Nationwide customers have been warned over a seven-day delay in getting their money. The building society, which is the UK’s biggest, has issued a warning to bank account holders and customers after a discussion with a social media user on X this week.
A Twitter/X user asked: “@AskNationwide why does it take so many days to get money back when a @Deliveroo payment fails on an order. I’ve occasions over Xmas where shops turned down items ordered via @Deliveroo – up to 30 pounds now hanging there waiting to return to my account. What if I needed it?”
Nationwide replied: “Hi Ashley, thanks for your message, when a card payment is put through, the merchant has up to 7 days to take the payment which is why this can remain pending for the stated timeframe, if the merchant cancels it earlier at their end, this can be resolved quicker, thanks Mai”
READ MORE Octopus issues £900 warning to anyone who is a customer with them
“Well it’s not acceptable in 2025. Get it sorted. What if I needed that money? Plenty of people will be in dire straits due to this. It has to stop. Can you give me any indication as to when it will return? This should not be a difficult question in a world ruled by technology,” the Twitter/X user wrote back.
Nationwide said: “Hi Ashley, this will take up to 7 days from the date of payment, unless the merchant cancels the payment their end then it could be sooner. Taylor.” The customer said: “The merchant has cancelled the payment as it was a Deliveroo order in which they didn’t have the goods. They say it’s down to the banks. So how long ? I need the money. This is an issue which should be raised in parliament. Must impact a lot of people”
“If the company can’t return it sooner their end, the payment will return automatically around midnight on the 7th day. We can check the exact date by starting a chat with us on the banking app, Internet Bank or by visiting,” Nationwide then said.
“Ok I’ll be in touch but is this your issue or theirs? They say it’s yours. Also 7 days is pretty ridiculous. A scandal in 2025 when you all expect your money Straight away,” Ashley fumed. “Still doesn’t make it right. Banks and companies play games with ‘our’ money – and no doubt claim interest in the meantime. Problem with this is we’re dealing not just with Deliveroo but also the retailers selling the goods as well. No one takes responsibility.”