First Direct Mortgage - Valuation Fee Charged Twice

papa_smurf_2

Hi - Like many others I took out the first direct mortgage, which despite many delays has now been opened.

As part of this process I had to give my credit card details to allow them to take a single payment of £99 for a valuation fee.

Fine, this is standard practice, however, I then receievd a letter for HSBC advising me that my credit card had gone over my credit limit - the reason being two lots of valuation fees had been taken - two days apart.

I naturally compained to First Direct who said they would look into it. I wasnt happy with this so I took the number of Independent Valuations, who did the work for FD & called them myself. They arranged for the refund to be done & I requested a call for a manager for an explanation & apology which never came..

Anyway 4 days later FD mortgage dept finally called to see what the problem was. I explain, again, and his answer was well ok we're sorry but we are busy and mistakes happen.

I wasnt very happy with this answer and asked for the issue to be escalated, so I've been told I will recieve an apology in writing. I'm just wondering what your thoughts are? Surely a bank should be devestated to find a company working on their behalf has made (as i since found out) a number of similar errors.

Is a written apology the best I can expect? they have offered to cover any credit card charges I have but I just felt the issue wasnt awarded the profile it should have been.

So beware anyone with a FD mortage be sure to check your statements!

Sooler

They made an error, they refunded and covered your incurred costs. Standard practice.

Poor they made the error but can't see any point in fussing over it.

neil9313

papa_smurf wrote: »

Hi - Like many others I took out the first direct mortgage, which despite many delays has now been opened.

As part of this process I had to give my credit card details to allow them to take a single payment of £99 for a valuation fee.

Fine, this is standard practice, however, I then receievd a letter for HSBC advising me that my credit card had gone over my credit limit - the reason being two lots of valuation fees had been taken - two days apart.

I naturally compained to First Direct who said they would look into it. I wasnt happy with this so I took the number of Independent Valuations, who did the work for FD & called them myself. They arranged for the refund to be done & I requested a call for a manager for an explanation & apology which never came..

Anyway 4 days later FD mortgage dept finally called to see what the problem was. I explain, again, and his answer was well ok we're sorry but we are busy and mistakes happen.

I wasnt very happy with this answer and asked for the issue to be escalated, so I've been told I will recieve an apology in writing. I'm just wondering what your thoughts are? Surely a bank should be devestated to find a company working on their behalf has made (as i since found out) a number of similar errors.

Is a written apology the best I can expect? they have offered to cover any credit card charges I have but I just felt the issue wasnt awarded the profile it should have been.

So beware anyone with a FD mortage be sure to check your statements!

FD IMHO are one of the best banks, you must be right near the end of yr CC limit, an accident waiting to happen!

papa_smurf_2

Thanks for the feedback - I agree FD appear to be a good bank but my disappointment was with their speed and level of response to the issue.

As for my credit card limit - I'm fortunate not to have any issues on that score, but I manage my cards to get the most out of them. Its a 0% card so naturally its maxed out so my money can earn interest elsewhere in true MSE style..!