Nationwide is doing my head in

menollyke

I am so annoyed with Nationwide right now. We put an offer onto a house in april and got a mortgage offer through within two weeks. All was fine, till we decided to pull out of the property. We sold our house and moved in with family. We soon found house number 2, which will be our forever home.

We put an offer on house nr 1 for 161.000, mortgage for 124.000. House nr 2 we put an offer in of 170.000, mortgage of 132.000. They asked for proof of Child benefit coming in, which we supplied. We didn't hear anything for a week and when chasing they gave us the valuation report. To our shock it mentioned purchase price of 161.000. We called them to try to rectify the situation, however our mortgage advisor was on holiday and no one else could help. Staff in call centre didn't know how to solve it, neither did the branch manager, couldn't speak to another mortgage advisor. (we went to nationwide direct, because we had to stay with them)

The week after we again chased the mortgage advisor who was now back from holiday and she would chase it up. 2 days later she was off work, because she only works part time, so another few days pass before we hear anything. Again we have to chase to find out they have now solved the problem and the mortgage is with the underwriters. A few days later (this is now 3 weeks after the offer) we chase them and hear it is with the acceptance team, if we haven't got the offer in the next four days to call again and they would email the offer over. Four days pass and nothing so we give them another call, only to be told we made another mistake on your mortgage offer and it is now back in the queue. Something to do with they miscalculated the payments. We are now 4.5 weeks after the we offered on the property and we still don't know when we get the mortgage offer.

Our purchase has no chain, both are very willing to get this going. Everything else is done, we have to wait for the mortgage offer. After the offer we have to find out if they accept an indemnity policy for environmental search, but we can't do anything till the offer from them comes through.

Anyone else had such a nightmare with Nationwide? How can they make two mistakes at different times with an application and why doesn't anyone inform us? I seriously consider walking away from them now and go somewhere else. Anyone got any advise how to get this dealt with quickly?

Dave_Ham

You have started the process by naming and shaming on here I would suspect.

They are deluged with applications at the moment both directly in branch and through brokers.

There is a rep from the "Social Media Team" who comes on here, you may want to see if you can track him down to speed it up for you.

Good luck

Wh05apk

The "friendly building society" is sadly letting itself down very badly at the moment, their service is appalling, after much chasing I have had an offer issued 2 weeks after the valuation was done, that is appaling service.

On your case it sounds like various mistakes have been made, and again reflects badly on them also in that they have many part-time "advisors" which is fair enough, but a large organisation like this should be able to cover when they are on holiday/not working.

I think you need to get this raised now, rather than sitting in a queue for another week or so, it needs to get fast tracked and reviewed urgently.

menollyke

After complaining on the phone yesterday I was told that if approved before 4pm that day it would be in the post the same day. To not worry because they just had to amend the outstanding months on the mortgage. An hour later at one we get a text message detailing the mortgage has been approved. Thinking we would get it today.

Nothing in the post. My husbands phones again and is told it is now with another team, if they approve it it would be sent out. So the person I spoke to yesterday lied to me when he told me the person that had the application now was the last person and she would sent out the offer.

A few hours later I called again to be told that they could not produce the offer automaticly because we redeemed our mortgage (which didn't stop them last time) and they had to manually do it. They do say it should be out in the post today, but I have lost all faith in them. It would be silly to change lenders now, but part of me wants to walk away from this lender. 5 weeks, very straightforward mortgage, under 80% LTV, well within the limits, not even counting overtime and bonusses. It shouldn't have taken this long and things shouldn't have been promised along the way if they couldn't hold themselves to the promise. Bad customer service, that is one thing.

Leon_W

Instead of wasting money on a rep paid to trawl message boards essentially fire fighting these threads detailing very poor service, they could get someone to phone or email a broker when they require further information, and not wait for the broker to phone ten days later to see what's going on and tell him at that point they need something else. As we all know, this will then sit in the in tray for another week before someone even looks at it. Case moved to a lender that gives a damn !

menollyke

So after being told on thursday the offer would be sent out first class the same day, friday we did not receive it. Another phone call to them to get the answer no it hasn't been sent. A call in the evening with the promise, it has been sent, it should be with you no later than monday. Guess what, monday came and no offer in the postbox.

Husband called them to ask where the offer was to be told it hasn't been sent out yet. Why do they blatently lie to customers? They have no faxed over a copy to the solicitors, but they can't sent it by email or to the branch, we can't get it till it gets to us in the post.

I don't believe a word they are saying anymore. I am so angry with them right now, I can't stand being lied to twice now. It is now 5 weeks since application and most of this hold up is because of bloody mistakes they made. All searches are done, queries are done, it is all waiting for the offer before something can proceed. They are really incompetent people.