Kensington Mortgages - Arrears letter

Victoriajayne

Apologies if this has already been posted elsewhere.

Today, I've received a letter from Kensington, telling me that unfortunately they are not receiving the required level of payments to my mortgage account. Repossession proceedings blah blah, ring us and we may be able to help you.
As I get paid weekly through an employment agency, I make direct payments to my mortgage account via online banking, so I thought I'd better ring them to find out whether my payments were actually getting there.

After spending rather a long time in a queue, I finally spoke to a gentleman, who advised me that the letter has been sent out in error to an unknown number of customers, and their call centre is jammed with people trying to find out whats going on.

If you happen to have a mortgage with Kensington and receive this letter, I would suggest thinking twice about ringing them if you know your account is not in arrears - you may be on the phone for a while !!! :-(

Razor

Yep we got one too. And the same answer!!

LOUY_2

Thanks,
I should have read this before I spent half my day on the phone.

Kensington_Spokesman

Hello

I am a spokesman from Kensington. We have picked up on your posts and wanted to explain a little about the letters you received yesterday.

Kensington is committed to working with all of our customers and providing them with clear communications. We recently arranged for a mailing to remind all customers of the range of options we have available to help them should they experience difficulty in maintaining their mortgage payments.

There were nine different categories of letter, intended to reflect the status of a customer's account so that everyone would receive a letter containing the relevant information for their circumstances.

Unfortunately an error occurred in the segmentation process and some customers received an incorrect letter.

We sincerely apologise for all of the inconvenience this has caused you.

rsykes2000

Kensington spokesman - cheers for the reply. However if you want to speak on behalf of your company here, you should really get permission - see http://forums.moneysavingexpert.com/showthread.html?t=781221 for more info.

Kensington_Spokesman

Thanks for letting me know. This is the first time we have responded to a forum and we are looking to open up more direct communication with our customers so I will make sure we get the correct approvals.

Tabbitha

Victoriajayne wrote: »

Apologies if this has already been posted elsewhere.

Today, I've received a letter from Kensington, telling me that unfortunately they are not receiving the required level of payments to my mortgage account. Repossession proceedings blah blah, ring us and we may be able to help you.
As I get paid weekly through an employment agency, I make direct payments to my mortgage account via online banking, so I thought I'd better ring them to find out whether my payments were actually getting there.

After spending rather a long time in a queue, I finally spoke to a gentleman, who advised me that the letter has been sent out in error to an unknown number of customers, and their call centre is jammed with people trying to find out whats going on.

If you happen to have a mortgage with Kensington and receive this letter, I would suggest thinking twice about ringing them if you know your account is not in arrears - you may be on the phone for a while !!! :-(

Wish I'd have looked here 1st, I waited on the phone to be told I'm 7p in arrears apparently, surely the postage of the aggressive letter cost more ! Not to mention my phone call.

I was thinking of contacting the FSA, what do you think ?
As it is quite threatening being told your house will be repossessed at the first mention of any arrear's (7p that I was unaware off).

They also have taken over a week to locate a OP cheque I sent them, you'll pay £75 admin fee to have this Over Payment service, disgusting Customer Service.:mad:

Victoriajayne

I DON'T BELIEVE IT !!!!!

Apologies for the Victor Meldrew impersonation ...

Just got home from work to find another letter from Kensington - apologising for sending the first letter ... then telling me I am in arrears by £189, and its in my best interests to clear it !!!

They just can't make their minds up - I wasn't in arrears a week ago !

I've just called them for a rant, told them I want a supervisor to call me back ... I await their call !!!