Halifax remortgage - they messed up and now I'm in arrears!

sars_22

Can anyone help advise me of my rights...

I arranged a new fixed rate on my exisiting mortgage with Halifax in late June as my previous fixed rate ran out in Feb 09. During the telephone call when I accepted the new rate I was told that although the mortgage would start on 1st July I would remain on the SVR for July and the new rate would start August 1st as I had missed the DD cut off date to change the amount.
I queried this as I didn't want to end up getting a demand for more money half way through the month and I was told this wouldn't happen and I would definately remain on SVR for July, and got a letter stating the new amount would go out 1st August.

So... My mortgage payment went out at the beginning of July at SVR. Then in the middle of July (the Saturday before my birthday) I get a rude letter from Halifax stating I'm over £160 in arrears on my account and to pay immediately etc etc... As you can imagine I wasn't very happy!

After numerous calls to Halifax and several people passing me from pillar to post, people listening back to the wrong telephone calls to see what had been said... I eventually spoke to someone who accepted I had been told the wrong thing and they offered the following:

• To remove the new fixed rate from my account, which would in turn remove the arrears;
• To then reinstate the rate on my account to start 1st September (the process would take some time as the rate was no longer on offer).

I also expressed my concern about getting charges on my account because of the arrears through no fault of my own and effect all this could potentially have on my credit rating! And was told not to worry it would all be sorted.

Two weeks later on I have two more threatening letters from Halifax. The first of which states that charges have been added to my account due to me not contacting them?!? And the second received today is even more threatening... It states I am now in around £50 arrears and the amount for my next mortgage payment 1st August which is £51 more than the SVR I have been paying in previous months!

To top it off my mortgage has gone out today by direct debit... And yep... they've taken £51 more than the SVR amount!!! :mad:

I believe they broken the Direct Debit Guarantee which states:

If the amount to be paid or the payment dates change the organisation will notify you normally 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

As I didn't have more than 10 days notice and the amount they've taken is different to that from the SVR in previous months, and I haven't been notified the SVR has changed?!?!

I am confused what the £1249 arrangement fee is actually for... As it seems they've arranged nothing at all!!!

This is a total mess and I have told them I intend to launch a formal complaint against them... What are my rights?

Please help!

Conrad

Your rights are considerable. The overarching FSA initiative that covers you is known as TREATING CUSTOMERS FAIRLY.

My biggest concern is that large organisations with many departments that are software driven may lead to your credit file being damaged.
Be certain EVERY department is aware and that all IT programmes are updated to reflect the actuality.

More or less ignore anything call centre staff tell you as they will typically not be aware of EVERY system that needs attenting to.

Use recorded deliver and deal with the mortgage compliance officer. Good luck.

sars_22

Conrad wrote: »

Your rights are considerable. The overarching FSA initiative that covers you is known as TREATING CUSTOMERS FAIRLY.

My biggest concern is that large organisations with many departments that are software driven may lead to your credit file being damaged.
Be certain EVERY department is aware and that all IT programmes are updated to reflect the actuality.

More or less ignore anything call centre staff tell you as they will typically not be aware of EVERY system that needs attenting to.

Use recorded deliver and deal with the mortgage compliance officer. Good luck.

Thanks for your response!

What would you recommend doing next then? Writing a formal letter of complaint and asking for written reassurance in regard to my credit rating?

I find mortgages confusing at the best of times... Never mind when something has gone wrong and I'm left in this mess!

DVardysShadow

sars_22 wrote: »

What would you recommend doing next then? Writing a formal letter of complaint and asking for written reassurance in regard to my credit rating?

Yes. As soon as there is ever any divergence between a call centre and what actually happens, make just 1 call and [even if you get told what you want to hear,] write a letter to record the dispute and how it was left.

sars_22

I am waiting for the complaints team to get back to me and have a letter stating what's happen to date ready to email/post!

Am I within my rights to ask for the additional amount they took off me today refunded? And ask for compensation?

Also I know it's cheeky but do you think I'm within my rights to ask for the arrangement fee to be waived or at least reduced?

Also what can I do about ensuring this hasn't all effected my credit rating?!?!?!??!?!?!!?!