[access-uk] Re: The nationwide website
- From: "Adrien Collins" <adriencollins22160@xxxxxxxxxxxxxx>
- To: <access-uk@xxxxxxxxxxxxx>
- Date: Thu, 26 Apr 2012 22:56:40 +0200
HI Andy
I will admit that some of their call centre staff have no
idea regarding disability awareness, a couple of years ago,
I wanted instructions in how to use my card reader in an
accessible format, I was passed on to 7 different
departments before I got somewhere. They used to have a lady
who specialises in disability issues but she isn't there any
longer. I try and explain to them that I often use webbie to
access their website but they have no idea about these
things or screen readers. It is a shame as it is a very good
bank on the whole. Their new website is very tricky to use,
it's ok once you find your way around but they seem to be
changing it frequently to up-date it.
Regards
Adrien
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx
[mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of ANDY COLLINS
Sent: 26 April 2012 09:20 PM
To: access-uk@xxxxxxxxxxxxx
Subject: [access-uk] Re: The nationwide website
Hi Adrian -
I ran in to difficulty on their website when applying for a
savings account.
They use Captcha codes, and have an audio alternative for
screen reader
users, but unfortunately, the link didn't work, no audio got
played. I
emailed them, and found the customer service very poor! They
repeatedly
asked me the "exact" nature of the problem, which screen
reader I was using,
and what was the exact nature of the issue. Each time I
clearly indicated
what was wrong, but all they did was to pass me to another
person or
department, who asked me the exact same questions. when
eventually I said
that I may well choose to decide to let the DDA know of my
experience, I got
some action, and one of their execs rang me. all this went
on over a couple
of months, by which time I'd opened an account elsewhere.
The captcha thing
now works, or did last time I took a look to see. Not my
favourite website,
or company! -
Andy
----- Original Message -----
From: "Adrien Collins" <adriencollins22160@xxxxxxxxxxxxxx>
To: "'access uk'" <access-uk@xxxxxxxxxxxxx>
Sent: Thursday, April 26, 2012 7:52 PM
Subject: [access-uk] The nationwide website
> Hi
>
> I use nationwide for my banking, this evening I tried to
set
> up a new regular payment and found the website for a
> screenreader user especially the part with the regular
> payments very hard to use, I had to get sighted
assistance,
> am I the only person who struggles with this website, it
was
> ok before they changed it last year.
>
> Regards
>
> Adrien
>
>
>
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