Nationwide Mortgages - How long??

Minimods

Jotter wrote: »

We have had the same problems about who is actually dealing with our case. I don't actually think any one person does. I asked for the name of one advisor I spoke to for over an hour. He gave me his name but said he would not be dealing with the case and would probably be unable to take a call if I phoned in. You just get passed form pillar to post and are told you will be contacted "within 48 hours", for which the record so far has been 5 days!!!

Staff in the call centre just seem indifferent. Like I told them, I would get a better service applying for a Nectar card. They are from the "computer says no" customer service school.

We have already complained but don't expect that to help. We will then probably have to refer it to the Financial Ombudsman Service. This may help you too. I would post the link but as a new user cannot yet post links.

Finally a thread where I can relate to pretty much all the comments. I've had it all - from the application details getting lost, being told different things each time I call, having a text from nationwide to say they have tried to call when I know they haven't, asking for details they should have asked for a week ago... I've had it all.

The comment about "computer says no" customer service is so pertinent to my experience. Although some are very helpful and friendly and I feel sorry for them having to speak to people all day.

The main thing I feel following dealing with Nationwide direct is that it just feels like I am their first ever customer. Processes aren't honed and slick like they should be if they had processed a few applications. Given a bit of management they could cut down a lot of time and effort on both parts.

Sinked_boat

Yay! 3min after satisfactory survey text we got the approval *jumps around *

33 days application to approval.

Jnewbie

Heres an update from me:

30/08 - Applied and received decision in principle.
04/09 - Mortgage formally applied for. (Text received)
06/09 - Employers reference requested. Fax returned same day.
10/09 - Valuation survey booked for 19/09. (Text received)
19/09 - Valuation took place.
23/09 - Satisfactory survey. (Text received)
23/09 - Formal mortgage offer. (Text received)
26/09 - Paper copy of mortgage offer arrived in the post.

24 days from application to offer.

evieeve

Our valuation was done last wednesday and we haven't heard anything since to confirm it was satisfactory I'm terrible at waiting! Could the fact that it is a new build, effectively half a house at the moment, that is holding it up?

kingstreet

evieeve wrote: »

Our valuation was done last wednesday and we haven't heard anything since to confirm it was satisfactory I'm terrible at waiting! Could the fact that it is a new build, effectively half a house at the moment, that is holding it up?

It shouldn't.

Although it's not beyond the realms of possibility the surveyor has made a mistake and it's been sent back for amendment. It happens to us regularly.

A Nationwide valuation is normally signed-off within a couple of days of receipt, so it may be worth a call.

s159

Seriously frustrated with Nationwide. We went into our local branch to get DIP in mid August. The outcome was 'referred' so the advisor mentioned that this will be looked at by underwriter. Our mortgage advisor then went for a week holiday and we only heard back from him a week later mentioning that the reason for the 'referred' is because I am not on electoral roll. I've told him that I am not eligible to vote and mentioned to him that I can send him all proof of address ASAP but he told me that they don't need this yet. Only then to be told a week after that they needed the proof of address after all! We have since got our DIP approved and being asked to get an appointment again in person for full mortgage application but the only appointment they had at the time was one and a half week later! which bring us to mid September!

We had three hours mortgage application and he told us that he needed to send the application in manually because they still couldn't pick up our address, which is odd.
Mortgage fee and surveying fee was taken out from my bank account already. We were advised that we should receive KFI in 5 days. Not getting any luck/news from the mortgage advisor then I had contacted the Head Office who said that our first line of address has been entered twice and the mortgage advisor should change this!

I raised this urgently to our advisor who was surprised as he thought the application was supposed to be done manually rather than electronically. Alas, he then submitted the application online last Friday and we have received a text saying that the application has been received. Three days after the text confirmation, we haven't heard any further update despite me sending email asking for update. I've then contacted the Head office who told us that our first line of address has been entered TWICE - which is what they've told us beforehand! They told us that our mortgage advisor need to make this right before application can move any further (!).

I am at a lost to what is exactly happening! We are extremely frustrated and concern as this is not our fault at all. Our LTV is very low (less than 40%), and we are hoping to complete in roughly a month time and we have communicated this to the mortgage advisor but more than a month since our DIP application and I dont think we actually move even an inch with this application! ..... HELP...

kingstreet

Not much help we can give.

You are going to have to speak to the employee concerned.

Miiri

Just to update on my case - after 6 weeks wait for the the survey , valuation/homebuyers was this morning and received a text at 2pm confirming valuation satisfactory and mortgage offer in the post.. much relieved!

Fi

evieeve

Well we know why the valuation took so long.. Nationwide have valued the property at £15k less! Our mortgage adviser is awaiting the builder to come back to him.. oh dear. Nothing is ever easy is it?

lrj

I'm yet another dissatisfied Nationwide mortgage customer. Lost documents, computer problems, extremely poor communications and less than helpful staff.

I'm going to put in a formal complaint in writing, but I just wondered if anyone had any useful experiences on complaining ? What was the outcome?

One staff member said "Sorry, if you want to complain, I'll have to speak to my manager, so you can't complain right now" You have to laugh its so poor.