Extremely unprofessional and *********** service!

<p>We app**** for Pre-Qualification with Betterlife Home Loans in February 2017. </p> <p>Lucy Naidoo sent us our pre-approval certificate with our amount approved for.</p> <p>On the 29th of March 2017, we made an offer on a property and through Lucy Naidoo app**** for the bond. The offer was for much less than the value we were pre-approved for.</p> <p>The offer to purchase contract expired on the 14th of April 2017.</p> <p>On the 4th of April Lucy requested additional documents from us required by the bank. As I understand, this moves our application at the bank back to the end of the queue. </p> <p>During the process, I have had to contact Lucy to receive progress feedback, receiving none from her, until the 12th of April on which she sent me an email saying that the banks have declined our loan based on affordability. (The message from the banks have been sent to her on the 10th of April already) She also asked us to go through the expenses sent by the bank and to correct it. </p> <p>I went through the breakdown of expenses and clearly there has been a mistake as our cars are paid off, current home loan payment R2000pm (we pay all our extra money into this account at end of each month), our credit cards are paid off, we have one clothing account that gets deducted from my wife's salary at R800pm. So, our debt is really low. But, with the 14th of April also being a public holiday, it was too late to correct any expenses and send back to the bank!!</p> <p>Therefore, we lost the property as there was another purchaser in line.</p> <p>So, we got declined after being pre-approved, what is the function of Betterlife Home Loans? It would have been so much easier just to apply direct at the banks.</p> <p>Why did we have to correct the expenses? We have sent through all our income and expenses with the pre-qualification documents. Why did they differ and why could Lucy not correct them after she received the email from the banks?</p> <p>Why did we have to send through additional documents on the 4th of April? These should have been asked for at the beginning of the process, before the application was sent to the bank. This prolonged the application process.</p> <p>Why did I have to contact Lucy during the process to receive updates? She did not even phone me once during the whole period. When I phoned her, half of the time she was not available or on leave, why couldn't another consultant assist us?</p> <p>Why did we get pre-approved and then get declined by the banks for a much lower amount? Are Betterlife Home Loans not aligned with the banks?</p> <p>This was overall a very bad experience and will never be using or recommend Betterlife to anyone in the future!</p>