Personal Loans (Northern Rock)

Member Name: griffy

Product:	Northern Rock
Date:	03/07/06 (534 review reads)
Rating:

Advantages: interest rate if you can get the documents

Disadvantages: extremely poor & apathetic service

I made an internet application for a loan with this company, the web site stated that I would receive documentation within 48 hours, as I made the application fairly late on a Wednesday, I was noy unduly concerned when no documentation had arrived by Saturday. When Monday arrived with still no documentation, I contacted them to say I had received no documents, their call centre employee told me "there no problem, your loan has been approved you should have the forms in the next day or so". The following Wednesday (1 week later) I received a call from them to ask why I had not returned the signed form, I told the lady that I had received no documents, she said that she would re send them, and I would have them by Friday. Guess what on Friday, still no forms, I contacted them once again, I was told by a male member of staff that he would personally send the forms to me, by special delivery, and I would have them the following day. Surprise surprise no documents arrived on Saturday, and not even by the following Monday. By now I am concerned, as there are now THREE sets of forms containing my personal banking details floating around some where. I contacted Northern Rock no less than five times on Moday in an effort to sort the matter out, I explained to them that due to the call the previous Monday, in which they assured me my loan application had been approved, I had placed a deposit on a vehicle, that the deposit was valid for seven days, and that if the situation could not be resolved soon that I would probably lose this deposit. Their response was "we'll send out the forms again" I asked tham what made them think that a fourth set would fare any better than the previous three, and I asked if they could perhaps fax or email them, even to my local branch where I would attend with any amount of identification and sign the forms, I was told "this is not policy sir", I asked for a supervisor to ring me back, I was assured on two occasions that one of their supervisors would ring me, I received no call on either occasion. I eventually rang again later on Monday, to ask why I had not been contacted, only to be told that they had sent another set of forms to me instead!!!, this was now becoming farcical, I asked again if one of the senior staff could ring me to sort out this situation. much later after 5 pm I received a call from a supervisor, who wanted to send yet another set of forms out to me, I told her that this was not accdeptable, and that I was extremely unhappy that three and possibly a fourth set of forms had been dispatched containing my personal bank details, and that of my wife, were missing somewhere, she had the audacity to tell me that no-one could do much with them!! I have investigated more bank account fraud where the only detais they have are the account number and sort code, and obtained goods and services in that persons name, than I care to remember. What inane comment to pass. She told me they have done everything to "HELP" me, when I asked what had been done she replied "we sent out the forms", yes and lost them three times!!! so basically nothing then. She then had the i'll conceived plan of blaming the post office, only one fault with that plan, we had received local national and international mail within the waiting period. when I suggested that they just possibly could be at fault, ie three letters only from them that had not arrived when all other mail had, she wanted to end the conversation very quickly, her parting shot, " I've already told you we will send out new forms"

My advice, dont bother with this company.

Summary: extremely poor service, even worse customer service.