Help to Buy not answering phone

hannah11111

I am in contact with Melissa York, the times assistant property editor and had a call today regarding the issue. We’re starting to be listened to but more people writing to their MPs and tweeting/sending emails would be the best course of action 

JonoGriff40

Im so stressed...just want you to answer your phones and explain this email you sent me 

Good Afternoon,

Thank you for your Application to make a repayment to your equity loan.

Please contact us as a matter of emergency 

You can contact us on 0300 123 4123 Monday - Friday between 8am-8pm and Saturday 9am-1pm

Kind regards

(Removed by Forum Team)

What does this mean? The new house is now on hold until someone replies to my email in '10 days' or they answer their phones....

What options do we have? and what is so a matter of emergency

sunny_money

Because there have been a few reports of ‘lost’ information / information not being transferred, I’ve contacted the ICO. For anyone that has been directly told this by Lenvi, can you please email icocasework@ico.org.uk and they will look into it when enough people report this to them. Can someone please share this on Twitter? 

JackWilliam1234

Signed up the MSE as I'm in the same boat. I was able to get through to someone this morning and he processed my redemption quote while on the phone. I'm still waiting on the undertaking to be sent to our solicitor (which was meant to have been sent immediately) so back on hold. 

Just to give people a glimmer of hope - I have been able to speak to someone today. Although I spent over 10 hours on hold last week and another 4 today.

hannah11111

JackWilliam1234 said:

Signed up the MSE as I'm in the same boat. I was able to get through to someone this morning and he processed my redemption quote while on the phone. I'm still waiting on the undertaking to be sent to our solicitor (which was meant to have been sent immediately) so back on hold. 

Just to give people a glimmer of hope - I have been able to speak to someone today. Although I spent over 10 hours on hold last week and another 4 today.

@j@JackWilliam1234 can I ask if they said the redemption will be sent by post or electronically? Just curious for the next steps 

JackWilliam1234

hannah11111 said:

JackWilliam1234 said:

Signed up the MSE as I'm in the same boat. I was able to get through to someone this morning and he processed my redemption quote while on the phone. I'm still waiting on the undertaking to be sent to our solicitor (which was meant to have been sent immediately) so back on hold. 

Just to give people a glimmer of hope - I have been able to speak to someone today. Although I spent over 10 hours on hold last week and another 4 today.

@j@JackWilliam1234 can I ask if they said the redemption will be sent by post or electronically? Just curious for the next steps 

I asked this specifically and they said the letter would be sent by post AND electronically. 

LittleBradders

JackWilliam1234 said:

Signed up the MSE as I'm in the same boat. I was able to get through to someone this morning and he processed my redemption quote while on the phone. I'm still waiting on the undertaking to be sent to our solicitor (which was meant to have been sent immediately) so back on hold. 

Just to give people a glimmer of hope - I have been able to speak to someone today. Although I spent over 10 hours on hold last week and another 4 today.

Hi Jack,

Are you using the number ending in 4123? If so did you also have the issue of being cut off after an hour each time?

sean_proxy

Thank you for this thread - it's been helpful as I'm one of the many also impacted by this dire situation. 

I contacted my local councillor using the link that @sunny_money provided and got a response very quickly. They recognised that something has gone badly wrong here and forwarded the matter onto my local MP with a request for action. 

I urge you all to do the same as the more noise we can collectively create around this, the more likely we will get a swift resolution. 

**New member so I can't post links yet but it is as follows (just remove the spaces):
https:// writetothem .com

JackWilliam1234

LittleBradders said:

JackWilliam1234 said:

Signed up the MSE as I'm in the same boat. I was able to get through to someone this morning and he processed my redemption quote while on the phone. I'm still waiting on the undertaking to be sent to our solicitor (which was meant to have been sent immediately) so back on hold. 

Just to give people a glimmer of hope - I have been able to speak to someone today. Although I spent over 10 hours on hold last week and another 4 today.

Hi Jack,

Are you using the number ending in 4123? If so did you also have the issue of being cut off after an hour each time?

Yes, the standard number and still getting cut off after 1hr. I think that there's a large element of luck involved as to whether you get through before the hourly cut-off. 

Also, when I did get through, he processed my form while I was on the call (which took around 30 mins). My situation is fairly straightforward (I've sent all documentation across, and it's all compliant etc.), so I can imagine it takes a lot longer in some cases. 

My guess is there are very few call spots open each day, and when they do answer, they spend quite a lot of time speaking to each customer.

OnHoldAdInfinitum

I managed to get through on Friday evening and to the credit of the person I spoke to she was helpful and did phone back when she sadi she would.

With the cutoff issue my advice would be to phone through on as many phones as possible, assuming you can take the idea of their hold music in out of sync stereo...

My new issue with them is that the DD for the Help To Buy charges has disappeared. No idea why as I didn't cancel it.