The system is designed to alert brokers and clients of the completion of each stage of the case via e-mail and text.
However, a broker has claimed the tracking system has failed in its aim and accused Nationwide of neglecting to keep cases up-to-date, or not putting them into the system.
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The broker stated this was a continuous issue that he had alerted Nationwide to on several occasions. He said five of his cases that completed in June last year had not been updated on the system until last week and added: “A problem is when it updates a batch of cases like this and people start getting e-mails. It’s alarming for clients. One e-mailed me and was extremely concerned about it, thinking he was the victim of fraud.
“The system was supposed to lift the burden from its call centres and allow it to process calls better. However, you just end up ringing constantly to find out what’s going on.”
Tamsin Hemsley, spokesperson for Nationwide, said: “As far as we’re aware there in nothing wrong with the system. We have never come across this before. However, we will carry on investigating it.”
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