Why are Nationwide payments delayed?January 4, 2022
NATIONWIDE customers have been left without access to their cash after the bank went down in the morning of January 4.
Hundreds of customers reported issues with the building society's app, the third time this has happened since Christmas Eve.
It follows from two other outages in the span of just two weeks, with customers reporting they were unable to send or receive payments on Christmas Eve and New Year's Eve.
Last time, the bank announced that customers hit by the blip – especially those charged any late payment fees – would be refunded.
A Nationwide spokesperson said this time the outage took place because of system overheating – with more than 10 million payments sent overnight.
As the building society goes down again, we explain all you need to know about whether you can make payments again – and if they'll be delayed.
Can I make payments again on Nationwide?
Problems with making payments through Nationwide started at 5am, leaving hundreds of customers unable to use their cards or transfer money.
The building society said on Twitter that "there's a delay affecting some payments to and from your account this morning" and that they're "working to fix this ASAP."
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A few hours later, they tweeted again: "We’re sorry, due to volume of inbound payments today, we have taken the decision to queue those while we resolve the issue.
All payments will be processed as soon as possible.
You can continue to use your cards, access the Internet Bank and Banking App and withdraw cash from ATMs"
Angry customers took to social media to complain about the system failure, frustrated about the frequency of outages in the last few weeks.
One tweeted: "Absolutely appalling, I'm a single parent on limited income. I now have no money for food or utilities. I transferred money at 10.30am still not gone through….."
Another said: "I cant believe this has happened again what a load of shambles from your part. I would swap banks if I could move my money to another one"
Will I get refunds for missed payments?
Banks do not have a fixed compensation scheme for service disruption, but depending on how big the disruption is, they might offer some money back.
Last week's issues saw Nationwide promise affected customers a refund on any late payment fees charged to their account because of the crash.
It's not known yet whether the same will happen for today's outage.
It is worth gathering evidence of your problems so you can make a formal complaint to Nationwide directly.
Try to make a note of when you were unable to access the website or app, plus any costs you incurred as a result.
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.
In the run-up to Christmas, several other services also went down – including Monzo Bank and Sky Broadband.
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