Automated customer contact

As part of our commitment to prevent fraud, if we spot an unusual transaction a block may be placed on your card. We will then contact you using our automated service to confirm if the transaction(s) are genuine. This is a quick and easy way to either confirm fraud or remove the block from your card.

There are two ways in which our automated service may contact you:

  • Text alert
  • Voice call

About automated text alerts

You will receive a text alert asking you to confirm whether a recent transaction is yours. If this is your transaction, you can respond back to the text to confirm.

If you confirm the transaction is yours, you will receive a confirmation text from Nationwide and the block will be removed from your card. The transaction may need to be attempted again.

If you are unsure if the transaction was yours or you did not make the transaction, you will be asked to call us and speak to a consultant.

If you send an invalid response, you will receive a text back and have the opportunity to send a valid response. 

Automated text number

We'll use the following numbers to text you:


  • Current Account: 07860 03 52 81
  • Credit card: 07860 03 52 80

What number can I call if I want to speak to someone? - This link is used to show and hide related content.

If you have a current account or savings account, you can visit a branch or contact us on 08457 30 20 12 and speak to an advisor.

If you have a credit card, please contact our Credit Card Services on 08457 99 88 99.


What happens if I don’t see the text alert straight away? - This link is used to show and hide related content.

You can respond to the text alert at any point.

How much will it cost me to text back? - This link is used to show and hide related content.

The standard mobile network charges apply.

Will I be able to text back at any time? - This link is used to show and hide related content.

Yes, you will be able to text back 24 hours a day, seven days a week.

About automated voice calls

You will receive a voice call from our automated system and be asked to identify if you are the account holder. To confirm your identity, the automated service will provide a choice of birth years for you to select from and then you will be asked to enter your birth month or birth day.

If you cannot answer the questions, you will be transferred to a Consultant.

You will not be asked for your account number or PIN.


  • If you are the account holder, you will be asked to confirm whether recent transaction(s) are yours using your telephone keypad.
  • If you confirm the transaction(s) are yours, the block will be removed from your account. The transaction(s) may need to be attempted again.
  • If you are unsure if the transaction(s) are yours or you did not make the transaction(s), you have the option to be transferred to a Nationwide Consultant. 

Listen to an example call

Lady on mobile phone

What's the number will you call me from? - This link is used to show and hide related content.

We will call you from:

  • Current Account and Savings - 08454 01 91 33
  • Credit Card - 08453 51 22 55


What happens if I miss the voice call? - This link is used to show and hide related content.

We will leave you a voicemail and ask you to call us back

When you call back, you will be taken through to the automated voice service where you can confirm if the transaction was yours. 

What number will I be asked to call back on? - This link is used to show and hide related content.

You will be asked to call back on:

 Current Account

  • 08454 01 91 33 (UK) 
  • +44 1793 65 99 28 (abroad)

Credit Card 


  • 08453 51 22 55 (UK) 
  • +44 2476 43 89 96 (abroad)

What happens if a consultant is not available to speak to? - This link is used to show and hide related content.

If we can’t transfer you to a consultant we will call you back when someone is available. If this is outside working hours we will call you back the next working day.

How much will it cost me to call back? - This link is used to show and hide related content.

The standard network charges apply.

Will I be able to call the automated service at anytime? - This link is used to show and hide related content.

Yes, you will be able to call the automated service 24 hours a day, seven days a week.

What happens if someone else answers my phone? - This link is used to show and hide related content.

The automated service clearly says; if you’re not the customer do not continue with the call. The person answering the phone will then have the option to:

  • pass the phone to the customer
  • enter an alternative number for the customer
  • tell us that the number is no longer valid for the customer, or
  • allow the automated service to leave a voice message. 

FAQs about automated customer contact

Why are you using an automated service? - This link is used to show and hide related content.

As part of our ongoing commitment to reduce card fraud, the automated service is the quickest way for us to contact you where we have identified a potentially fraudulent transaction and may have blocked your card.

If the transactions are genuine it will allow you to unblock your card immediately. If you do not recognise the transactions(s), you can talk to a consultant to discuss them further.

How can I check the contact is from Nationwide? - This link is used to show and hide related content.

If you have a current account or savings account, you can visit a branch or contact us on 08457 30 20 12 and speak to an advisor.

What happens to my card if I don't call back? - This link is used to show and hide related content.

Your card will continue to be blocked and you will receive a letter from us asking you to call the automated contact number.

What if my telephone numbers need to be updated? - This link is used to show and hide related content.

You can update your details online if you're registered for our Internet Bank or you can visit us in branch.

What transactions will be included? - This link is used to show and hide related content.

We may include transactions from your current accout, credit card or savings accounts cards which have been used on the internet, over the phone, in shops or to make an ATM withdrawal.

If I unblock my card, when can I start using it? - This link is used to show and hide related content.

You card can be used within minutes of your confirming the transactions read to you by the automated service are genuine.

If your transactions was declined you will need to re-do the transaction.

If I have just unblocked my card will you call me again if you suspect fraud? - This link is used to show and hide related content.

Yes, we will text or call you again if another suspected fraudulent transaction occurs after your card is unblocked.

Will you send me a letter? - This link is used to show and hide related content.

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
  • you have not replied to a contact from Nationwide. You'll be sent a letter asking you to contact Nationwide.