Nationwide Building Society, the UK's largest mutual financial institution, has provided a crucial update for customers experiencing issues with their credit cards being 'frozen' due to suspected fraudulent activity. This response comes after a customer publicly raised concerns on the social media platform X, formerly known as Twitter, highlighting delays in receiving replacement cards and difficulties in making payments.
Customer Query and Nationwide's Initial Response
The customer, named James, explained that their credit card had been frozen following fraudulent transactions, leading to a wait for a new card. They reported two delays attributed to an IT issue on Nationwide's end and expressed worry about avoiding missed payment charges without access to their usual payment methods.
Nationwide replied promptly, advising: "Hello James, thanks for reaching out. You can make your payment by calling us, making a transfer, setting up a direct debit, or visiting one of our branches." The building society, which has a significant presence in Birmingham and across the UK, also directed the customer to online resources for further details on credit card payment options.
Follow-Up Clarification on Payment Processing
James then followed up, noting that a payment made via the Nationwide app on the 21st had not yet been credited to the balance of the cancelled card. Nationwide responded with specific guidance on payment clearance times and additional support channels.
The society stated: "Hello James, payments usually take one to two working days to clear. If you’ve already made a payment, and it’s been more than two working days, please start a chat in the Nationwide Banking app or through Internet Banking, or give us a call."
Detailed Payment Instructions and Contact Information
For customers registered with Nationwide's online services, the building society outlined a step-by-step process to make payments via internet banking. This includes selecting 'Quick transfer' from the left side of the page, choosing the account to pay from, specifying the credit card, entering the amount, and confirming the transaction. Payments made this way should reach the credit card within one working day.
Nationwide also highlighted that payments from accounts with other banks or building societies require setting up a new payee, with possible verification steps before the payment can proceed.
Availability of Customer Support
To assist affected customers, Nationwide provided comprehensive contact details. Their team is available from Monday to Saturday, 8am to 8pm (GMT), and on Sundays from 9am to 5pm. Customers in the UK can call 03456 00 66 11, while those abroad should use +44 2476 43 89 97. This ensures that individuals facing card freezes can seek timely help regardless of their location.
This update underscores Nationwide's commitment to addressing customer concerns transparently, especially in situations involving fraud-related disruptions. By offering multiple payment alternatives and clear support avenues, the building society aims to mitigate the inconvenience caused by card freezes and IT issues, reinforcing its role as a responsive financial provider in the UK market.
