Your recent story about a reader whose Nationwide account was blocked is the tip of the iceberg. A month ago, I tried to book rail tickets on the Austrian Railways website. The transaction failed and Nationwide blocked my debit card.
I tried with my other Nationwide card but it blocked that, too, blaming “suspected fraudulent activity”.
I advised customer services that I would be travelling in Europe and they said they would note that, but when I later tried to book rail tickets on the Deutsche Bahn website the transaction again failed. This was apparently “because it was in Berlin”. It looks like Nationwide’s fraud detection system has been designed with no accountability to its customers.
MJ Goodwick, Pembrokeshire
Fraud detection analytics are vital and banks and building societies have become extra vigilant. Some ask customers to notify them before an unusual payment or if they plan to go abroad so that uncharacteristic activity on their accounts can be checked.
According to Nationwide: “Booking travel through European websites is a common activity used by fraudsters. When the customer made his first online payment, 26% of transactions blocked, using the same rules, were found to be fraudulent.”
Customers whose accounts are blocked should receive a text or letter and the account is reopened when they confirm the transaction is genuine.
“It is done to ensure the protection of our customer’s money,” says Nationwide.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
