Nationwide mortgage nightmare

Minimods

Hi all,

I applied for a Nationwide Mortgage a few months ago and have had such a bad experience. My original house sale fell through because they dragged their heels and the EA got fed up of waiting. I'm on house number two and history is repeating itself... the issues are:

* Although the application was supposedly done online, due to a 'system issue' they actually had no details into my application. After a week or so of waiting for something to happen I called and had to give ALL my details again. I would have been better off phoning up rather than applying online, which seems crazy.

* You have to phone in business hours to get anything meaning out of their representatives. Whenever I phone out of business hours I either get "sorry phone back 9 - 6" or "sorry I can't access any details as its on a different system". I don't know if Nationwide realise that people work during business hours and I can't spend hours on the phone when they are at work.

* Their New Business department is an 0845 number which means I can't call from my mobile. I have to use the 0800 number and wait for somebody to transfer me. I've asked for a local number and I have been told one doesn't exist. Why can't a mobile friendly number be published?? If I am phoning from work I want to phone on my mobile.

* Whenever I call I get a different picture. First I am told it takes 2 days to process the application and to phone back, when I phone back I am told it takes 4 days.

* The representatives always give the excuse that they "are very busy".

* Even though you pay for the survey they won't book it straight away. You need to wait for your application to be seen... so they like wasting time while somebody gets to it.

* When your survey does get booked you need to wait over 3 weeks for the survey. For clarity this is for a normal Homebuyers Survey and I'm not in London.

I'm so frustrated with Nationwide at the moment and feel they are jeopardising my house purchase. I went with them because I have had an account with them since I was born and have them as my main current account but have I made a massive mistake?

Has anybody else had these issues or is it just me?

amnblog

Welcome to the joys of trying to deal direct.

originalmiscellany

What would you recommend amnblog?

I think Amnblog makes a good point, often going direct is hard work but you do cut out the middle man and can get a better deal.

I guess it's similar to buying a package holiday or doing it all yourself.

Re phones, have you tried "say no to 0870" or check if you can get a "booster" pack with your phone company so 0845 comes from your free minutes?

I hope you have also kept detailed records of times/locations etc so that you can clearly show how you feel they have failed to deliver a suitable service.

amnblog

Minimods is experiencing some of the hassle that brokers put up with day on day.

Part of our job is keeping this stress away from the client - it still goes on (but to a lesser extent as the broker facing staff are trained better and take less liberties as the brokers are all over them if they try to pull the wool over our eyes).

moneyshoe

originalmiscellany wrote: »

What would you recommend amnblog?

I think Amnblog makes a good point, often going direct is hard work but you do cut out the middle man and can get a better deal.

I guess it's similar to buying a package holiday or doing it all yourself.

Re phones, have you tried "say no to 0870" or check if you can get a "booster" pack with your phone company so 0845 comes from your free minutes?

I hope you have also kept detailed records of times/locations etc so that you can clearly show how you feel they have failed to deliver a suitable service.

I don't agree with your first paragraph.

We have just got a mortgage with Nationwide using a broker. We engaged a broker this time as I was re-starting work after 2 years of sabattical and maternity leave and we thought this would limit our lending panel. The broker did all the leg work finding out which lenders would lend to me and eventually came up with the same Nationwide product that we had originally picked out ourselves so we wouldn't have found a better deal without him.

He has dealt with all the hassle and his fee will come from Nationwide not us, it's been a great experience I can't recommend him highly enough.

OP sorry you're having so much trouble, this is my second NW mortgage and I admit I've found them very good both times. I really hope you get your problems resolved. What about withdrawing your application and going with another lender?

amnblog

Two other important points to remember Moneyshoe.

1. Your broker searched around the market (armed with his industry knowledge) before coming back to Nationwide. He could have as easily recommended an alternate lender. You do not get this going direct.

2. You have been given advice and a recommendation based on a full understanding of your circumstances. You do not get this going direct.