Complaint paid for Homebuyers bank provided basic and now I am out of pocket

LondonRose_2

Thanks for reading............

I would like some advice we upgraded our basic survey to a homebuyers and paid for this service. Icalled the surveyor the day before who had no record of this being booked so called the mortgage provider who assured me it had been swapped to a different provider but was still a home buyers report. On the day of the survey the mortgage provide contacted us to say they had done a basic. I called the mortgage provider was told who I spoke to previously should have called the surveyors to check the correct one was booked in and then said it was a system error and the difference between the basic and homebuyers survey had been refunded back to me. Which I never instructed, she then called me the next day to say it was not their error and they would not accept liability. I asked for this to be put in writing to my mortgage broker and I emailed the mortgage broker what had happened and she would raise it with the business development manager, 6 days later still no response. In the meantime I have had to pay the surveyor direct for the homebuyers so am £300 out of pocket. What should I do? Am new to this as its our first purchase the mortgage has been approved but if I raise a complaint can they then cancel our mortgage? The reason I am so upset is someone is lying and covering their tracks which means I am now £300 out of pocket and considering I have paid out 2k in the last 2 months on legal fees £300 is a lot of money to me just to let it go down the drain.

amnblog

No-one is going to cancel a mortgage application due to a complaint.

There has been some miss communication.

Your email says the difference between cost of the two valuation types has been refunded back to you.

You need to just be patient and let your broker address this for you.

LondonRose_2

I feel I cannot trust either what the mortgage broker is saying or the mortgage provider as the mortgage advisor is on tiptoes around the mortgage provider. I emailed the mortgage advisor today informing I am submitting a complaint as my complaint with the business development manager has not been acknowledged in the last 6 days I have had to pay out for another homebuyers survey which is happening tomorrow. The mortgage advisor I feel is trying to stall my complaint and instead has said it looks unlikely they will not reimburse the £300 we are out of pocket for.

LondonRose_2

Yes the difference between the basic and homebuyers was refunded back without my knowledge or any communication I called the mortgage provider the day before the survey to confirm it was still going ahead and the type of survey and it was all confirmed verbally I was none the wiser that they had already processed the refund but it had not reached my account at that point.

silvercar

Why are you out of pocket? You paid the surveyor direct, the mortgage broker refunds you......

kingstreet

The combined basic valuation and homebuyers would have cost less than the two separate jobs.

The OP has contracted separately with a surveyor and has paid the full £300 directly having had the difference in the above two refunded by the lender.

It would have been better if the OP had waited for the issue to be resolved as they would more than likely have got the homebuyers done without any additional cost as the lender would have leaned on the surveyor to do it.

However, the delay in the response appears to have forced the OP into unilateral action.