Nationwide has broken its silence after bank accounts “disappeared” for customers today. Twitter/X users led the criticism on social media as they frantically got in touch with the building society over their accounts vanishing before their eyes.
Replying to one query from a concerned member on social media this week, Nationwide said: “Hi there, thank you for your message. Accounts were temporarily not visible online, however this has now been resolved. Emm.”
It came after a customer reached out this week and asked: “My mortgage account has disappeared from my online banking and banking app. It was there about an hour ago. Went to check something again and it’s now gone. No trace of it.
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They followed up asking the building society what was causing the problem, querying: “Is there a glitch or is Nationwide doing some kind of update?” If you have a mortgage with Nationwide, you can check your mortgage account in Mortgage Manager through the banking app or Internet bank.
“If you need to make changes, and you don’t need our advice, you can make changes to your mortgage yourself,” the financial provider added. “Check your account details and apply to make changes to your mortgage.
“When making any changes, make sure you are comfortable with any changes you make yourself. If you need advice on making any changes, please call us to speak to one of our mortgage advisers.” Y ou cannot make changes in Mortgage Manager if you have a mortgage for over 55s or have an Early Repayment Charge if you’re switching to a new deal.
You also can’t use it if you “need our advice to make any changes”, the building society goes on to warn customers. “If you can’t find what you’re looking for in Mortgage Manager, our other pages on making changes could help,” it adds.