mewickes's Review of Royal Bank of Scotland
9th Jul 2009
Overall Rating
- Telephone Banking
- Local Branch
- Customer Service
- Internet Banking
- Cash Point Facility
none
Bad Points
lack of communication
General Comments
Applied for a mortgage with Royal Bank of Scotland. They told me everything was ok and led me to believe that my mortgage application would be accepted. I waited 10 days and then phoned them to check. They had no record of my application. I went back in, filled out all of the forms again, took bank statements, passports etc. They said they would send it straight away to the mortgage centre. However, they had a "system problem" which meant they couldn't send the information in for 3 days. Then the fax system went down, so it was another 3 days before they could fax copies of bank statements. Then it took a couple of days before that could be scanned on to their system once it arrived at the mortgage centre. Then I had to wait for confirmation. Then they contacted me to tell me they had refused a mortgage because the Equifax report said I had an outstanding amount on a credit card which I hadn't disclosed to them. I hadn't disclosed it because it didn't exist. I obtained a copy of my Equifax report for myself - there was nothing on it about an outstanding credit card. They said I would have to go back to the branch and get them to send in an appeal. So far they have been unwilling to speak to me about it, and have not returned my calls.
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