mortgage help please

fishingcinema

Hi all

Very long time no talk on me
But I now have a very important dilemma that I could use your guidance and help with. It is a long one so please bare with me and give yourself a pat on the back if you stick to the end of it

Had a very.co.uk account for 7 years. (Shop direct finance limited)

I have been receiving paper statements/billing for 7 years.

Account was clear zero balance from May 2015.

Very sent me a promotional £30 off a £60 spend through the post.

I went online in December 2015 and placed an order.

Fast forward to January 2016 statement through the door from very with a £12 missed payment applied on it??

So I go through my old statements realise I've not had a bill since May 2015.

Phone them up and ask why I have a late payment charge on my account. Oh you missed a £5 payment in December 2015. I said I have not received any statements. No you are online billing!!!

I asked how I was online billing as had been paper bilking for several years and also requested where my other missing statements were from may 2015 onwards. Well if your account is clear we do not send them out. I argued that I had not ticked any boxe's or electronically signed to go from paper to online statement ts nor was I notified by email or post that I had gone to online statements. I also asked why I got a statement through the post and was told "oh when you miss a payment you get reverted back to paper statements" Managed to get the charge of £12 removed and back to paper statements.

Still with me.....

Go to check my credit file as my landlady is having to go bankrupt so I have to buy the house me my partner and 3 children rent of she will sell to another buyer and leave us homeless. There is a dirty big red missed payment from very on there that my mortgage broker advises that the mortgage company will not touch me with all the time it is on there.

So call customer excellence team (ironic name) at very and ask why it's been put there go through the whole story again, and again ask where all the missing staements are from may 2015 onwards.

1st reply we don't send them out to you when your account is clear as it is a security risk.

2nd reply we don't send them out when your account is clear as it will just say same information and it's friendly to the environment not to send them out.

3rd reply ummm we don't know why.

My complaint is not resolved so I go higher up. Get a phone call explain the situation get told that they need to go away and investigate and will call me back.

Anyway I call them back and get told that we sent you a email on December with your statement attached. I said I do not check my email for statements as I have been getting them through the post for the last 7 years, can I again ask how I consented to change to online statements and why I was not notified and was told I would have to go away and contact you back.

Received a phone call a few days later and was told there was a banner on the website but as you were a restart customer you would not have seen that. OK right I said so how was I notified that I had been changed to online statements?? You were sent an online statement in December 2015. Your not understanding me how was I notified that I had been changed from paper to online statements?? She would not give me the answer that I was not notified. I quoted principles from the financial conduct authority as had been in contact with them and this was also sidestepped and the call ended with we are not going to change the decision to remove the red mark from your credit file.

I had also emailed Alex Baldock group chief executive in between phone calls with Jane Dowd but have not heard back from him. I have now taken the case up with financial services obudsman too but fear that there is not enough time between them investigating and my landlady going bankrupt.

I also contacted experian (Fri 8th April 16) who pit a dispute onto very reasonable the mark who very reply to very quickly to experian who I phoned back today 11th April 2016 and was told very had replied and are not willing to change the information and to inform the customer (me) to contact customer excellence!!!!

I have requested a notice of correction to be put on my credit file


Arghhhhhh I am seriously pulling my hair out does anyone have any advice or ideas please.

MortgageMamma

Which lender are you using? as I'm struggling to see why a £12 missed payment is such a big issue. Has your broker telephoned the mortgage lender to explain whats happened and ask if they can pass this one?

daytona0

What if this were to happen again, but with your mortgage provider?

(I love how you've posted this in three separate places )

fishingcinema

MortgageMamma wrote: »

Which lender are you using? as I'm struggling to see why a £12 missed payment is such a big issue. Has your broker telephoned the mortgage lender to explain whats happened and ask if they can pass this one?

Thanks for taking the time to read and reply it's a long post.
Mortgage broker said they will not touch us but I may well phone Mortgage company and enquire it can't do any harm if I do.

fishingcinema

daytona0 wrote: »

What if this were to happen again, but with your mortgage provider?

(I love how you've posted this in three separate places )

Thank you for taking time to read and reply.

Would not happen with mortgage provider as a monthly direct debit would be in place every month for the payment. and I would like to think that a mortgage provider would update and contact you with any changes unlike the cowboys over at very

(More eyes that see a post more chance of reply's if anyone that reads it don't fall into a bordem coma whilst reading)

MortgageMamma

fishingcinema wrote: »

Thank you for taking time to read and reply.

Would not happen with mortgage provider as a monthly direct debit would be in place every month for the payment. and I would like to think that a mortgage provider would update and contact you with any changes unlike the cowboys over at very

(More eyes that see a post more chance of reply's if anyone that reads it don't fall into a bordem coma whilst reading)

You don't have to justify yourself to trolls like that, they just scour the forums to cause trouble or make people feel bad. Ignore the saddo.

Your mortgage broker should be fighting your corner, as it seems unreasonable given you've a very detailed explanation. This is what brokers are for - to make things happen when it seems they won't. You might want to let other brokers on here know who the lender is so we can give you a second opinion on your chances of getting it overturned.

fishingcinema

MortgageMamma wrote: »

You don't have to justify yourself to trolls like that, they just scour the forums to cause trouble or make people feel bad. Ignore the saddo.

Your mortgage broker should be fighting your corner, as it seems unreasonable given you've a very detailed explanation. This is what brokers are for - to make things happen when it seems they won't. You might want to let other brokers on here know who the lender is so we can give you a second opinion on your chances of getting it overturned.

Ahh I have time to kill and in a surprising cheery mood this evening can't make me feel any worse than I do..

Thank you very much for your help and advice it's been fantastic I'm going to ring mortgage company tomorrow and report back to you

Many thanks again

banks4u

Question did you raise a complaint to Very initially ? Did they record it as a complaint? Eg send you an initial letter and respond within 8 weeks?

If you did raise the compLaint then make sure you put that in your letter to the financial ombudsman. As they will just push it back if you didn't. Also make clear if they didn't agree it was a mistake why did they refund you.

I agree with the above posts, the broker should fight your corner, supply them or the lender a copy of the dispute. I'm sure someone like Halifax will take a view on this. Worst case some in like KEnsignton mortgages but rates are high.

getmore4less

Should have a DD set up for min payments on all accounts to avoid forgetfulness.

Did you not think when the offer came through the post, oh not had a statement for a while from very?

(Standard practice is to post in one forum and cross post in others to get the replies into one place)

fishingcinema

banks4u wrote: »

Question did you raise a complaint to Very initially ? Did they record it as a complaint? Eg send you an initial letter and respond within 8 weeks?

If you did raise the compLaint then make sure you put that in your letter to the financial ombudsman. As they will just push it back if you didn't. Also make clear if they didn't agree it was a mistake why did they refund you.

I agree with the above posts, the broker should fight your corner, supply them or the lender a copy of the dispute. I'm sure someone like Halifax will take a view on this. Worst case some in like KEnsignton mortgages but rates are high.

Hi thank you for taking the time to read and reply.
Yes I initially raised the complaint with very in January 2016
Yes I had an initial letter to say looking into complaint and should receive a response by x date. Had not received a response so contacted them and went higher again. They said they have already sent a final response letter I asked for them to send me another one stating what there final response and why. This was friday just gone so I am awaiting that. I had not thought about going from the angle of why did you remove the late payment charge if the issue was my fault.
Thank you again for you comment was very helpful

fishingcinema

getmore4less wrote: »

Should have a DD set up for min payments on all accounts to avoid forgetfulness.

Did you not think when the offer came through the post, oh not had a statement for a while from very?

(Standard practice is to post in one forum and cross post in others to get the replies into one place)

Thank you for taking the time to read and reply
Would have solved any issues like this arising.
To be honest no did not as I had still been receiving statements for my second very account.