how long does a simple calculation take? (Northern Rock)

Member Name: VICKSMIKEY

Product:	Northern Rock
Date:	02/09/05 (672 review reads)
Rating:

Advantages: Good rates, one of the best on the market

Disadvantages: Painfully slow to do the simplest task.

We bought a house recently and used Northern Roack through a local broker. Everything was going ok until we told them that my partners wage was going to increase and they said they would recalculate it. This meant we could put an offer in for the house we wanted. Which we did! All they has to do was do a small calculation of his new hourly rate multiplyed by the hours he worked in a week. Sounds simple you may ask, no, it took them 4 weeks to do this calculation. I did it myself on the calculator and it took me approx 4seconds. We were on the phone to them and our broker every day for weeks, right up until the day before we were due to get the keys for our new house (that hadnt yet been paid for by Northern Rock). At one point I phone one girl in tears and practically begged her to do this MINOR calculation, she said she was too busy and as it was 4.55pm they were about to shut for the weekened! If you have bought a house yourself you will understand the stress at this point!
Overall they are a good company to deal with on any other issues, we had to take a one month mortgage break recently and this was fine, but the experience in the beginning was just about enough to send us over the edge!!

Summary: Good enough company, need to improve their customer service better and prioritise their work better.