Furious with Nationwide! Looong rant sorry

shar46y

GMS wrote: »

Would a single income support the mortgage?

Yes, and we told the Nationwide from the start (when we first thought about selling our flat at the beginning of January) that we were planning for me to give up my job. They said something like "we can only make decisions on your current situation so we still need to take into account your salary" and "it's OK to change job as long as it's not within a month of getting the mortgage" - now we are only a few weeks away from moving out of our flat :eek: and still no mortgage.

GMS

shar46y wrote: »

Yes, and we told the Nationwide from the start (when we first thought about selling our flat at the beginning of January) that we were planning for me to give up my job. They said something like "we can only make decisions on your current situation so we still need to take into account your salary" and "it's OK to change job as long as it's not within a month of getting the mortgage" - now we are only a few weeks away from moving out of our flat :eek: and still no mortgage.

Sounds like an 'adviser' making sure the case would fit. Of course they could assess on one salary only, whatif you were to be made redundant a week later? They could not possibly use the salary then.

You need to speak to a manager at Nationwide if you want to stay with them, or better still ask for any fees to be waived to move elsewhere after all the trouble you have had.

Nationwide are not the best for rates at the minute so worth a look elsewhere anyway. Make sure your situation is fully explained as in the moving town and giving up work.

Alternatively hand it to a broker to do all the leg work for you.

katerinasol

Sorry to butt in, but out of interest, what does 'underpinned' mean?

Thrugelmir

shar46y wrote: »

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).

As an observation. How many of your phone calls to the NW were actually necessary and actually constructive? If anyone followed your example when making a mortgage application then no one would ever get any work done, they'd just be answering the telephone.

shar46y

Thrugelmir wrote: »

As an observation. How many of your phone calls to the NW were actually necessary and actually constructive? If anyone followed your example when making a mortgage application then no one would ever get any work done, they'd just be answering the telephone.

So which part of "you can speak to us in 2 days" were we supposed to interpret as "don't call us in 2 days"? I apologise wholeheartedly for not being psychic and so very clearly unreasonable.

Do I really need to clarify to you that we did not start the application process by disturbing them every few days? We trustingly left them to get on with it for weeks and it is only in recent weeks that we have started contacting them regularly. Namely, when they started telling us that "we would have a decision in 48 hours etc" - we've had several of these promised deadlines flying by and apparently it is all our fault for daring to disturb them. Clearly, no customer should ever phone to enquire about anything, even when things haven't materialised by a promised deadline.

Not to mention that they lied that the surveyor had not sent the report and if we hadn't rung them to chase it, we'd still be sitting here like lemons waiting and thinking it was the surveyor's fault.

Unless you are implying that NW staff would be justified in deliberately delaying applications to punish people for disturbing them by phoning to enquire? :think:

kingstreet

This is going to shock very few on here - lenders lie!

You phone up and ask "have you got my P60, I sent it yesterday?"

They tell you it will be in the post, dealt with within 48 hours and you should ring back after then.

In reality, they have no idea where that post is. It could be anywhere in the system. Going and finding it to put someone's mind at rest would break the whole system within minutes, with nothing getting done as the processing staff would be up to their armpits looking for a single sheet among thousands of others.

The item would find its way to its intended recipient anyway, or it would come up on an Action List and chased appropriately and in order.

Every phone call chasing every step of the process reduces the speed of the overall service for everyone.

The only problem is, if they told the truth, we'd be inundated with threads on here where "my lender told me to go away and let them get on with it" was the subject.

shar, this wasn't aimed at you. It's simply a comment on the state of lenders at this time, given the staff cuts and in Nationwide's case, the decision to close the excellent Intermediary Mortgage Centres in Chester, Birmingham and elsewhere.

Thrugelmir

shar46y wrote: »

So which part of "you can speak to us in 2 days" were we supposed to interpret as "don't call us in 2 days"? I apologise wholeheartedly for not being psychic and so very clearly unreasonable.

I'm merely suggesting you should approach matters with a little more patience. As I can only assume that you believe your actions would in some way speed up the process considerably.

Conrad

Thrugelmir wrote: »

As an observation. How many of your phone calls to the NW were actually necessary and actually constructive? If anyone followed your example when making a mortgage application then no one would ever get any work done, they'd just be answering the telephone.

For once I agree with Thruglemir.
I find people that chase things up end up over complicating things as too many hands hit the file and thats where problems arise.

Just go with the flow in the way most customers do. I really have found that those who never wnat updates, actualy get a quicker less complicated result.
Also this thing about them requesting things more than once - yep thats just life, expect it.

I understand your frustration - I really do. Thing nis if you ask a call centre person a question like 'will it be done within a couple of days' using a strident tone, they will often just say yes to appease you.

It isn't just lenders - I find I get ineffieciency from all quarters- teachers, Doctors, restaurants, surgeons that suddenly go on holiday and have to cancel operations, Police and hear a great deal about social services and care homes.