NATIONWIDE customers have been left furious after a major outage hit the bank on Friday.
Customers are currently facing issues with transferring money between accounts.
Nationwide customers have taken to X (formerly Twitter) to vent their frustration following the outage.
One user said: “I can’t make any payments or transfers this morning, yet your website says there are no service issues.”
A second wrote: “#nationwide banking is down! No payments in or out”
Nationwide is aware of the ongoing issues and is working to fix the problem.
Taking to X, a spokesperson said: “Hello We are aware that some customers are experiencing problems moving money between Nationwide accounts.
“We’re working to fix this ASAP, we are really sorry for any inconvenience caused.”
What’s happened?
Customers are currently unable to move money between their Nationwide accounts or to another person’s Nationwide account.
According to DownDetector, over 990 users have reported issues with the building society.
Payments to and from other building societies and banks are also delayed following the outage.
Customers have been advised not to resend money as these are in a queue and will arrive ASAP.
Direct Debits and standing orders are working normally, according to the building society.
Can I claim compensation for the outage?
Banks don’t have to pay out compensation to customers if there has been a drop in service, unlike how telecoms companies have to.
But if you have incurred costs as a result of service issues, you could be likely to get your money back.
For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.
If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.
If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.
You can find out more details about how to complain on the bank’s website.
It is worth gathering evidence of your problems so you can make a formal complaint to the bank directly.
What happens if my bank refuses to compensate me?
If you’re unhappy with how the bank dealt with your problem, you can contact the free Financial Ombudsman Service (FOS).
It is an independent body that will consider the evidence you present and make a fair decision about the action a bank should take.
The FOS can usually get involved 15 days after you’ve raised concerns with the bank.
In the case of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lost out as a result.
If it thinks you did, it has the power to tell the bank to reimburse any fees, charges, or fines you were hit with, for example, if you were unable to make a payment on a credit card bill or to your mortgage provider.
It could also tell a bank to pay you for any money you didn’t receive, such as interest, if you weren’t able to pay money in.
If your credit score was affected, it may tell the bank to correct your credit file.
The FOS might also tell the bank to reimburse you for any extra costs you had to make, such as phone calls or trips to your local branch, as well as a payment for any inconvenience it caused.
