Egg mortgages

Sally_C_2

Hello,

When I got my mortgage from Egg eight years ago they retained some money as the surveyor felt that structurally it wasn't worth the price I had agreed with the vendor. The main issue was the state of the roof. A few months ago I decided to do extensive work on the kitchen and wanted to release the retention monies as I had paid for a new roof. I was told that was fine, just send us the invoices from the roofer and we can release the money. A glitch with kitchen planners meant I decided to wait a while. A few months down the line and things have changed and the service I've got from Egg has been appalling. I asked for the retention money four weeks ago and since then I've been strung along without anything actually happening. I was told a letter was sent 9/4. Nothing came. I was told the matter would be 'escalated' 17/4 - nothing happened. I was told a letter to be sent in 24 hours on 22/4. Nothing came. Has anyone else had problems? And have they resolved them? After pointing out to someone this morning that this is my sixth phone call in four weeks trying to find out what the hell is going on and to be told that I would be called back at someone else's convenience has thrown me into a frustration that I haven't felt for some time. I've been told I need to pay for their surveyor to come and assess the value of the house. Unless the value of the property has dropped by more than half in the last 12 months it's not as if they're anywhere near negative equity - so what gives? I'm only asking for £4K.