Automated customer text alerts and voice calls

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. 

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• tell us that the number is no longer valid for the customer, or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. 

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.

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

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

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

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

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

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

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.