Unlawful Monthly Mortgage Charges!!!

moneysaymoneydo

Hi i hope someone can help me i feel like i am pulling my hair out!

Firstly i am single with child (age 3) and have a mortgage i took out in my name only 2003, mortgage is currently being assisted by DSS (Support for Mortgage Interest) they pay approx 100 per month i pay 60 per month, every month i have received a letter from my mortgage company stating i am in arrears and every month i call them and they explain to ignore the letter it is computer generated due to my 'account showing i am in arrears' this is down to the payment from the DSS every 4 weeks? anyway Sept i was charged £35.00 added to my mortgage £10.00 for an arrears letter and £25.00 charges for mortgage arrears, as per above my mortgage is paid in full every month never missed a payment and never ever been in arrears i called Sept and they refunded charges after no reasonable explanation other than computer generated and they would make a note? anyway same thing has happened today went online and have been charged another £35.00 for this month? i have in actual fact overpaid this month but clearly there is a glitch on their system saying i am in arrears and charging me, i have called (no mortgage reps in unti monday) and emailed and im pretty sure again my charges will be reversed but i am now seriously considering requesting DSS stop paying me and i find the money myself i am on my own with a LO and really dont need the hassle every month of calling/writing etc i have tried various things like overpaying so the 'arrears' are not there but still i am having this unnecassary hassle i have had no explanation to a solution to this problem but am fed up anyway sorry for blahdey blah but has anyone got suggestions of a template that they will take serious they are not responding to my emails or letters only if i call i am fobbed off with "if they deem your circumstances fit they will refund your charges", so annoying being charged for no reason?? anyone similar oh and IF is the mortgage provider!

dunstonh

Are you making the payment by direct debit or standing order? If the latter, then its possible that the payment date is set too late so you are going into arrears by virtue of late payment.

moneysaymoneydo

Hi many thanks for replying i have a current account with IF and they take it from my current account and it goes straight into my mortgage online it is instant also i have made this month approx 300 pounds of overpayments i suspect their computer only sees the DSS amount on the computer and makes it appear i am in arrears, such a nightmare to log in and see charges every month for absolutely no reason!

dunstonh

If the two payments are turning up at different times then that would explain it. If your payment is standing order, then dont assume same day transfers. They can still take 3 days to go through and then often require manual matching up against your account which can take a few days more (building societies and ex building societies are often like this but the traditional banks are not).

My bet is on the payment received as being the fault but this is when you rely on knowledgeable bank staff that know their systems but unfortunately that level of training isnt around nowadays. Often you have to find the fault for them and tell them their issue/error.

To rule in/out the date issue, find out the date they need the money by. Then check your payment is getting there before it and the DSS payment as well.

Ultimately, you could make a formal complaint as you are doing nothing wrong but are being inconvenienced each month. A formal complaint would make them take it seriously.