Nationwide to refund customers hit by fees after being unable to receive or send payments
Nationwide customers have been unable to transfer money in or out of their bank account since around 7am, leaving some without wages just days before Christmas. The bank says it is trying to resolve the problem, which means there is currently a delay on outbound and inbound faster payments.
Update 22 December 2021: Nationwide has confirmed that all delayed payments are now being processed and that customers can once more send and receive money. The number of complaints about the problem has also fallen on social media this morning.
In addition, the building society says it will refund all Nationwide charges and fees that may have been incurred as a result of any delayed payments. We've asked whether you need to do anything to get this refund and we will update this story once we know more.
If other providers charged you fees as a result of payments delays you should contact Nationwide directly to claim a refund of these charges. You may also want to contact the provider involved to notify them in case a black mark has been added to your credit file.
Hundreds of reports about the issue have been logged on outage site Down Detector.
Nationwide "apologises for any inconvenience caused", although the bank's customer service team has informed some customers on social media that it does not currently have a timeframe for fixing the issue.
Below we explain what you need to know. If you're unhappy about the outage and are thinking of switching, check out our Best bank accounts guide.
You can't currently receive or send faster payments from your Nationwide account
Nationwide has confirmed that it currently can’t accept payments into bank accounts from outside of Nationwide, while bank transfers sent from your account are also delayed. What this means is:
- If you are due to receive money, the sender will be asked to retry sending you the cash later.
- If you have sent money, you don't need to do anything as your payment is in a queue and will be processed soon.
- Nationwide's open banking functionality is also down, meaning you're unable to make payments via non-Nationwide open banking apps and websites that are linked to your Nationwide current account.
Standing orders and direct debits are not impacted - and you can still use your card
Nationwide has, however, confirmed that the following services are working as normal:
- Standing orders and direct debits will be processed as usual.
- You can move money between Nationwide accounts without delay.
- You can use your Nationwide card online, in shops and to withdraw cash from ATMs.
- You can log-in to Nationwide's internet banking service and banking app.
Nationwide customers are unhappy about the problems
MoneySavingExpert.com has seen dozens of reports from Nationwide customers on social media. Here's a selection of some of the tweets we've seen:
Complain to Nationwide if you've been adversely impacted
If you've been adversely impacted by being unable to make or receive faster payments - for example, you've been pushed into the red because you're waiting for money to come through and a payment has been taken or you've incurred other later payment penalties - keep hold of any evidence of these charges and make an official complaint to Nationwide asking to be put back into the position you would have been if it wasn't for the delays.
If Nationwide doesn't respond with eight weeks or you're unhappy with the response you do get you can take your complaint to free independent arbitrator, the Financial Ombudsman Service. See our Financial Rights guide for more info on how to complain.
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