Poor Communication

Submitted my application online and received a mortgage number the next day with a link to track everything online. The following day I received a text message and an email to say I should receive the paperwork within 5 days.

Two weeks on and nothing arrived, so I phoned them and was told it looks like the application is "stuck" so they will give the underwriters a nudge and update me within 24 hours. They didn't, so I called again and was told that they are now waiting for me to return the paperwork - I explained I hadn't been sent any paperwork so they assured me it would be sent again.

No paperwork arrived but today I received a text asking me to call them. I did so and was told that the application has been declined because I applied online, but if I'd like to go and apply in branch then it will be accepted?! This has come nearly three weeks after I initially applied!

I'm going elsewhere now for the mortgage as I don't trust NatWest any longer.