Nationwide Building Society has clarified its rules after a query from a confused customer. The member had a question about a seeming mismatch when looking at their details online.

The customer contacted the provider over social media, asking initially when the group sends out new bank cards when an old one is expiring. In response, Nationwide directed them to guidance on the group’s website about debit cards.

The person went on to explain they had noted a discrepancy when viewing their account online. They said: “The new card is on my account but the physical card hasn’t arrived.”

Nationwide responded to explain the reason for this mismatch. The provider said: “This is because the new card has been generated, and will be with you at your registered address before the end of the month which is when the current one will expire.”

The information page that Nationwide referred the customer to explains: “We’ll send you a new card about three weeks before your current card expires. You can use this new card as soon as you’ve received it. We suggest destroying your old card.”

Nationwide customers share their experiences

Some other customers responded to the exchange, sharing their experiences of being issued a new card by Nationwide. One person said their new card arrived around three weeks before their previous one expired.

Another person said their card arrived in the post less than two weeks before their card was due to expire. Customers may need to contact Nationwide if they haven’t used their existing card for a while.

The online guidance states: “We won’t automatically send you a new card if you haven’t used your card in the last six months. You’ll have to request a new card by giving us a call.”

It makes a big difference

A senior official from Nationwide recently spoke to MPs about their work to get people into saving more. Stephen Noakes, head of retail at Nationwide, said: “Even a small buffer makes a big difference to their resilience. It is critical to start developing that savings behaviour.”

He mentioned the Flex Regular Saver which Nationwide provides, which pays a relatively high 6.5 percent. You can deposit up to £200 a month into this account.

Regular savers are accounts where you are encouraged to pay in regular amounts, as you can get put in up to a certain amount each month, with your funds enjoying a relatively high interest rate.

Financial journalist Martin Lewis recently spoke about the benefits of regular savers. You can currently get rates of 7 percent or more with several of these accounts. The top-paying account is with Principality Building Society, which pays 7.5 percent.