Standard Life (Barclays) Futureperfect m/gage

Baggieboy_2

All we want to do is redeem the mortgage. Not difficult. We owe about £7k and want to pay it off.

So. First phone call, told we can pay it off in the same way as we paid some money off it a few months ago - i.e. over the internet. Lovely. sounds dead straightforward. OK. we'll do that in a day or two wehen we get paid. Thanks.

Rang again a few days later to confirm the amount we owed. Told we couldn't do as advised above, we now needed a redemption statement. Grr. Ok. Await redemption statement.

Receive redemption statement. Now all set to have a Friday evenight "House is ours" night. Ring SL to confirm the amount owed, and told ooh - don't know. We'll ring you back. They don't ring back. We ring again at 5pm. We are told that we can't pay it off as we need a bank statement from our current a/c to prove where we got this huge sum of £7k from.

Now. OK. I don't mind meeting criteria. Fair do's. BUT TELL US WHAT WE HAVE TO DO FROM THE START WILL YOU!!

Rang them up 15 minutes ago, and their 6pm office has now closed for the day.

Well done Barclays. Only took you 2 weeks owning SL to screw this bank up. For them to completely mess up what is a routine transaction is complete and utter incompetence.

Now. Beer.

Baggieboy_2

Little update. I emailed Barclays straight after I posted the above. They emailed back to say they couldn't find my account. I emailed them back with full details last week.

Just received a letter from Barclays saying they will provide me with a full response within 8 weeks. I've emailed to tell them not to rush on my account. 8 weeks? Is that acceptable/standard for this sort of thing?

In the meantime they sent me yet another redemption figure which I paid over 3 weeks ago. We still have had no acknowledgement of this payment, although a phone call to them confirmed that they had received it. I asked if they would be kind enough to acknowledge this payment in writing and was told to get in touch with them if I hadn't had anything within 2 weeks. Old SL would write to acknowledge additional payments almost immediately. It's been 23 days now.

The wife insisted we pay off the mortgage with SL before Barclays got involved as she knew they'd mess things up. Hate it when I have to admit she's right.

Mild rant ends.

ripped_off_and_fed_up

How did you manage to get an e-mail address? All I have is an 0845 number(no alternative available) and a P.O. box in Skipton. We have just had an offer on our house after months on the market and it seems that the Futureperfect is not as portable as it used to be. Having to take time off work to call as I can't get to a phone where I work. Don't know whether to go through with the sale or not.
Used to be able to e-mail, phone on Saturday and operate the account on line. Your wife was right about Barclays. Wish we had sold a couple of months earlier before they got involved.

Baggieboy_2

Here you go:customer_relations@standardlife.com

Worked for me, even though the reply came from Barclays eventually. I'll get the Barclays email address later for you.

ripped_off_and_fed_up

Thanks for that. I have just sent an e-mail to them. Awaiting results - I hope.

Baggieboy_2

No probs. Here's the email address for Barclays. They do reply to it.

internethelp@barclays.com

Make sure you have your Mortgage account number. Best of luck.

MoneySavingNovice

Baggieboy wrote: »

......The wife insisted we pay off the mortgage with SL before Barclays got involved as she knew they'd mess things up........

Thanks for the good advice. Given your experiences and other on here reference the Standard Life Bank take-over I think that I’m going to close my accounts with ING Direct, who are in the process of being bought by Barclays, before they actually complete the take-over.

Good luck in solving this problem.

peter_the_piper

They have to justify the enormous early redemption charges somehow. They (Banks) are the only people who can lend you money and charge you for it. Then when you want to pay up early they then charge you the amount that you would have paid in interest as an early redemption fee.

ThumbRemote

peter_the_piper wrote: »

They have to justify the enormous early redemption charges somehow. They (Banks) are the only people who can lend you money and charge you for it. Then when you want to pay up early they then charge you the amount that you would have paid in interest as an early redemption fee.

So when you want to change the terms of the contract, you get hit for it. Hardly unusual.

Baggieboy_2

Anyone want another funny update?

OK - here is tonight's email to them (with names and account details taken out of-course)

Hello again.

Please pass my account details to your J**** A***** (Case Manager), who has now written to me on 10 November (wasting another 16 days since the previous letter from A***** S*****) saying that he can't find my mortgage account number.

So, as I actually informed you on 20 October (24 days ago!) see below:

Account Number XXXXXXXX

This is a Futureperfect mortgage taken out with Standard Life and now "managed" by you.

I would be really happy of you could actually manage to FIND my account, and then perhaps deal with the issue.

Note: As far as I'm concerned the mortgage is now paid off, as we paid the redemption fee of £6,669.13 as agreed with L***** I****** (Account Closure) at Standard Life on 03 October 2012. This was as per her letter dated 2 October 2012.Note we still have had no written acknowledgement of you receiving this payment, but a phone call confirmed it. As you have not charged us anything on our usual direct debit date for November, I am now assuming the mortgage is paid off.

I won't be giving you my phone number. I don't trust you not to abuse it and pester me with offers I don't want, and the last thing I want is to deal with you verbally. You are proving yourselves to be totally inefficient, so in writing only please.

Yafta Laff.

Baggieboy_2

Happy Ending!! Received title deeds on Saturday. Received a letter from Barclays today apologising for their error(s) and a goodwill gesture of £100.

Fair play - they got there in the end. We move on.