[This is an open letter to Nationwide building society, from your customers, about your internet banking service]
Dear Nationwide,
Until recently, you were the only UK bank that ran an OFX service to automatically update the next-generation of online and desktop banking software. This support made you a firm favourite with smart UK bankers.
However, you’ve turned off this service because the most well-known software (Microsoft Money) has slowed to a halt.
But! do you realise that other web services, like Wesabe today and a host of others in the future, could continue to use this service?
And did you realise that many of your customers rely on this service so much that they joined you to use it, and will cancel because you no longer have an OFX facility?
Why?
Until 22 October, Nationwide, you were the only high street bank or building society that allowed us to automatically update money-management software and websites (like Microsoft Money and Wesabe). The type of people who use these facilities are generally smart and had a good chunk of money that they need help to look after.
Good, long term customers for a bank or building society I would think! They could also be your biggest fans and help you to get more customers.
So much so that new customers cancelled their accounts with competitors and joined Nationwide just to use this service. A real win for one of the smaller financial institutions.
Sadly, I don’t think you realise how far in the lead this put you and you have taken a massive step backwards by turning it off.
What we’d like
1. Nationwide – will you reconsider and turn on the OFX service again, after understanding that there are more ways to use the service?
2. UK banks – if Nationwide decide that it’s not important to provide this service, would you be willing to get involved and adopt a bunch of eager customers who understand the future of consumer banking?
Kind regards,
Nationwide customers
Here are some actual comments from Nationwide customers…
“It’s one of the few useful things they do as a bank”
“I don’t understand why they don’t just continue to offer the service but state in big bold letters that’s it’s completely unsupported. Or even if they turned it on for a customer if they ask for it but explain to them that it’s unsupported.”
“The banks have zero idea of what’s constitutes customer service these days.”
“Such a shame, this was one of the best features of Nationwide.”
“I’m seriously considering changing banks despite being with them since I was 16.”
“I don’t understand why a bank would do this. It is a giant step backwards.”
“…it saved me from changing banks twice this year.”
“I am a big fan of nationwide but this is just silly. Withdraw support or have it as an option you have to turn on but don’t just remove useful features.”
“I’ll post if I find a bank I think will be a good alternative.”
“This is just so annoying but typical of an arrogant UK bank.”
“I just signed-up for a Nationwide account in order to use the background services. obviously no point continuing that. (was will to transfer all saving and credit account from Lloyds after 10 with them.) Any other UK bank support background OFX?”
All comments were taken from customers in the Wesabe member discussion forum.
Nationwide customers – get involved!
If you’re a Nationwide customer or anyone who believes in web services like Wesabe then leave a comment, share on Facebook and hit ‘retweet’ using the buttons above.
If more people hear about the problems with Nationwide, they might realise what’s happened and replace the service. If not, other banks might hear what their future customers are asking for and improve their services to gain new customers.
Contact
If you want to send an email, reach us at enquiries@
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I was looking to change banks earlier this year and OFX was my primary requirement. I can’t believe it is so hard to find a bank that supports it. Banks would be smart not only to offer it but promote it as a feature.
I just received a reply from Nationwide, to my reply to their copy/paste canned “Microsoft Money has not been used since 2005″ response. They think so little of their customers they just copy/pasted the same text again.
Thanks for putting this together, I hope it helps them learn to listen to their customers instead of fobbing them off with crass, ignorant responses.
There is a serious gap in the market for a bank that is actually run to the benefit of its customers and not its bureaucracy.
I wholeheartedly agree with all of the above, its bloody annoying not having OFX.
No other bank that I use fails to provide an OFX file in one form or another.
This makes my ‘paper-less’ Nationwide credit card account virtually un-managable – or maybe thats the point.
I have already stopped using my Nationwide card and have obtained a HSBC credit card (with OFX support) as replacement.
Nationwide is meant to be a mutual society, run for its members.
Well now you have one less member to please.
I can’t believe that nationwide has stopped using OFX, that is a right royal pain to me. I used a python script that used OFX to download an OFX file that I could use with Gnucash. This makes management of my nationwide accounts much more difficult. Bah humbug.
It’s incredibly annoying that they’ve removed their support for OFX, it’s ridiculous that they are taking a step backwards and claiming that it’s Microsoft’s fault. It’s not as if OFX is a microsoft protocol, lots of services use it.
In addition, they don’t even offer a download format other than CSV, which many accounts packages wont import. When asked about this, they say that there are plenty of conversion utilities on the internet. Fantastic advice, download some random script off the internet and feed it by bank statements, it’s so dangerous that they are suggesting this to people.
The last good feature about my account to be removed!!
After interest from my savings accounts, and my fee-free use abroad this is another feature I used that’s been scrapped.
I for one found the convenience of the OFX download the main reason to stay with Nationwide. Don’t think I will now. There’s a big discussion of ways to get round it at http://forums.moneysavingexpert.com/showthread.html?t=1968735&goto=newpost
This has reduced banking security – I identified 2 recent fraudulent transactions on my account very quickly as I had MS Money running everytime I went on line. I’m now not able to review my account easily now due to the inconvenience of the log in process on the web!
It also is less environmentally friendly as anyone running accounting software would not require paper statements.
Well done that chinless wonder in Nationwide who makes these bonkers decisions to save a few pence on running the OFX server!
Their downloadable .CVS format is in the wrong format as only 4 columns are allowed by .OFX converters (merge the credit & debits columns to get it to work – big faff).
I encourage all of us to complain formally to Nationwide. We may not get full integration with MS Money, but at least push to allow .OFX download; Else move banks!
Try this number to complain on:
01793 697596
Senior Complaints Consultant
Nationwide Internet Services
I have just sent a complaint via their message system. Will they pay any attention?
I do not hold out much hope.
Update: In order to get .CVS to convert to .OFX using iCreateOFX you also need to change .CVS dates to dd/mm/yy format, remove the blank row 2 and all values to –ve (to register as debits)….super faff.
I have today sent a letter of complaint as follows:
*********
I can’t begin to tell you the trouble and inconvenience I am now experiencing from Nationwide failing to provide MS Money compatible statements.
Whilst I can understand that you find it difficult to support a product no longer provided by MS, we know that all Nationwide has to do is provide OFX files for both credit card and Flex Account statements alongside the current CSV files. As such these OFX statements could easily be imported. You could provide all the disclaimers you like on this basis as all you are doing is providing the OFX file and not supporting a particular piece of software.
You should be aware that there is a growing wave of unrest over this and a number of forums are springing up in anti-Nationwide feeling in respect of this matter.
Also, there are some very dubious sites offering CSV to OFX converters which are asking for credit card number details to work. Surely Nationwide should be doing all it can to act responsibly and to this end provide the OFX file downloads?
Listen to what your customers want and turn the service back on.
I am now looking at changing my bank account!
Nationwide’s withdrawal of support for MS Money is a major disappointment. It was the main factor behind my decision to bank with Nationwide in the first place.
Nationwide, PLEASE RECONSIDER.
I use MS Money to download my statements and am most disappointed in the Nationwide for withdrawing such a useful facility. Please reconsider and at least provide an OFX download facility initiated from online banking as an absolute minimum. I may have to reconsider my choice of banking!
Desperately disappointed. That was the one main reason to have our accounts with Nationwide. With so much choice and switching accounts so simple nowadays this seems crazy. Please at least let us manually download our statements in OFX form.
Hi all – can I urge you all to take this up with Nationwide direct through the secure messaging service inside the NW online banking web site AND by telephone asking to be put through to customer services or the online banking team.
If enough of us do it, hopefully they might listen and reinstate the ability for Money to automatically download transactions again.
Let’s try and get this sorted!
It’s very disappointing to see Nationwide give up support for OFX downloads. This is 2009 and yet it seems like the banking industry is going backwards in time. The only reason I have for sticking with nationwide now is that it seems pretty much all the banks are as bad as each other in terms of customer support.
Nationwide claim that this is due to Microsoft ending support for Money but we need to make them realise that many other programs use the OFX protocol and using those tools with Nationwide is now impossible.
Come on Nationwide, give some real customer service and sort this out, or lots of us will move our accounts!
I don’t blame Nationwide for the decision they have made, but I am very dissapointed that they chose not to warn people. Not forewarning customers of such a change would be unthinkable in the “Business to Business” world, and is wholly unnacceptable in the “Business to Consumer” world ie. us !!
I joined NW in the late 80’s solely because they were market leaders in internet banking concepts. No other reason.
What differentiates them now ?
I am so disappointed about Nationwide. As many others have said it was the thing that kept my main current account with them. I have had accounts with them for 20 years and although I have accounts with Smile and Egg I kept the main one with them because of the automatic downloads into Money.
I have been in contact with them directly and although have received replies there appears to be no hope for the future.
What particularly irritates me is that if banks were being responsible they would encourage customers (specially in current climate) to use programs such as Money to have a more accurate picture of where their money goes and so to avoid debt.
But of course…I forgot…banks make money out of people when they are overdrawn!
I shall now rely more on my Egg account as at least in their Money manager i can see all my accounts and link directly into them but I am berefet at losing the accounting features of Money. Apart from anything else it was really useful for reminding me how much I had given to nephews and nieces for birthday and Christmas presents!
After 20 happy years with Nationwide, I am now decidedly unhappy. Like many others, I can understand the withdrawal of support for MS Money but not the refusal to let us continue using (unsupported) the converter that allows statements to be downloaded and imported.
I have many accounts with Nationwide and love their online banking facilities, but I am dependent on the download function to manage my accounts and stay in control of my finances. Hence, this discontinuation is a significant blow and a major disappointment.
If other banks are prepared to leave the conversion facility “switched on” until the final death knell sounds for MS Money, I will have to consider moving my current and savings accounts elsewhere.
It is totally unbelievable that nationwide should decide to drop support for OFX. I have made my feelings about this clear to them (through secure messages) but do not believe I am getting anywhere beating myself about the whole thing. So I went looking for a good converter, seems iCreateOFX have picked up their game and now have Nationwide accounts supported. I would recommend it to anyone really looking for an alternative.
I have just appllied for a current account in another bank because of the loss of OFX support. Sory Nationwide but this is a deal breaker for me.
I have registered an official complaint with Nationwide about the manner in which they announced this change — a web page that is bypassed by every single Money user. I’ve also found a good csv/ofx converter: MT2OFX.exe.
If Nationwide will not reinstate the background banking facility then, as a first step, I will reinstate paper statements while I shop around for an alternative bank provider.
I have also complained to Nationwide about this issue….and received the usual response re. MS Money end of life. My approach is to just wait a while to see what develops before making the decision to move banks OR take up the use of the CSV/OFX converter. As a 20 year customer and ex-employee of Nationwide I do find this an un-typically short-sighted step by Nationwide.
As a Barclays user, I find the lack of support from all the major UK bank staggering! I used MS Money or Quicken for my financial reporting but both of these applications no are no longer supported in the UK Market.
The future of consumer banking is online. When are the UK banks going to realise this because clearly there is a gap in the market!
I recently opened up a dialog with Wesabe
(Case 90876 // 02 September 2009)
“I really enjoy using Wesabe, I would like to know if you have any development plans for integrating Wesabe with Barlcays UK for the automatic uploader?”
Wesabe Response:
“At this point we don’t have any short term plans to add Barclays UK to the Automatic uploader. One of the factors is that Barclays UK doesn’t offer ofx connections (aka direct connect) which is the primary way that the Automatic uploader accesses account information.”
Only stumbled upon this site yesterday whilst trying to find a way to get out of this mess that Nationwide have put me in. I have four Nationwide Accounts each with e-Savings and two Visa Credit Card accounts. My mortgage is (notionally – actually paid-up) also with Nationwide. I’m a long-time customer therefore!
I enquired through their secure messaging what had happened to the M$ Money download facility the week before last and got the standard replies reported on this page. I then set about trying to find an alternative way of doing my Personal Finances. Money has worked well for me for many years, I don’t really want to change – I’ve got so much legacy data in it, including investments etc. and here’s the rub (which no one else has mentioned) it works seemlessly (using OFX) with my NatWest accounts meaning I have all my money matters brought together in one place.
I realise I may have to move away from M$ Money some day (but I am keeping a Windows XP system going for a lot of legacy apps), but whilst the OFX download from the NatWest still is in place – why should I change my Personal Financial Software?
So Nationwide, I don’t need the close integration with M$ Money – what I want is just an OFX download (CSV is next to useless in a multi-account set-up, and life is just too short to cludge) – the same as the NatWest provides. Surely that’s not too much to ask?
[PS Unlike Mike Scott, I hadn't opted for paperless banking but I think that at the very least this should be part of the "campaign to re-instate OFX". Push the "green button".]
Please reinstate the OFX download Nationwide. We need a structured data format to download statement information. OFX is miles better than CSV. I use it with wesabe to track my finances.
I’ve had an online Nationwide account for many years and have never had a problem downloading OFX data until the service was turned off despite migrating through several OS and computer variants.
As far as I’m concerned this is is an appalling piece of customer service. They could have avoided a lot of similar unhappy customers by keeping the service running and explicitely stating that it is not supported. As a minimum I would have expected to have been advised of the change, after all Nationwide send me occasional e-mails informing me of AGMs etc and I’m sure they know who downloads OFX data.
I have always regarded Nationwide as more customer friendly but now my opinion is drastically changed because they removed the route for me to manage my personal finances without any notification or reasonable alternatives. I will be complaining and assessing other options.
I am a long time user (15+ years) of MSMoney and Nationwide. I found it invaluable to keep on top of my finances.
Shouldn’t the banks be encouraging and supporting online banking? They are happy for me to act as an unpaid teller. I cant believe it is that onerous a task to support the MSMoney file exchange format?
I have written to Nationwide to complain, and I encourage you all to do the same.
Another line-item on my ‘Why I hate UK Banks’, list…
I’m disappointed that Nationwide withdrew this service with only a months notice (and then hidden away on the site so many people didn’t see it until the service stopped working).
I’m also disappointed that Nationwide doesn’t value their own customers enough to spend a small amount of web development money adding either ofx or qif support to their website. Surely that’s the least they could have done to aid their customers make this transition. Nationwide are the only bank I’ve come across that don’t offer this service.
Nationwide has gone from market leader to market trailer with internet banking. They seem to be more interested in taking over other building societies than providing a quality service for their customers. There is little point in the Nationwide being mutual since they are no longer run for their members and offer very little benefits for having no shareholders.
Come on Nationwide – put this right!
I only just realised that MS Money was not updating. I have written a complaint using the Nationwide on-line form.
The MS Money service was a key real benefit, when I openned my accounts with Nationwide.
Can we pleased be kept updated on if / when Nationwide respond to the open letter.
@esmond – of course, and thanks for the encouragement! This week we’ve been busily spreading the news across the web to get more awareness. I’ve got some interesting news to share this weekend (not from Nationwide but involving another UK bank) so keep watching.
Just to mention that I have quickly hacked together a couple of scripts to convert the full statements to QIF files. These should work on Linux and Mac OS X.
http://blog.brewer.me.uk/2009/11/nationwide-statement-to-qif-format.html
I am not a programmer and this is the first time I have played around with AWK, so there is no guarentees, but I am using them and thought someone here might find them useful too.
I never realised this was the only bank that offered OFX support. we are really missing it now it is gone and, as a member of Wesabe, find the website pointless without the ability to automatically upload data from Nationwide
Another disgruntled Nationwide customer of 20 years. I agree with all the comments above and sincerely hope that Nationwide get the message and turn on the OFX facility. In the mean time can anyone tell me which csv/ofx converter will work with Microsoft money? I have just tried iCreate but just get error messages when I try to import the file. Failing that I will change banks.
Just to say that I have tried Ed Wilde’s Nationwide CSV to OFX converter and it seems to work very well with one small problem. Debits and credits in excess of 999.99 are not converted correctly. For example 1,470.00 is converted to 1.47.
If this problem could be fixed it would be a usable solution – but why a private individual should need to go to the trouble of providing a service for Nationwide customers beats me! Surely Nationwide should be offering the conversion as an option on their website. If Nationwide cannot work out how to do it perhaps they could ask Ed Wilde for advice!
As Nationwide members, we have one option open to us that nobody has mentioned. We have a vote. Maybe we should find a way to use it.
Yet another annoyed Nationwide customer. I switched to the Nationwide partly because of the integration into Money. And now it’s the only bank that I connect to that I can’t import at all. At least others offer QIF.
Firstly, Nationwide, Money is fine as it is – Microsoft don’t need to keep updating it (or even supporting it as long as it still installs on Windows). We are all still happily using it.
Secondly, the formats for downloaded are used by many other competitors, not just Money, which Nationwide seem not to understand.
I shall be changing bank soon unless Nationwide have a rethink.
update – the security implications of converting your bank files online, or even using uncertified software should be carefully considered. As such, I have found a good and clean desktop program that has been certified as free of spyware. Those interested can try it out from here: icreateofx.co.uk
@martin’s comment above:
Martin’s right that you should be careful about banking information.
Personally, I’ve been happy to use Ed’s online converter as the CSV files from Nationwide only contain the last 4 digits of the account number, and contain no personally identifiable information (CSV file downloads only contain date, transaction name, value, and balance). But your data is your own, and if you are concerned about personal information then use a desktop program.
Phil
Bitterley disapointed with Nationwide for pulling the plug on MS Money. I thought it was a probelm on my PC and spent at least 3 hrs trying to debug it.
Have just tried the MT20FX ver 3.4.28 and it works great on Nationwide VISA, Ther was a problem on Nationwide CC where it reported an error stating that all Nationwide CC began with 44395, this is incorrect as they all begin with 44935! I changed the script and all was then OK.
MT20FX is a great converter and I would thoroughly recocmend it and say “up yours” Nationwide.
I spent hours of endless fun, not , trying to work out what was wrong with Money and Nationwide . I have had problem before so thought it was Money , I reinstalled , removed , checked settings etc. Still it would not download statements, then by accident I found the statement by Nationwide . Appaling customer service, why did they not sent out a letter or email saying this was going to happen, doh. I now, following advice on the web, have downloaded MT20FX and it works ok . Backward Step or what , Nationwide provided Money , so have some responsibilty to give their customers support in respect of providing a OFX file .
Life is too short to mess about with OFX converters and why should we? OFX download is a reasonable request to a Bank that used to lead the way with support for personal finance. If there is no sign this is coming by year-end, my New Years resolution is to take my business elsewhere.
argghhhh….
I have complained directly to them – but what I hate even more is their canned response saying “we may consider adding support for ofx download”.. what a loada …
it’s obvious they dont’ care and just move/change around by fiat.. who’s to say they won’t rip out something else on a whim.. I’m not hanging around to find out.. account to close b4 year is out…
Loved the one click to update my accounts… ohwell …
Like everyone else, have wasted my time complaining about the lack of an alternative .OFX file and getting the stock cut and paste reply.
Have moved my current account and credit card to another bank – direct ofx was the only thing that kept me at Nationwide. Very sad.