HELP!!!!Abbey Mortgage complaint in dec 2007and dont know where to go from here.

pcyam

Hi All

Back in Dec 2007 my parents mortgage package 9and not the second loan) was due to expire so I ran Abbey to find out what packages were available whihc we have never had a problem with before, and compared the rate with what was on the net and foudn they were reasonable. but was on hold for ages and ages, and rang back a number of times when I finally got through but it was only someone who was queue killing and taking numbers and would arrange for callbacks. As an employee and custoemr of abbeys I havent had problmes in the past (but understand what other MSE members have had to go thru since this situation), but the callback never materisalied so I rang back end of dec 07, and got through what packages was available, and he said that packages had recebtly changed so I made a complaint saying what had happened. Couple of days later gentleman rang back and said that he could backdate the percentage, fair enough I thought end of. ........ paperwork arrived and it was all incorrect it was going to charge my parents and early repayment charge and paperwork was going back and for for i dont know how many months, and the man who was dealing with it was trying everyhting he could and getting new contracts sent out but again each time it was wrong, so i mad :mad: and said this is not on, even though the percentage would be backdated my parents are at the moment paying over the odds on the standard variable rate and in the mean time using money to make payments where they could keep in a high interest account so therefore loosing money, and because of everything there would be a goodwill gestre made on top. Then out of the blue, summer of last yr he rang to say he was finishing with abbey and that someone else would take over. Nothing for a while so I chased it up, and the girl finally rang back, but she didnt have any details so luckily I kept a copy of all paperworkd sent to my parnts and faxed it to her directly. She said the reason for the incorrect paperwork was due to Abeeys system changing over from N&P to Abbey and it was no longer possible to change only the mortgage and had to group the loan and mortgage together and that because the loan was still in a package they would incur an early exit fee. But made the point that because abbey systems changed was no fault of ours as to why 1) we had to stay on the SVR or 2) exit early and incur a fee!!!! and also this was ridiculous how long it was all taking wassting time and effort and what was previously agreed with the other advisor (backdated % and any overpayments would be classed as capital repayments and also goodwill gesture)

So she went back and they said that they said they would backdate % and any overpayments would be clasedd as capital repayment and also there would be no exit fee and that this was the gesture of goodwill (but i said that this was not a gesture because this was their error in which I had incurred this fee)

Anyway, as its turned into a long post already, to cut it short the contracts which turned up continued to be incorrect or they never materialised when she said it would. Also, was told because of how it use to be set up the home insurance would be cancelled and she would get someone to contact me to change over the policy this workrd out to be more expensive, and she was to cancel the old policy but on the recent payment we noticed that there wasnt a change, when the new one was already in force. In the meantime reied to contact the complaints advisor and the insurance advisor and no one replied to telephone calls or emails. And then to receive a shocking letter from the mortgage dept with new contracts saying my parents to sign to go onto the SVR on the 2nd loan in may when it expires??? so I contact the executive office and was told there was never a complaint ever logged and was to send a letter to the complaints team again!!!!!

So where do i go from here as i am afraid that the complaints team would not do anything again,

I serioulsy dont know where to go from here, and it seems to drag on and on, and there is only so much I can feel for Abbey as a company and really dont want this to drag on anymore!!!!!!!!!

Can anyone advise me please what to do next, and if i contact the financial ombudsman would they listen as it has not been logged as a complaint on abbeys susyems??

Thanks for reading and any comments will be great.

Robert_Sterling_3

A bit too long for me.

pcyam

Robert_Sterling wrote: »

A bit too long for me.

sorri

in a nutshell, dec 07 made a complaint with abbey, to try and go onto a new discount package, and paperwork incorrect or missing for the last 12mnths and was told the insurance had to be cancelled and go onto another policy wihch worked out more expensive then received another mortgage contract saying something different again, and still not sorted so rang executive office and realised a complaint had never been logged officially.

ENYCE085

You need to log a formal complaint with Abbey first before approaching the FOS.

You can complain verbally to the Abbey and confirm to them that you are making a formal complaint. They will log the details and follow their internal complaints procedure. If they write to you and you remain unhappy with the response, you then contact the FOS.

pcyam

ENYCE085 wrote: »

You need to log a formal complaint with Abbey first before approaching the FOS.

You can complain verbally to the Abbey and confirm to them that you are making a formal complaint. They will log the details and follow their internal complaints procedure. If they write to you and you remain unhappy with the response, you then contact the FOS.

HI enyce085

I logged the complaint with abbet over the phone in dec 07, and they have been in touch with the complaint before, but when my parents received more paperwork putting them onto a different rate (standard variable rate) since them sending the correct paperowrk through afetr receiving about 6 wrong ones, I tried to contact the advisor but she has not replied to any phone calls or emails, so decided to contact the executive office and she checked and said nothing has ever been logged!!! So do i need to re-log it before we can go to the FOS as this has been outstanding for over 1yr. I have even got a copy of the letter sent originally by abbey to us when the complaint was logged, so i dont understand if it has/nt ever been logged offically.

TIA

Robert_Sterling_3

Thank you for your abbreviated version.

You will need to get the lender to confirm that you have exhausted the complaints system with them before you may contact contact the Ombudsman.

When presenting your case to Abbey I recommend that you cut to the chase.
Miss out items like how long you were kept waiting on the phone and get straight to the point.

What exactly has gone wrong?
What would you like them to do about it?

Cashpig74

Robert_Sterling wrote: »

Thank you for your abbreviated version.

You will need to get the lender to confirm that you have exhausted the complaints system with them before you may contact contact the Ombudsman.

Having said that, I've got in touch with the FOS about things and they've advised me on more than one occasion that I can lodge a complaint with them from the outset and they'll write to the bank concerned. After 8 weeks if I dont get a final response then THEY themselves investigate it fully.

They can start something for you though, give them a call.