Nationwide - how i wish I had gone in branch versus online

lafemme51

Talk about stressing people out.......

Nationwide made a mistake and instead of booking me in with a consultant they booked me with someone else who does not do mortgage applications and as the next available appt was end dec I decided to proceed online.

They had all the papers needed. A local branch faxed them across. Several different people review your papers.

So far today an email ....we do not have your gifted receipt form here is a template. I ring and speak to someone else ...oh yes we have got the correct form of gifted template she must have missed it.

A phone call there might be a potential decline just looking at your statements there is only £150 maintenance .... Er no maintenance
Is £580 a month evidenced by my bank statements and by the maintenance agreement you have ... No one has looked as those yet.

Is it me or does spreading one persons application papers across a whole team of people lead to errors and stress? Why tell me my maintenance is £150 pm month when I've provided evidence of it being £580 and no one has even looked at the maintenance agreement as someone else will be reviewing that.

Had they not messed up in the first place with the appt I wouldn't have been doing this online.


Do nationwide reps look at this website does anyone know. It's been two days and there's been three incompetent communications already. Do they not realise how stressful house purchase transactions are......rant over for now.

mumbles87

lafemme51 wrote: »

Talk about stressing people out.......

Nationwide made a mistake and instead of booking me in with a consultant they booked me with someone else who does not do mortgage applications and as the next available appt was end dec I decided to proceed online.

They had all the papers needed. A local branch faxed them across. Several different people review your papers.

So far today an email ....we do not have your gifted receipt form here is a template. I ring and speak to someone else ...oh yes we have got the correct form of gifted template she must have missed it.

A phone call there might be a potential decline just looking at your statements there is only £150 maintenance .... Er no maintenance
Is £580 a month evidenced by my bank statements and by the maintenance agreement you have ... No one has looked as those yet.

Is it me or does spreading one persons application papers across a whole team of people lead to errors and stress? Why tell me my maintenance is £150 pm month when I've provided evidence of it being £580 and no one has even looked at the maintenance agreement as someone else will be reviewing that.

Had they not messed up in the first place with the appt I wouldn't have been doing this online.


Do nationwide reps look at this website does anyone know. It's been two days and there's been three incompetent communications already. Do they not realise how stressful house purchase transactions are......rant over for now.

Maybe it was different for me because I was a first time buyer living at home but myself and my fiance went with nationwide online and from application to full offer in writing was 14 days (including 2 weekends)

betmunch

lafemme51 wrote: »

Talk about stressing people out.......

Nationwide made a mistake and instead of booking me in with a consultant they booked me with someone else who does not do mortgage applications and as the next available appt was end dec I decided to proceed online.

They had all the papers needed. A local branch faxed them across. Several different people review your papers.

So far today an email ....we do not have your gifted receipt form here is a template. I ring and speak to someone else ...oh yes we have got the correct form of gifted template she must have missed it.

A phone call there might be a potential decline just looking at your statements there is only £150 maintenance .... Er no maintenance
Is £580 a month evidenced by my bank statements and by the maintenance agreement you have ... No one has looked as those yet.

Is it me or does spreading one persons application papers across a whole team of people lead to errors and stress? Why tell me my maintenance is £150 pm month when I've provided evidence of it being £580 and no one has even looked at the maintenance agreement as someone else will be reviewing that.

Had they not messed up in the first place with the appt I wouldn't have been doing this online.


Do nationwide reps look at this website does anyone know. It's been two days and there's been three incompetent communications already. Do they not realise how stressful house purchase transactions are......rant over for now.

This just sounds standard for Nationwide currently I am afraid.


Different departments review different parts of the application and each will ring you after they have done their bit.


Quite often you need to point out something they have missed, or misinterpreted.


Its a regular cycle, last year Nationwide were my favourite lender, now I dread having to use them, and I am sure in a years time it will have changed back.

kingstreet

We have very few issues with Nationwide.

Application submitted, documents uploaded immediately, valuation instructed, offer issued.

Most are done in a week, or thereabouts.

betmunch

kingstreet wrote: »

We have very few issues with Nationwide.

Application submitted, documents uploaded immediately, valuation instructed, offer issued.

Most are done in a week, or thereabouts.

My most recent case with them payslips uploaded on the 27th, still awaiting assessment.


Got the BDM involved, but still waiting.


Don't get me started on their porting cases.....

nidO

Going through a branch for your application wouldn't have changed anything i'm afraid.
When you put in an application in branch the branch advisor will check through all the documents you provide but ultimately they still put them onto the system for review by their back-office team exactly the same as you uploading them during an online application, and it's that team that seem spectacular at failing to read the paperwork they have in front of them.

When I recently put in an application for additional lending through a branch, the in-branch advisor straight-up told me (after a couple of mis-read documents needing a bit of back-and-forth as you've had) that the back-office work reviewing all this documentation has now been outsourced offshore.
The bods reviewing now it get hundreds of "cases" to review a day with each "case" literally just being one document and a set of requirements for that document with no other knowledge whatsoever of your application or other documents, whereas in the past the application and its supporting documents apparently used to be looked at as a whole by their own staff.

Madbags

Do what I did and what I advised in another thread someone else should do and they have now got the result they wanted:


Just make a complaint. You'll have it all sorted in no time.


We wish we never did it online either.

lafemme51

betmunch wrote: »

This just sounds standard for Nationwide currently I am afraid.


Different departments review different parts of the application and each will ring you after they have done their bit.


Quite often you need to point out something they have missed, or misinterpreted.


Its a regular cycle, last year Nationwide were my favourite lender, now I dread having to use them, and I am sure in a years time it will have changed back.

Absolutely I have had various people contact me today. All my paperwork is there and has been supplied they just keep missing things which I find quite alarming given they are signing off with papers being satisfactory.

lafemme51

Madbags wrote: »

Do what I did and what I advised in another thread someone else should do and they have now got the result they wanted:


Just make a complaint. You'll have it all sorted in no time.


We wish we never did it online either.

If they keep making mistakes I am going further up the food chain as am not having this for two days.

lafemme51

Madbags wrote: »

Do what I did and what I advised in another thread someone else should do and they have now got the result they wanted:


Just make a complaint. You'll have it all sorted in no time.


We wish we never did it online either.

Out of interest how did you go about putting in your complaint..

It is ridiculous that they are contacting me to say they need x y and z which I then tell them they already have and they go look again and surprise surprise they already have it.

Madbags

lafemme51 wrote: »

Out of interest how did you go about putting in your complaint..

It is ridiculous that they are contacting me to say they need x y and z which I then tell them they already have and they go look again and surprise surprise they already have it.

It's a bit hard to put all in writing as it was around 8 paragraphs long. But the general jist of it revolved around:


1) The amount of times we had gone in branch to have something faxed to find it has either not been sent or is missing on the other end;


2) The amount of times I have had to call the New Business Team and literally tell them how to look through the batches of paperwork and link all the required documents to the correct sections;


3) The technical faults and errors that keep happening on the online application;


4) The amount of time it had taken to get a DIP and how someone could easily make a higher offer at any moment and we will lose the house we want;


5) The lack of contact when a document is missing or misplaced or still outstanding, they don't just call you and say "this is all we're waiting for" you have to constantly chase them and check yourself; and


6) How this is not the way to treat brand new customers and how we will happily go elsewhere if it's not promptly resolved.


I will say it was obviously strongly worded without being offensive but those are the main points above that I had complained about. I made the complaint funnily enough with their online form, got a response phonecall the next day