Halifax error, not honouring applications made

HWBY

Just had a call from our broker, our application for 4.08% that was made yesterday afternoon was apparently struck by a system error, and not processed by Halifax. They're refusing to accept it, so we have to apply again - the best rate now is 5.29% with Natwest.

Beyond annoyed. We already had a house fall through at the six month mark and lost of the mortgage offer of 1.97%. We're FTBs and this is just an absolute joke. Anyone else fallen to this?

Neilos9

I would be asking my broker for confirmation that it was submitted, Halifax send Automated Confirmation, that it has both been submitted and Accepted - I would then Assuming the broker actually had, being raising a formal with Halifax....

However, i think maybe your broker has not told the full truth......

HWBY

We're with L&C, I did tell her I don't fully believe her. Her explanation is that it was sent, but a system backlog on Halifax's end meant it wasn't processed in time.

Neilos9

Its an automated system.....
I again would ask for a copy of the email to say it had been submitted.

K_S

@HWBY With L&C (and other volume brokers like Habito, Trussle, etc.) the broker does not key in applications. Once advice is done and the client has accepted the recommendation, the case is passed on to an admin/case-manager team who then sit and key in the application.

The Halifax system was indeed quite slow yesterday from afternoon to late evening due to some very competitive purchase products being pulled. So what is likely to have happened is that your application never got to the top of the queue so wasn't submitted.

Just to be clear this isn't a dig at L&C, the primary issue is indeed that the Halifax system was very hard to work with last evening. It took me a few hours and working all the way to the deadline to submit two applications for my clients, ordinarily it would be a 20 minute job.

HWBY

K_S said:

@HWBY With L&C (and other volume brokers like Habito, Trussle, etc.) the broker does not key in applications. Once advice is done and the client has accepted the recommendation, the case is passed on to an admin/case-manager team who then sit and key in the application.

The Halifax system was indeed quite slow yesterday from afternoon to late evening due to some very competitive purchase products being pulled. So what is likely to have happened is that your application never got to the top of the queue so wasn't submitted.

Just to be clear this isn't a dig at L&C, the primary issue is indeed that the Halifax system was very hard to work with last evening. It took me a few hours and working all the way to the deadline to submit two applications for my clients, ordinarily it would be a 20 minute job.

That's certainly different to the explanation she was giving me, I've asked for proof it was submitted in the first place.

K_S

HWBY said:

K_S said:

@HWBY With L&C (and other volume brokers like Habito, Trussle, etc.) the broker does not key in applications. Once advice is done and the client has accepted the recommendation, the case is passed on to an admin/case-manager team who then sit and key in the application.

The Halifax system was indeed quite slow yesterday from afternoon to late evening due to some very competitive purchase products being pulled. So what is likely to have happened is that your application never got to the top of the queue so wasn't submitted.

Just to be clear this isn't a dig at L&C, the primary issue is indeed that the Halifax system was very hard to work with last evening. It took me a few hours and working all the way to the deadline to submit two applications for my clients, ordinarily it would be a 20 minute job.

That's certainly different to the explanation she was giving me, I've asked for proof it was submitted in the first place.

@hwby Just to be clear my explanation was simply an educated guess based on how they work, the info in your post and my experience from yesterday.

It was taking 4-5 times as long as it normally does to submit an application on the Halifax system, with it timing out often. If that is what happened at their end, they should have simply said that.

Knowing how these things work close to the deadline, I did tell my clients in advance that I'll do my best to secure the rate but that there's no guarantee that I'll be able to do it if the system doesn't co-operate at all.

simon_or

That's really bad luck.

They probably had tons of applications to get through and never got to your's because of the backlog due to the Halifax system issues. I guess like KS, thousands of brokers up and down the country were rushing to get their applications in. A salaried admin bod at L&C is hardly going to put in overtime to clear a backlog.

When did you accept the quote and send all the required documents? Just yesterday?

Neilos9

Not applicants thought if they were overworked and had backlog  - Broker said it had been submitted - Assuming it had not, then they lied - Not good.....

Broker is blaming Halifax for own backlog from the sound of it.

HWBY

Update, our broker has confirmed that it's actually a case of the system was slow, and they never submitted our application in the first place. It was sent over to the applications team at 13:18 yesterday and then not inputted.

We had our call and accepted the quote, sent all documents on Monday.

I'm angry at the money they've cost us in the new rate, as well as being lied to over the phone about what's actually happened. I understand there's no recourse, but I am so sick and tired of trying to get on the housing ladder only to be met with "oh bad luck" at every turn.

Neilos9

Again, this does not sound like a YOU problem, this is a L+C problem.....

Broker said we submitted, and has now changed tune - if this is correct i would be raising a complaint.

Assume L+C record all calls for compliance purposes.....