Nationwide payment issues: Is online banking down as customers run into payment issues before Christmas?


This is all you need to know about the situation and whether it has been corrected.

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What happened?

At around 7am on Tuesday December 21, Nationwide customers were hit with payment delays affecting incoming and outgoing payments, days before Christmas.

Many clients were worried about receiving their pre-Christmas wages, and many took to Twitter to vent their frustrations.

Customers across the country faced payment issues days before Christmas (Photo: Matt Cardy/Getty Images)

One person wrote: ‘I have salaries tonight, I really need some sort of schedule or help.’

Another tweeted: “@Nationwide just messaged me with no payment in the bank how am I supposed to buy Christmas presents?”

“I still haven’t received my salary which was due on Tuesday morning, what do I do now?” writes another.

What did Nationwide say?

At 6 p.m. on Tuesday, December 21, Nationwide’s official Twitter account released a statement that read, “We know some of our members are having trouble making and receiving payments faster today.

“This is due to a technical issue which we are trying to resolve as a matter of urgency. Payment issues are unwelcome at any time, but we know it’s particularly unwelcome this close to Christmas, and we’re sorry for the Caused embarrassment.

“If you’ve already sent money, you don’t have to do anything, it’s in a queue and will be processed as soon as possible.

Customers across the country could still withdraw cash from ATMs during the delay (Picture: Nathan Stirk/Getty Images)

“We can’t say for sure when this issue will be fixed, but until we do, you can continue to:

  • Transfer money between Nationwide accounts
  • Use your cards online and in stores
  • Log in to our Internet Banking and Banking application
  • Withdraw money from the ATM
  • Send money from your account(s) – but it won’t go through right away”

Has the problem been solved?

At 9 p.m. Tuesday, Nationwide announced that the issue had been resolved.

The bank tweeted: “Our Faster Payments issue has now been resolved and we are working to clear the queue.

“Thank you for your patience today and we’re sorry for any inconvenience this may have caused you.”

At 1:02 a.m., the bank offered its latest update, tweeting: “Our faster payments issue has been resolved and all delayed payments have now been processed.

“Thank you for your patience and we’re sorry for any inconvenience this may have caused you.”

Nationwide’s website also has a service status tool that indicates that its services are working normally.

Responding to customers on Twitter, Nationwide explained that “payments via BACS like salaries can be released to accounts between midnight and 6am”.

Will Nationwide reimburse customers affected by late payment fees?

For many customers, payment issues haven’t just affected the ability to purchase Christmas gifts – many have also been hit with late payment fees due to late payments.

The bank announced that the issues over late payments had been resolved (Picture: Shutterstock)

A Nationwide spokesperson said: “We apologize for the delays members have experienced in sending and receiving faster payments.

“We will also refund any Nationwide costs and fees incurred as a result of the issue.”

Customers who have been affected by charges or fees due to late payments are advised to contact the bank and proceed from there.

How can I complain?

If you have been affected by Nationwide’s late payments and wish to file a complaint, you can do so through Nationwide’s website.

The fastest way to file a complaint is through the Nationwide online chat, which you can find on the National website.

Alternatively, you can telephone Nationwide on 0800302015, with lines open between 8am and 6pm Monday to Friday, and between 9am and 12.30pm on Saturday.

You can also complain by mail. If you wish to write to Nationwide, include your name, address, account details, a contact number and an account of what happened and when.

The letter should be sent to:

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