Nationwide customers 'mortified' as payment glitch leaves some 'without cash for Christmas'

NATIONWIDE customers are demanding compensation after a payment glitch left some without wages and others unable to pay at the till.

Hundreds of people have been left unable to make or receive payments, leaving many customers who were expecting to be paid today out of pocket – and problems are still ongoing.

Angry customers took to social media to complain to the building society, with many distraught that wages had not arrived with just days until Christmas.

One Twitter user said they had been left "holding up the checkout" in a shop and another said she'd been left "mortified" after her card was declined in store.

Others were concerned about missing important payments.

One customer tweeted: "I have mortgage payments and bills to pay. Who will foot the cost of the overdraft and penalties!"

Another said: "I'm waiting for money to transfer from my nationwide account to a different bank. If it doesn't go in today, I'll incur overdraft fees. If that happens, will you cover the fees?"

Customers complained that the building society had not kept them updated on its progress in fixing the issue.

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One said: "Not once have you offered an update. All you do is put a link up to a page that fobs people off. You can't even give your customers an update or explanation.

"I think you should do the right thing and give you customers some kind of idea what is happening."

Another customer tweeted: "It's Christmas in 3 days and you can't tell people when they will have their money. Absolute shambles!!"

The Sun has asked Nationwide whether customers will receive compensation because of the issues and we'll update this story when we know more.

Banks typically offer customers compensation if they are affected by outages or payment issues, for example if they incur charges because a payment has not gone through.

But this depends on the situation and the bank may not be obliged to do this.

On social media, one user said: "Let's talk about compensation for those waiting on money who's got no food because of your company don't worry I've complained that you've left me hungry."

Another added: "I have my Xmas food delivery tomorrow and we're isolating with Covid, if the payment doesn't go through my family are screwed."

After an outage earlier this year Santander promised customers affected that they would not be left out of pocket.

TSB said the same after a major meltdown of its IT systems back in 2018.

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There's no automated system for applying for compensation from banks or building societies if you've been left out of pocket.

If you've incurred a fee, for instance a missed bill payment, because of the outage keep evidence of the issue to show how you've been affected.

You can make a complaint to Nationwide directly and keep a note of any calls oronline chats you have with them.

No timeframe

Nationwide tweeted that it was "working hard to resolve the issue and apologise for any inconvenience caused".

It said there was no timeframe currently for when the problems would be resolved.

The building society told customers not to resend payments they had made if they weren't showing.

Over half of the problems are to do with transfers of funds, according to Downdetector.

Some 54% of reported issues centre around payments, and 27% are about online banking.

Mum-of-two Amy Davies said: “I’m expecting my wages to go in today – I’m down to my last £4 and I’m waiting for my money so I can do the food shop and my Christmas shopping.”

A Nationwide spokesperson told The Sun: “Unfortunately, there is currently a delay on outbound payments reaching people’s accounts as well as inbound payments reaching Nationwide current accounts.

"We are working hard to resolve the issue and apologise for any inconvenience caused."

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