Broker help! Is Nationwide experiencing tech issues or is my broker telling fibs again?!

katykins05

So after 3 weeks of hearing nothing from our broker; we asked her for an update but she didn't reply to our email. After a few more days of trying to get through to her, my husband called Nationwide directly and asked where our application was to be told that they requested documents from our broker 10 days prior and they were still waiting. Emailed the broker to express our dissatisfaction and asking what the delay was as she has the document they wanted. She said there had been a tech issue but she assured us she would send it straight away. Great! Only today my husband called Nationwide yo confirm they received it and they said no. Broker is saying she can't log on to do it but I'm not sure she is being honest. Can anyone advise if they have been able to access Nationwide apps this week?! Thank you in advance for your help. Its been ages since our offer was accepted and I am worried we could lose the house due to her delay of not sending thr documents when asked 😕 

K_S

@katykins05 Can't comment on whether your broker is experiencing issues or not but I can't recall any significant issues with the Nationwide Intermediary system in the past few weeks. Do keep in mind that I'm a one-person band so my experience might not be representative. Given the lack of updates and responses to emails, sounds like the broker is snowed under or has too much on their plate to be able to service their clients properly.

katykins05

@K_S thank you for taking the time to reply.  Yes I thought as much. Will politely ask her to prioritise sending it today given its currently a 6 working day wait for them to look at it  
Just out of interest, if they are just waiting on proof of deposit and valuation was accepted, are we likely to be close to the end of the process now? Hard searches were done two weeks ago so guessing underwriting has been done?! I have received no updates other than from nationwide themselves who said valuation was fine and they just want to see evidence of deposit. Feel very in the dark and not sure what to expect next? 

K_S

@katykins05 I'm sorry to hear about the experience you are having. I know nothing about your case so my guesswork would be pretty useless. 

Generally speaking, Nationwide are a bit slow at the moment and taking about 5-6 working days to pick up new documentation to review, so you just want to make sure that any pending documentation or information is submitted asap to get the application moving through the system. You can see the average service levels here https://www.nationwide-intermediary.co.uk/placing-business/service-updates to get an idea.

katykins05

Yes this is what worries me. Even if she sends it today it will be a week on Monday before they even look at it. If we hadn't called them we would still be none the wiser that they needed anything and that she hadn't responded to them. Im really cross if I'm honest but there isn't much I can do but keep checking with nationwide as she doesn't get back to us. 

C_N_

We've just spoken to Nationwide and we also had an IT issue with our ID checks. Our Broker says nothing shows on his system either. 

LostIt_ToBostik

We've done our application through a NW mortgage advisor and a couple of weeks ago she advised me there had been an issue on the system with uploading documents and ours had to be re submitted...Wouldnt have known if I hadn't called for an update.
We are now 16 working days since the application was submitted and the valuation on the property was carried out yesterday  - wouldnt have known about that either had the EA not told me!
Not heard anything about the valuation yet but guess it was only done 24 hours ago...
Like the OP, I'm worried they'll suddenly want more documents or something 🙈

kazwookie

Can you bypass the broker just this time, and send the documents direct to NW, if you have them?

katykins05

@kazwookie sadly not, nationwide said they have to come from her. I called them and they said that she has inputted an amount wrong with the deposit so once she does that everything is done. I specifically asked if the underwriting was done and if there were any other queries bar the deposit and was assured that everything else is there and once they have the figure update then they can issue our offer! Much relieved after hearing that. Ony downside is it will be at least 6 working days for them to look at it once she does it so a week on Monday at the very earliest 🙄

lonibra

Where do you all find these Micky Mouse MBs? Mine is an absolute gem - responds to emails the same day or next (7 days a week), always addressed any questions asked, kept us updated at every stage and once before the end of the week. That (or at least on the same lines) is what you should expect from an MB.