Lloyds TSB breakup - no one will discuss my mortgage

weechi

I took out a Lloyds TSB Lend-a-hand mortgage in June 2012. When the banks split, my mortgage went to Lloyds and my current account went to TSB.

I am now looking to move into a bigger house with my partner and so contacted the Lloyds telephone banking which was a disgrace. I followed the options given and stopped counting after six advisors. I was passed between TSB and Lloyds more times than I can count. What I gathered was:

1. TSB can't dicuss my mortgage as it was transferred to Lloyds.
2. Lloyds can't discuss that particular type of mortgage over the phone.
3. Lloyds no longer have any branches in Scotland and therefore I would have to make an appointment in Carlisle branch to discuss my mortgage and my options. I stay in the Scottish Highlands.

I contacted the lady who sold me the mortgage in what is now a TSB branch who has been the only person of use that I have spoken to. Although she couldn't help me directly, she said she would get me a contact. The contact was for an advisor at Carlisle branch who was 'unable to access my records'
and advised me to come in and see him at Carlisle, which is a six hour drive.

I am at a loss at how to proceed. I thought the difficult part would be finding a house, not hunting down someone to discuss my account.

Does anyone have any suggestions?

Thanks,
Caroline

Thrugelmir

What's the issue?

weechi

Sorry I thought it was clear but I can see I may have rambled on a bit.

Want to borrow more / move my mortgage. Lloyds won't discuss my mortgage over the phone. No Lloyds branches in the country.

Goldiegirl

Try another lender? You don't have to use Lloyds again, especially if it's no longer convenient.

kingstreet

You are moving house.

Your old mortgage will be repaid and a new one started for the new property. You may be able to port the rate from your old mortgage to the new one if you stay with your existing lender and it sounds like you are going to have to do this by phone or online.

Alternatively, research lenders who may be able to provide a better offer. In my experience Lloyds rates aren't great and there are plenty of better deals around, both direct and via brokers.

Thrugelmir

weechi wrote: »

Sorry I thought it was clear but I can see I may have rambled on a bit.

Want to borrow more / move my mortgage. Lloyds won't discuss my mortgage over the phone. No Lloyds branches in the country.

Sounds as if they've withdrawn from the Scottish market under the Lloyds brand.

weechi

Moving to another lender is probably what we will have to do however I have no way of speaking to anyone about ANY aspect of my current mortgage: overpayments, the ERC, the possibility of moving my account etc.

Aren't I entitled to at least talk to someone about my mortgage account?

kingstreet

Does none of the correspondence you have about your mortgage have the telephone number on it?

C&G HQ in Gloucester? 0845 603 1637?

I'm as much in the dark as you about this. C&G stopped taking business from brokers several years ago, so none of us know if you have a Lloyds Bank mortgage, a C&G more or whatever...

weechi

The number on my correspondance is just the generic Lloyds number. For some reason though, 'Lend-a-hand' mortgages can only be discussed whilst in branch and not over the phone and I think being asked to make a 12 hour round trip by the advisor is ridiculous.

beecher2

Have you tried this number?
Existing mortgage
account queries 0845 6031 637
Open 8.30am-9pm Mon-Fri,
8.30am-1pm on Saturdays +44 1452 372 372
Open 8.45am-6pm Mon-Fri,
9am-12.30pm on SaturdaysIt is similar to Halfax/BoS with people being told to go to Carlisle to sort out Halifax only problems.

Alternatively, go back to your TSB contact and ask her to escalate a complaint as it sounds as if even if you went to Carlisle, they wouldn't be able to access your account.

Edit: could you write to Carlisle branch?

ohmochraich

I'm in the same ( ish) boat in that my mortgage ( taken out with C&G through Lloyd's) has gone to Lloyd's and current account has defaulted to TSB. I can access all my online mortgage stuff through my original Lloyd's account. I'm due to go onto SVR/ remortgage next yr- when I made an online enquiry it was Lloyd's who got back to me. If you are moving house you may be better moving to someone else anyway - but I agree its a mess - of their making I may add! They should have seen that this may be an issue ( if there are no Lloyd's branches going to be in Scotland) and THEY should change the 'can only discuss in branch' rule!:( ( I'm pretty sure if they made an error in your favour to their detriment....that rule would go out the window!).