Nationwide Building Society has released a statement addressing extra verification checks on certain transactions, following a wave of complaints from customers who encountered problems when attempting to make payments.
Customer Complaints on Social Media
Numerous members took to social media to flag the issue, reporting unexpected additional checks when processing payments. The problem appeared to affect many customers on Friday, 1 May. One customer explained that a regular monthly payment to an existing payee prompted a request to use a card reader for authorisation. They questioned: 'It never asks me to use a card reader for existing payee. I have never had a card reader. What is going on? Is this a temporary glitch?'
Another member sought assistance after difficulties receiving a payment from their former husband. They noted that their ex-partner had sent similar payments 'many times before' but was now required to call with a reference number to verify the transfer.
Frustration Among Customers
A further customer expressed annoyance at being required to use a card reader, telling Nationwide: 'Do you think everyone goes about their day with a Nationwide card reader in their back pocket just in case? Utterly shambolic company.'
Nationwide's Response
In response to several social media complaints, Nationwide stated: 'You may be asked to provide additional approval for outbound faster payments at the moment (even if you're sending money to someone you have transacted with before).'
A Nationwide spokesperson added: 'For a period of time on Friday [May 1], some customers were asked to provide additional approval when making outbound faster payments, such as using fingerprint or face recognition or a card reader. The Nationwide app and our internet bank continued to work normally throughout. Customers can see all completed payments by logging into either and viewing their statements. If a customer has an issue making a payment they can contact us by phone or visit their local branch.'
Faster payments are transactions processed via the Faster Payments Service. Information on the Nationwide website clarifies: 'This includes most single payments you send online (through our app, internet bank or open banking) or in branch, whether immediately or in the future. It also includes if you send money to another account you have with another provider.'
Fairer Share Bonus Payments
Nationwide members may also be interested in potential bonus payments through the Fairer Share scheme, which distributes profits to loyal members. Three payments have been made over the past three years, each of £100 to millions of members. To qualify last year, customers needed a qualifying current account plus either a savings account or a mortgage with the group.
When asked about a possible 2026 payment, a Nationwide spokesperson said: 'Nationwide's Board will decide on a Fairer Share payment for 2026 and it will depend on our financial performance. That assessment will be made after our financial year end, with the eligibility criteria for this year being agreed then too. The decision will be announced as part of our full year results in May.'
