Customers of Nationwide, particularly those with direct debits, are being warned about scam emails that impersonate the bank. The consumer group Which? has issued an alert about an email that falsely claims a monthly direct debit payment has been set up on the recipient's account for a dental practice.
Scam email mimics Nationwide design
According to Which?, the email instructs recipients to click on a malicious link if they do not recognise the payment, leading to a fraudulent website designed to steal personal details. The email mimics genuine Nationwide correspondence in font and design, claiming that 'a new Direct Debit has successfully been set up' and providing payment details to a dental practice for hundreds of pounds, along with a 'monthly instalment first payment date' a couple of days after receipt.
Norfolk Trading Standards has also included a warning about the email in its latest consumer alerts. The alerts state: "We are warning residents about emails circulating claiming to be from Nationwide."
How to protect yourself
Customers are being told that these emails are not from Nationwide and are designed to panic recipients into thinking large payments are about to leave their accounts. Experts advise being wary of claims in unexpected emails and never using contact information, clicking on links, or opening attachments from such sources.
If you are concerned about your bank account's safety, contact your bank directly using the customer service number on your card, a recent statement, or the official website or app. Avoid using any details provided in the email or from a cold call. Suspicious emails can be reported by forwarding them to report@phishing.gov.uk, or scams can be reported via the Citizens Advice consumer helpline on freephone 0808 223 1133.
Nationwide's Scam Protection Promise
Nationwide's website has a page dedicated to helping customers avoid scams. It states: "If you call us or come into branch, we’ll ask you about the payment, check the details and tell you if we’re worried it’s a scam. Unless we told you not to make the payment, we’ll give you back every penny if it turns out to be a scam. This is our Scam Protection Promise. Just call us any time on 0800 030 40 57 or come into your local branch."
The payments covered by Nationwide's Promise are Faster Payments, CHAPS payments, and electronic payments between Nationwide accounts. It does not cover cash withdrawals, cheques, card payments, or overseas payments through SWIFT and SEPA.
The bank advises: "You should always listen to your instincts – you know if something doesn’t feel right. Stay in control – don’t panic and make a decision you’ll regret. Be prepared to say no – if you’re at all unsure about something you’ve been asked to do, stop and contact us or the organisation directly."
