Help to Buy not answering phone

marmitesocks

JonoGriff40 said:

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

What the...? I had a similar email which had a letter attached that simply said ' we are missing some information.'

Well what?! I replied immediatly re-attaching all my information again, but of course heard nothing back. Weeks ago now.

sophiemalin

marmitesocks said:

JonoGriff40 said:

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

What the...? I had a similar email which had a letter attached that simply said ' we are missing some information.'

Well what?! I replied immediatly re-attaching all my information again, but of course heard nothing back. Weeks ago now.

The whole situation is shocking. Im on my 4th hour of holding and the music is sending me insane

sunny_money

marmitesocks said:

JonoGriff40 said:

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

What the...? I had a similar email which had a letter attached that simply said ' we are missing some information.'

Well what?! I replied immediatly re-attaching all my information again, but of course heard nothing back. Weeks ago now.

Please contact the ICO: 

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.

Smith456

I have no words for how stressful and painful this has been.

I'm attempting to remortgage at the moment and supplied all the documentation on the 6th June, spent hours and hours on hold to finally get through to someone who told me they can't locate my account and a manager will call me back within 48 hours (shock they ever did). Finally a week later after being on hold for countless hours I managed to get an update from them and they told me they had all of my documentation and didn't need anything further. 

Fast-forward to today and I get a call from my solicitor and they have told my solicitor that they haven't received my solicitors details form, this was included in my original email with all of the documentation on the 6th June, so how can they have everything else and not that? They also haven't told me any of this I've had no communication from them at all. I've now re sent my same email with the documents and been told it will get looked at within 10 working days. As such my promotional rate on my old mortgage has expired and my mortgage has doubled for this month.

This is an absolute complete shambles and beyond stressful.

sophiemalin

Smith456 said:

I have no words for how stressful and painful this has been.

I'm attempting to remortgage at the moment and supplied all the documentation on the 6th June, spent hours and hours on hold to finally get through to someone who told me they can't locate my account and a manager will call me back within 48 hours (shock they ever did). Finally a week later after being on hold for countless hours I managed to get an update from them and they told me they had all of my documentation and didn't need anything further. 

Fast-forward to today and I get a call from my solicitor and they have told my solicitor that they haven't received my solicitors details form, this was included in my original email with all of the documentation on the 6th June, so how can they have everything else and not that? They also haven't told me any of this I've had no communication from them at all. I've now re sent my same email with the documents and been told it will get looked at within 10 working days. As such my promotional rate on my old mortgage has expired and my mortgage has doubled for this month.

This is an absolute complete shambles and beyond stressful.

Smith456 said:

I have no words for how stressful and painful this has been.

I'm attempting to remortgage at the moment and supplied all the documentation on the 6th June, spent hours and hours on hold to finally get through to someone who told me they can't locate my account and a manager will call me back within 48 hours (shock they ever did). Finally a week later after being on hold for countless hours I managed to get an update from them and they told me they had all of my documentation and didn't need anything further. 

Fast-forward to today and I get a call from my solicitor and they have told my solicitor that they haven't received my solicitors details form, this was included in my original email with all of the documentation on the 6th June, so how can they have everything else and not that? They also haven't told me any of this I've had no communication from them at all. I've now re sent my same email with the documents and been told it will get looked at within 10 working days. As such my promotional rate on my old mortgage has expired and my mortgage has doubled for this month.

This is an absolute complete shambles and beyond stressful.

Im so sorry - im in exactly the same situation - I cant believe this. Its so incredibly unfair - they're absolute scumbags 

mimhop

@sophiemalin @Smith456 so sorry and I am in the same position! I’ve emailed my MP and councillors as well as the journalist mentioned earlier in the chain Melissa.york@thetimes.co.uk and recommend you do the same (is there any value do you think in copying each others MPs councillors so they can speak to each other?) 

hoping that by raising as much awareness of this as poss it can be dealt with before we pay further months on SVRs!

cjpowell

We have been in the same stressful position as everyone else, waiting for our Authority to Complete. After a total of 19+ hours of being on hold and cut off, we finally got through today to someone who was able to issue the Authority to Complete as we were on the line. This will mean 5 days on SVR which by the sounds of some of the comments, we’re relatively lucky. While our issue appears to be solved, we have contacted our MP and will continue to raise awareness of the issue to help ensure something is done about this. Whilst this is a completely unacceptable level of service, the only thing that worked for us and advice to give, is to keep on calling.

sophiemalin

cjpowell said:

We have been in the same stressful position as everyone else, waiting for our Authority to Complete. After a total of 19+ hours of being on hold and cut off, we finally got through today to someone who was able to issue the Authority to Complete as we were on the line. This will mean 5 days on SVR which by the sounds of some of the comments, we’re relatively lucky. While our issue appears to be solved, we have contacted our MP and will continue to raise awareness of the issue to help ensure something is done about this. Whilst this is a completely unacceptable level of service, the only thing that worked for us and advice to give, is to keep on calling.

This is good to know - this is exactly my position so has given me some hope. 

sunny_money

sunny_money said:

My MP just confirmed:

Thank you for your email and for sharing your concerns with me. I was sorry to hear of the difficulties with the Help to Buy Scheme and I do appreciate how concerning this must be for those affected. 

I will raise this matter directly with Homes England to request a response to the points you have raised. 

Kind regards

My MP just replied again:

‘Further to our previous correspondence, I have received a holding response from Homes England who have advised that they will provide a substantive response to your concerns shortly.

If you have been personally affected by the delays, I would be grateful if you could provide me with your account number and a summary of your issue so this can be brought to the direct attention of the Help to Buy team.’

L00pyLou

Don’t know if this might help others but I sent a DM via Twitter to HTB and received a response asking for all my details etc which I sent back stating I was just waiting for my ATC I had another response to say they had passed it over to customer services and then about 15 mins later my solicitor rang to say they had received it 🤷🏻‍♀️ we have incurred about £1300 in costs from this so will continue to follow and support any actions taken.