Nationwide faces backlash after IT blunder

Nationwide could become the latest financial institution to suffer damage to its brand following a technical hitch, just weeks after it launched a major brand campaign to convince customers of banks to switch accounts to the building society.


Customers of Nationwide who used their Visa debit cards on Tuesday (24 July) this week had duplicate debits also taken out the following day, which sent some people overdrawn.

Sufferers of the “human error” have taken to social networks to vent their frustration at the brand.

Nationwide says the technical hitch was a “one off isolated incident” and the duplicate transactions will be corrected overnight (26 July).

The building society adds: “We would like to apologise for the inconvenience this has caused and we can assure customers that should they incur any related charges these will be refunded in full.”

The incident comes not long after Natwest suffered an IT meltdown that meant thousands of its customers were unable to access their accounts. It also follows Barclays’ slump in brand perception after it was found guilty of manipulating LIBOR rates.

Nationwide is currently running ads to highlight the difference between its building society and banks that keep customers “in the dark”.

It formed part of Nationwide’s wider “On your side” strategy that bids to position the building society as a service-led mutual that helps customers navigate their way through financial life and exploit the recent public disgust over the actions of banks and bankers.

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