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I have banked with In the whole country building society for over 30 years without a problem – until last week when blocked my debit card without explanation.
I spoke to four members of the his fraud team. They were helpful and kind but their proposals, unfortunately, did not settle the matter. I I’m running out of money and there is i had to cancel a food delivery from sainsbury’s because i can’t pay for it and i’m about to run out of food.
Can you help?
JR, Uxbridge
In recent weeks we have received several letters from readers complaining that their Nationwide accounts have been frozen. In this case, however, the move seems justified.
When I spoke with you, it became clear that you had been trying to buy an iPad for a grandson and had made 15 attempts to buy one online from various retailers after failing the verification process each time.
It blocks payments on the basis that this is not the type of purchase you would normally make, and fraudsters do. And it tells me that you have frozen your debit card yourself through its app, probably fearing that you are about to be scammed.
Fortunately, everything is resolved and your account is fully up and running again.
Nationwide said: “We apologize for the inconvenience caused as our customer was purchasing an iPad, although this was done to protect it. Potential fraud was reported, causing the transaction to be blocked.
“The customer had also frozen their card via the mobile app which meant they could not make any purchases.
“After speaking with the customer, we were able to remove the restriction and help unfreeze his card. Unfortunately, our customer’s calls were dropped while he was on hold and we will offer a compensatory payment as an apology.”
We welcome letters but cannot respond individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions.
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