Nationwide mortgage application decision - it's always phone back in 48 hours ...

tolkien

I made an application over the phone on Saturday 15th June and all details were taken . I was assured the decision would be a formality and I would receive an offer within 10 days. I requested updates via email and text. I've received none.

I heard nothing after 10 days and phoned Nationwide. I was told an employer's reference had been requested. I phoned again after 48 hours and was told the same. I phoned again after 48 hours and was told the same. I then checked with the employer who had received a letter only that day, and sent it back by return. Nationwide later claimed the letter was sent five days previous to this.

I then phoned Nationwide for an update and was told to phone back in 48 hours since the application had been sent for 'final checks'. I was assured the application would be approved and an offer made but that it would take five day for the offer to be sent via post. I questioned the postal service and requested the offer be faxed directly to my solicitor since a deadline for contract exchange is now in danger of being missed.

I phoned back in 48 hours (today) and was told to phone back at the end of business tomorrow (Friday) and that the previous information was wrong, the 48 hours should have been 3 days. I requested to speak to a supervisor and was told I could not.

Questions to nationwide:

Why am I being told to phone back in 48 hours every time I contact you?
Would you be able to contact me since, on average, I am on hold for 20 minutes for each phone call?

Let_Us_See

Unfortunately, both Nationwide and The Mortgage Works (Nationwide's BTL lender) processing service standards have been deplorable for a number of months.

Thrugelmir

tolkien wrote: »

Why am I being told to phone back in 48 hours every time I contact you?
Would you be able to contact me since, on average, I am on hold for 20 minutes for each phone call?

The Nationwide will operate a queue system for processing. Documents will be actioned in sequential date order.

Large processing centres are not geared to answer very detailed individual enquiries on the telephone. Volumes are simply too large and would be too expensive to offer as a service.

tolkien

Thrugelmir: The Nationwide will operate a queue system for processing. Documents will be actioned in sequential date order.

Large processing centres are not geared to answer very detailed individual enquiries on the telephone. Volumes are simply too large and would be too expensive to offer as a service.

Fair enough, but if so Nationwide should at least be honest and say that when I call, instead of plucking magical 48 hour delays out of the ether. Personally I find honesty equates to good customer service - obfuscation doesn't. If I ask when will the decision be made, a clear answer would surely be the best response!

tolkien

Currently on hold. Since 14:10pm...

tolkien

Promised an email "by the end of the working day". Nothing received.

dumpallhere

Maybe it's time to try a different approach to elicit a response.

tolkien

I've sent messages via Facebook and Twitter, emailed and sent a fax. No response at all. The contracts deadline is now going to expire and I will lose my reservation fee as Nationwide have taken so long over this. What will happen re the mortgage fees - will I get those back?

tolkien

Phoned today at 14:21. Phone picked up at 14:40. Adviser said he could not access my account and to told me to phone back tomorrow.

Received responses from Nationwide at Twitter and Facebook who have forwarded queries to the mortgage team, who have not responded.

afly

tolkien wrote: »

I then checked with the employer who had received a letter only that day,

I can confirm delays due to post. I waited 8 days. Solicitor is still waiting after 10. Nothing can move until that happens, deadline is friday.

They confirmed to me everything goes out 2nd class. If I'd known, I would of offered them the 20p extra.

Other than that they have actually been very good for us. Sorry to hear about the probs you're having. It's stressful enough as it is!

tolkien

I've now received a call and everything has been resolved. Very impressed with the customer service from Patesh this morning.