q. re changing direct debit date on mortgage

col32

Hi guys, my husband and I have a repayment mortgage which we'd been paying without any problems, until he moved jobs and his pay date changed from the middle of the month to the 1st. Our mortgage payment is due on the 22nd.

At first, they said we could only change the payment date to the 1st if we made an extra interest payment, which at the time we couldn't afford, but started saving up for. They agreed to set up a temporary direct debit for us for the 1st. After a while, they started saying that because the date we wanted meant that the payment would go over to the next calendar month, we would have to make an entire month's mortgage payment - so essentially we'd end up paying our mortgage about 3 weeks in advance. There is no way we could afford this, and it means that we've ended up having to phone each month and pay by debit card.

TBH, I could live with this, but for the fact that every time I phone, I have to explain the whole story again to them, and we are treated like bad debtors who don't want to deal with it. It's frustrating and has been upsetting in the past. Plus, in spite of our repeatedly telling them the situation, they phone us constantly between the 22nd and the 1st when I call to make the payment. (I have caller display and I no longer answer when I see it's them)

My question is - is this normal practice? I did a search and found someone who had been charged for changing their mortgage DD, but there were no details about what that was. It just seems like our mortgage company are going out of their way to make things difficult for us, and although I've never done it, I can see how people would end up avoiding making the call.

I'd appreciate any advice - even if it is just to say "yes this is normal"

Thanks.