Nationwide Building Society has clarified its policies on refunds when a customer has received a replacement card. The clarification came after a member asked via social media whether a refund for a purchase made with an old card would still be processed.
The building society responded: '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.'
Nationwide's website also provides guidance on disputing transactions. It advises customers to first contact the retailer, as they may resolve the issue more quickly. Customers should keep records of all correspondence and check if the transaction appears as pending in their app or online banking.
For debit card transactions, disputes can only be raised once the payment has fully processed. For credit card purchases, customers may be able to make a Section 75 claim under the Consumer Credit Act 1974 if Nationwide cannot recover the funds via a Visa dispute.
The building society also notes that if a recurring card payment is taken after cancellation, customers are entitled to a refund. They should note the cancellation date and any subsequent transactions before contacting Nationwide for assistance.
