West Brom Delay - What Can I do??

dprice

Looking for advise please.


We appear to be getting nowhere and nowhere fast.


I thought it would be useful to jot down the timeline of events as I see them, which unfortunately doesn't make for pleasant reading.


I'm really not sure where this goes to from here? either to be escalated and or raise a formal complaint with West Brom.


From my point of view West Brom were far to lax and slow in raising issues with my Wife's ID. Since full updated ID has been provide they have again been very lax and slow in issuing the full mortgage offer.


I was looking to remortgage on the 1st August after my previous mortgage expired. Unfortunately this was missed and it appears this may drag on to another SVR payment next month. Every day West Brom delay the process is costing me money.


What can we do? I continued to chase the broker daily.




11/04/2017 – Spoke Mortgage Broker to request meeting about re-mortgage.


27/04/2017 – Met with Mortgage Broker to start re-mortgage



08/05/2016 – Lender agreed with Mortgage Illustration provided


17/05/2017 – All documentation provided by this date


31/05/2017 – West Brom performed Credit Check – Highlighted on experian


1/06/17 – Signed Decleration and Direct Debit Form. West Brom Requested latest P60 which were provided.


01/06/2017 – LMS Confirmed Solicitors, solicitors made contact and initial client letter completed and returned.


6/07/17 – Advised Waiting final underwriting checks for mortgage offer. Fuller offer should be granted 10/06/17


11/07/17 – Chased for an update


18/07/17 – Chased for update.


18/07/17 – West Brom requested further ID for the wife. They would not accept driving license in maiden name as marriage was over 6 month old.


18/07/17 – Updated Driving Licenses sent to DVLA.


19/07/2017 – Pension Statement and Halifax current account statement produced in branch sent over and confirmation this was forwarded to West Brom.


28/07/2017 – Updated driving license in Married name sent to Mortgage Broker and confirmed sent to West Brom.


31/07/2017 – Previous mortgage expired, moved to SVR with current lender.


01/08/2017 – Chased for update of full over.


02/08/2017 – Chased for update of full offer.


03/08/2017 – Advised escalated with regional manager – will action on 04/08/2017


04/08/2017 – No action from West Brom, suggested Monday 07/08/2017


07/08/2017 – No action from West Brom


08/08/2017 – West Brom debating the wife's Bank statement is an online bank statement. Clarified the statement provided was printed at Branch by Halifax as the wife doesn’t receive any paper statements.The statement provided clearly states at the top right of the document that it was printed by branch.


Later that day lender confirmed the pension statement provided on the 19/07/2017 will suffice.


09/08/2017 – Chased for update of full offer.


10/08/2017 – Chased for an update of full offer. West Brom Advised broker a response would be completed today.


11/08/2017 – No action yesterday as promised. Requested regional manager and West Brom are contacted again.


14/08/2017 – Broker confirmed West Brom had been in contact to request that Mortgage Broker put in to writing that they had met the client in person. Action and responded by Myriad.


15/08/2017 – Chased for an update of full offer.

Updated (21/08/2017)




15/08/2017 – Chased for an update of full offer. Broker needs to speak to underwriters.Underwriters unavailable till tomorrow.Underwriters were reminded all ID’s were in place.


16/08/2017 – Chased for an update of full offer.


17/08/2017 – Chased for an Update. Broker said underwriters sill questioning ID’s.He has raised a complaint.


Spoke to his colleague separately. Broker (I have been dealing with) have known since the 8th that West Brom will categorically not accept the statement provided in branch.Fortunately I got my wife to order a statement on 11th August – hopeful of receiving tomorrow. Client should have been advised on the 8th whilst broker took up the issue direct with West Brom.


18/08/2017 – Sent Halifax statement for wife which was posted to home address to Broker. Advised sent on to WB.


21/08/2017 – Chased for an update of full offer. Advised electronic full offer will be produced within 24 hours.

tom2205

This appears to be a delay from your broker to be honest. It should have been escalated by the broker to West Brom much earlier and there is quite a few sizeable gaps in timescales of when things have been done.

dprice

tom2205 wrote: »

This appears to be a delay from your broker to be honest. It should have been escalated by the broker to West Brom much earlier and there is quite a few sizeable gaps in timescales of when things have been done.

Yes I was under the impression the issue with the ID's should have been highlighted much earlier by the broker.


Now ID's all in line we are still dragging along.


How do you suggest I move this on to a conclusion? I call the broker ever day and mostly get a response he is chasing WB or speaking to manager or something else, which feels a bit slack.

amnblog

The ID issue could have been dealt with day one, yes.


Unfortunately, however, most brokers will have a case from time to time where the Lender goes into meltdown and the case becomes a fiasco which the Broker cannot influence no matter how they try.


This sounds like one of those cases.


I would hope that this Broker has already climbed all over West Brom and registered his/her concerns.

dprice

Yes, you seem to have hit the nail on the head here.


Broker as far as I am told is all over them.


I will continue to bug the broker.


Thank you for your insight.

amnblog

Unfortunately this looks to me like it is out of the Broker's control.


He/she is most probably being let down by the Lender every day regarding progress and feedback.


That does not help you to conculsion, but may help you see where the issues are.

Thrugelmir

Why the particular interest in your wife?

Why were you asked to produce a pension statement?

Sounds as if your application has been referred upwards for consideration. Possibly now not a single persons decision.

dprice

Thrugelmir wrote: »

Why the particular interest in your wife?

Why were you asked to produce a pension statement?

Sounds as if your application has been referred upwards for consideration. Possibly now not a single persons decision.

Previous mortgage was in my name and wifes maiden name. We got married just over a year ago.


Most of her ID was still in maiden name. We were told they wouldn't accept maiden name ID with Marriage certificate as marriage was over 6 months ago.


Her annual pension statement was in Married Name, we were trying to use that as one of the 2 ID's required.


Caused no end of issue. Ideally we should have been advised to apply as maiden name - or very earlier on clearly advised to get certain ID and names in order.

dprice

Found out on Thursday 17th that West Brom had told the Broker on the 8th they wouldn't accept ID of printed bank statement (Printed by clerk in branch). WB require that it is a bank statement sent to home address. Broker only advised us on the 17th that this was an issue still, instead of asking us to just get a postal bank statement he was trying to argue and persuade WB to use the in branch print. Another 10 days lost +



Broker blaming WB but clear issue with the Broker.


He should have advised us to get a postal statement much earlier and at the very least on the 8th whilst he argued the toss with WB.




15/08/2017 – Chased for an update of full offer. Broker needs to speak to underwriters. Underwriters unavailable till tomorrow. Underwriters were reminded all ID’s were in place.


16/08/2017 – Chased for an update of full offer.


17/08/2017 – Chased for an Update. Broker said underwrites sill questioning ID’s. HE has raised a complaint.


Spoke to his colleague separately. Broker have known since the 8th that West Brom will categorically not accept the statement provided in branch. Fortunately I got my wife to order a statement on 11th August – hopeful of receiving tomorrow. Client should have been advised on the 8th whilst broker took up the issue direct with West Brom.


18/08/2017 – Sent Halifax statement for Wife which was posted to home address to Broker. Advised sent on to WB.


21/08/2017 – Chased for an update of full offer. Advised electronic full offer will be produced within 24 hours.