Nationwide issues ‘end of the month’ update over new details going out to customers

A customer reported seeing a change to their online account details

Nationwide Building Society has explained its policies following a question from a puzzled member. The customer had noticed an apparent inconsistency when checking their account details online.

The member reached out to the provider via social media, initially querying when the society dispatches new bank cards when an old one is soon to expire. In response, Nationwide directed them to information on the society’s website regarding debit cards. The person went on to say they had spotted a discrepancy while accessing their account online. They said: “The new card is on my account but the physical card hasn’t arrived.”

Nationwide responded to clarify the reason for this seeming inconsistency. The provider explained: “This is because the new card has been generated, and will be with you at your registered address before the end of the month which is when the current one will expire.”

When does Nationwide send out new bank cards?

The information page that Nationwide referred the customer to states: “We’ll send you a new card about three weeks before your current card expires. You can use this new card as soon as you’ve received it. We suggest destroying your old card.”

Several other customers chimed in on the conversation, sharing their experiences of receiving a new card from Nationwide. One person said that their new card arrived approximately three weeks prior to the expiry date of their previous one.

Another person reported receiving their replacement card in the post fewer than 14 days before expiry. Members might need to get in touch with Nationwide if their existing card hasn’t been used recently.

The guidance states: “We won’t automatically send you a new card if you haven’t used your card in the last six months. You’ll have to request a new card by giving us a call.”

A senior representative from Nationwide recently spoke to an MP committee about their efforts to get people into saving more. Stephen Noakes, head of retail at Nationwide, said: “Even a small buffer makes a big difference to their resilience. It is critical to start developing that savings behaviour.”

He spoke about Nationwide’s Flex Regular Savers, which offer a rate of 6.5 per cent. You can pay up to £200 a month into this account.

Regular savers are accounts designed so you can deposit regular amounts, up to a certain amount each month, with your deposits enjoying a relatively high interest rate. Consumer advocate Martin Lewis recently spoke about the benefits of regular savers.

You can currently get rates of 7 per cent or more with some of the top-paying accounts. The leading regular saver account is with Principality Building Society, which pays 7.5 per cent.