NRAM broke Mort holiday payment! Advice?

Sheep

Have you asked for a copy of the phone call from 19th June? If you put in a subject access request stating you would like a copy of the conversation in writing then thats something they will have to do. It will cost you £10 but at least you will have it in writing that it was agreed on the phonecall.

Personally I think this would give your complaint handler a kick up the ar*e to resolve your issue asap.

bigadaj

Yes to be fair, but a big reason that they a a disaster is the type of clients they attracted, not all by ant means, but a decent percentage.

JustWish

send your letter by email to
Chris Walker
Team Leader
Customer Assistance Team
NRAM

His email address is [EMAIL="Christopher.Walker@ukar.co.uk"]Christopher.Walker@ukar.co.uk[/EMAIL]

he is a good guy and will help with you getting a response.

Topazmine

@ Dave Ham: Thanks. We'll definitely look into it, and as I've always stuck to my Experian report like glue hopefully we'll note any unjustified changes... however... Yesterday they sent us a notice of an unpaid DD and their intention to charge us £10 which will be "added to your mortgage payment to cover the costs involved." £10 to send out a letter? *shakes head* They really are doing their best to lose as many customers as possible.

@ Sheep: Thank you for the suggestion; we'll definitely follow up on that. Worth paying the £10 for, imo.

@ JustWish: Thank you! I will certainly send him an email if he don't get a satisfactory response to the 'official' complaint within a reasonable time.

UPDATE: NRAM have officially, and on paper this time, agreed to our Aug/Sep payment holiday application but have charged us £10 for the unpaid DD for July and tacked it onto the back of our mortgage - despite the fact that we managed to find enough money to pay the mortgage for July and paid it to them via debit card, and despite them acknowledging that payment and stating all was now okay... [sigh]

Jimbo_999

Hi,
I spoke to NRAM 9 months ago as we had been on reduced payments for 12 months until then, confirmed with them after 9 months we would be eligable for our payment holiday as per our mortgage t&c's which they agreed we were.
Sent them a letter end of May to confirm 1 month break for July to repay family members who had helped us out in the last 9 months. Got a letter back (arrived on doorstep on 30th June) stating it had been refused to phone for more details.
I did, and apparently due to us being behind on our unsecured loan with them from about 3 years ago they would not process as we were not up to date with payments.
I said it was confirmed we could do this even if behind 9 months ago, the guy apologised and said that in the last 9 months the terms for payment holidays had changed "very sorry".
I asked why we had not been sent details of this so we could plan he said they didn't have to as they were not changing our mortgage t&c's, just the payment break terms which they could at any point without telling us.
Very, very frustrating as we are seriously struggling at the moment and cannot remortgage elsewhere as not enough equity.
hmmmmfff..... :mad::mad::mad::eek:

Jimbo_999

Oh, on top of this he did say if we repayed the £540 we owe "today" being the last day in june, we could still have the payment break. We don't have it.

And i asked if we could have the break but pay the £540 back to them from it, which would remove our arrears and still give us £540 to pay people back with. (yes our mortage is £1080)

sh01

Hi, did you get anywhere with trying to sort out the payment holiday. I had financial difficulties about 5 years ago, and the unsecured amount of my loan was added to a secured loan. I've since then been upto date with all payments. I've even had a couple of payment holidays. Today I've been told I can't have a payment holiday due to the fact my loan is now all secured - even though its happened before. No explanation other than thats just the way it is. Feel free to complain but the response could take 8 weeks - just trying to find out if there is another solution.

thanks

dunstonh

sh01 wrote: »

Hi, did you get anywhere with trying to sort out the payment holiday. I had financial difficulties about 5 years ago, and the unsecured amount of my loan was added to a secured loan. I've since then been upto date with all payments. I've even had a couple of payment holidays. Today I've been told I can't have a payment holiday due to the fact my loan is now all secured - even though its happened before. No explanation other than thats just the way it is. Feel free to complain but the response could take 8 weeks - just trying to find out if there is another solution.

thanks

Do note that payment holidays are not a contractual requirement to offer and subject to underwriting criteria at the time of the request. The decision to offer a payment holiday or not is a commercial one and not something the FOS can rule on in the event of a complaint unless discrimination is involved.

Jimbo_999

All,
An Update for this, since July when I last posted.

Have saved and saved (well sent the Mrs out to work lots) to get the £540 arrears paid in time for payment holiday for xmas to make it nice for the kids.

Called NRAM beginning of October, card in hand ready to pay the £540 and discuss options:
"Sir, our mortgage break options have now changed, would you like 1, 2, or 3 months payment break?
I will check our system, it seems that you qualify for 2 months payment break would you like me to process this?"
"Errr... Ok, what about the payment arrears?"
"We dont ask for arrears to be paid off now in order to make a payment break as long as you have continuous full payments made"
:mad::mad::mad::mad:

So we had to cut holiday short, work like dogs for arrears, and - oh, it's changed!

So paid off arrears anyway as we had the money, took the break, good Christmas coming up, typically 2 weeks later the car breaks down looks like i need a new one, but thats the way it goes isn't it?

Just wish I could re-mortgage - maybe one day...

Goods luck all!

Topazmine

@jimbo_999 Sorry to hear about the hassle you had with NRAM, but sadly I also can't say I'm surprised. How on earth they're managing to stay in business at all is beyond me. They seem to be applying rules they've thought up on the spot and changing them on a whim!

UPDATE: We did end up with the mortgage holiday (and the £10 non-payment fee tacked on to the back of the mortgage) but as yet, despite three separate letters to three different addresses we've had no response to my request for a copy of the original phone call. So I'll be forwarding the matter to the ombudsman.

We had a short written response from the complaints team, which basically boiled down to "We heard you rang. Sorry it didn't work out so well, but you shouldn't have sworn", and said nothing at all about their own part in the fiasco.

To cap it off, we've just received the latest statement, in the revised format so that we can see every transaction, and there's something decidedly off about it.

While the interest rate remains the same from month to month, the amounts we're being charged in interest are going both up and down in random ways that don't add up, no matter which calculation we apply.

We can't yet tell if it's just that the way the numbers are reported are incorrect or if they have actually been charging us random amounts each month but it certainly looks that way. So now we have to go through every payment with a fine toothed comb...

My head aches just looking at it and we haven't got stuck in yet!

Anyone else noticed oddities in the payments on their statements?