Barclays; at a my wit's end
Discussion
A few months ago we were accepted for a mortgage extension for a extension to our house. We received a message saying the money had been paid into our Nationwide account. It did not appear. We checked with both Barclays and Nationwide, the details for the account were correct. Five days later no phone calls, no messages, and no money in our account. What do I do? Barclays keep saying that the money has been released, every time I contact them I get another subcontinental call centre employee reading from a script. The only contact I have had is a letter informing us how much more we will be paying in mortgage repayments each month.
Doesn't Nationwide require a separate reference number for transfers in because they're a Building Society and not a bank? Did you give Barclays that? I only mention it as I had this issue with money transferred to my YBS account and unlike a normal bank transfer it apparently required the exact name of the account holder (as written) AND also a separate payment reference number (some combination of numbers from the account number), in addition to the normal account number and sort code. In my case the sender has missed off the payment reference number and so the money seemingly disappeared into the aether, although after some investigations YBS admitted that they had in fact received it but it was sat in their holding account because without the reference number they couldn't allocate it to me.
I'd suggest you ring Barclays and ask them to read back to you what it says on their screen for where they've sent the money to. Check the spelling for the recipient name exactly matches the spelling and format of your Nationwide account name and also check that they're input the payment reference number if Nationwide requires it. If Nationwide need it and Barclays haven't input it or done it wrong then it will be sat in a Nationwide holding account somewhere, assuming that Barclays got the sort code and account number correct.
I'd suggest you ring Barclays and ask them to read back to you what it says on their screen for where they've sent the money to. Check the spelling for the recipient name exactly matches the spelling and format of your Nationwide account name and also check that they're input the payment reference number if Nationwide requires it. If Nationwide need it and Barclays haven't input it or done it wrong then it will be sat in a Nationwide holding account somewhere, assuming that Barclays got the sort code and account number correct.
You know what LT is right. We paid a brckie last year and had this problem with NW. It had to have 3 lots of info, acc / sort (same for everyone) then acc ref. We just did the transfer to the acc / sort which is a big holding account. It took us a good few days to get the money back and then we re-sent it.
red_slr said:
You know what LT is right. We paid a brckie last year and had this problem with NW. It had to have 3 lots of info, acc / sort (same for everyone) then acc ref. We just did the transfer to the acc / sort which is a big holding account. It took us a good few days to get the money back and then we re-sent it.
The Building Society's are not clearing banks so they have no facility to move monies in or out, outside of their own internal systems. They have to use a clearing bank to do this. YBS, for example, use Natwest, so when you are making a payment into a YBS account from, say, Santander, you are actually sending the money to YBSs sole Natwest account. That's great but everyone else with a YBS account also sends their payment to the same Natwest account 
, so YBS need some way of knowing whose account the payments need to be credited under and that's why you MUST put your YBS account details in the payment reference field otherwise the payment will just sit in the YBSs Natwest account because they don't know whose money it is. If Nationwide is still a BS these days then they'll operate with basically the same system. 
Can you get to a branch? If you can, go there, explain the problem (take documents with you such as letters emails etc., a print out of your online banking statement from nationwide and your passport) and ask them what the process if for making a formal, logged complaint. That should get things moving.
williaa68 said:
Can you get to a branch? If you can, go there, explain the problem (take documents with you such as letters emails etc., a print out of your online banking statement from nationwide and your passport) and ask them what the process if for making a formal, logged complaint. That should get things moving.
This.... Go and speak to a human. At the very least they'll speak to their mortgages department and will be able to get hold of different people than you will by ringing the call centre.
I have;
been in to my local branch (they were hampered by the same Indian call centre issue I had to their undisguised exasperation).
sent my Nationwide account statements via email to Barclays
raised a complaint, which I should have done from the start, this at least seems to force them to take some action, even if they haven't actually resolved anything yet.
Incidentally the problem I have with outsourcing customer services is that the call centre staff aren't employees of the bank, have no knowledge of how the bank operates, have no interest in the bank's performance or reputation and are apparently reading from a script.
been in to my local branch (they were hampered by the same Indian call centre issue I had to their undisguised exasperation).
sent my Nationwide account statements via email to Barclays
raised a complaint, which I should have done from the start, this at least seems to force them to take some action, even if they haven't actually resolved anything yet.
Incidentally the problem I have with outsourcing customer services is that the call centre staff aren't employees of the bank, have no knowledge of how the bank operates, have no interest in the bank's performance or reputation and are apparently reading from a script.
IMHO you need to try and speak to NW not Barclays. They will have a suspense account and if its in there (e.g the one with all the 3s...) they might be able to move it to you - but in the case where this happened with us they had to send it back to the origin and start again.
You need to give Barclays your acc no, sort code AND roll number... IMHO.
You need to give Barclays your acc no, sort code AND roll number... IMHO.
Leonard Stanley said:
It's utterly ridiculous. These banks supposedly have sophisticated transaction monitoring systems. Maybe somebody forgot to plug them in?
I'm guessing it's not the bank systems as such (I get transfers through in less than an hour). It's much more likely that there is incomplete or inaccurate data showing up in the transaction. Hence why there needs to be further enquiries made.To clarify the Nationwide issues;
If it is going to a current account, a roll number is not required. If it is going onto an e-savings account or passbook account as an example the sort code and account number will be: 070093 33333334 (then as your reference you would use a roll number which is your visible account number)
If a current account, sort code and account number is perfectly fine.
If it is going to a current account, a roll number is not required. If it is going onto an e-savings account or passbook account as an example the sort code and account number will be: 070093 33333334 (then as your reference you would use a roll number which is your visible account number)
If a current account, sort code and account number is perfectly fine.
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