HSBC mortgage HELP!!

busybe

I applied for HSBC mortgage over phone, i didn't pay fees until the under-writers approved the full amount. The under-writers had phoned me to ask a couple of questions & then advised they happy to approve for the full amount subject to survey. They asked me if i wanted to pay the mortgage fee there and then - which I did. A few days later survey was done & sent back to hsbc. They apparently sent me offer letter on 11th december - which i still hadn't received....I was phoning them up every other day asking them to email the offer so i can sign & return - was told they couldn't & i should give 7-10 working days to receive the offer letter. So on Wednesday/Thursday of this week I called HSBC & asked them to send me another copy of offer letter.

Today I received a letter dated 18th December advising me that if I don't sign & return documents back to hsbc by xmas day - they are going to withdraw their offer. There was an option to sign into their online mortgage tracker and accept online - but this set-up doesn't work...have been on phone to hsbc for an age & they have said this is part of new system which isn't yet active - (the web page doesn't even exist - but i've been sent logon id & username for it??)

I advised hsbc that I havn't even received the offer letter yet - the duplicate hasn't even been posted out by them yet so I'm not holding out much hope that I'll receive it on Monday & be able to return to hsbc.

Everyone I spoke to at hsbc today kept telling me that its ok - as long as i sign & return within reasonable time or even sign it before xmas day (doesn't matter that they don't have it)??

I asked them to update notes on my account to reflect what they told me - they said no need as conversations being recorded?

I'm so worried I'm going to lose this mortgage - i even offered to travel to their offices & sign their offer letter there - they said i couldn't.

Has anyone had this ordeal?
Would really appreciate some advice.

Goldfish52

No advice, but you are not alone in your frustration with HSBC mortgage department! I spent most of yesterday on the phone to them trying to get them to "find" a document which is apparently "in the scanning room waiting to be scanned" and put on the system!
I really don't understand why they can't deal with things electronically - what difference is it whether they post a mortgage offer vs emailing you a pdf which you could print and send back by recorded mail. And if you could email it back to them, it would already be "on the system"! If my solicitor will email me documents and allow me to sign, scan and return electronically, why won't HSBC??

Sorry for hijacking your thread with a rant!

ethank

Can you go into a branch and see if they can print off the letters for you.

Quite often all letters to a customer are saved on the same system

busybe

ethank wrote: »

Can you go into a branch and see if they can print off the letters for you.

Quite often all letters to a customer are saved on the same system

i called their mortgage service centre this morning....they said i could go into branch & ask for document to be printed.....wish they had told me that before instead of "allow 7-10 working days for documents to arrive"

sent registered post - fingers crossed someone there to receive it xmas eve !