Nationwide Mortgage Application - 8 weeks and still waiting!!!

FrustratedWithNationwide

Applied in branch 8 weeks ago - original purchase price £175000, loan amount £65000 - all went fine and provisionally approved. - Good deposit, excellent credit history, no outstanding debt and permanent contract.


Survey valued at £175,000 but with a £1500 retention recommended whilst a bit of damp was sorted. Got quotes for work and renegotiated purchase price to £170,000.


Then the delays started................Every delay possible, bank statements not scanned dark enough to read, reduction in price affects affordability!!!!! Need more pay slips (I'm a weekly paid postie), the pay rise which occurred during the application seems to have confused them. After 6 weeks informed Employer reference required so applied for but they cant seem to find it and won't tell us if they've reapplied for it. In phone calls (0845 number - cost £30+ so far) we are told that the new regulations mean they don't ask for employer references anymore!!!


Phone messages and emails not replied to. Emailed directly to CEO this week Tuesday evening - received a reply by 0845 Wed morning to say that a senior manager would be in contact and an answer would be given in 3 working days. The senior manager (a complaint manager) phoned wed evening to say that the case appeared very messy and confused for no apparent reason - he would investigate further and call on Thursday - guess what no call!!! He emailed at lunchtime today to apologise for not contacting stating that he was still investigating and would be in touch 'in due course'..........


Come on Nationwide get this sorted!!!!!

MinMoz

You are not alone - been waiting an age as our house was valued at a few £k more than I had written in the app - now might need to go through the new process.

No-one seems to be able to make a decision, and often dont appear to know what they are doing. Not getting a warm fuzzy feeling from a provider I thought was known for good customer service.

We shall see.

Halle71

We've had real problems with them as well.
We went into branch, again about 8 weeks ago, so all our docs could be faxed.

Then they started asking for things we sent and had confirmation to support this..

We didn't hear anything for 2.5 weeks only to be told all our stuff had been scanned but whatever 'trigger' they needed to do to get to the next stage had been forgotten so we were on hold and our valuation indefinitely on hold.

This delay meant our application hit the intro of the new MMR on 26 April and this happened:
https://forums.moneysavingexpert.com/discussion/4958871

Today we get a call apologising because they have made an error and someone has 'keyed' in that we are buying a new build. We are not and I would not have said so. Simple to change though? Oh no.
In order to change their admin error we must have a two hour phone interview tomorrow morning at 10am (or wait weeks for the next appt) and basically reapply under the new system. We have 3 viewings of our house tomorrow from 10.30 so must find somewhere to go to do the interview with our 4 year old and 1 year old in tow.
I'm fuming with them.

ethank

I'm really surprised, my experience with them was fantastic. They have a number of Mortgage Processing Centres. Ours was Northampton - very good.

GMS

MMR is causing delays for branch mortgage applications.

Any material change will have resulted in new rules being implemented hence why affordability altered.

Not a biased view in any way but a broker would have had this sorted much sooner

cattie

Don't you have a friend/relative who has an all inclusive phone package? I don't pay for 0845 or 0870 numbers & wouldn't object to a friend or relative asking to use my phone to make such calls I they would be charged for.

Might not bring you a response from NW any sooner, but at least save you spending unnecessary money on phoning them.

kingstreet

Nationwide has introduced 0800 numbers this week.

0845 609 3421 can now be contacted using 0800 464 3000.

FrustratedWithNationwide

Thanks for the 0800 number they kept that quiet!!!


Received a letter today stating that they are investigating our concerns and should be in a position to issue a response by 2nd June!!!!!!!!!


Another email too the CEO will be sent this evening

MinMoz

I am not too concerned over the delay as not intending to finalise for another month yet - what concerns me is that I have no idea if the mortgage I originally applied for has been confirmed or not.

Notice that it is no longer on their website so I am guessing that they will be looking for more money despite the delay being their issue.