I have been a nationwide customer for a long time and utilize a variety of their services and have never had an issue with their staff in branch but the over the phone service is absolutely pathetic by the Visa Disputes Team. If a customer is contacting the back for a query, the last thing they want to hear is "you are obviously doing something wrong" and "call back tomorrow to check if we have received it". I had CC'd myself into the email evidence sent and as soon as the email was sent, I had received it. When asking for evidence, they need to specify: What type of attachments your server will reject as there are security measures in place for all companies. What should the customers expect after sending the evidence to ensure it has been receipted. I have just been made aware that I should have received an automated response following my email. This will avoid customer's having to contact the call center repeatedly and having to restart the whole process again as it is quite time consuming