Nationwide Building Society has issued an update on when refunds will be credited to customer accounts, clarifying its policies after a member sought guidance on receiving money back.
Replacement card refund query
A customer reached out to Nationwide via social media, explaining they had made a card purchase several weeks earlier and were expecting a refund. Their question was: "Since the original purchase I have a replacement card - will my refund still work?" Nationwide replied: "This should still be applied through Visa. However, if it's not with you within the timeframe the company provide for their refund process, you can get in touch with them directly to confirm the card details."
How to challenge a transaction
Nationwide's website explains how to dispute a transaction. Guidance states: "If something goes wrong with a purchase you've made, you may be entitled to a refund." Customers are advised to first contact the retailer, as they may resolve the issue more quickly. Keep records of all correspondence and check if the transaction appears as pending in the app or online banking. While pending debit card transactions can be contested, credit card payments must be fully processed before a dispute can be raised.
Visa disputes and Section 75 claims
You can lodge a Visa dispute to recover an amount from a retailer if the purchase was made using a Visa debit or credit card. If Nationwide cannot retrieve the funds this way, you may be eligible for a Section 75 claim under the Consumer Credit Act 1974, which holds credit card providers jointly responsible with the retailer for any breach of contract.
Incorrect payments
If a payment is incorrect, contact the recipient to resolve it. For recurring card payments deducted after cancellation, Nationwide states "you're due a refund." Note the cancellation date and any subsequent transactions, then contact Nationwide for assistance.
