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I've had a Nationwide account since they were Nationwide Anglia back in the 80s so have seen all sides of this organization. Until around 10 years ago they seemed to be very good, a little incompetent at times, but usually willing to make amends. In the last few years or so things have gone downhill in a big way. Seemingly random and un-predictable charges seem to be being added to transactions and I've even had charges applied to charges!
This came to a head for me out of the blue last year, when I got letter dated Christmas day (!) which I received in January, telling me my overdraft was being recalled! No reason was given and there had been no change in my circumstances in 10 years, but having just used the overdraft for what I believed was it's purpose, to pay for christmas, I was facing having all my January direct debits bounce (some had already incurring penalty fees from utility companies etc and potentially dmaging my credit rating), no money for food or fuel and no time to pay in or transfer any money to cover this! In the end I was able to negotiate a reducing overdraft, however this was a very one sided call and frankly left me disgusted with the way I was treated. My suspicion is that they may be trying to "cherry pick" the more profitable customers. After over 20 years as a customer I'm now looking elsewhere as I now don't feel they're a company I can trust.