The reply starts out with an apology, but offers little in the way of explanation and gives no extra information.

To quote:

We could not allow the continuation of a program without support, equally the information being used to download transactions would involve Nationwide servers being used, so we would still be involved and would have to offer support.

Basically, “It’s our ball and we are not playing any more. And screw you if you expect any other justification.”

The message then repeats previous instructions on finding tools on the web to make up for their short comings. Big deal.

Whilst looking on-line for suitable conversion tools, I came across the following from rpb424 on the MoneySavingExpert.com‘s forums

…In order for Money to be able to directly contact a bank (not just Nationwide, but any bank), it needs to contact a dedicated server provided by said bank.

Note that this server is NOT the normal one used for on-line banking via a web browser, but a separate one with access to the same data. Nationwide were the only UK bank to EVER offer this service, for which they are to be applauded, such an arrangement was much more common in the US.

This dedicated server runs software that is at least in part, if not wholly, supplied, licensed and supported by Microsoft. Once Microsoft pulled the plug on both Money development and future support it was only a matter of time before any existing support and licensing arrangements in place with Nationwide were due to run out and be up for renewal.

Even if Nationwide HAD wanted to carry on with the service they would have been unable to do since Microsoft would no longer licence it or support it…

Why Nationwide can not provide this explanation I do not know.

When I was at Fujitsu the approach was that any customer complaint should be treated as an opportunity to build the relationship. I was taught:

Good Customer Service = Customer Loyalty

At Nationwide their USP appears to be “We are not a bank.” They think this is enough to keep their customers. Well it is trying my loyalty.

The whole incident has been handled very poorly. Maybe I should send another message saying so.

Or perhaps I’ll give up and search for alternatives.

Previous in this series

In a recession costs get cut, often at the expense of customer satisfaction. These are the wrong cuts to make. Another example of “How to lose a customer” occurred to me today.

not so impressed

I use Microsoft Money for my personal accounts. One reason, is that it’s integrated with my Nationwide Building Society Flex account.

Transactions are downloaded directly into Money, saves me having to enter them manually, and reduces errors. I have been doing this since 1998. I was happy with the service.

I noticed today that my account was no longer updating. A search of the Nationwide site gave the following information.

Important Announcement for Microsoft Money users – 22 October 2009

The last full UK release of Microsoft Money was in 2005. Since then, Microsoft have carried out no development work on the software.

In addition, Microsoft no longer offer any technical support on this product in the UK and this has significantly impacted on our ability to resolve customer queries relating to the software.

Regrettably, we withdrew the support service on our Internet Bank for Microsoft Money on 22 October 2009.

It sounds like passing the buck. They could leave the service running but unsupported. I sent an email asking them why they haven’t.

They also say that they, “Currently we have no plans to offer support for any money management program.” So it’s a backward step. A reduction of service.

The site continues:

You’ll still be able to download your statement as a .csv file from our Internet Bank, but in order to import it for use with Microsoft Money you’ll need to convert it to an .ofx file.

There are tools available on the Internet for this, but we’ll be unable to offer you any technical support.

Which is something to look into.

As are other banks that will provide the services I want.

Update

I Googled the problem and found the answer on a notice board from four years ago. The same problem was being described in version 10 of Money, I’m using version 12. Apparently it’s a leap year bug and will go away in the morning.

That’s truly mind bogglingly bad software production even by Microsoft’s not very high standards (don’t get me started).

Maybe they’ll get around to fixing it by 2012.