Nationwide - possible error with mortgage overpayments?

muhandis

Hi,

My partner and I have a mortgage with NW towards which we make regular overpayments, especially in the last 5 days of the month when we know exactly how much we can spare.

We usually do this by making faster payments from about 4-5 different accounts in our names (some individual, some joint). After a gap of 3-4 working days, NW's online banking has always showed the correct total amount paid in a particular month (usual payment + any overpayments). They do not provide a breakdown showing the individual payments.

In the last week of October, we made multiple overpayments from all our accounts (in hindsight I probably should have consolidated all of those and made one single payment).

The total paid for October took about a week to stabilise on my NW login, it went up and down by a few hundred pounds every other day which was attributed to "month end closing admin which will sort itself out in 4-5 working days" according to the NW helpline who advised me to wait for a few days.

I let it be for a week and it did stabilise, however the total appears to be about £35 short of what we actually paid in October. I went through each of our accounts and totalled up the payments twice to make sure I wasn't making a mistake.

- We hadn't made any single overpayment which equals £35, the closest is a £200 overpayment.

- It shouldn't be an ERC deduction as NW's online portal says that we're still 5k from the fee-free overpayment limit for this year.

I again emailed NW with the individual payments made and they replied that their total is correct and that they will send across a statement. I waited for the statement and all it shows is exactly the same as the online account - totals for every month but no breakdown showing individual payments.

I was wondering if anyone has come across this kind of issue with NW?

I've spent so much time and effort chasing this £35 difference, not sure what to do next besides making a formal complaint. It's not the amount that I'm concerned about, just the possibility that an error could be made in totalling up payments to my mortgage account.

I'd be grateful for any advice or thoughts on this.

Thanks,

K

TrickyDicky101

I think formal complaint is the right way to go - it will concentrate minds on their side. They *should* be able to provide a breakdown of the individual amounts received - it just takes a bit more effort which is possibly why who you have been speaking to so far is either incapable or unwilling to provide that level of granularity.