As part of our commitment to reduce card fraud, we may use automated calling technology to alert our members of potentially fraudulent activity. This allows our members to confirm whether the identified transactions are genuine by using the telephone keypad, or by speaking to a member of our customer service teams if they suspect fraud.
Please note: this page only relates to your FlexAccount debit card - if you have a question about your credit card please call us on 08457 99 88 99.
To find out more take a look at our frequently asked questions below, and to listen to an audio example of the call you would receive:
- What is Automated Customer Contact?
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Nationwide is introducing a new automated telephone system which will call some customers and allow them to confirm whether suspected fraudulent transactions on their FlexAccount or Savings cards are genuine via their telephone key pad.
- Why are we using this service?
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As part of our ongoing commitment to reduce card fraud, we are introducing a new method of contact with some of our customers on whose account we have identified a potentially fraudulent transaction and have blocked their card.
If the transactions are genuine it will allow you to unblock your card immediately and you will be able to continue using your card. If you do not recognise the transactions then you will be connected to one of our consultants to discuss them further.
- What number will you call me from?
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The telephone number used to call you is 0845 401 9133.
- Which of my telephone numbers will you call me on?
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We will call you on your home number, personal mobile and other mobile. We will not call other landline numbers such as a work phone.
- How and when will you call me?
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You will be called up to 4 times on your home number, personal mobile and other mobile between 0800 & 1945. We will not call other landline numbers such as a work phone.
The first call attempt is likely to be within minutes of the transaction taking place.
- What will I hear?
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Once you have passed verification, you will hear a short list of transactions and will be asked to confirm whether you have made those transactions.
If you did not make the transactions, then you will have the option to be transferred to a consultant to discuss this further.
- How many transactions will be read out to me?
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Up to a maximum of 6 suspected fraudulent transactions.
- What happens if I miss the call?
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You will be left a voicemail only once on your home number, personal mobile and other mobile.
When you call back, you will be taken through to the automated telephone system. The number you will be called from is 0845 401 9133.
- How can I check the call is from Nationwide?
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You can speak to your local Branch or contact the Customer Call centre on 08457 302012.
- What number will I be asked to call back on?
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0845 401 9133 from the UK.
01793 659928 from abroad.
- How much will it cost me to call back?
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Standard mobile network charges and landline charges will apply.
- Will I be able to call the automated service at anytime?
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Yes, you will be able to call the automated system 24 hours a day, but we will only contact you between 08:00 and 19:45 in order to comply with OFCOM regulations.
- What happens to my card if I don't call back?
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Your card will continue to be blocked and you will receive a letter from us asking you to call the automated contact number.
- What information will I be asked to provide?
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To reassure you that the call is genuine, you won't be asked to give any account numbers or PIN. The only personal information you will be asked for is your date of birth. This will be asked for by giving you a choice of birth years for you to select from, then you will be asked to enter the birth month or birth day.
- What if I am unable to answer all the questions?
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If you can't answer all the questions you will be transferred to a consultant.
- What if I want to talk to a Consultant?
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Once you have been validated and have listened to the transactions, you will have the option to be transferred to a consultant if you did not make them or wish to discuss them further.
- What will happen if a consultant is not available to speak to?
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If we are unable to connect you to a consultant we will call you back when someone becomes available. If this is outside of our business hours we will call you back the next working day.
- What happens if someone else answers my phone?
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The automated voice clearly tells whoever answers the phone that if they are not the customer, they should not continue with the call. They are given the option to pass the phone to the customer, enter an alternate number for the customer, tell us that the number is no longer valid for the customer, or allow the system to leave a voice message.
- What if I don't want to receive this call again?
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As part of our commitment to combat fraud we are using an automated system as it is the quickest way to contact you with the least inconvenience.
- What if my telephone numbers need to be updated?
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You can log in to the Online Bank and update "My details" or alternatively visit your local branch as a signature is required. We are unable to accept these changes over the phone in order to protect you from impersonation.
- What transactions will be included?
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We may include transactions that have been carried out on FlexAccount and Savings cards either on the internet, at point of sale or an ATM withdrawal.
- How soon after the card is unblocked can I resume using the card?
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You can resume using your card within minutes of you confirming that the transactions read to you by the automated system were genuine.
If your transaction was declined you will need to re-do the transaction.
- If I have just unblocked my card will you call me again if there is another suspected fraudulent transaction?
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Yes, we will call you again if another suspected fraudulent transaction occurs after your card is unblocked.
- You used to send a letter. Will you still send a letter?
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a) We will send you a letter if we do not hold any contact details or we are unable to contact you through the automated system.
b) If you have not replied to a message left from the automated system within 24 hours, a letter will be sent to you asking you to call the automated contact number.
c) We will send you a letter if that specific transaction is not covered by our Automated Customer Contact system.