nationwide mortgage big worry for my mum

JimmyTheWig

thanksfroyourhelp wrote: »

"Why did it take 13 days to get the answer that she needed to phone or write?"

this was the total time taken , in a way i did not expect them to provide an acceptance over the internet but then to tell my mum it was ok to write when it clearly is not is not really on

I agree that it was bad of them to give the wrong answer at that point, but I suspect that if after 13 days they turned around and said you needed to phone then you mum would still end up missing the payment. The damage had been done by them taking 13 days to give you the answer.
I take it that there was some sort of communication exchange. I can see situations where the bank acted reasonably here and I can see situations where the bank acted unreasonable here.

E.g. ...
Day 1, Mum: Hello, I can't afford my next mortgage payment.
Day 2: Bank: Sorry to hear that. You could request a payment holiday.
Day 13, Mum: How do I do that?
Day 14, Bank: Write to us at x or phone us on y.
... is perfectly reasonable service from the bank.

But...
Day 1, Mum: Hello, I can't afford my next mortgage payment.
Day 7: Bank: Sorry to hear that. You could request a payment holiday.
Day 8, Mum: How do I do that?
Day 14, Bank: Write to us at x or phone us on y.
... is unreasonable.


Did part of the online conversation involve the fact that your mum was unable to phone? Did she tell them this and did she tell them it was due to her disability?

holly_hobby

Something along the lines of ..... obviously all mortgage account holders will need to nominate and sign, so jig as necessary. Also contact Nwide to ask if they have their own forms for completion, and if they require anything else to accompany the LOA to facilitate its processing.

Hope this helps

Holly


LETTER OF AUTHORITY
To Nationwide Building Society

Re: Mortgage Account Reference - xxxxxxxx


I xxxxxxxxxxxxxxx of xxxxxxxx, xxxxxxxxx,xxxxxxxxx………….

In regard to Nationwide Building Society mortgage account no #………….

Hereby give permission for Nationwide Building Socidety to discuss the above nominated account with …….…….……………………(my Daughter)

Of…………………………………………………………………… With Date of Birth ….…………..…….


This authority gives Nationwide Building Society my express permission to discuss all aspects and matters pertaining to the administration of account xxxxxx, with the above nominted individual, until such authority is revoked in writing from the account holders.


Signed ………………………………………..…. Date ……………..

Name ………………………………………….



Signed ………………………………………..…. Date ……………..

Name ………………………………………….

thanksfroyourhelp

JimmyTheWig wrote: »

I agree that it was bad of them to give the wrong answer at that point, but I suspect that if after 13 days they turned around and said you needed to phone then you mum would still end up missing the payment. The damage had been done by them taking 13 days to give you the answer.
I take it that there was some sort of communication exchange. I can see situations where the bank acted reasonably here and I can see situations where the bank acted unreasonable here.

E.g. ...
Day 1, Mum: Hello, I can't afford my next mortgage payment.
Day 2: Bank: Sorry to hear that. You could request a payment holiday.
Day 13, Mum: How do I do that?
Day 14, Bank: Write to us at x or phone us on y.
... is perfectly reasonable service from the bank.

But...
Day 1, Mum: Hello, I can't afford my next mortgage payment.
Day 7: Bank: Sorry to hear that. You could request a payment holiday.
Day 8, Mum: How do I do that?
Day 14, Bank: Write to us at x or phone us on y.
... is unreasonable.


Did part of the online conversation involve the fact that your mum was unable to phone? Did she tell them this and did she tell them it was due to her disability?

thanks jimmy

this is the exact message history (actually most of the letter)

Subject:Re: Managing my mortgage - None of the above Date: 04/12/12 11:43
Unique Tracking Number:xxxxx

Unique Tracking Number: xxxxxxx
Dear Mrs xxxxxxxxx,
Thank you for your message.
Unfortunately the only way that a payment holiday can be requested in by calling Nationwide Direct as these are the team that deal with the issuing of payment holidays.

Alternatively if you are having trouble making your payments, if you are able to you can write to our lending control department at;

Nationwide Building Society
Kings Park Road
Moulton Park Industrial Estate
Northampton
NN3 6NW

or visit your local branch.

I would like to apologise for any inconvenience that this may cause.
Jxxxxxxxxxx
Customer Advisor
Customer Service Team 5

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---

Please do not remove your unique tracking number!

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<<#xxxxxxxxxx#>>


--- Original Message ---
From: <xxxxxxxx@bbm.tux>
Received: 29/11/12 13:22:48 o'clock UTC
To: <xxxxxxx@nationwide.co.uk>
Subject: Re: Managing my mortgage - None of the above

as explained previously i am unable to call due to my ms being particularly bad at present i will however answer your questions here

Is your mortgage either a Shared Ownership or a Regulated Loan (including a Flexible Advance)? no
· Have you held your mortgage with Nationwide for at least 1 year? yes
· Will your property be Let during the Payment Holiday? no
· Is your account fully paid to date? yes
· Has the account been in arrears by 1 month or more in the last 12 months? no
· Have you had a Payment Holiday in the last 12 months? no
· Do you have Mortgage Payment Protection Insurance that you are currently making a claim on? no
· What is the approximate value of your property? 190,000
· What date would you like the Payment Holiday to start on? asap
· How long would you like the Payment Holiday applied for? next 3 payments


many thanks

---

Original Message

---

Unique Tracking Number: xxxxxxxx

Dear Mrs xxxxxxxx,

Thank you for your message.

Thank you for your recent request for a Payment Holiday.
To allow us to assess your eligibility there are some questions we need to ask you:
· Is your mortgage either a Shared Ownership or a Regulated Loan (including a Flexible Advance)?
· Have you held your mortgage with Nationwide for at least 1 year?
· Will your property be Let during the Payment Holiday?
· Is your account fully paid to date?
· Has the account been in arrears by 1 month or more in the last 12 months?
· Have you had a Payment Holiday in the last 12 months?
· Do you have Mortgage Payment Protection Insurance that you are currently making a claim on?
· What is the approximate value of your property?
· What date would you like the Payment Holiday to start on?
· How long would you like the Payment Holiday applied for?
Please call us on 08457 302010. We can then talk you through our process and ask for the above information. It will help us to give you a quick decision if you already have this information ready when you call. Please do not worry if you are not sure about the answers to these questions. We will be happy to help you.
If you are asking for this change due to affordability we would like to help. You may want to discuss your situation with our Lending Control Department. They can be contacted on 0870 2408242

xxxxxx
Customer Service Team 3


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<<#xxxxxxxx>>


--- Original Message ---
From: <xxxxxxxx@bbm.tux>
Received: 17/11/12 17:39:28 o'clock GMT
To: <xxxxxxxxx@nationwide.co.uk>
Subject: Managing my mortgage - None of the above

Hi

Is there anyway i can have a payment holiday on my mortgage with yourselves for the next 3 months?

The reason for this is my ex husband is currently unable to maintain his monthly maintaince payment to myself until the new year

This makes it almost impossible to pay the required amount for the next two payments


as previously explained i am unable to phone or visit a branch due to my disability

many thanks


As you can see i sent my original message on the 21st i am dissapointed it has taken thirteen days for your online team to tell me they could not help me online. As explained in the emails i am unable to visit a branch or contact via phone due to my disability going through a bad spell.
I really hope you can take my request on as i have had accounts with you since childhood please confirm in writing when you have agreed to my payment holiday. As explained i hoped to have this in place for Decembers payment which has now been missed my income to pay my mortgage will be back in place for March at the very very latest.
I hope you will consider removing the non payment of december as i informed you online as soon as i was aware there would be a problem.

jayship

When this is sorted you may wish to consider power of attorney. This large organisations are not cutomer aware and cannot see beyond their own guidelines.

thanksfroyourhelp

yes jay

it has become more prevalent with this

tbh can do without it mum is particularly bad at moment anyway

prudence41

OP, I'm sorry to hear the problems that your mother is having with Nationwide. Alongside with all of the great suggestions above regarding enduring power of attorney etc, I would suggest that you also try two other routes at the same time.
i) Raise a formal complaint stating that Nationwide's processes for requesting a payment holiday do not allow for a reasonable adjustment for your mother's disability and she has therefore suffered a detriment as a result (financial penalties). This is covered by the Equality Act 2010 covering discrimination legislation in the UK;
ii) Copy the letter to the Nationwide CEO to push the embarrassment angle.

Good luck.

thanksfroyourhelp

prudence that looks a very good option

i will draft a letter tonight and post it on here late tonight hopefully for some opinions?

i really appreciate everybody help at this very stressful time

JimmyTheWig

thanksfroyourhelp wrote: »

this is the exact message history

The date that they first replied is missing, so not clear where most of the delay was.
Am also slightly confused that the first email is dated 17th but the text says first email was 21st.

"Unfortunately the only way that a payment holiday can be requested in by calling Nationwide Direct as these are the team that deal with the issuing of payment holidays.

"Alternatively if you are having trouble making your payments, if you are able to you can write to our lending control department"

Sorry to say this, but I read this that they are correct. The _only_ way to get a payment holiday is to phone. If you don't want a payment holiday but are having trouble you can write.


But I still think that them forcing you to phone to arrange a payment holiday, when that is not possible due to disability, is unreasonable. This is the route I would be following up.
What would they do with a deaf person, for example?

JimmyTheWig

holly_hobby wrote: »

even holiday payments are recorded as missed payment/arrears with the CRAs (as technically they are as they are misssed contractual sums due under the account, albeit with the lenders tacit agreement)

I'm really surprised to hear this. What's the point of a payment holiday, then?
In fact, what's the difference between a payment holiday and just simply not paying for a couple of months?

Loanranger

Deaf people can use Minicom and other text phones designed specially for them.