Help to Buy not answering phone

AmyDobes

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? 

In a similar position ourselves. Unsure what to do to progress as we may lose our sale. Did your solicitor send the letter of undertaking? Did you manage to get through to them?

AliciaGilch

We are in the same position, stuck on hold to a company I am fairly sure does not answer the phone. Our solicitor has submitted all paperwork and yet they are not responding and providing the necessary documents for us to remortgage. This has meant that we cannot remortgage and we are now stuck on a variable rate mortgage which is absolutely crippling. We have saved hard to get the money to pay off the HTB loan and yet we can’t pay it back because of their incompetence. We have rung and emailed to no avail. We have also contacted our local MP. I am so worried that we are going to get into a position whereby we can’t afford to pay back the loan because the savings will be needed in order to survive because of the variable rate mortgage. I don’t understand how they are able to get away with this. Has anyone had any luck whatsoever?

Arks_mo

AliciaGilch said:

We are in the same position, stuck on hold to a company I am fairly sure does not answer the phone. Our solicitor has submitted all paperwork and yet they are not responding and providing the necessary documents for us to remortgage. This has meant that we cannot remortgage and we are now stuck on a variable rate mortgage which is absolutely crippling. We have saved hard to get the money to pay off the HTB loan and yet we can’t pay it back because of their incompetence. We have rung and emailed to no avail. We have also contacted our local MP. I am so worried that we are going to get into a position whereby we can’t afford to pay back the loan because the savings will be needed in order to survive because of the variable rate mortgage. I don’t understand how they are able to get away with this. Has anyone had any luck whatsoever?

This has to be a major crime. We've had no luck either! Don't know what to do

ReyHTB

Good Day, wanted to check if anyone by chance paid their partial redemption of their Help to Buy? I have recieved my Redemption Letter from TARGET with the amount i need to pay. However, before paying, LEVI took over Target and I am unsure if i should deposit the amount to the account Target provided or with Levi? tried contacting them which is nearly impossible to check with them. Anyone have any idea? I can see the gov website in regards tto their bank details and reference, but don't want to risk sending without confirming as its my life's saving at the moment. Would appreciate if anyone is in the same sitaution and completed their partial repayment with Levi. Thank you very much.

AliciaGilch

Arks_mo said:

AliciaGilch said:

We are in the same position, stuck on hold to a company I am fairly sure does not answer the phone. Our solicitor has submitted all paperwork and yet they are not responding and providing the necessary documents for us to remortgage. This has meant that we cannot remortgage and we are now stuck on a variable rate mortgage which is absolutely crippling. We have saved hard to get the money to pay off the HTB loan and yet we can’t pay it back because of their incompetence. We have rung and emailed to no avail. We have also contacted our local MP. I am so worried that we are going to get into a position whereby we can’t afford to pay back the loan because the savings will be needed in order to survive because of the variable rate mortgage. I don’t understand how they are able to get away with this. Has anyone had any luck whatsoever?

This has to be a major crime. We've had no luck either! Don't know what to do

I even spoke with my solicitor this morning who just said you are not the only ones in this situation, which whilst I understand it doesn’t help me or the thousands of people who seem to be in the same situation. They have us stuck because we literally cannot do anything about it. I started ringing at 8am and still on hold (gets cut off every hour and I re-ring and start again). Honestly in tears and have no idea what we are supposed to do

Rehaanmo

Hi All! 

We are in the same situation trying to just obtain our redemption settlement from HTB we have provided them with all the required details and documentation along with their ADMIN fee but we have not had any response! We also have been on the phone to them for 20 hours trying to painfully get through to someone! 

Does anyone have any contact details or advice on what do to, I have email the MP, messaged on twitter, linked IN, emailed, Calling constantly..... I need to complete the sale of my property within the next 7 days and without it the sale with fall through and a tonne of other things in my life will also fall, this is causing me extreme depression and not sure how much more of this I can take.

jimothie

Adding a comment here to say that I’m in the same boat.

We had no knowledge with the swap from Target.

Waiting on the Authority to pay them and  spending all of yesterday and now today so far on-hold…  Our final day of the survey they required, and suggested changeover date yesterday (03/07),

So now we don’t know what to do now it’s expired. Hoping we don’t have to do a Desktop Valuation (at my expense) and have to wait even longer for them to review/re-approve anything further as this is all their administrations fault. 

AliciaGilch

Rehaanmo said:

Hi All! 

We are in the same situation trying to just obtain our redemption settlement from HTB we have provided them with all the required details and documentation along with their ADMIN fee but we have not had any response! We also have been on the phone to them for 20 hours trying to painfully get through to someone! 

Does anyone have any contact details or advice on what do to, I have email the MP, messaged on twitter, linked IN, emailed, Calling constantly..... I need to complete the sale of my property within the next 7 days and without it the sale with fall through and a tonne of other things in my life will also fall, this is causing me extreme depression and not sure how much more of this I can take.

Unfortunately there doesn’t seem to be any recourse. I have also rung, emailed both the main line and complaints line, emailed the complaints at homes England, emailed MP and tried through twitter. We are being hit with a wall of silence. I think everyone is. I don’t actually believe that they have staff to actually answer the phones

Arks_mo

L00pyLou said:

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. 

L00pyLou said:

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. 

Hello, how long did it take you to get a response via twitter?

AliciaGilch

Arks_mo said:

L00pyLou said:

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. 

L00pyLou said:

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. 

Hello, how long did it take you to get a response via twitter?

I’m also wondering this I have had a direct message back asking for my details and said they would pass it on to customer services but as yet I haven’t actually heard from the customer services