# Call Recording Transcript

- Started: 2026-08-29 13:18:25
- Direction: inbound
- Caller: +44800281801
- Destination: Behnam
- Duration: 8m 44s
- Disposition: ANSWERED

## Transcript

- [2026-08-29 13:18:26 - 2026-08-29 13:18:29] **Unknown:** This is your comeback call from Nationwide Building Society.
- [2026-08-29 13:18:30 - 2026-08-29 13:18:32] **Unknown:** You will now be connected to one of our agents.
- [2026-08-29 13:18:32 - 2026-08-29 13:18:35] **Unknown:** Calls are recorded to help improve our service.
- [2026-08-29 13:18:37 - 2026-08-29 13:18:38] **Unknown:** Good afternoon.
- [2026-08-29 13:18:38 - 2026-08-29 13:18:39] **Unknown:** You're through to Nationwide.
- [2026-08-29 13:18:39 - 2026-08-29 13:18:40] **Unknown:** This is Blake speaking.
- [2026-08-29 13:18:40 - 2026-08-29 13:18:41] **Unknown:** Thank you for your callback.
- [2026-08-29 13:18:41 - 2026-08-29 13:18:42] **Unknown:** How can I help?
- [2026-08-29 13:18:42 - 2026-08-29 13:18:43] **Behnam:** Hi there.
- [2026-08-29 13:18:43 - 2026-08-29 13:18:48] **Behnam:** I want to change the account of my direct debits taken from my credit card if it's possible, please.
- [2026-08-29 13:18:49 - 2026-08-29 13:18:49] **Unknown:** Yeah, sure.
- [2026-08-29 13:18:49 - 2026-08-29 13:18:51] **Unknown:** Can I just take your surname please.
- [2026-08-29 13:18:52 - 2026-08-29 13:18:53] **Behnam:** Yeah, it's Rath-Rath.
- [2026-08-29 13:18:53 - 2026-08-29 13:18:54] **Behnam:** Romeo Alpha Foxtrot.
- [2026-08-29 13:18:55 - 2026-08-29 13:18:56] **Behnam:** Romeo Alpha Foxtrot.
- [2026-08-29 13:18:58 - 2026-08-29 13:19:00] **Unknown:** And your date of birth, please?
- [2026-08-29 13:19:01 - 2026-08-29 13:19:03] **Behnam:** 24th of January 1987.
- [2026-08-29 13:19:07 - 2026-08-29 13:19:09] **Unknown:** Thank you. 21st of.
- [2026-08-29 13:19:09 - 2026-08-29 13:19:11] **Behnam:** So 24th, 24th.
- [2026-08-29 13:19:11 - 2026-08-29 13:19:12] **Unknown:** Yeah, no, that's fine.
- [2026-08-29 13:19:12 - 2026-08-29 13:19:13] **Unknown:** I'll put something in wrong.
- [2026-08-29 13:19:13 - 2026-08-29 13:19:13] **Unknown:** That's my fault.
- [2026-08-29 13:19:14 - 2026-08-29 13:19:14] **Unknown:** You know what?
- [2026-08-29 13:19:14 - 2026-08-29 13:19:16] **Unknown:** Uh, 1987.
- [2026-08-29 13:19:19 - 2026-08-29 13:19:21] **Unknown:** and you're saying it Rafraf was it RAF RAF
- [2026-08-29 13:19:22 - 2026-08-29 13:19:23] **Behnam:** Again yeah that's it.
- [2026-08-29 13:19:30 - 2026-08-29 13:19:33] **Unknown:** And just confirm it's the 21st of January 1987.
- [2026-08-29 13:19:33 - 2026-08-29 13:19:34] **Behnam:** 24th, 24th.
- [2026-08-29 13:19:35 - 2026-08-29 13:19:37] **Behnam:** Sorry. 24th.
- [2026-08-29 13:19:38 - 2026-08-29 13:19:39] **Unknown:** 24th.
- [2026-08-29 13:19:39 - 2026-08-29 13:19:39] **Unknown:** Yeah, sorry.
- [2026-08-29 13:19:39 - 2026-08-29 13:19:40] **Behnam:** Yeah, 24th.
- [2026-08-29 13:19:40 - 2026-08-29 13:19:40] **Unknown:** There you go.
- [2026-08-29 13:19:40 - 2026-08-29 13:19:41] **Unknown:** And your first name please note.
- [2026-08-29 13:19:42 - 2026-08-29 13:19:44] **Behnam:** Ben, I'm BEH, NAN.
- [2026-08-29 13:19:45 - 2026-08-29 13:19:45] **Unknown:** Yeah, thank you.
- [2026-08-29 13:19:45 - 2026-08-29 13:19:50] **Unknown:** I'll quickly go through some security and then we'll look at changing the uh where this debit is coming from.
- [2026-08-29 13:19:50 - 2026-08-29 13:19:51] **Unknown:** Do you have access to the banking app at all?
- [2026-08-29 13:19:52 - 2026-08-29 13:19:52] **Behnam:** I do.
- [2026-08-29 13:19:52 - 2026-08-29 13:19:54] **Behnam:** One second, I think so.
- [2026-08-29 13:19:54 - 2026-08-29 13:19:54] **Behnam:** I'll try.
- [2026-08-29 13:19:56 - 2026-08-29 13:19:56] **Behnam:** The phone?
- [2026-08-29 13:19:58 - 2026-08-29 13:19:58] **Unknown:** Yeah, no worries.
- [2026-08-29 13:19:58 - 2026-08-29 13:20:00] **Unknown:** If I can get you to log in when you can.
- [2026-08-29 13:20:01 - 2026-08-29 13:20:01] **Behnam:** I mean.
- [2026-08-29 13:20:04 - 2026-08-29 13:20:09] **Unknown:** Um, if I can get you to log out and then just log back in for me, please.
- [2026-08-29 13:20:09 - 2026-08-29 13:20:10] **Unknown:** Yeah, sure.
- [2026-08-29 13:20:13 - 2026-08-29 13:20:14] **Behnam:** I'm not sure.
- [2026-08-29 13:20:14 - 2026-08-29 13:20:19] **Behnam:** Sometimes, uh, I don't have connection on my phone when I'm on a call.
- [2026-08-29 13:20:21 - 2026-08-29 13:20:21] **Unknown:** No, that's.
- [2026-08-29 13:20:21 - 2026-08-29 13:20:21] **Behnam:** Yeah, it's all right.
- [2026-08-29 13:20:21 - 2026-08-29 13:20:22] **Behnam:** It's working.
- [2026-08-29 13:20:22 - 2026-08-29 13:20:23] **Behnam:** Yeah, I'm just logging in.
- [2026-08-29 13:20:24 - 2026-08-29 13:20:25] **Unknown:** Yeah, yeah, sure.
- [2026-08-29 13:20:25 - 2026-08-29 13:20:26] **Unknown:** Just let me move.
- [2026-08-29 13:20:28 - 2026-08-29 13:20:29] **Unknown:** Yeah, there you go.
- [2026-08-29 13:20:29 - 2026-08-29 13:20:29] **Unknown:** That's fine.
- [2026-08-29 13:20:29 - 2026-08-29 13:20:30] **Unknown:** Yeah, I can see that.
- [2026-08-29 13:20:30 - 2026-08-29 13:20:30] **Unknown:** Thank you.
- [2026-08-29 13:20:31 - 2026-08-29 13:20:31] **Unknown:** All right.
- [2026-08-29 13:20:32 - 2026-08-29 13:20:33] **Unknown:** Let's have a look.
- [2026-08-29 13:20:46 - 2026-08-29 13:20:49] **Unknown:** Yeah, so you haven't got a direct debit set up at the moment.
- [2026-08-29 13:20:49 - 2026-08-29 13:20:50] **Unknown:** So you'd like to set up.
- [2026-08-29 13:20:50 - 2026-08-29 13:20:51] **Unknown:** Would you like to set up a direct debit?
- [2026-08-29 13:20:52 - 2026-08-29 13:20:53] **Behnam:** Yes, please.
- [2026-08-29 13:20:53 - 2026-08-29 13:20:54] **Unknown:** Yeah.
- [2026-08-29 13:20:55 - 2026-08-29 13:20:55] **Unknown:** Cool.
- [2026-08-29 13:21:17 - 2026-08-29 13:21:21] **Unknown:** Yeah, because at the moment, I've got the 237.
- [2026-08-29 13:21:21 - 2026-08-29 13:21:27] **Unknown:** I've got the account number of 5111 51155237.
- [2026-08-29 13:21:27 - 2026-08-29 13:21:27] **Unknown:** Is that correct?
- [2026-08-29 13:21:28 - 2026-08-29 13:21:28] **Unknown:** I need a
- [2026-08-29 13:21:28 - 2026-08-29 13:21:29] **Behnam:** Different one please.
- [2026-08-29 13:21:30 - 2026-08-29 13:21:30] **Unknown:** A different one.
- [2026-08-29 13:21:30 - 2026-08-29 13:21:31] **Unknown:** Yeah, that's fine.
- [2026-08-29 13:21:31 - 2026-08-29 13:21:32] **Unknown:** Yeah.
- [2026-08-29 13:21:32 - 2026-08-29 13:21:36] **Unknown:** What was the, um, what's the different, the, the account number that you want to put on?
- [2026-08-29 13:21:36 - 2026-08-29 13:21:39] **Behnam:** The account number is 7026.
- [2026-08-29 13:21:40 - 2026-08-29 13:21:41] **Unknown:** 7026, yeah.
- [2026-08-29 13:21:42 - 2026-08-29 13:21:43] **Behnam:** 9858.
- [2026-08-29 13:21:45 - 2026-08-29 13:21:46] **Unknown:** 9858.
- [2026-08-29 13:21:46 - 2026-08-29 13:21:47] **Unknown:** And the short code as well, please?
- [2026-08-29 13:21:47 - 2026-08-29 13:21:49] **Behnam:** Yep. 04.
- [2026-08-29 13:21:52 - 2026-08-29 13:22:03] **Unknown:** 0075. 75 cool thank you Okay.
- [2026-08-29 13:22:04 - 2026-08-29 13:22:06] **Unknown:** Use the direct debit, that's fine.
- [2026-08-29 13:22:06 - 2026-08-29 13:22:08] **Unknown:** So that has been successful.
- [2026-08-29 13:22:08 - 2026-08-29 13:22:11] **Unknown:** And now, would you like me to set you up a direct debit, sorry?
- [2026-08-29 13:22:12 - 2026-08-29 13:22:12] **Behnam:** Yes, please, yeah.
- [2026-08-29 13:22:13 - 2026-08-29 13:22:13] **Unknown:** Yeah.
- [2026-08-29 13:22:15 - 2026-08-29 13:22:16] **Unknown:** So we've got three options.
- [2026-08-29 13:22:16 - 2026-08-29 13:22:21] **Unknown:** We've obviously got the full balance, the fixed payment or the statement minimum balance.
- [2026-08-29 13:22:21 - 2026-08-29 13:22:22] **Unknown:** What would you like?
- [2026-08-29 13:22:22 - 2026-08-29 13:22:24] **Behnam:** Can we go for minimum balance at the moment, please?
- [2026-08-29 13:22:25 - 2026-08-29 13:22:26] **Unknown:** Yeah, of course.
- [2026-08-29 13:22:33 - 2026-08-29 13:22:35] **Unknown:** All right, just spend me two sets now, okay?
- [2026-08-29 13:22:36 - 2026-08-29 13:22:37] **Behnam:** No worries.
- [2026-08-29 13:23:06 - 2026-08-29 13:23:19] **Unknown:** Let's see.
- [2026-08-29 13:23:23 - 2026-08-29 13:23:25] **Unknown:** 237858.
- [2026-08-29 13:23:31 - 2026-08-29 13:23:32] **Unknown:** Right, okay.
- [2026-08-29 13:23:32 - 2026-08-29 13:23:34] **Unknown:** So let me just double check another thing quickly.
- [2026-08-29 13:23:38 - 2026-08-29 13:23:39] **Unknown:** Right, I think.
- [2026-08-29 13:23:44 - 2026-08-29 13:23:50] **Unknown:** So because I've obviously only changed your, um, where it's coming from, obviously I've changed the sort of code and account number.
- [2026-08-29 13:23:50 - 2026-08-29 13:23:53] **Unknown:** So it, it does take a few days for it to upload.
- [2026-08-29 13:23:54 - 2026-08-29 13:24:02] **Unknown:** So I don't know if you want to maybe call back, uh, if you can maybe women like sort of, um, because it says here.
- [2026-08-29 13:24:02 - 2026-08-29 13:24:03] **Behnam:** The next deadline for making
- [2026-08-29 13:24:03 - 2026-08-29 13:24:05] **Unknown:** Changes, yeah.
- [2026-08-29 13:24:05 - 2026-08-29 13:24:09] **Unknown:** The direct debit account details, five working days before the payment is due, that's fine.
- [2026-08-29 13:24:09 - 2026-08-29 13:24:09] **Unknown:** fine.
- [2026-08-29 13:24:10 - 2026-08-29 13:24:11] **Unknown:** Yeah, so account details change.
- [2026-08-29 13:24:11 - 2026-08-29 13:24:14] **Unknown:** So yeah, five working days it is unfortunately.
- [2026-08-29 13:24:14 - 2026-08-29 13:24:14] **Unknown:** Okay.
- [2026-08-29 13:24:14 - 2026-08-29 13:24:15] **Unknown:** That's fine.
- [2026-08-29 13:24:15 - 2026-08-29 13:24:15] **Behnam:** That's no problem.
- [2026-08-29 13:24:16 - 2026-08-29 13:24:21] **Unknown:** But I can see your, um, your next payments in like mid-September anyway.
- [2026-08-29 13:24:21 - 2026-08-29 13:24:22] **Unknown:** So you've got loads of time.
- [2026-08-29 13:24:22 - 2026-08-29 13:24:23] **Behnam:** Yeah, perfect.
- [2026-08-29 13:24:23 - 2026-08-29 13:24:25] **Behnam:** I'll call next week then to check it.
- [2026-08-29 13:24:25 - 2026-08-29 13:24:33] **Behnam:** But in the meantime, I think I've paid for September already anyway, so I don't think there'd be a payment until October.
- [2026-08-29 13:24:33 - 2026-08-29 13:24:34] **Behnam:** I don't know if you could confirm that.
- [2026-08-29 13:24:35 - 2026-08-29 13:24:37] **Unknown:** Yeah, we can have a quick look.
- [2026-08-29 13:24:50 - 2026-08-29 13:24:51] **Unknown:** just load in.
- [2026-08-29 13:24:54 - 2026-08-29 13:25:03] **Unknown:** Right, so I'm looking on the I'm looking on the 20th of August this statement.
- [2026-08-29 13:25:04 - 2026-08-29 13:25:04] **Behnam:** Yeah.
- [2026-08-29 13:25:08 - 2026-08-29 13:25:11] **Unknown:** And the closing balance is 12,051 pound.
- [2026-08-29 13:25:12 - 2026-08-29 13:25:19] **Behnam:** Yeah, on the 27th, I paid the 1400 and 287.
- [2026-08-29 13:25:20 - 2026-08-29 13:25:21] **Unknown:** Yeah, I can see that too.
- [2026-08-29 13:25:21 - 2026-08-29 13:25:23] **Unknown:** It will payment due this yet.
- [2026-08-29 13:25:24 - 2026-08-29 13:25:26] **Behnam:** So that I think that should have covered the payment during September.
- [2026-08-29 13:25:29 - 2026-08-29 13:25:33] **Behnam:** Meaning the next payment minimum wouldn't be due to October.
- [2026-08-29 13:25:35 - 2026-08-29 13:25:37] **Unknown:** Right, yeah, okay, yeah, I see, yeah.
- [2026-08-29 13:25:38 - 2026-08-29 13:25:39] **Behnam:** Am I right in thinking that?
- [2026-08-29 13:25:40 - 2026-08-29 13:25:41] **Unknown:** Yeah, no, that's fine.
- [2026-08-29 13:25:41 - 2026-08-29 13:25:46] **Unknown:** So let me quickly go on your, um, your, uh, what you call it statement again.
- [2026-08-29 13:25:54 - 2026-08-29 13:26:00] **Unknown:** So yeah, it says the total payment due this month is the £1,402.87 which you've already paid in here.
- [2026-08-29 13:26:00 - 2026-08-29 13:26:00] **Behnam:** Yeah.
- [2026-08-29 13:26:01 - 2026-08-29 13:26:02] **Behnam:** Yeah.
- [2026-08-29 13:26:02 - 2026-08-29 13:26:05] **Behnam:** So in that case, the direct debit's got six weeks.
- [2026-08-29 13:26:05 - 2026-08-29 13:26:08] **Behnam:** or so till it needs to set up anyway.
- [2026-08-29 13:26:08 - 2026-08-29 13:26:09] **Behnam:** So I think.
- [2026-08-29 13:26:09 - 2026-08-29 13:26:09] **Behnam:** Yeah, sure.
- [2026-08-29 13:26:11 - 2026-08-29 13:26:13] **Unknown:** How do you, do you receive your statements online?
- [2026-08-29 13:26:14 - 2026-08-29 13:26:15] **Behnam:** Yes.
- [2026-08-29 13:26:16 - 2026-08-29 13:26:16] **Unknown:** Yeah.
- [2026-08-29 13:26:16 - 2026-08-29 13:26:18] **Unknown:** And if you, if you received the organ August one, have you?
- [2026-08-29 13:26:19 - 2026-08-29 13:26:20] **Behnam:** Yes, I've got it, yeah.
- [2026-08-29 13:26:20 - 2026-08-29 13:26:22] **Unknown:** Yeah, you've got that one, yeah.
- [2026-08-29 13:26:22 - 2026-08-29 13:26:23] **Unknown:** So I've got it.
- [2026-08-29 13:26:24 - 2026-08-29 13:26:30] **Unknown:** Yeah, because it says here, the arrays due from the previous payment is 1041 pound and then obviously you add that together.
- [2026-08-29 13:26:31 - 2026-08-29 13:26:33] **Behnam:** Oh, together it was the 14.
- [2026-08-29 13:26:33 - 2026-08-29 13:26:35] **Unknown:** And then the one 4402, yeah.
- [2026-08-29 13:26:36 - 2026-08-29 13:26:37] **Behnam:** So I made the manual payments, I think.
- [2026-08-29 13:26:39 - 2026-08-29 13:26:40] **Unknown:** Yeah, no, that's fine.
- [2026-08-29 13:26:40 - 2026-08-29 13:26:40] **Unknown:** Yeah.
- [2026-08-29 13:26:41 - 2026-08-29 13:26:41] **Unknown:** Yeah, yeah, cool.
- [2026-08-29 13:26:44 - 2026-08-29 13:26:46] **Behnam:** All right, so Direct Debbie has been set up.
- [2026-08-29 13:26:47 - 2026-08-29 13:26:48] **Behnam:** I don't need to call back, do I?
- [2026-08-29 13:26:48 - 2026-08-29 13:26:49] **Behnam:** I mean, it's
- [2026-08-29 13:26:49 - 2026-08-29 13:26:51] **Unknown:** Not been set up yet.
- [2026-08-29 13:26:51 - 2026-08-29 13:26:51] **Unknown:** No,
- [2026-08-29 13:26:51 - 2026-08-29 13:26:52] **Behnam:** Just the details.
- [2026-08-29 13:26:53 - 2026-08-29 13:26:54] **Unknown:** I have changed the, uh, the details.
- [2026-08-29 13:26:56 - 2026-08-29 13:26:56] **Behnam:** No problem.
- [2026-08-29 13:26:57 - 2026-08-29 13:26:59] **Behnam:** So I'll call in sort of end of 20 minutes.
- [2026-08-29 13:26:59 - 2026-08-29 13:26:59] **Behnam:** Yeah,
- [2026-08-29 13:27:00 - 2026-08-29 13:27:02] **Unknown:** Maybe maybe Friday if if that's okay.
- [2026-08-29 13:27:02 - 2026-08-29 13:27:04] **Behnam:** Yeah, yeah, yeah absolutely.
- [2026-08-29 13:27:04 - 2026-08-29 13:27:04] **Behnam:** Yeah.
- [2026-08-29 13:27:04 - 2026-08-29 13:27:05] **Behnam:** No problem.
- [2026-08-29 13:27:05 - 2026-08-29 13:27:06] **Behnam:** All right, I'll do it.
- [2026-08-29 13:27:06 - 2026-08-29 13:27:07] **Behnam:** Thanks a lot.
- [2026-08-29 13:27:07 - 2026-08-29 13:27:07] **Behnam:** Okay.
- [2026-08-29 13:27:08 - 2026-08-29 13:27:08] **Behnam:** Thanks for your help.