A customer asked Nationwide to clarify the rules that apply
Nationwide Building Society has clarified its account rules over how to claim a refund. A customer asked the organisation to explain its procedures as they were owed money.
The person contacted Nationwide over social media to ask for help given their situation. They explained they had purchased something with their card a few weeks earlier and were due to be “getting a refund on that purchase”. They asked: “Since the original purchase I have a replacement card – will my refund still work?” Nationwide responded with some guidance for the member.
The provider said: “This should still be applied through Visa. However if it’s not with you within the timeframe the company provide for their refund process, you can get in touch with them directly to confirm the card details.”
How to dispute a payment
Guidance on the Nationwide website about disputing payments explains: “If something goes wrong with a purchase you’ve made, you may be entitled to a refund.” If you wish to dispute a payment, Nationwide advises following certain steps first before submitting your claim with them.
The recommendation is to first contact the seller, as they may be able to resolve the matter for you more quickly than Nationwide can. You should keep a record of any contact you made and what transpired, to help Nationwide process a claim.
You should also check whether the payment is showing as a pending transaction in the app or internet bank. It may be possible to contest a pending debit card payment, but this option is not available for pending credit card payments.
Customers are advised to raise a dispute only once the payment has been fully processed. You can raise a Visa dispute, in which you request that Nationwide recover an amount from a retailer, provided the purchase was made using a Visa debit or credit card.
Should Nationwide be unable to recoup the amount through this route, you may be entitled to make a Section 75 claim if the purchase was made on a credit card. This refers to Section 75 of the Consumer Credit Act 1974, which holds credit card providers jointly liable alongside the retailer for any breach of contract.
What should I do if a payment is incorrect?
A payment may be incorrect for a number of reasons. If you have transferred the wrong amount to someone, you may be able to resolve the matter by getting in touch with the recipient directly to work things out.
If a recurring card payment has been deducted after you cancelled it, Nationwide states in its online guidance that “you’re due a refund”. You should make a note of the date on which you cancelled the payment, along with any payments the company has taken since that point.
You can then get in touch with Nationwide for assistance in resolving the matter.
