Halifax not sending me letters regarding my mortgage

SeeAreEff

My mortgage is up in the Spring, but Halifax haven't been sending me any letters regarding it for over a year, and they've ignored my request for more info & to email me the missing (and any future) letters rather than just posting them.

I contacted them to complain and they insisted they have sent them out, confirmed the address was right, and refused to do anything else -- saying it must be the Royal Mail's fault and I need to contact them -- I presume there must be some evil conspiracy at the Royal Mail to intercept post to me-and-only-me from Halifax-and-only-Halifax!

I've contacted the Royal Mail anyway (even though it's pretty obvious what they'll say!) as I expect the Ombudsman will require I jump through any hoops Halifax present before they'll do anything, just waiting on hearing back from them at the moment.

When I do raise it with them Ombudsman how quickly are they likely to respond and force Halifax to at least (i) send me the missing letters, and ideally (ii) answer the various questions I've raised about what's gone wrong? I tend to assume that Ombudsmen move glacially slowly, and as there are only a few months left on my mortgage that's rather concerning.

Thanks,

penners324

I hardly ever got letter correspondence from Halifax about my mortgage. 

Annual statement was all I got.

Then 3 months prior to the deal running I got letter about that and to look online for the rates available for a product switch.

What letters are you expecting?

I did have their app though which showed all relevant information about the mortgage 

SeeAreEff

I've not received any interest rate change notifications, annual statement, or anything regarding the end of the mortgage -- at the very least they should be sending out the first two of those, even if for some reason they aren't sending the third. When I contacted them they claimed to have sent me thirty-something letters in the past year!

user1977

Can this information only reach you by post? I doubt an investigation would reveal a problem at their end, unless there's been some glitch with your address.

RelievedSheff

Why would Halifax need to be sending you 3 letters a month?

We have had our mortgage with them for a little over 18 months and have received one letter in that time, our annual mortgage statement.

You can get all of the information you need from your online account on their website. 

london21

SeeAreEff said:

I've not received any interest rate change notifications, annual statement, or anything regarding the end of the mortgage -- at the very least they should be sending out the first two of those, even if for some reason they aren't sending the third. When I contacted them they claimed to have sent me thirty-something letters in the past year!

Do they send emails?

Contact them to find out why no contact and check they have the correct contact details.

They do send annual statements but might also be correspondent online in your mortgage account portal.

Interest rate changes if fixed not sure they send you letters, might just get emails but letters will likely go to those on variable and tracker rates. 

SeeAreEff

user1977 said:

Can this information only reach you by post? I doubt an investigation would reveal a problem at their end, unless there's been some glitch with your address.

I've asked them to email me the missing letters and they've just ignored it. That's why I'm asking how quickly the ombudsman will act to compel them to do so. 

There's a problem somewhere, and the only place it makes sense for it to be is with Halifax - I'm not having other post go missing, so unless the Post Office is specifically blocking post from Halifax-and-only-Halifax coming to me-and-only-me it's not at all clear where else the problem could be. 

SeeAreEff

RelievedSheff said:

We have had our mortgage with them for a little over 18 months and have received one letter in that time, our annual mortgage statement.

They should at least also be sending notifications of interest rate changes as well, and they didn't send last year's annual statement either. 

As for why they claim to have sent so many, I might have a better idea if I'd actually received any!

dunstonh

I've asked them to email me the missing letters and they've just ignored it. That's why I'm asking how quickly the ombudsman will act to compel them to do so. 

They wont send them via email.   

They may upload them to their online service though.  Are you letters appearing on there?

RelievedSheff

SeeAreEff said:

user1977 said:

Can this information only reach you by post? I doubt an investigation would reveal a problem at their end, unless there's been some glitch with your address.

I've asked them to email me the missing letters and they've just ignored it. That's why I'm asking how quickly the ombudsman will act to compel them to do so. 

There's a problem somewhere, and the only place it makes sense for it to be is with Halifax - I'm not having other post go missing, so unless the Post Office is specifically blocking post from Halifax-and-only-Halifax coming to me-and-only-me it's not at all clear where else the problem could be. 

If you don't trust that they are sending them why not go into a local branch with some ID and ask for copies of them?

SeeAreEff

dunstonh said:

They may upload them to their online service though.  Are you letters appearing on there?

No, they're not showing on there. The address, account details, contact info, etc are all correct - Halifax say they've been sent out, but I've not received anything either by post or online.