Nationwide clarifies payments process after customer fraud concern

Nationwide said customers can pay by phone, transfer, direct debit or at branches after a customer raised concerns about a suspended credit card and posting delays; the group said payments usually take one to two working days to clear.

Nationwide Building Society replied after a customer reported their credit card had been suspended over alleged fraudulent transactions and said they were awaiting a replacement card. The customer said there had been two posting delays and asked how to make a monthly minimum payment without incurring missed-payment charges. Nationwide set out its procedures and the typical timescales for payments. Key points: - A customer reported a suspended credit card following alleged fraudulent transactions and said a replacement card was being sent. - Nationwide said customers can make payments by calling, making a bank transfer, setting up direct debit or visiting a branch, and it pointed to online banking and the app for credit card payments. - The group said payments usually take one to two working days to clear and advised starting a chat in the banking app or calling if a payment has not cleared after that time. - Separately, Nationwide is offering a £175 switching payment for eligible customers who move a current account to specified Nationwide accounts, subject to deposit and transaction conditions. Summary: Nationwide clarified its payment options and timescales after a customer raised concerns about a suspended card and delays. The building society reported that payments typically clear within one to two working days and said customers should contact them via app chat or phone if a payment has not cleared; details of a separate £175 switch offer and its eligibility criteria were also outlined.