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You can find the current article at its original source at http://www.guardian.co.uk/business/2012/jul/26/nationwide-fiasco-customers-debited-twice
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| Nationwide fiasco sees customers' accounts debited twice | Nationwide fiasco sees customers' accounts debited twice |
| (5 days later) | |
| Nationwide building society has blamed human error for an incident that caused customers using their Visa debit cards to be charged twice – sending many overdrawn – in the latest fiasco at a major financial institution. | Nationwide building society has blamed human error for an incident that caused customers using their Visa debit cards to be charged twice – sending many overdrawn – in the latest fiasco at a major financial institution. |
| Customers of the building society – which has around 4 million current account holders and has been a popular destination for those switching away from the big banks – who made payments on 24 July were debited a second time for them on 25 July. Most only became aware this morning when they found their cards rejected when making a purchase. Nationwide reportedly became aware of the problem on Wednesday night, but appears to have done nothing to warn customers – many of whom no longer have access to their funds because the double payments have sent them overdrawn. | Customers of the building society – which has around 4 million current account holders and has been a popular destination for those switching away from the big banks – who made payments on 24 July were debited a second time for them on 25 July. Most only became aware this morning when they found their cards rejected when making a purchase. Nationwide reportedly became aware of the problem on Wednesday night, but appears to have done nothing to warn customers – many of whom no longer have access to their funds because the double payments have sent them overdrawn. |
| Nationwide said that the incident was down to "human error" but would not elaborate on that or say how many customers had been affected. | Nationwide said that the incident was down to "human error" but would not elaborate on that or say how many customers had been affected. |
| "Debit transactions made on the 24 July have been taken again on the 25," said a spokeswoman. "This is a one off incident that is down to human error. Duplicated transactions will all be corrected overnight. We want to offer our sincere apologies to customers and assure them that they will be reimbursed for any additional costs or charges that they have incurred." | "Debit transactions made on the 24 July have been taken again on the 25," said a spokeswoman. "This is a one off incident that is down to human error. Duplicated transactions will all be corrected overnight. We want to offer our sincere apologies to customers and assure them that they will be reimbursed for any additional costs or charges that they have incurred." |
| Alfrey Johns, who lives on the Isle of Sheppey in Kent is one of those affected. She tried to use her card on Thursday morning but was turned away by the store as her payment was rejected. | Alfrey Johns, who lives on the Isle of Sheppey in Kent is one of those affected. She tried to use her card on Thursday morning but was turned away by the store as her payment was rejected. |
| She said: "We live in a rural area and I have just driven into town to do some shopping and then go out with my children who are on holiday. I have been humiliated in the shop because my card was refused as the double payments have sent me overdrawn. | She said: "We live in a rural area and I have just driven into town to do some shopping and then go out with my children who are on holiday. I have been humiliated in the shop because my card was refused as the double payments have sent me overdrawn. |
| "I've been told that I won't be charged any penalties but to say I'm furious doesn't cover it. I won't get our petrol costs back or compensation for the fact that our whole day is ruined – all because of yet another banking industry screw up," she said. | "I've been told that I won't be charged any penalties but to say I'm furious doesn't cover it. I won't get our petrol costs back or compensation for the fact that our whole day is ruined – all because of yet another banking industry screw up," she said. |
| The building society's customers have been bombarding it with complaints via the building society's @AskNationwide Twitter account in the last few hours. | The building society's customers have been bombarding it with complaints via the building society's @AskNationwide Twitter account in the last few hours. |
| One, Kelvin, said: "How do we sort this double payment mishap? I've been [sic] nearly £800 taken when should of been £400! That's alot of money." | One, Kelvin, said: "How do we sort this double payment mishap? I've been [sic] nearly £800 taken when should of been £400! That's alot of money." |
| Another, Pete Robinson, said: "My nationwide account on line this morning: £56 tesco debited on the 24th same £56 tesco debited on 26th. Cheers." | Another, Pete Robinson, said: "My nationwide account on line this morning: £56 tesco debited on the 24th same £56 tesco debited on 26th. Cheers." |
| The building society is responding on Twitter with one line, stating that "an issue with debit card transactions is affecting some customers. Sorry, account will be corrected ASAP." | The building society is responding on Twitter with one line, stating that "an issue with debit card transactions is affecting some customers. Sorry, account will be corrected ASAP." |
| Nationwide's problem, albeit on a smaller scale, follows the Royal Bank of Scotland computer fiasco last month that saw millions unable to access their funds. | Nationwide's problem, albeit on a smaller scale, follows the Royal Bank of Scotland computer fiasco last month that saw millions unable to access their funds. |
| News of the payments problem will be a big blow to the building society that has a 7% share of the current account market. It has successfully billed itself as being different from the big banks that are at the heart of the financial crisis. | News of the payments problem will be a big blow to the building society that has a 7% share of the current account market. It has successfully billed itself as being different from the big banks that are at the heart of the financial crisis. |
| Following the problems at RBS and then those at Barclays, Nationwide said : "We are already seeing an increase in the numbers of people asking to move to Nationwide from other banks. After recent events we expect those numbers will increase." | Following the problems at RBS and then those at Barclays, Nationwide said : "We are already seeing an increase in the numbers of people asking to move to Nationwide from other banks. After recent events we expect those numbers will increase." |
| On 13 July it reported that the number of people switching their main current account to the society through all channels - branch, telephone and online - each week was up 67% on the period before the RBS issues started. | On 13 July it reported that the number of people switching their main current account to the society through all channels - branch, telephone and online - each week was up 67% on the period before the RBS issues started. |
| Top savings accounts | Top savings accounts |
| Derbyshire BS | Derbyshire BS |
| Aldermore | Aldermore |
| Nationwide BS | |
| Powered by MoneySupermarket for the Guardian | Powered by MoneySupermarket for the Guardian |