A Nationwide customer was left stunned after the building society mistakenly took £763 from his account to pay someone else's mortgage. Adrian Froggatt, 36, an operations manager from an undisclosed location, discovered the error in May this year, despite not having a mortgage with Nationwide.
Froggatt, who had been a customer for eight years, reported the incident and was told a mortgage broker had incorrectly entered payment details, causing the money to be taken from the wrong account. The error pushed him into his overdraft, though he said it did not cause significant financial distress. Nationwide refunded the £763, but days later, a £500 payment was deposited into his account, which he was told was compensation.
Months later, Nationwide contacted Froggatt again, stating the £500 was actually cashback owed on the mortgage that had been mistakenly paid to him, and demanded repayment. After he complained, a customer service agent apologised and offered an additional £50 compensation on top of the £150 already given. Froggatt expressed concern over how such an error could occur, saying he had 'lost all faith' in the bank.
A Nationwide spokesperson apologised for the error by a mortgage broker and the confusion over the cashback. Initially, the bank said it would reclaim the £500, but after being contacted by the media, it told Froggatt it would no longer pursue the money. He said he was 'delighted' with the outcome.
