Nationwide Building Society has addressed customer concerns regarding rules around card payments being processed. The clarification came following a complaint from a customer who experienced a delay in funds being returned after an unsuccessful Deliveroo order.
The customer voiced their frustration, stating: “Why does it take so many days to get money back when a Deliveroo payment fails on an order?” They highlighted repeated incidents during the festive season, and that they had “up to £30 now hanging there waiting to return to my account. What if I needed it?”
Nationwide explained in response: “When a card payment is put through, the merchant has up to seven days to take the payment which is why this can remain pending for the stated timeframe.” They indicated that if the merchant cancelled the transaction, this could result in the funds being returned sooner.
Despite this, the customer criticised this procedure as “not acceptable in 2025”. They warned of the potential financial difficulties it could cause: “Plenty of people will be in dire straits due to this. It has to stop”.
The individual pressed on seeking a clear answer about when their funds would be reinstated, asking: “Can you give me any indication as to when it will return? This should not be a difficult question in a world ruled by technology.” They followed up the matter two days later, as their money had still not been credited back.
Nationwide reiterated its stance on how the process works, stating it could take “up to seven days from the date of payment” unless the merchant steps in to cancel the transaction before then. The person further voiced their aggravation: “I need the money.
“This is an issue which should be raised in Parliament. Must impact a lot of people.” To address this concern, Nationwide assured that the reimbursement process occurs “automatically around midnight on the seventh day” if not expedited by the merchant.
They further prompted the customer to check the expected return date via the banking app, internet bank, or straight through the Nationwide website. The long wait was branded “pretty ridiculous” by the customer who noted the irony that banks and building societies demand immediate payment processing.
Nationwide clarified that it is “normal” for payments to be pending for up to seven days during the processing period. They added: “A payment will only show as pending if it was approved our end, so it does sound like there will have been an issue with the company if they’re unable to claim this. We can check your account specifically using our online chat options.”