Santander - you couldn't make it up...

ericonabike

Thought I'd share this tale with you - I'm remortgaging with First Direct, all going smoothly until I'm told that my previous mortgage company, Abbey National, still has a charge on the property registered with Land Registry. This despite my mortgage being paid off two years ago...

As FD won't lend until that charge is removed, I've now spent something like three solid hours on the phone to what is now Santander. I've spoken to eight different advisers and repeated my story endless times. I was eventually asked to write to them to request they remove the charge [!]. After a week I rang again - letter not received, could I fax it?

Couple of days later, I rang again, fax not received. I asked why I couldn't email them a scanned copy of the signed letter - to be advised that they did not regard email as a secure method of correspondence...

Another fax sent, to another number. I had asked if they could ring me to confirm receipt, but 'we can't make outgoing calls' and so I had to call them. At time of writing it seems my third attempt has got through and they have promised to deal with it urgently.

The contrast with First Direct, whose staff seem genuinely empowered to make decisions, is stark.

blossom30

Hi I thought you had to remove this charge via a solicitor, or am I wrong in thinking this. shrewdal

lindos90

If it part of a house sale, then yes, the solicitor would be responsible for processing that by liasing with the bank whos morgage is being repayed, which has to be done before the new buyers details can be put on the title.

In this case the OP has just paid off the mortgage but still lives in the same property, so probably would not have had a solicitor conveyancing. It is a very typical example of santander though, based on my experience...'computer says no' type situation.

OP, I would chase it up and make sure the charge has been removed. You can call your local land registry dept who can give you a certain amount of info over the phone, that will allow you to check it has been done.

I had an issue with my solicitor when we moved, as months later I wondered if the title had been updated to me, I called the land registry and they were allowed to tell me it was still under the name of the previous owners,(via a series of yes/no answers), they were very helpful, and told me to complain about my solicitors tardiness..but thats another story!

ericonabike

Thanks Lindos - I rang Land Registry who confirmed that a charge did indeed exist on my property. Mention was made of a solicitor at various stages of my conversations with Santander, but as far as I was concerned, it was a matter for Santander to resolve. Seems similar to an incorrect entry on your credit record - the organisation that made the error has to remove it? I will check with LR that it's been done, even if Santander assure me it has - I think by now they would tell me anything just to make me leave them alone...

SmlSave

Hi ericon, when the Santander charge was redeemed a DS1 is generally sent to the client (you?) who has to send it to the Land Registry.

I've just dealt with a client who paid their mortgage off over 10 years ago but never sent the DS1 to the Land Regsirty! Therefore the charge is still on their title.

ericonabike

Nope SmiSave, am diligent about form completion etc - if I'd been sent anything by Abbey I would have complied. Another quirk is that after I paid off the mortgage they sent me the deeds to retain - seems strange they would do that whilst still having a charge on the property?

SmlSave

The werid thing is that since they (the Abbey) know you've paid the mortgage off they don't really care that the charge is showing on the property. The charge of the Title doesn't effect them in any way. It's normal for them to send the Deeds back to you.

Do you have a letter in the Deeds confirming that you've paid the mortgage off? I would suggest that you call the Land Registry to find the best way to remove the charge.

There's a chance that in the Deeds there may be the original Mortgage Deed which has been stamped or marked as paid, you can send this to the Land Regsirty with a DS1 to remove the charge (for free i think)

ericonabike

Fair point - I'll check to see if I can resolve it myself from the info you've given. Still doesn't excuse Santander's total lack of customer service though...

SmlSave

I'm just getting out of an A&L mortgage myself - couldn't be happier Here's hoping NatWest is much nicer!