Matthew's Journal

This saga has been running on for a while now, but I'm not sufficiently cross that I'm going to rant on LJ about it.

We recently moved to Coventry from Cambridge. I logged onto my online banking, and attempted to change my details; the site said I needed to print off a form, fill it in, and post it to Nationwide. Fair enough.

I got a letter back saying that they didn't have an up-to-date signature for me, so could I phone a specified number, please? I did so, and was told that the branch that created our account (Cambridge) had failed to send the signatures into head office. I was told that the address change would be actioned, and that a signature capture form would be sent out. Fair enough - a mistake had been made, but they seemed to be sorting it out.

A few days later, I tried to buy some shoes online, and had my card declined because the address was wrong. Looking at my online banking, I discover it still had the Cambridge address. At this point, I started to get annoyed, and filed a complaint with Nationwide on the 11th of January.

On the 12th of January, I had a message from Nationwide's Branch Service Center. It was terribly apologetic, and said that the Branch Service Center hadn't had an address change request (no explanation of where it had gone astray), and that they would send me another address change form, and a signature capture form, and that my request would be actioned immediately on receipt of same. In due course, this form arrives, we both sign it and fill it in, and return it.

A few days later, I check online, and the details are now correct. At this point, I'm non-plussed, but relieved that things finally seem sorted.

Today atreic phoned Nationwide because she'd lost her online banking number. They refused to authenticate her over the phone because she gave the wrong [sic] address. She called back, and gave the Cambridge address, at which point she was able to authenticate herself. Her online banking still has the old address on it.

Still. After two change-of-address forms (which have both been signed by both of us), one telephone call, and a formal complaint.

I have sent Nationwide another complaint today. It is fairly strongly worded. I am fed up of their inutility.