Halifax not paid mortgage

Lagerlegs1

Sorry if this is a long thread but would appreciate some advice. In May the Halifax did not take my mortgage payment. Several phone calls between halifax mortgage and Halifax branch later, each blaming each other, I sent a complaint email asking someone to call me and look into this as I now had a returned payment against my otherwise clean mortgage statement, Someone did call me back the next day apologising this had happened it was the banks fault they had cancelled standing orders to move to another system and should have reinstated them staright away for whatever reason mine was not reinstated. She said she could not change the statement so still looks like I have an unpaid but she would send me a letter to confirm it was their fault and also £75 as compensation (I have not received either of these). I did receive a letter saying that my standing order had been reinstated and would be taken on 1st June. However, now the June payment has not been taken either I am furious I rang Halifax mortgage to be told the standing order had been returned once again. So now I have 2 unpaids on my record. The guy i spoke to said he thinks it's because they no longer take mortgages from a saver account, I am so angry I could cry, I have asked them to call me to discuss this but since Wednesday have heard nothing. They confirmed that my mortgage would be taken from that account, He did agree that they should have written to me ! has anyone else experienced this ? sorry for long thread, thanks for reading.

pmduk

Make a further formal written complaint, reminding them they haven't fully dealt with the initial complaint yet. If they tell you in writing they can't/won't correct your credit record to show it was their error not yours, escalate the matter to the FOS. Give them 8 weeks from the date of your original complaint.

Lagerlegs1

Thank you, i will do that tomorrow x

flashg67

Keep any records of correspondence, emails etc & dates/times/names of phone calls. IME, this will help a lot if you do need to raise this with the FOS

opinions4u

I would suggest making a manual payment for the two missing payments immediately. You shouldn't have to, but it will stop things escalating in a stupid way. It will ensure your account is up to date while things get sorted.

Then kick off the complaint again - I suggest speaking to a supervisor.

Here's what I think you want to ask for:

1. The missed payments being backdated to the date they should have been collected to ensure no additional interest accrues.

2. This being reflected accurately on your credit file. As far as the CRAs are concerned this problem never happened.

3. The means to pay automatically being in place for July's payment.

4. The £75 previously promised materialising.

5. A further compensation payment (perhaps more again) for the failure to correct this first time round and your need to check with the CRAs in a few months that your credit files are unaffected.

6. All of the above in writing.

The guy i spoke to said he thinks it's because they no longer take mortgages from a saver account

Either they do or they don't. They need to know and you need to know. "Thinking" is not good enough.

Do you have a current account that you could use instead?

Halifax have recently changed the way they manage mortgages. This is most likely to have created the problem. They now need to resolve it.

Lagerlegs1

Thank you for your replies, I will keep all the paperwork and log calls. I have already paid them over the phone for both months as soon as I knew it hadn't been paid, yes I do have a current account with them so moving forward I can change it to there if I had of been told I could have done that easily this month, thank you for your replies, I just feel so frustrated. She did say that as i had paid it before the end of the mnth it wouldnt affect my actual credit file but they cant change anything on my mortgage statement so I think I had better keep an eye n my actual file just in case, thank you all x

grumbler

Lagerlegs1 wrote: »

... However, now the June payment has not been taken either I am furious I rang Halifax mortgage to be told the standing order had been returned once again....

If it's a Standing Order, then "Halifax mortgage" have nothing to do with this.
Why do you not pay by a Direct Debit?

She said she could not change the statement so still looks like I have an unpaid but she would send me a letter to confirm it was their fault and also £75 as compensation

She lied. They can change the records, but it's just easier for them to shake you off by offering £75.

Lagerlegs1

Sorry it may well be a direct debit, really ? I would rather have a clean record than have £75 Think I will try and enforce that then, thank you

Thrugelmir

Lagerlegs1 wrote: »

Sorry it may well be a direct debit, really ?

Direct debits cannot normally be taken from "savings" only current account accounts.

If you've provided the details of a bank savings account for the direct debit then there this is why the direct debit is being returned unpaid.

opinions4u

Thrugelmir wrote: »

Direct debits cannot normally be taken from "savings" only current account accounts.

If you've provided the details of a bank savings account for the direct debit then there this is why the direct debit is being returned unpaid.

Halifax used to be able to collect a mortgage payment using an internal "direct debit" called Halifax Payment Plan. This would work on most easy access savings account. The Lloyds platform, I assume, can't replicate this.

Thrugelmir

opinions4u wrote: »

Halifax used to be able to collect a mortgage payment using an internal "direct debit" called Halifax Payment Plan. This would work on most easy access savings account. The Lloyds platform, I assume, can't replicate this.

Probably dates back to their Building Society days. Not a direct debit in the full sense.