Acenden (formerly Capstone)

Peridot67

I fell into arrears with my mortgage following redundancy then long term unemployment due to a chronic illness. I have maintained payments to Acenden out of my disability benefits paying off arrears at a rate of £20 per month. In July this year, following backdated payments from the DWP after I applied for the mortgage interest loan from the DWP, Acenden, detecting multiple payments on the account decided to cancel my arrangement, thus taking away the amount now paid in excess of what was agreed (around £400)... I complained and they apologised offering me compensation. So, the arrangement was set up again and I have paid in line with that arrangement ever since. On December 19th (a day after my payment was received) for no apparent reason they then cancelled my arrangement AGAIN! I have made all payments in line with the arrangement, so close to christmas, the stress caused me to be ill all over the christmas period, they seem determined to undermine all of my attempts to get debt free and have now TWICE cancelled an arrangement I have dutifully paid. I wrote to them after christmas as I no longer trust them to speak to verbally and I received 2 text messages demanding I call them to be greeted by announcing what my arrears are and how am I going to pay!?! After explaining that I have been paying and that I haven't broken the terms of my arrangement with them and can they go away and answer my letter asking for an explanation, I got an apology, this should not have happened speech and offering of £50 then £200 for my trouble... I am furious! they have done this to me TWICE in the last 6 months... fair enough if I weren't paying but I am! I would dearly love to sell my house as I cant use the stairs anymore plus not have to use disability benefits to pay mortgage and actually pay for the help I need but I would have nowhere to go and I cant raise the money needed to put the house on the market in the first place (its a shared ownership so its not as straight forward as an outright sale).. I am nearing the end of my tether and completely at the mercy of this incompetent company and starting to believe that someone there has got it in for me as I can think of no other logical reason why a company would cancel an arrangement that is being paid, twice! I have left it by asking them to investigate and respond in writing to me, putting any compensation onto the account but cant help but feel having happened twice recently this will not be the last time they do this.. has anyone else experienced anything like this? - arrears now less than £400.