UNBELIEVABLE ..................... !!! - HotUKDeals
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UNBELIEVABLE ..................... !!!

shibi din Avatar
8y, 4m agoPosted 8 years, 4 months ago
This morning I popped into the Nationwide to pay some money into the Friends of Guiding Treasurer's Trust Account, of which I am the Treasurer and a few times each year (maybe 4 times maximum) I pay money into this account. This money is the proceeds from fund-raising events. Today was only a small amount - £30.33. I had a £20 note, £10 in silver and 33p small change.
I was told that they don't accept coins!!! I said "You are a Building Society, you deal with money, I am a customer and I want to pay money into this account". She refused point blank. I asked for the manager. He was a young lad, didn't look older than 25 at the very very most. He agreed with what she said - it was Nationwide policy, they don't take coins.
The queue behind me was getting a bit agitated and a woman offered to change the silver for a £10 note. I thanked her and then tried again to pay the money in. The girl said she couldn't accept the 33p. I was absolutely gobsmacked. By this time the people in the queue were practically shouting at me to get away and telling me I should be ashamed of myself and someone calling out they felt sorry for the girl behind the till.
(I'm actually starting to shake again just remembering all this, I was so humiliated).
After I paid the £30 in, I went to see the manager again and told him that I thought it was ridiculous that they wouldn't accept any coins being paid into an account. He just kept saying over and over again it was company policy. I showed him the paying in book which had been in use since 2005 and showed him amounts that had been paid in that would obviously have had coins be paid in, ie. £100.99, £84.42. He just said that all the cashiers who accepted that money shouldn't have done as it was company policy.
When I came out of there I burst into tears.
What do you think - was I right to kick up a fuss, or should I have just accepted it and left?

PS I'll just add that at no point did I raise my voice or shout at anyone. I realise it wasn't the girl behind the tills' fault so I tried not to make her the focus of anything.
shibi din Avatar
8y, 4m agoPosted 8 years, 4 months ago
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#1
TO be honest if they going to be like that, then i would move my account elsewhere.
#2
Write to customer service, tell them how you was made to feel etc and to take the letter as notice of closing your account etc and bank elsewhere.

make sure you have another account set up first!! :)
#3
Sounds daft to me, maybe it's because they are not a bank, who do have to handle all forms of legal tender. The building societies have to pay their funds into a bank, so maybe they have decided it's too much hassle moving small change around?

Like someone else has said, I'd change banks. If it is company policy why haven't their customers been informed? You could write a letter of complaint to the BS and maybe the banking ombudsman, might not get you anywhere but at least you'll air your feelings :-D
#4
wolftan
TO be honest if they going to be like that, then i would move my account elsewhere.


Yeah I agree. Not worth getting yourself upset about it..
Move the account to another bank or building soc:x
#5
It does sound draft, but it is also company policy by the sounds of it.
#6
madness but its in B&W on their website. absolute madness

http://www.nationwide.co.uk/search/DisplayArticle.aspx?article=1436
banned#7
If it was me I would be on the phone to nationwide to gain an explination and then I would tell them I would be closing the account and going to a more understanding bank(if you can find one).I bank with Nationwide and the next time I do my banking I will be having a word with them about this no change practise.regards
1 Like #8
Thanks for replies, might have to bring the subject up at next comittee meeting and ask if it is okay to move the account - the account has charitable status so I have to consult lots of others before doing anything.
It's just the fact that they wouldn't even accept 33p in change that really got me. Especially when they have done so in the past with no problem.
I'm trying to contact the Area Office at the moment but it keeps going through to voicemal and I don't want to just leave a message. They have no email to send complaints to!!!
#9
wtf are they for real, i would of smacked the manager in the head to knock some sense into him you are a bank you deal with money whats next your gonna say sorry we dont accept £5 notes or crinkly notes thats ridiculous cant belive he even said that now that im thinking to my self its pretty funny and would of laughed and said are you joking, my advice move to a different bank im with HSBC and they yes they take coins, i wish they said it to me would of made me laugh non stop.
banned#10
They probably can't afford for the coin to be collected from the branch, i used to work for G4S, so i've moved some coin in my time.

I also injured myself a few times too, the rates of pay have recently gone up for the security drivers, so the cost of collection has probably gone up to pay for it.
banned#11
thats an outrage, idve gone ape!
#12
yeah, trouble is it costs them a lot to move the money and they don't make anything out of the account that you hold which is why they won't accept it as they are having to pay for someone to serve you and a premises and bank books and then someone to collect the coin.. laong with money bags, it all adds up unfortunatley
#13
Normally they have limits of how many coins you can pay in but ive never heard of them not taking and coins at all. West Bromwich Building Society have posters up saying something to that effect. COMPLAIN
#14
LMAO! They should make an advert about it with that rude fat bloke from A.N.Other bank.
#15
I tried to teach my child to save up ,so i opened a child account with Nationwide.
When he tried to put £13 from his piggy bank into his account, they said NO!! .
I said its no hard to count £3 pounds!! but they only accepted the £10 !!!
STUPID , i say....... How do i explain that to a 4 year old???
#16
Correct me if I am wrong but isint refusing legal tender..... illegal. I know you can done for melting coins for metal etc as it was the national currency? Any legal thoughts on this. I know for sure that bank issued legal tender has to be accepted.
1 Like #17
Oh poor you. How horrible. It would have been bad enough if all the other 'customers' had stuck up for you. You were absolutely right to try to get some adequate service. They make money out of the amount that you keep with them. All these institutions act as if they are doing you a big favour. They also make it really difficult for you to complain so that they don't have to act on customer concerns. If you still have the energy - try to follow up, and yes, suggest that the account is moved - to one with some significant interest , maybe.
:friends: You acted responsibly and correctly.
#18
Outrageous! Take it further - don't let it drop!!
#19
http://www.marketingweek.co.uk/download/431/nationwide.jpg
banned#20
Banks don't want to deal with people anymore, they want you to use on-line only.
#21
Ha ha, thanks Karim, you made me smile (first time today I reckon). Thanks everyone for all the suggestions and kind words. I have felt absolutely rotten all day today - I developed a headache as soon as I left the B.Soc. and I haven't managed to shake it all day. Tension headache.
I've just got off the phone to the Nationwide. The woman told me that as it is a Treasurer's Trust account they should have accepted the money and she is going to call them and find out what happened there. Someone will call me back on Monday now, as I have to go out.
Let's see what they have to say then.
banned#22
Good luck with it, they do seem to be mean.

Chill out with a large glass of your chosen poison.
1 Like #23
In the interest of fairness the account that Shibi is referring to is a specific one and the terms and conditions are specific to that account. I'm assuming that Shibi's account receives benefits to compensate for the somewhat harsh rule of no coin.
Read the whole conditions for the type of account I assume Shibi is referring to:
http://www.nationwide.co.uk/search/DisplayArticle.aspx?article=1436

Nationwide do NOT refuse coins to a Personal or Flex account or haven't up until yesterday as we quite often pay in coin savings. They do have restrictions on the amount of coinage you can take in but even then they have accepted over that limit if told prior to taking to the branch locally.

It doesn't appear this was communicated well to Shibi and I have to say Nationwide's Customer Service has declined in the last few years as they have struggled to be competitive whilst remaining an Independant Building Society.

The above is what I think has happened although I see Shibi has now been told differently on the phone.
I'll stand corrected if wrong :)
#24
we had this trouble with HSBC not accepting coins either it was only when my GF mentioned that it was avon money that she said that it was fine then. Some HSBC's also have machines like the supermarket ones that you can empty coins into but it all goes into your account unlike the 8% charge on the supermarket ones.

I have no idea which HSBC's though but defo not the one in Burton or Swadlincote :(

I'd just tell them to close my account and move to be honest but I think most banks are starting to do this.

edit - we also had HSBC not let us take over £300 out at once on our joint account so I asked if it was OK to close my account instead which they said was fine so I closed the account took the £1200 out and just opened a new account with the £600 I didn't want to take out in the first place all with the same member of staff - this she couldn't see a problem with ?!?
#25
I put coins in my Natiowide account only last week!
#26
worto03
we had this trouble with HSBC not accepting coins either it was only when my GF mentioned that it was avon money that she said that it was fine then. Some HSBC's also have machines like the supermarket ones that you can empty coins into but it all goes into your account unlike the 8% charge on the supermarket ones.

I have no idea which HSBC's though but defo not the one in Burton or Swadlincote :(

I'd just tell them to close my account and move to be honest but I think most banks are starting to do this.

edit - we also had HSBC not let us take over £300 out at once on our joint account so I asked if it was OK to close my account instead which they said was fine so I closed the account took the £1200 out and just opened a new account with the £600 I didn't want to take out in the first place all with the same member of staff - this she couldn't see a problem with ?!?


:w00t::w00t::w00t: - Ludicrous!!!

Just got back. Thanks, hotto, for your input. We'll see what they say on Monday, eh? It wouldn't have been so bad if I'd known about the no coins rule - by now I would have closed the account and opened another elsewhere (with committee approval). However, historically, there has been no problem with paying coins into the account and this is proven by the figures in the passbook. :thinking:
#27
Hi lillies - welcome to HUKD. Thanks for making your first post in my thread!! :-D
banned#28
is this because it is a business account, as ive never had a problem paying in cins, although they will only yake 2 bagers per an account a day, thankfully we have a nationwide inside a broker office onyl minutes a way, so no biggy, but i would be peed if i had to rely on taking 2 bags each time i went to town
1 Like #29
shibi din
:w00t::w00t::w00t: - Ludicrous!!!

Just got back. Thanks, hotto, for your input. We'll see what they say on Monday, eh? It wouldn't have been so bad if I'd known about the no coins rule - by now I would have closed the account and opened another elsewhere (with committee approval). However, historically, there has been no problem with paying coins into the account and this is proven by the figures in the passbook. :thinking:


sassie
is this because it is a business account, as ive never had a problem paying in cins, although they will only yake 2 bagers per an account a day, thankfully we have a nationwide inside a broker office onyl minutes a way, so no biggy, but i would be peed if i had to rely on taking 2 bags each time i went to town


No worries shibi, I could be wrong but I think you have an account there which is in between a business and personal account. It gives you benefits of no charges etc etc . I think they make the "no coins" rule because the account is also for "Sole traders" and this would stop the Market traders and similar from dumping all their coins on them.

I may be wrong but I think that's what it is. Obviously in the past they have seen your account for what it is and allowed the few coins but now either they've been told to tighten up or whatever.

It's all down to Wage Costs and handling costs. Takes time and money to count coins and even more time and money to get rid of them.
I don't think you'll do any better elsewhere and by the way if that account has been going for a long time be careful because the Nationwide are still a Building Society and if they ever did go to Bank Status there might be a windfall. Not absolutely sure on that type of account but worth thinking about.

See what they come back with shibi :)
1 Like #30
It's not a business account and, thinking about it, it's not a BusinessInvestor product/account either, even though it has charitable status. The minimum required to open that account is £5,000 and we never have that amount in there. Mind you, the account was opened a long time ago, not sure exactly when, so it could have changed over the years.

Just had a quick look at the stuff that came along with the Treasurer's job (been doing this just over a year) and the account has been with the Nationwide (formerly Nationwide Anglia) since 1991. It was with the Woolwich before that - I have the records going back to 1971!!! (almost as old as me!!!)
#31
so how can people pay in coins nowadays then? since charity donations are often as small amounts coppers and silver in the charity boxes why option is there for changing them?

personally i would have questioned their refusal once then accepted it. you know how people follow policy exactly to absolve themselves of any personal responsibility. you just make yourself upset. example: Thursday in tesco there were lots of reduced sandwiches (variety of different types) dated that day. one of them of a different type in the same reduced area with the rest had no reduced sticker. the sticker had either been taken off, i think, since it was with the rest in the specific reduction area. i took the sandwich to customer service expecting it to be reduced like the others. they did nothing and said if it didn't have a sticker it wasn't reduced. even though all other sandwiches with the date was reduced she still didn't check or call anyone or do anything. she didn't want to take any responsibility or put herself out. i wasn't going to pay more than it should have been if correctly stickered so i put the sandwich back where i got it from and went to subway as i was going to in the first place. not worth bothering about perhaps but like with nationwide the principal is what's important.
#32
shibi din
Thanks for replies, might have to bring the subject up at next comittee meeting and ask if it is okay to move the account - the account has charitable status so I have to consult lots of others before doing anything.
It's just the fact that they wouldn't even accept 33p in change that really got me. Especially when they have done so in the past with no problem.
I'm trying to contact the Area Office at the moment but it keeps going through to voicemal and I don't want to just leave a message. They have no email to send complaints to!!!

You could try giving them £35 and tell them you only want to pay in £30.33 of it - so that your figures still tally. If they don't accept coins does that mean that don't give them out also?? If so that is the most ludicrous thing i've heard in a while. A bank that won't let you pay in an amount of your choice to your own account. Unbelieveable!
#33
lrb76
You could try giving them £35 and tell them you only want to pay in £30.33 of it - so that your figures still tally. If they don't accept coins does that mean that don't give them out also?? If so that is the most ludicrous thing i've heard in a while. A bank that won't let you pay in an amount of your choice to your own account. Unbelieveable!


That's a very good idea lrb76, might have to try that next time. The do pay out coins. The woman in front of me wanted to withdraw £4.50 (????) out of her account. This transaction was carried out with no hiccups. And the woman had waited about 15 mins to withdraw that £4.50!!!

I rang the Area Office at about 12.30 today as I hadn't heard anything. The guy I needed to speak to was in a meeting (aren't they always?) and would call me when possible. He did call, when I was in the shower, and left a message saying he would have another short break from the meeting at around 3pm and the meeting would finish around 4.30pm. So I'm still waiting for a call. :whistling:
#34
I think I would have withdrawn 67p, then added it to the 33p. Then paid it in as a £1. and let the queue build up behind me, while they flaffed around.
Are they going to stop the kiddies taking in their pennies?. Madness.:w00t:
#35
Well, Brian from the Area Office called!! He apologised for what happened and said it shouldn't have happened. Common sense should have prevailed and the money should have been accepted. If I had turned up carrying armfuls of loose change then it would have been another matter, but as I had a small amount of change it should have just been paid into the account.
I told him that I went to see the 'manager' again after the notes were paid in (Brian told me that wasn't actually the manager, it might have been a trainee manager) and I tried explaining to him the meaning of "using your discretion" but that he didn't see it that way.

So Brian is going to have a word with people at the Beckenham branch, including the real manager. I told him I would feel very uncomfortable going in there in the future as I would always be on tenterhooks about whether the money was going to be accepted or not. I asked about paying in a larger amount then withdrawing cash so the correct amount of change had been paid in and he agreed that is a way of doing it. But we both agreed that that was just creating double the work for the cashiers and it shouldn't have to be done that way.

Thanks for your comments everyone. :thumbsup:
#36
Result ! Well done Shibi :)

Did he explain to you what type of account you have because I see people above are still getting it mixed up with a personal account :)
#37
Forgetting the problems with the bank - the people in the queue didn't help the situation - don't you find that people just won't support anything or anybody that makes them wait longer in a queue - people just don't care, they just want to get out the place - wait till this problem affects them !!!!
I'm so impessed you didn't raise your voice - when they told me i couldn't put money into my sons account because i was 1 number short of his account number and they couldn't tell me his full number because of data protection - when i pointed out i didnt want to know the number just for them to put money INTO his account they still wouldn't do it - I had to phone my son in Australia from England to get the number !!!! madness - I raised my voice I can tell you -it didn't get me anywhere but i felt better lol

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