way to work so was not able to call back. I phoned the Yeovil branch today to try and see if there is anything they could do but apparently they do not have access to the personal loan system (even though they are the same company) and therefore they would not be able to print anything at branch level. Having looked at my records, she also told me that in fact my request for a settlement letter had not been activated (2 weeks ago!) and hence why I hadn't received it so the IT problem was a lie! The lady I spoke to at the branch said she would contact the personal loan department and see if they are able to get something sent through to the branch in the post which should be through by tomorrow, but we will see. I just feel we are now in the 21st century and Nationwide you need to move with the times!! Very disappointed!! Reviewed on: 26th January 2024

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