Nationwide customers have been facing unexpected extra checks when making certain payments, the building society has confirmed. Customers of the mutual, which has branches in Birmingham, took to social media to express their frustration after being asked for additional verification.
Card Reader Requests
One customer reported that a regular monthly payment to an existing payee suddenly required the use of a card reader for confirmation. The customer said: "It never asks me to use a card reader for existing payee. I have never had a card reader. What is going on? Is this a temporary glitch?"
Another customer encountered issues receiving a payment from their ex-husband. Although similar payments had been sent many times before, the sender was asked to call Nationwide with a reference number to confirm the transaction.
A third customer expressed anger, saying: "Do you think everyone goes about their day with a Nationwide card reader in their back pocket just in case? Utterly shambolic company."
Nationwide's Response
Responding to several social media posts, Nationwide stated: "You may be asked to provide additional approval for outbound faster payments at the moment (even if you're sending money to someone you have transacted with before)."
A spokesperson elaborated: "For a period of time on Friday [May 1], some customers were asked to provide additional approval when making outbound faster payments, such as using fingerprint or face recognition or a card reader. The Nationwide app and our internet bank continued to work normally throughout. Customers can see all completed payments by logging into either and viewing their statements. If a customer has an issue making a payment they can contact us by phone or visit their local branch."
Guidance on the Nationwide website explains that additional checks may apply to most single payments sent online (through the app, internet bank, or open banking) or in branch, whether immediate or future, including transfers to another account held with another provider.
