Santandar complaint response

Muscle750

Following my complaint to Santandar concerning my transfer to of my mortgage from A and L to Santandar and been told in effect i would have a free month so to speak because A and L take their payments in advance and Santandar in arrears. Therefore as i paid A and L end of June for all of July as i understood the first payment to Santandar would be start of Sept for August. However as ive said this wasnt the case and they will be taking their first payment on 2nd of August as the mortgage was transfered on the the 11th of July and they basically knocked off any balance of overpayment on my part off the bottom line balance.
They have replied saying they were unable to trace any of the phone calls when i was told this even thou it clearly states all calls are recorded for training and security and that A and L take their payments in arrears and not advance plus they have as a goodwill gesture sent me a cheque for £25 for my experience.
Plus if i want to take it further ive got 6 weeks etc.
Well i am because to me by making a gesture theyve basically admitted to been wrong plus i find it quite hard to believe they couldnt trace any of my calls to them if they are recorded althou who knows if they are plus if it is the case they take the payment in arrears which it isnt why are Santandar taking a reduced first months payment from the the 11th of July instead of the 1st of July.
I understand the mortgage transfered on the 11th so if what they say is true what about the period between the 1st July and the !!th who have i or havent paid for that
They were very apologitic it just would have been helpfull to have a few extra quid for on month as our daughter is getting married and its our wedding anniversary which ive had to cancel our weekend break on and more than likely loose my deposit Small issue i know and im no worse off with the mortgage just to me to be told twice by two independant employees of Santandar/ A and L i wouldnt be making a payment in August i think is very unprofessional

Thrugelmir

why are Santandar taking a reduced first months payment from the the 11th of July instead of the 1st of July.

That's when your mortgage was transferred to Santander. So that's when your liability commences.

I understand the mortgage transfered on the 11th so if what they say is true what about the period between the 1st July and the !!th who have i or havent paid for that

The mortgage balance transferred would have taken into this into account.

Well i am because to me by making a gesture theyve basically admitted to been wrong

No they haven't. You said yourself.

they have as a goodwill gesture sent me a cheque for £25 for my experience.

I suspect that you've misunderstood what was said at the time.

When you remortgaged did your solicitor send you a cheque when everything was completed?

dunstonh

They wouldnt be offering £25 if there was anything wrong. £25 is the basic payment they give out when there is no wrong doing but they are offering goodwill due to your lack of understanding.

Muscle750

So if two people indepentley told you one thing ie your bank and then did something different you wouldnt ask or be concerned why you were told information contary to what actually happened.

roonaldo

There is no such thing as a "free month", it doesnt exist. You really thought you were goint to get a month interest free?

There is no free month as there is always going to be a payment due for when the mortgage has been in place. You would have been told there would be no payment due in August based on the mortgage completing at the end of July, but it didnt, it completed on 11 July.

The fact you paid July's payment is taken into account in your final redemption statement when the mortgage is transfered.

You also fail to understand that mortgage interest is charged daily. A £25 gesture of goodwill means nothing, I know the way Santander tier their gesture of goodwill payments, and this is a minimal go away figure.

At the end of the day, you are not financially worse off.

dunstonh

Muscle750 wrote: »

So if two people indepentley told you one thing ie your bank and then did something different you wouldnt ask or be concerned why you were told information contary to what actually happened.

Low staff knowledge is not unusual at banks. I guess I have just become used to it. That doesnt excuse wrong information being given but the error has not made you financially worse off.

If you had been offered £100 or £250 as a goodwill gesture, then that is the sort of figure you would expect to see Santander offer if there was evidence of wrong doing (but that doesnt mean you would be entitled to more).