Aldermore/ trussle problems and seller about to pull out

fortylittletoes

I posted this on the buying a house topic but was told i may be better posting here hope thats ok!

We applied for a mortgage with Aldermore through Trussle - the full application went in around mid April. 

The whole thing has been a nightmare so far- Aldermore are asking for paper copies of everything so we have duly sent. 

We have been stuck on one letter since the middle of May. 

We had tax credits last year we have a much reduced amount this year due to pay rises (it comes to £88 a month now). 

We are NOT using the tax credits as part of the affordability calculations so it doesn’t really have any effect on the mortgage at all. We dont yet have an award letter for the current year tax credits say it could be weeks. 

 Trussle has sent in the application and paperwork. Aldermore write back asking for the tax credit letter. Trussle writes back saying we dont have it and we are not using the tax credits. 

Aldermore wait a week or two then write back requesting the same letter with no acknowledgement that anyone has mentioned anything about it before. 

Trussle write back …. Repeat over and over. 

Trussle tell us that as far as they can see there is no reason at all why aldermore are doing this - advisor said it seems like they are not reading their emails. 

The advisor is now on holiday and we were supposed to get an “urgent” callback from her manager on friday. We havent heard anything and have no contact details for the manager. 

The seller thinks we are messing them around and is getting very stressed and we are getting frequent calls asking for updates. The sale with just fall through if this goes on much longer . 

Trussle dont seem to know whats going on and dont seem to have anyway to actually figure it out. They are helpful enough but dont seem to be able to speak with the underwriters at all. 

At this point even if Aldermore turned round and said no because we dont have the letter at least we would have an answer!

Has anyone else been in this situation? 

Its been 10 weeks since we put in the full application and since mid may its been stuck on this. 

Do we have anyway forward here? Has anyone had a similar situation?