Nationwide Nightmare- help needed!!

seacee

I am a first time buyer who is buying a house in Scotland.

In my error I have applied to Nationwide online as they hold my deposit ISA and I've been a customer for 13 years. After my application was processed I went into branch with all the relevant documents- I have now found out that these were incorrectly scanned onto my application so I have had to return to branch to re-scan these on. I was informed by branch staff that the call centre are open between 8-8 Mon-Fri but the new business team is only open to 6pm and I work until this time.

I have now received various emails for a mailbox I cannot reply to and I have questions regarding the valuation etc but have no one to speak to about it.

Need some advise- should i give up and apply again with another provider who I can speak to? or will the application searches look bad on my credit file and result in a rejected application.

Has anyone had experience of taking Nationwide to the Ombudsman? Is it easy? I'm just so frustrated in the service just now- asked to make a compliant but again no one cares enough to call me back.

Angie_B

Can you not call the team during your lunch break?

Beyond a mistake with associating the scanned docs to the wrong file, I cannot see that Nationwide have done anything wrong here.

Is there more to this?

jaxkesa

Why would you want to take them to the ombudsman? You say it was your error for applying online.

seacee

Their staff have given me incorrect information about opening times and it was a member of NW staff who has not scanned in the documents I gave them correctly- it has now caused me an extra 4 days on my mortgage application. I struggle to get a signal in my work to call on my break and cannot call during working hours.

The customer service when I have called in to speak to someone has been awful. The woman was rude and unhelpful- wouldn't even give me her name!

They emailed me to inform me of their staff's mistakes but I cannot reply to the email and the contact number isn't available when I am so I feel stuck- just looking for help as MSE has always been great before.

libf

Can you not deal with the mortgage adviser in your branch instead of the call center?

seacee

I spoke to the branch when I sent in the missing docs again but as the application has been done online they can't deal with it apparently. I asked about doing a new application as I'm getting no where with the call centre but they said it might look bad on my credit file as it does the check twice.

zarf2007

seacee wrote: »

I spoke to the branch when I sent in the missing docs again but as the application has been done online they can't deal with it apparently. I asked about doing a new application as I'm getting no where with the call centre but they said it might look bad on my credit file as it does the check twice.

take half a day or a day off work. Considering that its probably the biggest investment of your life it might be worth it to sort things out.

seacee

Do you think I can claim some money back from them for taking time off? As its not my fault it should all have been done!

I can't really afford to just now as all my holidays are used up for moving and going away at the end of the year.

I think I'll need to could take it off my overtime as time back to get it organised but I need the money to cover solicitors fees/ moving costs etc.

libf

No, you won't be able to claim time off back. Better to try to organize with your manager to work late one night in order to leave the early the next or something like that.

And tbh it sounds like you're stretching yourself too thin to get this mortgage if you'll have problems paying things by reducing your overtime...

somethingcorporate

How do you manage with doctors and dentist appointments?

It's a very important decision, you should make space in your diary to accommodate it.

amnblog

You obviously applied online because you were not in an ideal position to have a face to face meeting.


Most brokers and other lender options will not work in the way that suits you.


You need a true online broker - not one that professes to be online but requires you to have long telephone calls during working hours.