Santander Mortgage issue its long but please read lol

anthonyoriordan

Hi all really need some support/ advise can anyone relate? i have pasted my correspondence below. still not heard anything. its a long one but please do read:

(02/04/2012)
Dear Ms xxx
Whilst looking into our complaint I would like you toconsider the following:

·We have now been forced towithdraw from the purchase of our new home. As I am sure you can understandpurchasing a new home is a very emotional experience, we negotiated hard tosecure the house, last week prior to Thursday 29th of march we wereplanning rooms, decorating and DIY projects and as newlyweds we were generallygetting very excited about moving in to a slightly bigger house where weintended to start our new family next year. This is now not possible instead wehave been forced into moving in with parents. The reason we have been forcedinto living with parents is due to not being able to get a mortgage with Santanderbased on the issues highlighted in our Stage 2 complaint, and the letter below.

·Finding a buyer in this currentfinancial climate is difficult to say the least, in order to secure the sale ofour current home we have to process the sale and move in with parents. Despite thesituation being directly related to poor advices from the Gloucester branch wehave now been informed that we will incur an early repayment penalty of over£2500.00, normally I could understand why such a payment be necessary to recoupcosts and loss of interest payments etc. However, this is not a normalsituation. We have lost all confidence in Santander. We are left with no otheroption other than to pay off our current mortgage. As we simply cannot progressany further with purchasing a new home…

·I am disgusted with the waythat we have been spoken to and treated by your Gloucester Branch in particularthe branch manager - Lee. I quote “it is pathetic that you and your husband feelthe need to phone me 7 times in one day, the break down is not within Santanderbut between you and your husband…” this is disgusting and highlyunprofessional. Conversations have become heated in branch, but this is simplybecause of the stress experienced by my wife and I. you are the financialexperts, we are the customer. We act on your advice, that advise then turns outto be wrong and then to make matters worse we are then penalized… how is thisfair?

· When we originally discovered issues withsettling Santander credit cards and loans we visited the Gloucester branch, Leeassured me that this was not a problem and would not be held against us. I askedfor this in writing and he refused.

·The Gloucester branch haverefused to deal with us and advised us not to come into branch, when my wifewas forced to visit the Hereford Branch to re apply for the mortgage on the 21stof March because Lee would not let my wife in to branch, Abigail (the mortgageadvisor, said it was disgusting and unprofessional…)



To update you with our future actions and requests, wewould like a full written apology. Both my wife and my credit scores adjustedand corrected including the missed payment of £308 (due to incorrect setup of adirect debit in branch), and the numerous searches relating to our mortgageapplication. I want this confirmed in writing that it was bank error and thatthe corrections have been auctioned. I also am refusing the payment of earlyredemption concerning our mortgage. It is unjust boarding on criminal in myopinion that such gross negligence from Santander is then rewarded by apayment. We are left with no choice; we cannot get a mortgage but cannot keepour home in Gloucester due to me relocating to Essex. The reasons we cannot geta mortgage are because of bank error. Even if things were to change we are notconfident or happy emotionally to continue banking with Santander. Quite literallySantander has ruined our progress in life for the foreseeable future. We willnow be forced to put our hopes of starting a family on hold.



I have already been in contact with our MP Mr Harper, financialOmbudsman and the legal firm that will be processing action against Santander ifthis is not rectified quickly. I will also be forwarding copies of this letterand voicing my concerns to BBC Watch Dog, local/ national press and MartinLewis (BBC Correspondent and Moneysavingexpert.com)



I take no pleasure in this process my wife over thelast few weeks has literally cried herself to sleep with worry and upset. Thismust be sorted as soon as possible and the redemption fee waivered, an apologymade and compensation for phone calls time wasted and emotional distress.



Thanks you for your help with this matter


Please see below copy of original complaint lettersent on the 20th of March 2012.


Originally sentvia email on the 20th of March 2012

20th March 2012

To whom it may concern,

It is with regret that I feel compelled to write thisletter of complaint regarding Santander again for the third time in 6 months.This complaint is a complex affair and incorporates previous complaints so forease I will bullet point the chain of events.

My complaint is regarding the complete lack ofsatisfaction we have with how we as customers have been advised regarding bankproducts (Loans), and how the subsequent loan and payment of original creditcommitments with Santander were dealt with. Lastly, how the handling of ourloans have subsequently affected our mortgage status recently when looking topurchase a new home. In the approximate 2 years I have banked with Santander mycredit rating has dropped from 999 which is perfect to 774. Although this inpart will be due to me as an individual and us as a couple applying for variouscredit. It is no coincidence that the dramatic drop has taken place in the sametime frame as the negative incidence with Santander.



·August 2011 approximate month;I applied for a personal loan prior to our wedding to ensure bills etc could besettled. I was declined despite my outstanding credit rating. I was advised bySantander to check the electoral roll, ensure I was registered and re apply. Idid this and re applied and was declined again with no explanation. I appealedand the appeal was up held. Although I was then penalised with a hefty APRwhich seemed very unfair.



·December/ Janurary 2012; wereturned to the Gloucester branch to discuss our mortgage in relation toselling our home and buying a new property. The reason for moving was due to merelocating for work. We went through the affordability process etc. Whilst in branch we discussed consolidatingour then current credit commitment, we were advised that by bringing all ourcredit commitments to Santander it would demonstrate less commitments and wouldbe viewed as a sensible move financially when processing our mortgage application.We acted on the advice and applied in branch. Once again we were decline andonce again appealed and the appeal was award and the loan was processed. Wewere then hit with a huge increase in APR to that quoted originally.



Whilstprocessing the loan we were advised that when the money was transferred weshould pay our bills quickly. This would then be updated on our credit profilequicker. Due to wanting to move quickly for my job we took the advice and within the 24hrs of the money being transferred in to our account we started to payour bills. It is from there that the problem really begun.

§ My wifes creditcards were not paid and cleared despite doing this over the phone and visitingthe branch.



§ My personal loan of £8000 wasrecorded as having missed a payment.

§ Looking at my onlinebanking today it appears that one of the payments for the new loan £308 permonth has not been taken for this month and has been recorded on my credit fileas a MISSED PAYMENT again!!! and once again I have beenpalmed off on to another department because it appears that the branch nolonger want to deal with me!

·We were told on Saturday the17th of March that we were declined for a mortgage to purchase our new homebecause Experian showed unsettled loans

·We had discovered that despitethe money being deducted at source when we took out our consolidation loan inJanurary the loans had not been formally settled till the 14th of Februarywhich meant the credit burea update had passed and we are now in March stillwithout an updated credit recorded. The bank had held the money at source fornearly one month before settling the loans!

Since Saturday the 17th of March I have been inregular contact with the Gloucester branch manager, Lee. This complaint is nota personal attack on Lee. However, in January/ February 2012 he assured me thatthis very problem with the loans being cleared would not be an issue and wouldnot have a negative impact on our mortgage process. This has not been the case!

Lee has always called me back and stayed in contactand I must commend him for this. However, I have taken offence at times withhis tone of voice and the way that he has approach some conversations in ahostile, although not overtly rude manner. I was made to feel awkward andguilty that yesterday on the 19th of March I contacted the customer complaintline to escalate my concerns. It is my right as a customer that if I am notsatisfied with the outcome or process that I have experienced, I can use the servicesSantander provide to express my dissatisfaction! I should not be questioned asto why I had done so!

As of today the situation is this, we may well losethe opportunity to continue with the purchase of our new home, becauseSantander cannot provide me with a date that the credit bureau will be updated.In light of the above mentioned issues I have lost all faith in Santander as abank, we have always acted upon advice given by the branch and yet the advicehas always led to difficulties!

Should these issues not be rectified within the next 7working days (28th of March) we will have no other option than tocontinue with the sale of our property. Settle our mortgage with Santander andlook to move to another bank. At thispoint I must state that we will not be will, nor in a position to pay anypenalty for redeeming our mortgage early. The only reason we are in thisposition and feel so strongly is because of the gross negligence and misconductdisplayed by Santander


his is not a despute over wanting a better deal oroverdraft fees. This dispute is concerning the biggest purchase a young couplecan make. For the last couple of days our lives have been turned upside downand we are worried sick that this will not be resolved. It is no exaggeration when I say my wife hasliterally cried her self to sleep with worry and I am completely powerless tohelp resolve this issue. I understand that we are not millionaires and that ourbusiness is probably very insignificant but that should not mean that we aretreated any differently or passed from pillar to post with no real answers.


In closing this letter has been sent to the financialombudsman, Santander, our solicitor and our local MP; Mr.Mark Harper. I hope that you will work with us to rectify the issues and seekto appease the situation.



I want in writing that these issues are being lookedat, I want confirmation of the action taken by Santander and I want a formalwritten apology.



We are so upset and stressed by this situation!



Kind Regards

Southend1

I tried to read your post but I'm still not sure what Santander did. Is your complaint that you asked them to set up direct debits to pay your loan and cards but they did this incorrectly which caused missed payments to be recorded which is now stopping you getting a new mortgage?

Dave_Ham

So Santander are already ranked at 2nd on my personal naughty lender list and they continue to dis-appoint.

Take it from someone who lives in Essex, the branches down here are no better just have more people in them..

For me, there are 2 separate issues from what I understand and you need to try and treat them separately. When I worked for a bank (few years ago) and dealt with complaints, I specifically did not like ones that capitalised certain words or phrases or put too much emotional details in. I appreciate this was my personal stance, although thought I would share.

I liked to understand the issue (already thought someone was upset enough to write in) and then once I understood the issue/s I could resolve

So - I read this as

• They cross sold you a bundle load of other banking products when you initially wanted a mortgage. They did this under the guise of better representation and enhanced mortgage chances - not really true
• They then administered these badly which affected your credit score, which meant they would then not give you the promised mortgage, due to credit score.
• They then dealt with the communication poorly and did not resolve quickly in order to save your chain
• Add insult to injury, as to not lose your buyers you exchanged and are soon to complete and redeem your Abbey mortgage (?) and then they charge you an Early Repayment Charge for doing so as you cannot port your mortgage as they sodded up the new application, in part.

If I have got this correct, then you need to ensure that the complaint is dealt with always in writing and I imagine this would be a strictly regulated complaint.

In the old days, if you address the complaint to the CEO it would always be dealt with as an Executive Complaint but not sure with all the PPI letters flying in if this is still the case but worth a go.

You can probably pick his e-mail address up from Google; I think it is a Spanish sounding gent?

I wish you the best of luck..



Dave

eschaton

Cool story but I really am at a loss as to what it is all about.

It's a load of complaints with no real info.

At the end of the day it's Santander - I dumped them before getting the free £100 - it/they weren't worth the hassle to get £100.

anthonyoriordan

Hi both thanks for your replies, southend- you are correct what I was trying to convey in the letter is that over the last 6 months we have had nothing but trouble with them. Dave thanks for the advise it's difficult not become emotional when dealing with not being able to get mortgage despite doing everything the bank have asked of us lol, I wouldn't normal express emotion but I need the bank to understand that this is a massive issue for us and has really been a very bad experience...

It's estonishing that's they have 8 weeks to deal with this and yet the minute there computer makes a mistake they act on it instantly with no common sense

Cheers all

anthonyoriordan

The correspondence I have included are just a snapp shot of the complaint that has prodominantly taken place and been recorded via the telephone.

Basically when we went for the mortgage in jan we were approved in principle etc. whilst in branch we were advised to consider consolidating our existing credit commitments. We did consolidate after an appeal, when they transferred the new loan to us it was minus our previous small loans. However these were not settled by the bank and have shown as defaulted payments. They also cocked up the settlement of Santander credit cards. This effected the process of the mortgage as it showed we had missed payments. They wrote a letter confirming it was bank error and we were told that this would be sufficient to process the mortgage however once again it was declined and once again we had a credit search.

I can't believe it is such a problem....

Thrugelmir

You need to redraft your letter. Keep it factual, bullet points if necessary. References to your wedding , decorating, DIY projects finding buyers etc are of no relevance. Cut out the emotion.

You lost me by paragragh 2 .

Suggest you rewrite using a timeline i.e. dates and facts.

Then list your complaints afterwards.

anthonyoriordan

I have trimmed the fat

Feedback would be great! Thanks all

Additional information (02/04/2012) complaint ref
Dear Ms

Whilst looking into our complaint I would like you to consider the following:

We have now been forced to withdraw from the purchase of our new home. This is because Abigail (mortgage sales woman) has advised that the issue with the credit rating and issues associated to our credit profile has still not been dealt with.

The owner of the house we wanted to purchase is not willing to wait. This is in light of us not having a end date to the current level 2 complaint.

in order to secure the sale of our current home we have to process the sale and are having to move in with parents. Despite the situation being directly related to poor advices from the Gloucester branch we have now been informed that we will incur an early repayment penalty of over £2500.00, normally I could understand why such a payment be necessary to recoup costs and loss of interest payments etc. However, this is not a normal situation. We have lost all confidence in Santander. We are left with no other option other than to pay off our current mortgage. As we simply cannot progress any further with purchasing a new home as stated by your staff.

I am disgusted with the way that we have been spoken to and treated by your Gloucester Branch in particular the branch manager - Lee. I quote “it is pathetic that you and your husband feel the need to phone me 7 times in one day, the break down is not within Santander but between you and your husband…” (21/03/2012) this is disgusting and highly unprofessional.

Conversations have become heated in branch, but this is simply because of the stress experienced by my wife and I. you are the financial experts, we are the customer. We act on your advice, that advise then turns out to be wrong and then to make matters worse we are then to be penalized… how is this fair?

When we originally discovered issues with settling Santander credit cards and loans we visited the Gloucester branch, Lee assured me that this was not a problem and would not be held against us. I asked for this in writing and he refused.

The Gloucester branch have refused to deal with us and advised us not to come into branch, when my wife was forced to visit the Hereford Branch to re apply for the mortgage on the 21st of March because Lee would not let my wife in to branch, Abigail (the mortgage advisor, said it was disgusting and unprofessional…)

To update you with our future actions and requests, we would like a full written apology. Both my wife and my credit scores adjusted and corrected including the missed payment of £308 (due to incorrect setup of a direct debit in branch), and the numerous searches relating to our mortgage application.

I want this confirmed in writing that it was bank error and that the corrections have been actioned.

I also am refusing the payment of early redemption concerning our mortgage. It is unjust boarding on criminal in my opinion that such gross negligence from Santander is then rewarded by a payment.

We are left with no choice; we cannot get a mortgage but cannot keep our home in Gloucester due to me relocating to Essex. The reasons we cannot get a mortgage are because of bank error.

We have only acted upon the advise of Santander employees which I assume are finically regulated and yet have miss informed us on numerous occasions
Even if things were to change we are not confident or happy emotionally to continue banking with Santander.

I have already been in contact with our MP Mr Harper, financial Ombudsman and the legal firm that will be processing action against Santander if this is not rectified quickly. I will also be forwarding copies of this letter and voicing my concerns to BBC Watch Dog, local/ national press and Martin Lewis (BBC Correspondent and Moneysavingexpert).

This must be rectified as soon as possible and the redemption fee waivered, an apology made and compensation for phone calls time wasted and emotional distress. and confirmed in writing that this situation has been as a result of bank error. We need this confirmation should we wish to apply for a mortgage next year.

Thanks you for your help with this matter


Please see below copy of original complaint letter sent on the 20th of March 2012.





Originally sent via email on the 20th of March 2012


20th March

New Escalated REF
Original Complaint REF:
Joint Account:




To whom it may concern,


It is with regret that I feel compelled to write this letter of complaint regarding Santander again for the third time in 6 months. This complaint is a complex affair and incorporates previous complaints so for ease I will bullet point the chain of events.

My complaint is regarding the complete lack of satisfaction we have with how we as customers have been advised regarding bank products (Loans), and how the subsequent loan and payment of original credit commitments with Santander were dealt with. Lastly, how the handling of our loans have subsequently affected our mortgage status recently when looking to purchase a new home. In the approximate 2 years I have banked with Santander my credit rating has dropped from 999 which is perfect to 774. Although this in part will be due to me as an individual and us as a couple applying for various credit. It is no coincidence that the dramatic drop has taken place in the same time frame as the negative incidence with Santander.

August 2011 approximate month; I applied for a personal loan prior to our wedding to ensure bills etc could be settled. I was declined despite my outstanding credit rating. I was advised by Santander to check the electoral roll, ensure I was registered and re apply. I did this and re applied and was declined again with no explanation. I appealed and the appeal was up held. Although I was then penalised with a hefty APR which seemed very unfair.

December/ Janurary 2012; we returned to the Gloucester branch to discuss our mortgage in relation to selling our home and buying a new property. The reason for moving was due to me relocating for work. We went through the affordability process etc. Whilst in branch we discussed consolidating our then current credit commitment, we were advised that by bringing all our credit commitments to Santander it would demonstrate less commitments and would be viewed as a sensible move financially when processing our mortgage application. We acted on the advice and applied in branch. Once again we were decline and once again appealed and the appeal was award and the loan was processed. We were then hit with a huge increase in APR to that quoted originally.

Whilst processing the loan we were advised that when the money was transferred we should pay our bills quickly. This would then be updated on our credit profile quicker. Due to wanting to move quickly for my job we took the advice and with in the 24hrs of the money being transferred in to our account we started to pay our bills. It is from there that the problem really begun.
My wife's credit cards were not paid and cleared despite doing this over the phone and visiting the branch.

My personal loan of £8000 was recorded as having missed a payment.

Looking at my online banking today it appears that one of the payments for the new loan £308 per month has not been taken for this month and has been recorded on my credit file as a MISSED PAYMENT again!!! and once again I have been palmed off on to another department because it appears that the branch no longer want to deal with me!


We were told on Saturday the 17th of March that we were declined for a mortgage to purchase our new home because Experian showed unsettled loans

We had discovered that despite the money being deducted at source when we took out our consolidation loan in Janurary the loans had not been formally settled till the 14th of February which meant the credit burea update had passed and we are now in March still without an updated credit recorded. The bank had held the money at source for nearly one month before settling the loans!

Since Saturday the 17th of March I have been in regular contact with the Gloucester branch manager, Lee. This complaint is not a personal attack on Lee. However, in January/ February 2012 he assured me that this very problem with the loans being cleared would not be an issue and would not have a negative impact on our mortgage process. This has not been the case!

Lee has always called me back and stayed in contact and I must commend him for this. However, I have taken offence at times with his tone of voice and the way that he has approach some conversations in a hostile, although not overtly rude manner.

I was made to feel awkward and guilty that yesterday on the 19th of March I contacted the customer complaint line to escalate my concerns. It is my right as a customer that if I am not satisfied with the outcome or process that I have experienced, I can use the services Santander provide to express my dissatisfaction! I should not be questioned as to why I had done so!

As of today the situation is this, we may well lose the opportunity to continue with the purchase of our new home, because Santander cannot provide me with a date that the credit bureau will be updated. In light of the above mentioned issues I have lost all faith in Santander as a bank, we have always acted upon advice given by the branch and yet the advice has always led to difficulties!

Should these issues not be rectified within the next 7 working days (28th of March) we will have no other option than to continue with the sale of our property. Settle our mortgage with Santander and look to move to another bank. At this point I must state that we will not be will, nor in a position to pay any penalty for redeeming our mortgage early. The only reason we are in this position and feel so strongly is because of the gross negligence and misconduct displayed by Santander

This is not a despute over wanting a better deal or overdraft fees. This dispute is concerning the biggest purchase a young couple can make. For the last couple of days our lives have been turned upside down and we are worried sick that this will not be resolved. It is no exaggeration when I say my wife has literally cried her self to sleep with worry and I am completely powerless to help resolve this issue. I understand that we are not millionaires and that our business is probably very insignificant but that should not mean that we are treated any differently or passed from pillar to post with no real answers.

In closing this letter has been sent to the financial ombudsman, Santander, our solicitor and our local MP; Mr. Mark Harper. I hope that you will work with us to rectify the issues and seek to appease the situation.

I want in writing that these issues are being looked at, I want confirmation of the action taken by Santander and I want a formal written apology.

We are so upset and stressed by this situation!

Kind regards

eschaton

Stick it through a spelling and grammar check before sending.

Detail is still sadly lacking. No information to tell us if you should really be getting a mortgage. It is all very well complaining but it doesn't mean that you are right.

Thrugelmir

I'm playing devils advocate here. So don't take my comments personally.......

When we originally discovered issues with settling Santander credit cards and loans we visited the Gloucester branch, Lee assured me that this was not a problem and would not be held against us. I asked for this in writing and he refused.

What was the problem with your cards and loans?

Lee could not give any undertaking. As he is not an underwriter.

(Underwriters rank in seniority so depending upon the circumstances of your application. The application would be escalated for a decision).

anthonyoriordan

I will be tomorrow when I am fresh faced :-)

We were told early jan that we could get the mortgage, we have a combined income of 50k with 1 credit commitment each the mortgage was going to be for 139k with a 10% deposit which was ok'd in Janurary.

Thanks for your reply eschaton