Terrible service from Halifax on Re-mortgage

Rock_fan35

I'm an existing Halifax customer looking to remortgage and free up some equity for home improvement. I settled on a good fixed rate deal from Nationwide, but first contacted Halifax for the exact amount currently owing to them.

I got through to Halifax who were keen to hear about the deal I was contemplating. I was asked if I'd considered staying with Halifax. I replied that none of the offers on the web came close to matching what I'd found elsewhere. I was persuaded to speak to an advisor anyway. I agreed - what was the harm.

After listening to about 30 seconds of musak, a lady answered and said all the advisors were busy - could they call me tomorrow? I though it odd that she had managed to answer the call just to say there was novbody there to answer the call!

I went along with this and got a call back next day - right on time.

After taking my details the advisor quoted a figure of £345 over 19 years. I explained that I wasnted to extend the term to 23 years to get the payments to a comfortable level.

He calculated the amount to be roughly £296 - a figure I was happy with. He said I should sign and return the paperwork when I got it, and enclose a letter explaining I wanted the term to be 23 years.

Strangely, he also asked for a copy of a recent utility bill to confirm my residence - odd that since my mortgage has been with them for over 5 years.

Paperwork arrived and guess what - the monthly amount is the £345 quoted, but the period is 23 years not 19. This is not what I was told on the phone. It's £40 a month more than Nationwide!

I'm holding back my thoughts on why this individual said what he did on the phone, buf a strongly worded complaint will be on it's way very soon, as will my Nationwide application!

I'd be interested to hear if this is a one-off, or if others have had similar experiences.

Rant over!

steve

magentadreamer

I'm with the Halifax and remortgaged in the summer with them - no problems at all. BUT their insurance service is lousy! I paid for their contents/buildings insurance for years till at the begining of Jan I decided enough was enough I rang them and was given what I thought was a reasonable quote to stay with them -they added no claims discounts etc it was a little bit higher than the quote I'd got else where but having made one claim on the buildings 8 years ago - no hassles I thought I'd stick with the devil I knew! Haaaaaaaaaaaaaaa! it turned out my reasonable quotes were for the rest of my insurance period ie 9 months till next renewal date and not over the year. My net saving was 75p a month. I rang them did the muzak thingy then was fobbed off then did the lets have a relook at things quote was even higher! a rejig and it was £30 cheaper. I decided enough was enough and found a policy that was the same excess but gave better cover and some £200 a year cheaper. I had great satisfaction in terminating my insurance with them. My work mate did her's tonight and is some £260 better off!

silvercar

When we were with the Halifax they persuaded us to do a review after the fixed rate ended. After supposedly great analysis on their part they could reduce our rate from 6.5% to 6.49% and couldn't understand why we weren't happy.

We moved to a rate of 4.8% with the Coventry. Every time I go in to the Halifax they ask if I'd like a mortgage review. I tell them I will when they offer existing customers the same deals they offer new customers.

Marsh_Samphire

Wow, Steve, you managed to actually speak to a mortgage advisor! I have been trying to speak to someone since Monday and they are "too busy". I was on hold for ages on Monday and then when I finally got through to a mortgage advisor, she told me the system shuts down in 5 minutes so we wouldn't have time to discuss anything. She then offered to call me back at 6pm on Tuesday and I'm still waiting. At 6pm tonight I went on their website and requested a call back and the phone rang 10 seconds after I hit the button!!! But the man who rang said they were not allowed to put anyone through to the mortgage advisors because they were too busy, could he make me an appointment at a branch. Well, no, I'm disabled and that's why I wanted to speak to someone on the phone rather than spend a whole morning getting to the nearest branch in the city. He said I could try calling back tomorrow evening. Great service.