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

2tort

Sorry to hear this lafemme51, I'm afraid we too are in the same boat as you and I can confirm it's no better going in-branch (as we did)! Trying to keep positive at the moment but I have to say that nerves and frustration are getting the better of us! We are being told there are no affordability issues and that there is just a "back-log", however on calling earlier this week for an update (as we still hadn't received our offer and were told it was imminent and should be through Monday) it transpired they wanted another document that we had already supplied to them!! Having explained this to them we are still waiting and despite the fact I was told this document would be checked within 48 hours we are now being told it won't be checked for a few more days, so it looks like yet another weekend in suspense. I'm now beginning to lose confidence a little bit, I don't like to complain either. However, we've been very patient despite the fact we had a DIP back on 13/11 and mortgage valuation report came back fine on 24/11 and now all I'm doing is worrying even more, especially as no-one had informed us of this "missing" document... which wasn't actually missing... but would have continued to be missing had I not called for an update! We have a fantastic mortgage consultant that we dealt with at Nationwide, but communication between them and the new business department as well as their process for checking documents and keeping customers updated seems to be severely letting them down..


Hope you get the outcome you're after very soon, keep us updated!

amnblog

What about the elephant in the room?

2tort

Have I said something to offend you amnblog? Apologies if I have

Madbags

I don't like to complain either 2fort. I'm a very laid back guy, it was more my partners influence that prompted me to complain because I was fed up of hearing her complaining hah!


But in the grand scheme of things if no-one complains they can only assume that everything is working as intended and won't ever do anything to fix it.

amnblog

2tort


No one is talking about fact that the problem is caused by going direct - the method online, appointment in branch, telephone appointment, is irrelevant.


The elephant is the room is - 'should have used a broker'.

2tort

Thanks Madbags, we too are laid back and now being a part of the excitement that is house buying I've come to understand just how much we rely on the mortgage lenders as the first point of call for making this all possible, which does make us really appreciate all they do and just how busy they must be (not to mention how many queries, updates they must receive every day!). Especially Nationwide who seem to be proving very popular given their great offers at the moment. Patience is something I'm usually very good at, it's the 'not getting nervous' part I'm failing at dreadfully!! "Man up!" I keep telling myself..!

2tort

amnblog wrote: »

2tort


No one is talking about fact that the problem is caused by going direct - the method online, appointment in branch, telephone appointment, is irrelevant.


The elephant is the room is - 'should have used a broker'.

Ok amnblog, apologies I honestly wasn't all that sure what the elephant in the room was. I've learnt my lesson and will use a broker next time!

lafemme51

amnblog wrote: »

2tort


No one is talking about fact that the problem is caused by going direct - the method online, appointment in branch, telephone appointment, is irrelevant.


The elephant is the room is - 'should have used a broker'.

The problem here is that nationwide sit on things and are not telling people documents (they have) are missing. If you use a broker you cannot speak to nationwide yourself direct as they will only deal with the broker. I am confident at dealing with organisations and some people aren't who will feel better using a broker but it doesn't change the fact tha nationwide are being incompetent having lots of different people processing your paperwork and when they say things are missing they have another 48 hours to process that paperwork even though they had it in the first place.

It's a stressful time purchasing a house so nationwide really do need to up their game in customer service.

boatman

How does a broker help if they are missing a document for example? Does there not come a point when its still down to the mortgage company to do their thing regardless of how good a broker you may be??

amnblog

Brokers know what the lender wants
Brokers know if a document is unsuitable before it goes in to the lender
Brokers have the facility to upload electronic copies of documentation safely and securely