Secured loan / 2nd charge mortgage - incorrect payment holiday

Grazeley

Afternoon,
Not sure if this thread should be here or Loans, but going to try here seeing as it's a secured loan.
Upon discovering my DD hadnt been taken a couple of months ago, i made a call to discover I had been put on a 3 mth payment holiday (after me flagging, them investigating - I was put on this without my consent or request/permission)
They have written to me to say was a mistake, my account wont be impacted /  interest / credit score , and I need to pay the last 2 months payments (£371 per mth) prior to them reversing the payment holiday. They have also sent me £50 as way of apology. 
Should i escalate this? I haven't received any info as to how or why this happened just that it was in error, and they haven't provided me a breakdown of my account activity as I asked to prove that no extra interest etc will be added to my account.

The bills I ensure I never miss are my mortgage and secured loan (i never default on any payments but these are always the priority) and Im so concerned they've messed up and I might be at detriment.
Thank you in advance.

Thrugelmir

Escalate for what purpose? Surprised you didn't realise earlier that the payments hadn't been taken. 

Grazeley

Thrugelmir said:

Escalate for what purpose? Surprised you didn't realise earlier that the payments hadn't been taken. 

I contacted them about a week after they missed my first DD when it still hadnt been taken from my bank. They said I was on a payment holiday, I questioned, they said they would investigate which could take a few weeks and in the meantime they would leave me on the payment holiday whilst they conducted their investigations.
So i did indeed realise that the payments werent taken.

Escalate as they made a mistake.

MWT

I would suggest that the time to 'escalate' would be if they do not do as they have said after you make the missing payments...

Thrugelmir

Grazeley said:

Thrugelmir said:

Escalate for what purpose? Surprised you didn't realise earlier that the payments hadn't been taken. 

I contacted them about a week after they missed my first DD when it still hadnt been taken from my bank. They said I was on a payment holiday, I questioned, they said they would investigate which could take a few weeks and in the meantime they would leave me on the payment holiday whilst they conducted their investigations.
So i did indeed realise that the payments werent taken.

Escalate as they made a mistake.

They are rectifying their error and given you good will compensation. Appears that the matter is dealt with.