Are you trying to track down a payment made to or from your Nationwide account and feeling a little lost? Don't worry, it's a common situation, and Nationwide offers several ways to help you get to the bottom of it. This comprehensive guide will walk you through the step-by-step process of querying a payment with Nationwide, ensuring you have all the information you need to resolve your issue.
Let's dive in and get that payment queried!
Querying a Payment with Nationwide: Your Step-by-Step Guide
Whether you've sent money to the wrong account, an expected payment hasn't arrived, or you see an unfamiliar transaction, knowing the right steps can save you time and stress.
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| How To Query A Payment Nationwide |
Step 1: Gather All the Essential Information (This is Crucial!)
Before you even think about contacting Nationwide, take a deep breath and gather as much detail as you possibly can about the payment in question. The more information you have, the quicker and more effectively Nationwide can assist you.
- What kind of payment is it?
- One-off payment (Faster Payment, CHAPS, internal transfer)?
- Regular payment (Standing Order, Direct Debit, Recurring Card Payment)?
- International payment (SWIFT, SEPA)?
- Card payment (debit or credit card)?
- Cheque?
- When did the payment happen (or when was it supposed to happen)?
- Exact date and time if possible.
- How much was the payment for?
- The precise amount.
- Who was the payment to/from?
- Full name of the recipient/sender.
- Their account number and sort code (if you have it).
- Their reference/payment details.
- What is the reason for your query?
- Was it sent to the wrong account?
- Has an expected payment not arrived?
- Do you not recognise the payment?
- Was it a duplicate payment?
- Was the amount incorrect?
- Did you cancel a recurring payment, but it still went through?
- Were goods/services not received or faulty for a card payment?
- Have you taken any initial steps?
- Have you contacted the recipient/sender? If so, what was their response?
- Have you checked your own statements thoroughly?
Having this information readily available will significantly streamline the process when you contact Nationwide.
Tip: Read at your own pace, not too fast.
Step 2: Check Your Nationwide Account Online or Via the Banking App
Often, a quick check of your own account can provide the answer or at least narrow down the possibilities. Nationwide's online banking and mobile app are powerful tools for managing your finances and reviewing transactions.
Sub-heading 2.1: Viewing Transactions and Pending Payments
- Log in to your Nationwide Banking App:
- Open the app and log in securely.
- Tap on the "Payments" tab in the bottom navigation bar.
- Select "View & cancel payments" to see future-dated payments, standing orders, and Direct Debits.
- For pending debit card transactions that haven't fully cleared, tap on the relevant account and then "View pending transactions."
- Log in to Nationwide Internet Bank:
- Go to the Nationwide website and log in to the Internet Bank.
- Navigate to your current account or credit card.
- You can view your past statements and transaction history here. While pending transactions aren't always shown in the same detail as the app, you can see your "available balance" which factors in reserved funds.
- You can often search and filter your transaction data to find specific entries.
Tip: For card payments, remember that they can sometimes take up to 7 days to appear, and in some rare cases, even up to 180 days. If you don't recognise a payment, check if it's an old purchase or a renewed subscription you might have forgotten.
Sub-heading 2.2: Managing Regular Payments
- If your query relates to a standing order or Direct Debit, you can view, change, or cancel these directly within the Banking App or Internet Bank. This can quickly resolve issues like an unexpected regular payment.
- For recurring card payments, you may need to contact Nationwide directly as these are not always visible in the same way as standing orders or Direct Debits.
Step 3: Identify the Nature of the Problem
Once you've reviewed your account, you should have a clearer idea of the specific issue. This helps you choose the most appropriate route for querying the payment.
Sub-heading 3.1: Unrecognised or Incorrect Payments
If you see a payment on your statement that you don't recognise, or if the amount is incorrect, consider these points:
QuickTip: Don’t skim too fast — depth matters.
- Check the organisation name: Some companies trade under different names. A quick online search of the name on your statement might clarify the payment.
- Joint account holder: If you have a joint account, check with the other account holder if they made the payment.
- Fraudulent activity: If you're certain it's not you, and none of the above apply, it could be fraud. This requires immediate action.
Sub-heading 3.2: Payment Sent to the Wrong Account
This is a common and often stressful situation. Nationwide has a process for attempting to recover funds sent to an incorrect account, but time is of the essence.
Sub-heading 3.3: Expected Payment Not Received
If you're waiting for a payment and it hasn't arrived, first confirm with the sender that the payment was indeed sent and verify the details they used.
Step 4: Contact Nationwide – Choosing the Right Channel
Nationwide offers several channels for contacting them, depending on the urgency and nature of your query.
Sub-heading 4.1: Online Chat (Recommended for General Queries & Complaints)
- Nationwide's online chat is available 24 hours a day, 7 days a week for complaints. This can be a very efficient way to discuss your payment query, especially if it's not an immediate fraud concern. Look for the "Chat with us" button on their website.
Sub-heading 4.2: Telephone Banking (For Direct Assistance and Urgent Matters)
- General Enquiries & Payments: You can often check balances, make payments, and discuss queries through their telephone banking service.
- For general queries, you can find their contact numbers on the "Contact Us" section of the Nationwide website.
- Be prepared for security questions. Nationwide uses Voice ID for some customers, which can make this process smoother.
- Lost or Stolen Cards / Suspected Fraud: If you suspect fraudulent activity on your account (e.g., an unrecognised payment that is clearly not yours), you must report your card as lost or stolen immediately.
- Nationwide has dedicated 24/7 helplines for this. Check their "Lost and stolen cards" or "Reporting fraud or a scam" pages for the most up-to-date numbers. Acting quickly in cases of suspected fraud is paramount.
Sub-heading 4.3: Visiting a Branch
- If your query is complex, or you prefer face-to-face assistance, visiting your local Nationwide branch can be a good option.
- Use the Nationwide Branch Finder to locate your nearest branch and check their opening hours.
- Bring all your gathered information and ID with you.
Sub-heading 4.4: Written Correspondence
- For less urgent or very detailed queries, you can write to Nationwide. Ensure you include:
- Your full name and address.
- Your account details.
- A contact number.
- A clear explanation of what happened and when.
- Send your letter to: The Complaints Team, Nationwide Building Society, NW 2020. (Always verify the address on their official website).
Step 5: Follow Nationwide's Instructions and Keep Records
Once you've contacted Nationwide, they will guide you through their specific process for your type of payment query.
QuickTip: Scan for summary-style sentences.
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Sub-heading 5.1: Providing Details and Documentation
- Be ready to provide all the information you gathered in Step 1.
- Nationwide may ask for additional documentation, such as screenshots of transactions, correspondence with the recipient/sender, or a signed declaration. Cooperate fully and provide any requested information promptly.
Sub-heading 5.2: Understanding Timelines
- The time it takes to resolve a payment query can vary.
- For unrecognised or incorrect payments, Nationwide will investigate and aim to resolve it as quickly as possible.
- For payments sent to the wrong account, they will attempt to recall the funds, but success depends on factors like whether the recipient's bank account has funds, and their cooperation.
- For card disputes (Visa debit/credit), there are specific processes and timelines involved, which Nationwide will explain.
Sub-heading 5.3: The Nationwide Digital Banking Promise and Scam Protection Promise
- Nationwide has a "Digital Banking Promise" where they will refund money taken without authorisation from your account through their Banking App, Internet Bank, or Open Banking service. However, conditions apply, especially if you were convinced by a fraudster to make the payment (Authorised Push Payment - APP fraud) or didn't take reasonable steps to keep your details safe.
- For eligible scam payments (Faster Payments, CHAPS, electronic payments between Nationwide accounts), their "Scam Protection Promise" means they will refund every penny if it turns out to be a scam, unless they told you not to make the payment.
- It's crucial to be completely honest with Nationwide about how the payment occurred, as this affects their ability to help and whether you're eligible for a refund.
Sub-heading 5.4: Keeping a Record
- Always make a note of:
- The date and time you contacted Nationwide.
- The name of the advisor you spoke to (if applicable).
- A reference number for your query or case.
- A summary of what was discussed and any actions agreed upon.
- Copies of any documents you submit.
Step 6: What If You're Unhappy with the Outcome?
If Nationwide's investigation doesn't resolve your query to your satisfaction, or you believe they haven't handled it correctly, you have avenues for escalation.
Sub-heading 6.1: Making a Formal Complaint
- If your query escalates to a complaint, Nationwide has a formal complaints process. They will acknowledge your complaint and aim to resolve it within specific timeframes (e.g., 15 days for payment transaction complaints, up to 56 days for others).
- They will provide a "Summary Resolution Communication" or a "Final Response" letter outlining their investigation, decision, and next steps.
Sub-heading 6.2: Referring to the Financial Ombudsman Service (FOS)
- If you're not satisfied with Nationwide's final response, you can refer your complaint to the Financial Ombudsman Service (FOS).
- The FOS is a free, independent service for resolving disputes between consumers and financial businesses.
- You can refer your complaint to the FOS at any time, but they generally require Nationwide to have had the chance to put things right first, or to have exceeded their handling timescales.
- The FOS will review your complaint and make an impartial decision.
10 Related FAQ Questions
How to check my Nationwide account balance?
You can check your Nationwide account balance instantly via their Banking App (log in and select the account) or through the Internet Bank. You can also use telephone banking or visit a branch.
How to view pending transactions on Nationwide?
You can view pending transactions primarily through the Nationwide Banking App by logging in, tapping on the relevant account, and selecting "View pending transactions."
How to cancel a payment on Nationwide?
You can typically cancel future-dated payments and standing orders via the Banking App or Internet Bank. For Direct Debits, you can also manage them online. For recurring card payments, you often need to contact Nationwide directly.
Reminder: Reading twice often makes things clearer.
How to dispute an unrecognised payment on my Nationwide statement?
First, check for common trading names or if another account holder made the payment. If still unrecognised, contact Nationwide immediately via phone or online chat, especially if you suspect fraud.
How to report a payment sent to the wrong account with Nationwide?
Contact Nationwide as soon as possible via phone or in-branch. Provide all payment details. They will attempt to recover the funds, but success depends on several factors.
How to make a Section 75 claim with Nationwide for a credit card purchase?
If you used your Nationwide credit card for a purchase between £100 and £30,000 and something went wrong (e.g., goods not received, faulty), you can raise a Section 75 claim. You can usually do this by completing a credit card dispute form online after attempting to resolve it with the seller.
How to contact Nationwide's fraud department?
If you suspect fraud, report your card as lost/stolen immediately using their dedicated 24/7 helplines found on the "Lost and stolen cards" or "Reporting fraud or a scam" sections of their website.
How to get a refund for a scam payment with Nationwide?
Under Nationwide's "Scam Protection Promise," for eligible payments (Faster Payments, CHAPS, internal transfers), they will refund money lost to scams unless they advised you not to make the payment. Report the scam immediately to their fraud team.
How to check the status of a payment I've queried with Nationwide?
When you contact Nationwide to query a payment, ask for a reference number. You can then use this reference number when following up via their online chat, phone, or in-branch to get an update on the investigation.
How to make a complaint about a payment issue with Nationwide?
You can make a complaint via online chat (24/7), phone, letter, or in-branch. Provide clear details of the issue and your desired resolution. If you're not satisfied with their final response, you can escalate it to the Financial Ombudsman Service.
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