The customer was confused as they had not requested the item from Nationwide
Nationwide Building Society has clarified its policies after a customer received a peculiar item in the post. The person contacted the provider as they had been unexpectedly sent a card reader.
The person asked the group: “I’m confused, why have you randomly sent me a card reader when I already have one and I didn’t request one to be sent to my address.”
In response, Nationwide set out what the usual processes are regarding when it sends out the devices. The group said: “Card readers are normally distributed to members that are newly registered for digital banking. Apart from this, they should only be sent out if requested.” Nationwide encouraged the customer to contact them through the live chat feature in either the banking app or internet banking, or alternatively to call them on 03457 30 20 11.
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The customer went on to ask if they could simply return the unwanted card reader or hand it in at a branch. They explained: “I already have one from you and NatWest who was my old bank.”
Nationwide responded to confirm they could resolve the issue this way. The provider replied: “Absolutely. If you are happy to take this into your nearest Nationwide branch they will take this back for you.”
The group also released an update recently to confirm a new service will soon be added for some customers. The new feature was mentioned after a person asked the group why they couldn’t get paperless statements for their Reward Saver.
The Reward Saver replaced the Nationwide Loyalty Saver from February 2025 and currently pays 3.2 per cent. Nationwide responded to confirm you can only get paper statements for the account at present.
But this will soon be changing. Nationwide told the customer: “Whilst you can’t currently opt for paperless statements for the Reward Saver account, if you use our banking app, in the coming weeks you should be able to change the paperless settings for this account. You’ll see a pop-up when this is available to you.”