Help to Buy not answering phone

topbluenose89

sophiemalin said:

Im needing my authority to proceed today. Has anyone had any luck getting through? I have been on hold for days , I keep getting cut off after an hour and no reply to any of my emails. Im at my witts end. Im pregnant and this is so stressful for me. I have no idea who / what to speak to. My solicitors cant get through so everything has come to a standstill

Ditto - including pregnancy!!!!

Tried calling at 8am and no luck. Think I have PTSD from the on hold music

MSE_James

Just wanted to say that I have brought the issues raised in this thread to the attention of colleagues here at MSE

L00pyLou

On hold again for the third time this morning it’s a bit like Groundhog Day really need my ATC should have completed last week. I now have 75% of my belongings in storage and no idea when they are going to answer the phone 
I have emailed, DM’d and tweeted HTB and contacted my MP not sure what else any of us can do 

catdad

silvercar said:

I wonder how big the organisation actually is and whether their telecoms/ IT department is fully manned at all times. Could it be as simple as annual leave has interrupted service?

Their LinkedIn page has them at 200-500 employees, a news story about the business' launch back in March said they had 320 covering the accounts of 3 banks and Admiral Insurance.

Grasshopper42

Has anyone wrote to there MP and is willing to share the letter so i could get an idea of what has been said so i can send one to mine also.

lavenderfields

Writing with the back drop of the hold music.  

Our solicitor needs to confirm bank details with Lenvi before being able to issue the form with our completion date for Lenvi to approve and sign.  Based on 8 hrs of being on hold so far across two phones nothing seems likely anymore.  

Has anyone managed to get through on the phone today? 

LittleBradders

Joining MSE in desperation!

We were supposed to complete on our re-mortgage today, both myself and solicitor have spent hours on hold over the past 4 days chasing the Authority to Complete and we have not made any progress being cut off each time after 1hr, 1 minute and around 30-40 seconds.

I've read through this entire feed, calling FCA, being given the same Lenvi contact details for an 0345 number and Zoe Jackson email and just absolutely nothing is working. Calling equiniti, Lenvi, all dead ends. 

My hopes of completion going ahead today is very very slim and withering. close to tears fearing our SVR kicking in and no end in sight considering this could go on for weeks? 

I'm sorry I have nothing to add, fingers crossed someone else has a success story come through to give some hope!

MihaB

lavenderfields said:

Writing with the back drop of the hold music.  

Our solicitor needs to confirm bank details with Lenvi before being able to issue the form with our completion date for Lenvi to approve and sign.  Based on 8 hrs of being on hold so far across two phones nothing seems likely anymore.  

Has anyone managed to get through on the phone today? 

I just got through only to be told that they can't find the undertaking that my solicitor sent more than 2 weeks ago, as apparently not all documents have transferred across from Target, etc (a bunch of nonsensical excuses)...I asked the solicitor to resend just now and the customer service guy said he'd call me back at 3pm. I think that if he does indeed call it would be considered a miracle...however, as much as I would like to hope, I get the feeling it's all in vain. We're due to complete tomorrow, and we started this whole thing beginning of the year, to ensure everything is done in time etc...I've been on hold for a total of 30hrs so far, and I think I will have to carry on calling after 3pm and pray I manage to get through again. 

hannah11111

MihaB said:

lavenderfields said:

Writing with the back drop of the hold music.  

Our solicitor needs to confirm bank details with Lenvi before being able to issue the form with our completion date for Lenvi to approve and sign.  Based on 8 hrs of being on hold so far across two phones nothing seems likely anymore.  

Has anyone managed to get through on the phone today? 

I just got through only to be told that they can't find the undertaking that my solicitor sent more than 2 weeks ago, as apparently not all documents have transferred across from Target, etc (a bunch of nonsensical excuses)...I asked the solicitor to resend just now and the customer service guy said he'd call me back at 3pm. I think that if he does indeed call it would be considered a miracle...however, as much as I would like to hope, I get the feeling it's all in vain. We're due to complete tomorrow, and we started this whole thing beginning of the year, to ensure everything is done in time etc...I've been on hold for a total of 30hrs so far, and I think I will have to carry on calling after 3pm and pray I manage to get through again. 

I would highly suggest resending the document from to her solicitor now and then calling again today to have it put on the system again. All our documents were lost and so we’ve been waiting for a redemption statement since 16 may 

mimhop

LittleBradders said:

Joining MSE in desperation!

We were supposed to complete on our re-mortgage today, both myself and solicitor have spent hours on hold over the past 4 days chasing the Authority to Complete and we have not made any progress being cut off each time after 1hr, 1 minute and around 30-40 seconds.

I've read through this entire feed, calling FCA, being given the same Lenvi contact details for an 0345 number and Zoe Jackson email and just absolutely nothing is working. Calling equiniti, Lenvi, all dead ends. 

My hopes of completion going ahead today is very very slim and withering. close to tears fearing our SVR kicking in and no end in sight considering this could go on for weeks? 

I'm sorry I have nothing to add, fingers crossed someone else has a success story come through to give some hope!

I was having same issue and have now been moved to an SVR despite having a mortgage offer for a much lower rate. Now in the position that the 3 month deadline on the valuation I had may run out before they complete in which case I will have to start the whole process again. Honestly despairing at this point. I’m currently paying more than I should on my mortgage for no reason other than Lenvi/HTBs failure to process basic documents on time. Spent two weeks on hold (whilst trying to do my actual job), just feel like I’m at my wits end.

Have contacted journalists and am
now writing to my MP but just don’t really
have much hope of this being sorted