My mortgage

Ann_owen_2

During this awful pandemic ..we have paid every penny of our mortgage....but have had to let them know it will be late by few days due to lockdown etc as hubby works in france ..and virus has had a huge affect on our life due to people being sick and offices working on lower staff etc ...now our mortgage has charged us £50 every month ..quoting ..we hadnt an arrangement in place ....but id e mailed them every month...and given them date it would be paid by ..and every penny paid by that date ...our mortgage is low and pay£ 210.a month ...so £50charge takes a quarter of our payment ...now theyre saying we owe them nearly 3 months in charges ..and i have appealed .and begged them that this isnt right ....they say that e mail does not act as a verbal arrangement..but you cant get through to them as they are working from home or skeleton crew in office ....im banging my head against a brick wall....they are now putting us in arrears due to their charges ...i usually pay on 1st of each month ..but wages are anything between 30th and 10th ..so not late by much ..and i do let them know .. help  

[Deleted User]

You need to talk with them and get a repayment plan in place if you're no longer able to meet your contractual payments.

Just sending an email saying you can't pay won't prevent charges.

MallyGirl

As @Deleted_User says - you telling that you are going to pay late is not an arrangement. They need to agree to a change.
I will move this to the mortgages section

ACG

I agree with the above, you telling someone you are doing something is nice, but it is not an agreement. 

If you have evidence of phone calls you made to them and could not get through after say 20-30 minutes on hold on a couple of occasions along with the emails, I would put in a formal complaint and then take it to the ombudsman if necessary as I think under the current circumstances there needs to be some give and take. But if you rang up and after 30 seconds gave up and sent an email, I am not sure that really constitutes you trying to get through. No harm in putting a complaint in though.

Why did you not just do the covid payment holiday thing?