acenden mortgages advice please..

magstar71

I currently have a mortgage with Acenden, previously capstone, previously preffered mortgages and i am have a nightmare!!

I have already made a formal complaint last December and now thinking of making another one..First i would like some advice please..

In March i had a payment set up regarding a shortfall of this month so i informed them and was told as long as i paid 2/3rds and the remainding £82 was paid when mays was due i would not get charged..there was also a new feature they had a website where i can make secure payments.. so there was i happily going through the beginning of Apriland thought i would log in to the website and low and behold there was £65 arrears added which i was told i would not get, i phoned them immediately to which i was hanging on for ages phone call fees ticking along and the acenden advisor said she would email my concern to the relevant dept to see if the fee could be sorted out.By the way unless i did not go on the website i would be oblivious of these fees as it was funny that i dd not get a letter form acenden!! until after i phoned up low and behold i got the fee letter dated 2 weeks before and suddenly it came in the post after i complained.. disgusting behaviour!!

regarding that email sent to the relevant department..I still haven't heard anything.. i made the payment of the outstanding £82 on the website, then i made my normal payment due up to date on the date which was agreed, got an authorisation code for both payments..thought everything was fine and dandy when i got a letter saying the payment was declined by my bank (even though i have a printed authorisation code)..so guess what i phoned them back, was on the phone for ages this was after the bank holiday by the way and the advisor told me it was because my correspondance address did not match the postcode of my debit card (which is correct) why then was the payment authorised??? normally it doesn't go through if the postcode doesn't match..how was i supposed to know??
Anyway to cut a long story short the advisor said she will put my account on hold for 2 weeks, i can repay the amount..which i did within 7 days, set up a new payment standing order etc,.. Took a look at the website again logged in, and i have been charged another £65!!!! even though my account had been put on hold because of this problem!! I can't afford to keep phoning and i think the company is disgusting, i have all the evidence of letters written 2 weeks before allegedley
y with a 2 week later postmark on the envelopes..please advise me as it seems phoning does no help..should i have been charged if my account was put on hold? its on the website but guess what i haven't got the letter yet to tell me of the charge either..

please help!! desperate!!!

powerwin

Hi .. it's quite difficult to understand your entire case ... but have you tried putting your complaint in writing to the mortgage company? Also, try and collect as much evidence as possible of what has been sent, i.e. e-mails, letters etc. Putting things in writing is general a good idea.

Sorry I can't be of more help ... good luck.

Rgds

Lube

:spam: anyone from Aceden