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NATIONWIDE - best way to escalate after monumental credit file boo boo?
tuffjam
Posts: 17 Forumite
Afternoon all, I'm hoping for some advice.
My wife and I are in the process of selling our current property and buying a new house. Last week, through our broker, we applied for a mortgage with Accord.
All should have gone swimmingly - we both have reasonable salaries, enough equity to mean we only need 65% LTV and (we thought) excellent credit ratings. This is perhaps where we have been naive because it turned out when going for the DIP, Accord came back and said my wife is showing 2 'undeclared mortgages' totaling over £100k on her Equifax file!
We stupidly hadn't checked her credit files because she is so squeaky clean with her finance that we didn't think there would be a need. Let this be a lesson....
It turns out that Nationwide had failed to 'cap off' 2 old mortgages from 6 years ago when my wife bought her Ex out of the property. As such, although they aren't showing as being in default, they are just languishing on her credit file so it looks like she actually has 4 mortgage accounts with Nationwide when in reality she has 2 active in her name for our current property.
So, after some frantic calls to Equifax and Nationwide last Friday we are told that Nationwide needs to make a correction their end which will be immediately reflected in their feed to Equifax. We were told then that Accord just need to re-run the credit search and all should be good. Of course it wasn't...
Nationwide did delete the 2 erroneous mortgage accounts from the Equifax data but they also mistakenly deleted 1 of the active accounts! This came to light on Monday this week so of course this has thrown up another problem with Accord and we still can't get our DIP.
My wife has been on the phone for hours since Friday and is getting ill with the stress because she is worried we will lose the house we want to buy which we have both fallen in love with.
The person we have been dealing with at Nationwide has been polite and got action last week but seems unable to sort this latest !!!! up out and time is dragging on. Both issues, as far as we can tell are their mistakes. Are we wrong to expect it to be fixed without needing to constantly chase?
For info, both Experian and Call Credit reports are perfect and show the correct information from Nationwide.
Sorry for the rant. Any thoughts, advice how to get some action from Nationwide much appreciated. Thanks
UPDATE - don't want to speak to soon but the error now seems to have been fixed so we're back on the case with the DIP. Fingers crossed.
My wife and I are in the process of selling our current property and buying a new house. Last week, through our broker, we applied for a mortgage with Accord.
All should have gone swimmingly - we both have reasonable salaries, enough equity to mean we only need 65% LTV and (we thought) excellent credit ratings. This is perhaps where we have been naive because it turned out when going for the DIP, Accord came back and said my wife is showing 2 'undeclared mortgages' totaling over £100k on her Equifax file!
We stupidly hadn't checked her credit files because she is so squeaky clean with her finance that we didn't think there would be a need. Let this be a lesson....
It turns out that Nationwide had failed to 'cap off' 2 old mortgages from 6 years ago when my wife bought her Ex out of the property. As such, although they aren't showing as being in default, they are just languishing on her credit file so it looks like she actually has 4 mortgage accounts with Nationwide when in reality she has 2 active in her name for our current property.
So, after some frantic calls to Equifax and Nationwide last Friday we are told that Nationwide needs to make a correction their end which will be immediately reflected in their feed to Equifax. We were told then that Accord just need to re-run the credit search and all should be good. Of course it wasn't...
Nationwide did delete the 2 erroneous mortgage accounts from the Equifax data but they also mistakenly deleted 1 of the active accounts! This came to light on Monday this week so of course this has thrown up another problem with Accord and we still can't get our DIP.
My wife has been on the phone for hours since Friday and is getting ill with the stress because she is worried we will lose the house we want to buy which we have both fallen in love with.
The person we have been dealing with at Nationwide has been polite and got action last week but seems unable to sort this latest !!!! up out and time is dragging on. Both issues, as far as we can tell are their mistakes. Are we wrong to expect it to be fixed without needing to constantly chase?
For info, both Experian and Call Credit reports are perfect and show the correct information from Nationwide.
Sorry for the rant. Any thoughts, advice how to get some action from Nationwide much appreciated. Thanks
UPDATE - don't want to speak to soon but the error now seems to have been fixed so we're back on the case with the DIP. Fingers crossed.
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Comments
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Worth escalating anyway.
Follow Nationwide's complaints procedure.
http://www.nationwide.co.uk/support/contact-us/make-a-complaint0 -
As G_M stated,I will still lodge a complaint. Hope you get it resolved swiftly and DIP accepted
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Am i reading this correctly?
Its taken them a week to solve the issue and you think that is unreasonable?
People and companies do sometimes make mistakes you know.
Just like people don't bother to check their credit reports before storming off to get a mortgage.0 -
Mrginge, OP has already highlighted that they were naive not to have checked the credit report. How is your post of any benefit to the question posed?? These forums are here to offer advice and information not to criticise our mistakes. It's post like yours that made me hesitant to ask questions.0
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??? Have you had the same experience? Is this the start of a massive Nationwide trend?King_Slayer wrote: »As G_M stated,I will still lodge a conplaint. Hope you get it resolved swiftly and DIP accepted0 -
King_Slayer wrote: »Mrginge, OP has already highlighted that they were naive not to have checked the credit report. How is your post of any benefit to the question posed?? These forums are here to offer advice and information not to criticise our mistakes. It's post like yours that made me hesitant to ask questions.
Ah so this is the forum where we are banned from opinion is it.
Interesting that you feel we should not be criticising mistakes (which i wasn't if you read my post) but yet are happy enough to suggest putting formal complaints in to a lender when they actually go out of there way to resolve an issue within what any sensible person would say was a perfectly reasonable timescale.
Perhaps i may also be bold enough to point out that your attack on me for apparantly being unhelpful is equally as unhelpful under your logic.
If people post messages on a public forum then they cannot and should not expect every response to tell them what they want to hear. I am more than happy to provide a contrary opinion to a post, sometimes even just to play devil's advocate. Equally I am just as happy to be proved wrong, criticised and amend my opinion if i get a sensible and reasoned response. I am not going to cry off in a big sulk if someone tells me i'm wrong about something as I am a big boy and can take it as well as dish it out.
Hopefully you can find the confidence to post your questions in future.0 -
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This is MSE. Doses of reality are not acceptable, it's all the banks fault yadda yadda.0
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Am i reading this correctly?
Its taken them a week to solve the issue and you think that is unreasonable?
People and companies do sometimes make mistakes you know.
Just like people don't bother to check their credit reports before storming off to get a mortgage.
I think the issue is that they !!!!ed up in the first place (and second), not how long they took to resolve it. I would complain too0 -
I think the issue is that they !!!!ed up in the first place (and second), not how long they took to resolve it. I would complain too
Yeah, maybe, but I'd smile sweetly in branch, be polite and calm over the phone, and get it fixed before making a complaint.
Tends to get results better in almost any circumstance.0
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