Nationwide Building Society has clarified its rules on when it will issue new details to customers. The update came after a customer contacted the group, as they were surprised to be issued a new customer number.

The person contacted the mutual over social media as they had just opened a joint account with a friend and wanted to know when their new account would show in the mobile app. Nationwide said in response: “It can take a few days for your new account to show alongside your other account.”

The customer messaged Nationwide the next day to say they had been sent an email. They were surprised that Nationwide had generated a new customer number for them and asked why Nationwide had done this. The provider replied to say they would send the person a direct message about the matter.

Nationwide was asked to explain when it will issue new customer numbers. The group said there are two cases where you could be issued a new customer number.

The mutual explained: “We would provide a new customer number to someone if they were new to Nationwide or their details didn’t match with the information we already held for them. This could be because they haven’t updated their details with us.”

With regard to joint accounts, the group said: “Joint accounts might require a new customer number if they are the second applicant applying or, again, the information provided doesn’t match our records.” Nationwide said that being issued a new customer number would not affect your access to services.

You can find out what your customer number is in the Nationwide app or on your online banking registration welcome letter. If you have a current account with Nationwide, you can also find your number using the customer look up tool on the Nationwide website.

You will need to have your Visa debit card and a card reader to use this service. If you don’t have the app or a current account, you can also call up Nationwide for help in finding your customer number. The number to call is 0800 464 3060. Lines are open Monday to Saturday from 8am to 6pm.

£175 bonuses

Nationwide customers can currently get a £175 bonus from the group. You can get the payment when switching from a non-Nationwide current account over to either a FlexDirect, a FlexAcccount or a FlexPlus account.

Your need to move over at least two direct debits as part of the switch. Customers have to carry out a full account switch using the Current Account Switch Service, including closing your old account.

You must complete the switch within 28 days. Another task you have to complete is to pay in at least £1,000 into the Nationwide account and make one debit card payment, either within 31 days of opening the account or of applying to switch into an existing account.

The £175 bonus will be paid into the Nationwide account you have switched into. This will arrive in your account within 10 days of you meeting all the requirements.

Your account will need to still be open when the payment is made. If you make the switch into a joint account, you will only get one £175 payment. The amount will show on your statement as ‘Switching Offer’.