Oct 20, 2009 9:56 pm
We received pre-approval a while back and it runs out on 2nd November. I have been dealing through the mortgage centre over the phone and have been assigned to the lady that we first spoke to and put through our application.
Everytime I try to call, she is either not there or unavailable and no one else will help us, they just say they will get her to call us back or to e-mail her. I never receive any return phone calls.
2 weeks ago our builder sent through the contracts and I sent through the updated payslips. I have been trying to contact her via e-mail and phone to see if she has received all necessary paperwork as I'm sure they need other things, and to see how the loan is progressing. Well of course, I have not received any contact back from her, so have no idea where we stand at the moment.
Now, I just receive an e-mail to say that she will be out of the office from today till 6th November!!! And that's it, no person to contact while she's away or anything. I'm now stressing as I'm a week off giving birth and was hoping to have all the paperwork sorted before having baby, but not a big deal really, but the fact our pre-approval runs out on the 2nd and she's not back till the 6th and I have no idea what is going on with our loan, or even if they received all the documents that were sent through.
No one else wants to deal with us when we ring up as they say it's her loan and we need to deal with her.
I don't need this crap right now. I've just e-mailed the main e-mail address for the homeloan centre and complained and will ring again tomorrow to see what the hell is going on, but what else can I do???
It's so effin rude of her not to return my e-mails at least and let me know the status before going away.
Re: stupid bank, what to do now??2
Oct 20, 2009 11:06 pm
hmmm, me thinks she doesn't want your business, or doesn't care.
Def contact bank directly (even in writing) and get a name - even if it is a person who says you MUST deal with broker. Then call broker's business and make efforts with a new broker. Failing that, go to another broker all together and start over. I know it's a hassle, but seriously, I think your loan is at risk with a company like that anyway...
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Re: stupid bank, what to do now??5
Oct 21, 2009 5:18 am
Sounds as bad as my lender - Homeside...part of NAB... send a registered letter to the CEO... NAB (for example) has a "help" line which is no help at all... no authority to do anything, and no way through to talk to someone in authority... definitely a registered letter with the facts you detailed above.
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Re: stupid bank, what to do now?? update6
Oct 21, 2009 1:13 pm
grrrrr. i have just been on the phone with westpac and spoke to a really helpful guy. He said that nothing has been put forward by the other lady, but that they have someone there who is able to get into her e-mails while she is away and get the info they need, like the building contract which was e-mailed to her twice 2 weeks ago!!!!!!
No wonder she hasn't answered any of my e-mails, I'd be surprised if she checks them at all.
I'm fuming and have now had to get my builder to re- submit the building contract to this other guy to make sure they get it and he is going to call me as soon as they receive it.
I told them that if it wasn't sorted out soon that I will be taking our business elsewhere and that includes the loan already with them for the block. This guy sounded onto it though, so hopefully we get somewhere now.
I don't know what planet this other lady is on. When we originally put the application in, she called me a few days later to say that it was knocked back as we needed to come up with an extra $70k and had to pay $24k mortgage insurance.
I happened to look up our application number on their tracking thing and we had a pre-approval for the amount we needed, so I was a bit confused and called and spoke to another lady who actually helped me, (should have gotten her name) and she couldn't understand why we were told that, as we had the pre-approval for what we wanted, and we only had to pay $10k in mortgage insurance.
Someone hasn't been taught her job too well by the looks of it.
So how long does it normally take to get the application through from here??? They have all the paperwork they need and it's all pre-approved, so I'm guessing they will run it through credit again, get a valuation and send it through for LMI to be approved... is this right???
Re: stupid bank, what to do now?? update7
Oct 21, 2009 1:41 pm
OMG You poor bugger, this sort of thing is becoming all too regular these days and is simply not good enough.
I think it's about time MORE and MORE people started complaining about this sort of service.
I feel for the position your in, I have no advice im sorry, but understand you certainly don't need this stress
when you are about to have a baby.
Best of luck with your impending birth.
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Re: stupid bank, what to do now?? update8
Oct 22, 2009 4:17 pm
At current our broking time frames are up to 7 days after we fax the deal in until it gets processed by a human (not a system).
It can be another day or 2 until this is finalised and all documents required are in and the deal is sent to credit. (it seems that you are at the 'human has the deal stage')
Once with credit Westpac have a pretty good turn around time 24-48 hours. We had one today that was referred to credit this morning at 930am and we had a decision back by 2pm this afternoon. This will in your case I imagine a full assessment with the decision subject to valuation etc.
This stage SHOULDNT take too much longer if they have humans looking at it. Keep an eye on it in tracking. (I know Westpac tracking can be interesting at times with the shorthand text. BUT it is one of the more transparent tracking systems among the lenders).
You have put all of your information in PRIOR to the preapproval end date. They still need to validate and re-service your incomes against the interest rates as at todays date however.
Just keep checking tracking and if need be contacting the Lending centre to query.
In circumstances like this it helps to have a branch lender or a broker because they can do the following up and tracker watching for you. As long as you have adequate finance dates in place you have room to move.
If you get no joy over the next couple of days from anyone you are contacting in there let me know and Il send some emails off on your behalf to try and clarify for you.
PM me if you havnt heard anything by next Tuesday if you like Rizzo.
Re: stupid bank, what to do now?? update9
Oct 22, 2009 4:27 pm
Thanks Trent. I checked the tracking thing last night and it came up with terms and conditions documents sent and it has since been updated today, but not sure what for.
I can't believe the rep we were dealing with had all this information in her e-mail, and hadn't put it forward to anyone, I don't even know if she opened it!!! And that was for 2 weeks. It's sort of lucky she went away as now I get to speak to other people who seem to know what they are doing.
I have been checking the tracker everyday since I knew the builder sent the contracts off, and nothing, and then as soon as she goes away, and I deal with someone else, it is updated straight away!!
Re: stupid bank, what to do now?? update10
Oct 22, 2009 4:32 pm
Rizzo.. Can you click into the 'view comments' button on tracking?
If you can do that copy the comments and paste it into a Private Message to me.
The Terms and Conditions is something that gets ticked of 'as a matter of process' but doesnt necessarily mean the deal is progressing through the 'humans'. My apologies for my terminology. It keeps it easy to understand.
Re: stupid bank, what to do now?? update11
Oct 22, 2009 6:54 pm
We had issues with Westpac and our mortgage. There were many issues once the money had been issued, some of them were fundamental (like not linking the savings account to the mortgage account for an offset mortgage) and several others things not done or done incorrectly by them.
The mortgage advisor (ie employed by westpac) suddenly was not the helpful person he was before the mortgage was all signed up.
Plenty of email went out, lack of response (sound familiar?) - After 2 months it took a 3 page complaints letter detailing what had happened, to get a call from someone who actually did something. She manage to retify most of the issues instantly, and bit longer for the others. I also requested & got the annual mortgage service fee refunded (as well as all the amounts they should not have charged us) given the poor level of service received.
Hopefully you will get it all sorted out much quicker.
Re: stupid bank, what to do now?? update12
Oct 22, 2009 7:03 pm
alternatively go into local branch, ask to see manager, tell him/her the situation, then start breathing very heavily with hand on belly (I know it paniced a 'P' plater who bumped the back of my car when I was 36wks and I lost my breath).
Letting them see the urgency of your request
(all the best for the birth)
Re: stupid bank, what to do now?? update13
Oct 22, 2009 9:27 pm
lol 4 walls, might do just that
Trent, no I can't access any view comments button.
I did have a missed call and message on my phone from another lady saying she was meant to processing my loan for her collegue who is on holidays, but she was gone when I called back. I started dealing with a guy yesterday who said he would help me out seeing as this other lady had gone away, so now I'm not sure who I should be dealing with as I have been keeping in contact with the guy I spoke to yesterday.
I have a feeling there is a bit of miscommunication between them in the mortgage centre.
Anyway, I'm going to go to the nearest branch tomorrow and speak someone in there and see if I can get them to help me out. A bit of face to face communication might be easier (or not lol)
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