Furious with Nationwide! Looong rant sorry

shar46y

Nationwide have been stringing us along for a month now and there is still no end in sight!

Initially in the application pack they sent us, the only evidence requested was our most recent payslips and P60s. Then several days later, they wrote to ask for another piece of information - which we sent promptly.

Then we got a text message that the valuation was satisfactory. Then several days later, they wrote to ask for yet another piece of information - OH rang to check what type of evidence was needed, during the conversation our case handler added "oh, the computer also says we haven't had a valuation yet", OH said "I had a text message from you!" and she goes "oops, you're right,I pressed the wrong thing on the computer!":eek:

And then they wrote again, this time asking for information we had already supplied. When OH rang up to query this, the person who answered his call said that she had 'never heard' of our named case handler, but that we should send an email confirming the information. After 2 days we heard nothing, so rang them - only to be told that our case handler "has no access to email"!!!:mad:

But finally we got a voicemail message from them saying that they were happy with our application and it was being passed to Offers and we should be expecting something in the post.

But the same week, we discovered a complication with the house we are buying - it was underpinned about 15 years ago so we were not surprised that nothing came in the post. So we waited a few more days before chasing again. The story now was that they had requested an amended valuation report from the surveyor and they were expecting it that very day and it is going to the underwriters and we should have a decision in 2 days.

OH rang 2 days later and they said they hadn't heard back from the surveyor. So he rang the surveyor, who confirmed that he had sent it (by email as instructed, so I guess it disappeared into the same black hole:question:). And then (this takes us to Friday, are you all still with me?) OH got the surveyor to fax the report to Nationwide and followed up with a phone call to them. "Yes, we now have all the information we need and it is with the underwriters and marked as urgent and you will have a decision on Monday PM".

Now it's Monday PM and not only is there no record of Friday's conversation, but the guy told OH that "we only just received the report today!":mad: and when he challenged this, "well we told them to send it by email but we didn't receive it, oh if you faxed it on Friday then it has just entered our system today" etc. But now "there will be a decision in 24 hours".:wall:

And to rub salt into the wound, got home from work to find a letter from Nationwide - in reference to the sale of our flat, for which our existing mortgage will now be redeemed - saying "we value your custom":eek:

Jenniefour

You couldn't make it up, could you. Hope it's all going to swim along nicely from now on - but I imagine you're not putting any bets on that! After it's all sorted out and you've moved I would be very inclined to complain about the service - I'm using word 'service' there cautiously because it sounds as thought you've had everything except service.

I thought they were supposed to be stress testing the lending institutions, and not their customers!!

molit

my mortgage broker almost had a nervous breakdown dealing with them...they are apparently the worst...on the plus side, I have every bit of paperwork I could need to do my tax return

Lori007

They are useless - and I used to work for them! I wanted to change my NW mortgage to a fixed since I was on repayment, thyey couldn't do it on the existing but when I said I wanted to take a larger mortgage out to pay off a loan they could on the larger bit only so I would have had two rates on one mortgage! Wasn't a problem, I just remortgaged via Nat West - no problems, quickly and efficiently dealt with, better deal and no fees!!!! Nationwide did say I would be welcomed back and could have the deal then - no chance!!!

shar46y

Forgot to mention that when we first contacted Nationwide last month, they persuaded OH that he should open a Flexaccount with them because we would be eligible for some discounts (forget what exactly). Did all the set-up over the phone, then they said to look out for the paperwork in the post for him to look through and sign. Nothing happened, until middle of last week when during one of his numerous phone calls to them, he complained about not receiving this stuff. And voila! last Saturday he got not one, but two sets of paperwork in the post:mad: Needless to say, he will not be opening an account with them now.

Thing is, we were (and are) prepared to walk away if Nationwide decide they don't want to offer a mortgage on the house - despite the fact that the both surveyor (we had a full structural) and the structural engineer (for transfer of the certificate of structural adequacy) said it is not going to fall down.

And equally, we could kind of understand it if the problem is us (which they have never said, but I know our situation is complicated) and they don't want to lend us any money.

But I really don't understand what they have to gain by stringing us along for weeks and basically telling fib after fib. If "Computer Says No" why can't they just say so??? Instead of wasting ours, and the vendors, time and money?:mad:

We just want a chance to either find another house, or another mortgage! Feels like we can't do anything while we are waiting :wall:

Wh05apk

Unfortunately this kind of experience is not unusual, not just Nationwide, but most lenders. Lenders have cut staffing to the bone, and everything is being scrutinised, once something falls off the conveyor, it can take ages for it to get resolved, I am sure in your case it will do, but it is flipping frustrating in the mean time!

Now just imagine how you would feel if you had a dozen cases with problems like yours on the go, and you are stuck between the client and the lender!

GMS

If your situation is complicated you may want to consider a broker. This can take the stress away from the process.

Are you sure youwant to proceed with a property which has been underpinned? Higher insurance premiums and potential problems for resale amongst the issues.

Nationwide used to be good but closed down regional centres which has led to them being a nightmare

shar46y

GMS wrote: »

If your situation is complicated you may want to consider a broker. This can take the stress away from the process.

Are you sure youwant to proceed with a property which has been underpinned? Higher insurance premiums and potential problems for resale amongst the issues.

Nationwide used to be good but closed down regional centres which has led to them being a nightmare

Wish we had used a broker. We approached Nationwide directly because our existing mortgage is with them, wanted to "port" it and borrow a bit more.

But anyway, they did say over 2 weeks ago that they were happy with our application, which we interpreted as being the "us" part of things so the sticking point now appears to be the house. Of course, they could be fibbing about that too, or change their mind at any moment so they can find some other reason to fob us off.

We are indeed prepared to give up on the house and look for another, although of course we would rather not as it is really the most suitable out of the many we looked at.:(

GMS

Out of interest why do you think your situation is complicated?

shar46y

GMS wrote: »

Out of interest why do you think your situation is complicated?

We are moving to a city 100 miles away because OH has been offered a better job, but have ended up selling our flat much quicker than we expected so decided to just go ahead and move in order to keep our buyer happy, even though the job doesn't officially start until September. So OH will be "virtual commuting" until then, which we weren't sure Nationwide would be happy with. Once we move, I will be quitting my job and staying at home with the kids because (a) almost my entire salary went on childcare anyway and (b) I wanted to settle the family in properly. I think that many mortgage providers don't like people to change jobs and certainly not quit them???

GMS

Would a single income support the mortgage?