Nationwide has explained when it will block a customer's account(Image: Getty)
Nationwide Building Society has clarified its policies regarding when it will block a customer's account. This comes after a member raised concerns about some messages they had received about their account.
The person initially reached out to Nationwide via social media on March 23 after receiving text messages they wanted to verify were legitimate. They provided screenshots of their mobile phone displaying the messages. One message, which the customer said appeared to be from 'Nationwide', stated: "To keep your money safe and tell you about changes, we need to have your correct address. A letter we sent you was returned, so confirm your address by 27th March or we may block your account. Use the Internet Bank or Banking app or go to branch."
What seems to be a follow-up text said: "We sent an SMS to say a letter to you had been returned, so we need to confirm your address to avoid your account being blocked. A block means that your cards and Telephone Banking will stop working and your Accounts will disappear from your Internet Bank and Mobile App."
The remainder of the message appears to direct the customer to use internet banking or to visit a branch by March 30 to prevent their account being suspended, although this instruction is partially obscured in the screenshot. Responding to the customer's query, Nationwide said they had sent a direct message to the person about the matter.
Nationwide was asked if the messages originated from them and to clarify their procedures regarding blocking a person's account if they fail to supply their details. A spokesperson explained: "If we spot something that doesn't look right, for example if post is returned, we'll proactively get in touch with customers to confirm their new address or other details.
"If we still don't hear back, we'll let them know their account may be temporarily blocked for their own protection, but as soon as we hear from the customer this would be updated." The building society also offered some tips if you are unsure about a message you have received claiming to be from Nationwide.
The mutual said: "If a customer ever receives a message they're unsure about, they can call us, visit a branch, or use our new Call Checker feature to confirm they're speaking with Nationwide. And for everyday banking, they can also rely on our app's biometric and selfie authentication to keep things simple and secure."
For those concerned they may have been targeted by fraudsters, Nationwide has a commitment to fully reimburse customers if the organisation did not flag up the the transaction. Information on the Nationwide website explains: "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. It's our way of supporting you when you need us. We may make changes to our Promise or withdraw it.
"If we do, we'll let you know in our branches and on our website. We'll try and provide 'reasonable notice' before we change anything or withdraw our Promise."
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