Lost documents

Tulli

Please can someone advise as to the next step I should take.
Completed full mortgage app via 2 hour phone call on 15/11. Mortgage advisor not local.

Took 5 days (rec 22/11) for paperwork to get to me which I needed to sign before going into branch and getting my payslip etc certified and sent off.
24/11- branch took copies of payslips, certified these and sent to their mortgage centre via internal mail advising me it should get there on 25/11.

26/11- not received

Today 28/11- not received, advised to go back into branch and get branch to fax it, fax number provided.

Branch tell me copies have been faxed and all gone through ok and it takes about 5/6 hours for faxed copies to be scanned on to their system.

I have now spent the evening (3 calls) trying to find out if they have received my fax and lo and behold no sign of it despite branch getting confirmation that it was sent.

I cannot understand how in this day and age a major bank cannot receive scanned email documents and relies on post/fax. I also cannot understand how a fax cannot be received if the transmission slip comes back saying it was sent.

I have had enough of the delay but also angry the mortgage centre or someone has mislaid my personal documents not once but twice and don't seem to really offer an alternative to the systems that are clearly flawed.

Despite all my efforts/frustrations I still need a mortgage and I will be loathed to go back into the branch to resubmit my documents for a 3rd time as they have suggested.

Can I go to a broker now? What can I do about my missing documents which clearly hold personal details?

I have had pressure from both sides of the chain this week as I'm in the middle of it but somewhat lagging behind and needless to say all this is really stressing me out.

(Bank is Natwest- have been their customer for 20 years...)

Thanks in advance for any advice

mortgagebrokerscanada

Sorry to hear you're dealing with all that. You could hope that the 3rd time is the charm (double check numbers being sent to, etc) or even start shopping around for a different mortgage professional (these ones don't sound like they're very "on the ball").

Thrugelmir

Tulli wrote: »

I have had enough of the delay but also angry the mortgage centre or someone has mislaid my personal documents not once but twice and don't seem to really offer an alternative to the systems that are clearly flawed.

More than likely simply haven't been processed. You can huff and puff as much as you like. However that won't move you up the queue any quicker. Sometimes things do take a few days. Be a little more patient.

Tulli

I can understand things take time to process. However, they have stated catergorocally, after having checked their postal rooms, the documents are not there. It is not my intention to jump the queue but when you're advised this is the process and this is the timescale I don't think I'm being unreasonable to check on progress when that time has lapsed. All I want is for a confirmation of receipt of my documents which according to them they have not received and therefore it's not a case of them waiting in a pile of other documents waiting to be processed. Of course if this were the case and I was told so I would wait in line but that is not what they are telling me, instead asking me to re submit again..

amnblog

A worrying story.

I suspect you have no need to use Nat West. You could therefore revert to a broker.