For about the last 6-8 weeks,apparently the Nationwide have been updating their telephone service. Sadly service is no longer the word to use.Calamitous is more accurate. Formerly,in order to obtain a balance or transaction rundown it was only necessary,under prompting,to press a few buttons. The whole thing is now run by what seems to be a robot or AI or some similar thing that cannot recognise normal language. E.g. upon being asked to specify which service is required,one might reply "last 10 transactions" to which the robot replies "so it"s about a dispute?" This has been going on for at least 6 weeks with no sign of improvement at all. Why systems that function perfectly well have to be "updated" (for updated read destroyed or ruined) is a mystery. Perhaps exposure on social media or the press would prompt improvement.