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

Keith99

why use a broker? I recently applied for a mortgage through Nationwide. I had a bit of back and forth about documents but you could check online for any progress or call them up.

In simple cases you have no need for brokers.

lafemme51

amnblog wrote: »

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

The point here is that Nationwide DO have all the correct papers. Every single phone call and email today stating something is missing has been incorrect, they have in their possession every they need they just needed to look again.

I agree some people will find it easier to have a broker act as a middle man dealing with the lender's enquiries but in this case everything they have said is not there is actually already in their possession.

lafemme51

2tort wrote: »

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!

Thanks hope you get yours sorted too. They just seem very slack at dealing with people's applications. Why they can't assign one person's case to one person to review is beyond me, instead they have numerous people going in and out of your file ticking off boxes. Can't wait for it to get to the underwriter for one person to sit down and review all the papers (they have told me one person deals with it at this stage).

kingstreet

FWIW we've done about six applications with Nationwide in the last couple of weeks and we are having none of the problems being described in this thread and others.

Using a broker can be as much about processing speed and peace of mind as it can about rate and cost...

amnblog

lafemme51 wrote: »

The point here is that Nationwide DO have all the correct papers. Every single phone call and email today stating something is missing has been incorrect, they have in their possession every they need they just needed to look again.

I agree some people will find it easier to have a broker act as a middle man dealing with the lender's enquiries but in this case everything they have said is not there is actually already in their possession.

The location of the paperwork is irrelevant.


If a Lender tells you they don't have it then it may as well not exist.


The point I am attempting to make is that when we do a case with Nationwide the paperwork is automatically uploaded straight into the file so that does not go missing.


Keith is missing the point is saying 'in a simple case you don't need brokers'


Lenders have the facility to make any case complex if they, or the person dealing with them, does not know what they are doing.

Madbags

While not using a broker may cause some added stress in any case, I'm happy with our decision not to. Although in hindsight, with the new stamp duty changes (and the £1,050 saving we've just made), we wouldn't have minded the extra expenses.


But on the flipside if we had used a broker and it was all done at the speed it should have been we may have already exchanged by now and wouldn't have saved anything. So I am glad it has all worked out the way it did.

lafemme51

amnblog wrote: »

Lenders have the facility to make any case complex if they, or the person dealing with them, does not know what they are doing.

This is so the case with me. They have in their possession two maintenance agreements and bank statements showing maintenance payments going in via direct credit every month for past couple of years but because the person initially reviewing the court order/csa section missed one of the maintenance agreements (despite me asking them 36 hours ago to confirm they had indeed got two separate agreements) did not correct the maintenance figure to four times what they initially had it down as Nationwide emailed me tonight to say they are lending me X based on "verified" figures.

At least I have all evidence to hand so am going back to branch tomorrow with all my statements and two sets of agreements am an resending it again with a cover sheet - thing is each time you submit a document they have 48 hours to review it!

Do they not realise people have a tipping point.

Had the same person reviewed the CSA section and the bank statements section they would have seen all the evidence but no, someone different verified the bank statements who had no information about the maintenance payments.

One person should review a case at a time not jump in and out of different people's cases throughout the day. No wonder mistakes occur.

tennyalad

lafemme51 wrote: »

Thanks hope you get yours sorted too. They just seem very slack at dealing with people's applications. Why they can't assign one person's case to one person to review is beyond me, instead they have numerous people going in and out of your file ticking off boxes. Can't wait for it to get to the underwriter for one person to sit down and review all the papers (they have told me one person deals with it at this stage).

It's data protection I assume, they can't assign all your details to one chap abroad to process. The reason it is separated is simply to protect your data, and each employee verifies just a section of your information for probably thousands of people. It's more secured that way. I believe underwriters are in-house or based in the UK.
That being said, the process does need improvement, I guess they will get someone around soon to redesign their workflow once complaints hits the roof.

lafemme51

tennyalad wrote: »

It's data protection I assume, they can't assign all your details to one chap abroad to process. The reason it is separated is simply to protect your data, and each employee verifies just a section of your information for probably thousands of people. It's more secured that way. I believe underwriters are in-house or based in the UK.
That being said, the process does need improvement, I guess they will get someone around soon to redesign their workflow once complaints hits the roof.

In branch they said this is dealt with at Glasgow. The postal address is Swindon if you post your papers and every single person I have spoken to has been English. The emails state it is in Glasgow too so I dont think it is being dealt with abroad.

I've been told I can request to speak to a mortgage advisor rather than the data processing people so on Monday that is what I shall be doing. Branch said of they were unhelpful the branch would ring for me to get through to a mortgage advisor.

Keith99

amnblog wrote: »

The location of the paperwork is irrelevant.


If a Lender tells you they don't have it then it may as well not exist.


The point I am attempting to make is that when we do a case with Nationwide the paperwork is automatically uploaded straight into the file so that does not go missing.


Keith is missing the point is saying 'in a simple case you don't need brokers'


Lenders have the facility to make any case complex if they, or the person dealing with them, does not know what they are doing.

Agreed they can always make it complicated but it is nothing a few calls can not sort out. I would rather have the extra money in my back pocket...