Mortgage Express Problem

englishdad

Hi everyone
I hope this is the right forum, please move if not.
I have been with Mortgage Express now for many years and always paid my monthly payments on time (it's not on direct debit), but when phoning them to pay as I usually do on the last day of the month, their phone system shut as I was in the queue. It just cut me off because I had reached their closing time (yes, I left it to the last 15 mins to pay because I forgot on this one occasion). This was on a Saturday so I couldn't phone until the Monday, however I found an automated payment number and phoned that straight after I was cut off, only to be told that there were technical issues and I couldn't use it!!

I presumed that when I phoned them the exact minute they opened, they might accept that if there wasn't a technical issue when I phoned I would not be late, however they simply said they would have to look into it and I would get a decision in 8 weeks at the most..........however, in the meantime I might get charged the late fee of £40 and my credit file would be marked as 1 month in arrears, which at the moment would be devastating because I am trying to re-mortgage.

This of course happened on the 30th November and today I received a letter saying that I was in arrears and charged £40!!!! even though I paid it by debit card (as usual) on the Monday when I phoned.

Technically, even though it was their fault I couldn't pay on 30th November, I was literally less than five minutes late paying and for that they are going to completely ruin my credit file and chances of a new mortgage. Mortgage express do not issue mortgages anymore so I am completely trapped unless I go elsewhere.

Does anyone know how/who/where I can complain about this, it is absolutely ridiculous and could ruin my life for the sake of 5 minutes.

Any advice much appreciated. Thanks.

Thrugelmir

englishdad wrote: »

Does anyone know how/who/where I can complain about this, it is absolutely ridiculous and could ruin my life for the sake of 5 minutes.

Why don't you pay by either standing order or direct debit? Arguably it's ridiculous to complain when it's you that's left it to the last minute. Perhaps something that should be considered for future.

Given the technical issues along with your previous good record. There's a reasonable possibility that the charges will be refunded. Though having used a life any future indiscretion might not be looked upon so kindly.

One late payment marker isn't going to destroy your credit record in isolation. With time it will age and become a non issue.

englishdad

Hi Thrugelmir

Thanks for your reply

Yes, I could pay by by SO or DD and I did expect the very first comment to say that, however I disagree. It is my choice how I pay and the fact is it would have been on time had they not had a technical issue. I shouldn't be penalised for something that was beyond my control. Even the (widely known to be draconian) VAT people give you leeway when you are late, even if it is your fault, so to be given a severe penalty by a building society (Bradford & Bingley own Mortgage Express) seems just a tad OTT.

Also, just to mention, one bad marker does destroy your credit rating because you then have to wait a whole year before it is ignored again and in the meantime, where you might have got a mortgage with a reasonable 1.6%, you might now only be able to get an unreasonable 3.5% and depending on what the mortgage value is, could cost thousands of pounds.

All the best

Pete

Thrugelmir

englishdad wrote: »

Yes, I could pay by by SO or DD and I did expect the very first comment to say that, however I disagree. It is my choice how I pay and the fact is it would have been on time had they not had a technical issue. I shouldn't be penalised for something that was beyond my control.

My only observation is that a degree of common sense / reasonableness needs to be applied. You wouldn't leave it to the last minute to leave home to attend a job interview. In case you missed the start time.

Bradford and Bingley (at least the mortgage books were) was nationalised years ago. Now under the UKAR umbrella along with NRAM (Northern Rock).

csgohan4

englishdad wrote: »

Hi Thrugelmir

Thanks for your reply

Yes, I could pay by by SO or DD and I did expect the very first comment to say that, however I disagree. It is my choice how I pay and the fact is it would have been on time had they not had a technical issue. I shouldn't be penalised for something that was beyond my control. Even the (widely known to be draconian) VAT people give you leeway when you are late, even if it is your fault, so to be given a severe penalty by a building society (Bradford & Bingley own Mortgage Express) seems just a tad OTT.

Also, just to mention, one bad marker does destroy your credit rating because you then have to wait a whole year before it is ignored again and in the meantime, where you might have got a mortgage with a reasonable 1.6%, you might now only be able to get an unreasonable 3.5% and depending on what the mortgage value is, could cost thousands of pounds.

All the best

Pete

Then if it was your choice to pay manually, then you should also take responsibility for leaving it late. You reap what you sow


VAT payments are not the same, A mortgage is not a tax which you can pay months after filing the returns.


If someone/customer owed you money on X date you would expect them to pay by then or action will be taken.

tommyedinburgh

englishdad wrote: »

Hi everyone
I hope this is the right forum, please move if not.
I have been with Mortgage Express now for many years and always paid my monthly payments on time (it's not on direct debit), but when phoning them to pay as I usually do on the last day of the month, their phone system shut as I was in the queue. It just cut me off because I had reached their closing time (yes, I left it to the last 15 mins to pay because I forgot on this one occasion). This was on a Saturday so I couldn't phone until the Monday, however I found an automated payment number and phoned that straight after I was cut off, only to be told that there were technical issues and I couldn't use it!!

I presumed that when I phoned them the exact minute they opened, they might accept that if there wasn't a technical issue when I phoned I would not be late, however they simply said they would have to look into it and I would get a decision in 8 weeks at the most..........however, in the meantime I might get charged the late fee of £40 and my credit file would be marked as 1 month in arrears, which at the moment would be devastating because I am trying to re-mortgage.

This of course happened on the 30th November and today I received a letter saying that I was in arrears and charged £40!!!! even though I paid it by debit card (as usual) on the Monday when I phoned.

Technically, even though it was their fault I couldn't pay on 30th November, I was literally less than five minutes late paying and for that they are going to completely ruin my credit file and chances of a new mortgage. Mortgage express do not issue mortgages anymore so I am completely trapped unless I go elsewhere.

Does anyone know how/who/where I can complain about this, it is absolutely ridiculous and could ruin my life for the sake of 5 minutes.

Any advice much appreciated. Thanks.

I presume you've already set up a DD moving forward?