Plea to Direct Line

Jonesey2020

Direct Line, please, please, please put online Mortgage support to your site people are struggling.
HELP

MartinW24

I've been trying to get through every day for 2 weeks.
If you call 0345 300 1400, the message asks you to call the dedicated support number of 0800 161 5923.
From Monday the times for this number were updated to 9am to 5pm Monday to Friday.
All day yesterday and so far this morning there is a new automated message saying that they are unable to transfer my call to a member of staff due to a technical difficulty.
Yesterday (about 4pm) that briefly changed to there is a high volume of calls and the current wait time will take me past the end time, so try again tomorrow.
There needs to be an actual page on their website explaining exactly what you need to do to request the mortgage repayment holiday.  I would hate to be going through all this phone stuff to be told in 2-3 weeks time (or whenever I actually manage to speak to someone) that I need to apply by filling out a form and sending it to them.
If it can all be done over the phone, that is fine, but it is the not knowing at this time that is making not being able to get through so frustrating.
Come on Direct Line - please help your customers a lit bit more.

ACG

As far as I am aware (could be wrong) Direct line mortgages are managed by RBS/Natwest. So I would assume you would fall under their guidance?

MartinW24

That's the thing - there is nothing on the Direct Line website or as part of the automated messaging.
For RBS you have to fill out a form.
For Direct Line it doesn't give any information other than a number to call.  
It would be helpful if they put up a wen page to confirm the procedure.  If we do need to fill out a form, it would probably take a lot of the call traffic away that they are obviously struggling to deal with.
They are wasting their time and ours.
I have no problem filling out a form, just need to know if that is the correct procedure (along with what exact form we need to complete and where it needs to be sent to etc).
I have been trying the 0800 161 5923 number this morning and each time I get the.... - we are currently unable to transfer you to a member of our team, due to a technical difficulty message.  Same message as yesterday.

MartinW24

Update....
I have been trying 0800 161 5923 throughout the day without success.
I decided to try the original number of 0345 300 1400 and the automated message has been removed that was asking you to call the other number.
I went through the options and hung on as a general query.  Took no more than about 4-5 minutes to actually speak to someone.
She took all details and is passing the request onto the relevant team/section who will be contacting me in the next 3-5 working days.
At least I've got the ball rolling. 
Good luck to everyone else and take care out there.