RBS issues with ID documentation

garethj

I am having a tough time with RBS. I got an agreement in principle fairly swiftly (~5 weeks ago) and they did the survey about a week later. My broker was told the offer would be out shortly after the survey but nothing came.

It turned out they had issues with our ID documentation and despite faxing, refaxing, posting again and again, they keep coming back with the same issues (only slightly modified excuses each time).

When phoning, sometimes their support staff will say the documentation is fine and readable only for it to come back as unreadable from their underwriters.

Has anyone experienced similar issues? Is there anyway to hurry them up as we are in serious danger of losing the house to another interested buyer?

JayneG

Hi,

Haven't had any issues with the ID I sent, although it did take a few days for it to be uploaded to their system after they received it apparently. They seem to be working to a backlog at every stage of the process, or so I gather from what my broker tells me.

It was five weeks ago today though that my full application was submitted, and I am told I should have my offer finally on Monday - it has been a bit of a lengthy process from start to finish.

garethj

Thanks for the reply.
In my case I don't think it is a backlog problem as they review the case pretty quickly. It's just in the 3 or 4 times it has gone to the underwriters, it has come back saying things like the copies weren't clear enough or it hasn't been validated properly by the broker or that they don't accept provisional driving licences as ID.
I believe my broker when he says he has properly validated the documentation (and he now has witnesses in his office which will back him up). Also, on several occassions when we have phoned, the person looking at the file says everything is readable and properly validated and we can expect to receive an offer shortly.
My wife is a Chinese national (with permanent leave to remain). I wonder if this could be a reason why they are being so difficult?
I am now worried they are just looking for an excuse to reject my case for some reason but why they have to waste valuable time when I could have since applied through another lender is very frustrating!

Topchick_dav

Im also interested in this as we are having a similar problem. We have been waiting for them to do a valuation and survey for the last 5/6 weeks. We have been contacting them as well as our broker as the vendor of the house we want to buy is getting itchy feet and we keep hearing different things until 2 weeks ago they admitted to loosing some of the application. Our broker has faxed copies over and they are now saying they should be able to book a valuation next Wednesday. Something is defo going on with RBS but they dont seem to want to tell anyone what it is. I just hope they get it sorted quickly

garethj

I find it odd that they managed to sort out our survey so quickly. It seems often the survey gets done later on which would make sense as there is no point getting a valuation if the borrower fails the credit checks and underwriting. I have no idea if that is a good or bad sign for us though. I thought they might just be scamming me out of the survey fee with no intention of offering the mortgage but surely even they are not that evil!
My solicitor told me RBS can be pretty atrocious to deal with now that they have cut back on staff. Maybe it is purely down to an overloaded administrative system?

JayneG

Our offer came through this morning, hope yours both get sorted quickly.

Garethj, our valuation was done long after our ID, proof of income, etc had been verified - it was the last thing they did, and they waited until they were happy with all the supporting info before proceeding with the valuation, although whether they do things in a different order from customer to customer, I don't know.

garethj

Thanks for all your replies.

My broker and I are both pushing as hard as we can but are getting nowhere.
He spoke to their BDM (business development manager) who advised we could send something called a packaging confirmation checklist which would supposedly solve all the problems.

In the morning everything was in order and they said there should be a decision by the end of the day. In the afternoon they said my broker had not sent the in packaging confirmation checklist but the customer declaration from the application form.

I have faith that my broker is not a complete idiot and I have proof that RBS has continually misinformed us and generally keep screwing things up.

What can I do? I feel I am running out of options.
Should I admit defeat and try another lender and if so, can anyone recommend one which can turnaround an application in next to no time?

garethj

My offer from RBS finally came through - about 48 hours before the vendor's deadline to exchange!
I seriously advise anyone who is brave enough to apply for a mortgage with RBS is to periodically ring them and never believe them when they say everything is OK - invariably by the next day it will not be!
With the ID issues, the packaging confirmation checklist did finally solve the problems but only after my broker had faxed and posted it about 4 times.
We won't complete fo a couple of weeks yet so there is still time for them to screw things up but hopefully the worst is over.

Conrad

My heart sinks when embarking on an RBS application. The worst run lender for sure. The electronic application could not be worse if you tried.

All this comes back to bad managment - Fred the shred.

Most if not all problems could be solved but these giant organisations have a very disconnected link between the board and the front line.

The reason we employ bad directors I think is down to the British / American traite to assume good leaders look like people who are good at parties / socialising.
We need to be appointing people who are thoughtful and careful, not some jock who we'd all like to have a beer with.