Nationwide Building Society: customers report issues surrounding incoming payments on first working day of 2022

Nationwide bosses have apologised after customers scramble to login to their accounts to check the status of paused payments
Nationwide Building Society has apologised after customers complained of incoming payments being delayed (image: PA)Nationwide Building Society has apologised after customers complained of incoming payments being delayed (image: PA)
Nationwide Building Society has apologised after customers complained of incoming payments being delayed (image: PA)

Nationwide Building Society has said sorry to customers after a series of complaints over incoming payments being delayed.

The society took the decision to queue some payments just after 7am on 4 January due to the high volume received on the first working day of 2022.

At a glance: key points

  • It said the previously queued payments were being processed as it worked through the backlog.
  • The issues did not affect bulk payments and direct debits and standing orders were working normally, Nationwide added.
  • An update posted on Nationwide’s website on Tuesday afternoon said customers waiting for inbound payments did not need to do anything and the payments “would arrive ASAP”.
  • People expressed their frustration on Twitter, with one writing: “I’ve been waiting since 9.30 this morning for my money to be transferred from another bank account. Not really on is it.”

What’s been said 

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A Nationwide Building Society spokesperson said: “As a result of extremely high volumes of transactions on the first working day of the year we took the decision to temporarily queue inbound faster payments.

“Queued payments are now being processed and we would ask members to bear with us as we work through the backlog.

“We apologise for any inconvenience caused. Members do not need to resend any payments as they will be processed as soon as possible.

“All other services are working normally. Members can continue to use their cards to pay for goods and services, access the internet bank and banking app and withdraw cash from ATMs. Transactions such as direct debits, Bacs, Chaps and standing orders are also not affected.”

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