nationwide mortgage big worry for my mum

holly_hobby

thanksfroyourhelp wrote: »

right

firstly apologies for not posting sooner

a lot has happened

the family member in the end did not send the money

so two payments have now been missed

nationwide keep ringing my mum but she cant speak to them

I sent a letter of authority (on behalf of my mum) earlier jan, i have rang up several times since and been told it has yet to be "acted upon"

Anyway i have now managed to borrow £400 which i now have, I have tried to ring nationwide and explain that i want to put this money against the arrears but they once again are proving vague and telling me they cant advise me!

Basically do you think i am ok to transfer the £400 DIRECT online to my mums mortgage account? And then write another complaint letter on her behalf ?

Sorry this is a bit messy and confusing, she is having a bad spell health wise anyway this is not helping.

Many Thanks

You need in my opinion to go into your nearest branch and speak to someone on a one to one basis (as obviously trying to manage this over the phone is proving fruitless, frustrating and ultimately time delaying).

NWide have acknowledged they have recd the letter of authority, but have yet to action it. Accordingly when you go into branch, take with you proof of ID, and deal with only the Manager.

At the end of the meeting repeat back to them what as been agreed, and ask for their written confirmation of the same.

Do not let the arrears/missed payments escalate any further (if at all possible) - this is essential.

With regards to submitting a letter of complaint, lets sort out the current mess first, and then look for a trophy head for the wall .

Hope this helps

Holly x

Thrugelmir

thanksfroyourhelp wrote: »

i am also looking if possible for the address and name of the chief executive of nationwide for my next and hopefully final letter

Perhaps taking your mother into a branch of the Nationwide will be more productive. As nearly 4 weeks has passed since your first post. So your grounds for complaint. Will become a secondary issue to the main event.

thanksfroyourhelp

thanks for being there again holly

I did visit a branch (sorry should have mentioned it)

It was manic despite my insistence i could only speak to a cashier (not being disrespectful he was nice enough)

I will not be able to visit a branch until mid next week earliest, what i am trying to get at is it ok to just pay £400 straight into the mortgage account?

thanksfroyourhelp

thru

thanks for your post

unfourtantely due to her health it is not quite as easy as that

Jimbo1976

I agree with the wise Holly's advice above

However it might also be worth trying one of the newspaper personal financial journos.

The Times on saturday has an excellent section called Troubleshooter where they sort out problems like this. Strangely banks and building societies tend to work a lot quicker when they are asked things by journalists.

Here are the contact details if you are interested

To tell us your consumer problems, visit thetimes.co.uk/ troubleshooter or write to Troubleshooter at Times Money, 3 Thomas More Square, London E98 1TT. Alternatively, e-mail troubleshooter@ thetimes.co.uk. Please include a daytime telephone number.

holly_hobby

thanksfroyourhelp wrote: »

thanks for being there again holly

I did visit a branch (sorry should have mentioned it)

It was manic despite my insistence i could only speak to a cashier (not being disrespectful he was nice enough)

I will not be able to visit a branch until mid next week earliest, what i am trying to get at is it ok to just pay £400 straight into the mortgage account?

Yep I had a feeling it would be difficult for Mum to attend, which is why I didn't suggest you both attending in my post.

There would have been a manager there, or at the very LEAST a supervisior on duty (if mgr was on lunch, hol) - the level of customer service beinging demonstrated here by Nationwide is simply not good enough, in fact its pretty disgraceful.

Right paying £400, if you can go into the branch and pay cash over the counter, don't get into "Im mortgagors daughter acting for" if you don't need to, simply don't mention it - hand over the account details, the monies and let them process the transaction. ENSURE you get a receipt for the deposit.

If you can't do that (which I don't see why you couldn't from NWs side of things), it will obv have to be a bank payment. To which you will need the "faster" (new banking payment/reciept system), from Nwide. Remember to include the mge account number, as otherwise the monies will go into an ophan/holding account, and returned unmatched.

If you pay cash into the branch, you may at the same time wish to nab a manager - without being too stroppy or bolshie, be assertive, make it clear that you will not be leaving until you see a Manager OR an appointment has been made.

Otherwise we can tackle the LOA issues to hand after we prioritised and sorted this payment mess out - which I would suggest the same approach as above TBH - face to face (if possible) is the route to take here. (after which as I say, we can construct a blinding complaint letter for the CEO).

Hope this helps .... we're all here to support you x

Holly

JimmyTheWig

Brilliant post by Holly there, OP.
Unless you've got specific reasons not to I think I'd be following it to the letter if I were you...

thanksfroyourhelp

thanks again holly and others

today i transferred £400 directly to my mothers nationwide current account

i then used the "quick transfer" straight to her mortgage account

i have emailed the times person a few hours ago,

It looks like the system updates overnight, once i see the £400 is IN the mortgage account i will feel quite a bit better tbh

thanksfroyourhelp

£400 is showing in the mortgage account now which is good

i popped in the branch again this morning

ok it was snowing and they were short staffed.

I managed to track down a supervisor who was actually really nice and sympathetic but could not offer any actual help or advice.

holly_hobby

No they should have contacted their admin centre, and acted as direct liasion between the both of you to resolve the matters to hand.

Quite shocking they didn't offer to do this - but not altogether unsurprising given their track record on this.

Did you book a meeting with the manager ??
How was it left with the supervisor ?
What exactly did the super. do and/or say ??
Are mge payments now back on track for normal collection ?

Holly