Nationwide Building Society

Great customer service and friendly ppl

Visiting Northfield branch with coins to change. Staff were very obliging and helpful.

I have banked with Nationwide for over 20 years. I'm appalled by their most recent lack of interest, attention and care. I tried to withdraw £500 from an ATM on 22 September at Sainsbury's, the money did not dispense. I contacted nationwide who told me that it would take 19 days to investigate and before I could get my money back. Sainsbury's have been helpful, efficient and professional whilst my bank/building society of over 20 years have lied, they are lazy, they do not care and feel that is is necessary to fob customers off. There has been no apology, no correspondence, no real intention to resolve this matter, as I type this review, I'm on hold with a complaints handler who likes to repeat the same sentence over and over again, like a robot. Not once has one person that I've spoken to used their own judgment and common sense to even attempt to look into this for me. I have to spell every single step out to them. I've been told that Nationwide do not send out letters or correspond with customers when this happens, the money will simply appear in my account? No letter, no telephone call nothing and they feel that this is the best way to deal with customers? I know that if I had thousands in my account they would perhaps act with more urgency but right now all I've seen is laziness and no consideration for the issue, which is their issue not mine. I don't understand why an established building society spends how many thousands on a ridiculous, annoying advertisement campaign attempting to appear cool and with-the-times but they have failed to implement a simple system that would resolve quickly and simply (within 3 working days) when this issue occurs and by the sounds of it, it occurs often. Instead of having an ATM team who manually have to debit accounts when ATM machines malfunction. It's 2017 not the 80's. Get your priorities right. I will be changing my bank and have reported this mess to the financial ombudsman. Nationwide were so quick to charge for all sorts of nonsense at the drop of hat, now they feel that it's just fine to hold on to customers money because they can? Speaking to Liam now, who is telling me a completely different story than the one I was told just 2 days ago, he not only "is not obliged" to give me his full name, though it's OK for him to know my full name, my address and view my account. A bundling idiot who doesn't appear to know why he's gone to work today and is basically telling me there is no one at all available in his office or on his team. NO ONE!!

I've been there 3 times. All 3 times there was different staff. Weird.

Good friendly and informative staff