I use Nationwide Bank We have been building a society without any problems for over 30 years, but last week, My debit card was blocked without any explanation.
I spoke to four members The fraud prevention team. They were helpful and kind But unfortunately their suggestions did not solve the problem. Money is running short and I had to cancel my Sainsbury’s food delivery because I couldn’t pay and I was quickly running out of food..
Can you help?
J.R., Uxbridge
We have received several letters in recent weeks from readers complaining that their Nationwide accounts have been frozen, but in this case the action appears to be justified.
After speaking with you, we discovered that you were trying to buy an iPad for your grandson and had attempted the online purchase 15 times from various retailers, failing the authentication process each time.
The payment was blocked because it’s not the kind of purchase you would normally make – something scammers often do – and you told me you probably froze your debit card yourself via the app for fear of being scammed.
Luckily, everything has been resolved and the account is fully operational again.
Nationwide said: “We apologise for the inconvenience caused to customers who were looking to buy an iPad. This was done to protect our customers, however it raised a warning about possible fraud and the transaction was blocked.”
“Customers also had their cards frozen via the mobile app, meaning they were unable to make any purchases.
“After speaking with you, we were able to remove the restriction and assist you in unfreezing your card. Unfortunately, your call was disconnected while on hold. We will offer a compensation payment as an apology.”
Letters are welcome but we cannot respond individually. Please email us at consumer.champions@theguardian.com or post to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime telephone number where you can be reached. Submission and publication of all letters are subject to our terms and conditions.
