GRR! Nationwide never recorded docs on my account

Legacy_user

Third week Jan, I had a remortgage appointment over the phone with Nationwide. As I was reducing my term from 20 years to 16, they needed my recent payslip along with the last month's bank transactions.

I sent both in the prepaid envelope which they send me a few days later. I received the originals back in the post around 29-30th Jan and the letter was dated 26 or 27th Jan. The letter said thank you for sending your documents and returning them. Then mentioned they have sent copies to the relevant dept to process my application.

On 2nd Feb, I received an email saying they want bank statements with my names on as I do online banking with Santander and they don't put the name on the printouts! So I printed the PDF files of what my bank statements would look like if I received bank statements in the post. Posted these on 3rd Feb.

Today 13th Feb, I got a letter from Nationwide with the 2nd lot of bank statements dated 4th Feb (9 days ago!) with the same wording as the first letter.

As the latest letter was dated over a week ago, I decided to ring them asking me for an update. Once I passed DPA, I was then told by the CSA, that they are still awaiting my recent payslip and the last 30 days of bank transactions.

So why have Nationwide sent back the original docs with acknowledgement letters without updating my application - TWICE?

i am fuming! I am worried that the application will still be in process on 1st March when the current deal runs out. I have no idea how much my mortgage payment will be on 1st March - no new deal or standard rate.

I have told them that if I have to pay standard rate and/or bank charges as I am very careful with my money, they should pay the charges. I have done everything right but they haven't.

The CSA told me to go to my local branch that they can scan them to the mortgage processing team in Swindon.

I went to my nearest branch, which is 10 mins walk from home on a parade of shops and drove to the next nearest one - 2 miles. Both of them took my docs - I have updated them as I got paid in the meantime and don't want anymore delays in the process and scanned them. So hopefully, one of them gets through to them.

I did e-mail the mortgage adviser that I originally dealt with and he told me to email them too.

So that is four lots of docs sent - two to branches, to the mortgage adviser and the first lot which were not updated.

I have requested in the 2nd e-mail to the m adviser that I want confirmation that docs have been received and applied into my application by phone (answerphone) or e-mail. As I cannot wait 9 bloody days again.

What else should I do?
Why didn't NW sent letters with docs back saying they have copied them and not bother to update my application?

The reason I am staying with NW is my balance is very modest - £23.9k - shared ownership. Other places are charging £1000-£1200 fee. Though the monthly cost is cheaper by £7 a month, I will be out of pocket by £580-£780 over five years

Madbags

Make a complaint. We had exactly the same issue as you and it lasted weeks.


As soon as we made a complaint, we got a response the next day and things progressed very swiftly from there.

Thrugelmir

ScarletMarble wrote: »

As the latest letter was dated over a week ago, I decided to ring them asking me for an update. Once I passed DPA, I was then told by the CSA, that they are still awaiting my recent payslip and the last 30 days of bank transactions.

Perhaps the scanned documents haven't been attached to your application record yet. A week isn't long.

Madbags

Thrugelmir wrote: »

Perhaps the scanned documents haven't been attached to your application record yet. A week isn't long.

We were always told to allow a maximum 72 hours for any documents to be processed once they have been received.


Trust me Thrug this is one thing Nationwide are incapable of from all the experiences I've heard. The team that deals with documents is absolutely shocking. All these brokers may be lucky but when you go direct to NW it's a whole different kettle of fish.

Alarae

We applied direct to Nationwide and they uploaded our documents within 24 hours - before we even received them back in the post! They did then proceed to only approve half of them and then totally stalled after that however one phone call to them and they escalated our case, the documents were approved in under 48 hours and our DIP was issued that day!

I know our case is slightly different as we were at DIP stage, but from what I have read they do full underwriting at this stage like a mortgage application so can be looked at in a similar fashion.

We have since requested a slight increase to the amount we will borrow and increased the amount of deposit as well which has gone back to a refer stage again - i'm assuming because they would need to see evidence of the higher deposit (as it is gifted). Nothing has been asked for however so I'm just waiting if we can go ahead with the slightly increased lending! If not we can thankfully get the extra funds from family and revert to our original mortgage offer but we would prefer to get it from the bank if we can! :beer:

I hope Nationwide sorts things out for you! I'd try giving them a call and escalating it if you don't get anywhere. Worked for us!

System

Thanks for the advice.

My mortgage adviser said in the e-mail he would make sure the processing team will get the docs which I have sent as PDF files. He would forward them to them directly if needed