Help to Buy not answering phone

AliciaGilch

Omgosh that's very good very happy for you, this gives us hope that these hours going insane may be worth it...I'm still losing my mind to their hold music. On to the 7th hour now. Praying for someone to answer us too    What number did you call? And which number option did you click? 

It’s just the main line number, and I chose option 1. I honestly think it is luck of the draw as to whether you get through or not. It’s just horrific. I am just hoping that mortgage provider transfers the funds tomorrow and does exchange because if not the letter will expire and I am back to the beginning which I don’t think I can take 

ReyHTB

Cs9ja17 said:

I was able to pay off the HTB equity loan yesterday (03/07).

I remortgaged and paid off the old mortgage and HTB loan. 

However, I started this process 3 months ago, rather than leaving to the last day. I was dealing with Target who always answered the phone within 5-10 mins of waiting, and then responded to emails within 2-3 days.

They even reissued a new redemption statement off their own accord, after my RICS valuation expired and did not expect me to provide a desktop valuation.

However, I did receive a strange arrears letter with my own bank details on it over the weekend, along with my direct debit being cancelled just last week, which certainly got me worried. Thankfully, my solicitor was able to complete yesterday. Something very wrong seems to have occurred last week.

I was able to get through last week on 0300 1234123 within 5-10 minutes. All very bizarre.

What reference did you place on your deposit ? i am similar situation and already have Redemption Letter from Target but after moved to the new management I am unsure what details i should place and whether which account i deposit my partial payment. 

marmitesocks

Another evening sat on hold during all of my free post work time. Starting to feel like I am going a little crazy 🙃

Cs9ja17

Despite completing my remortgage this Monday just gone and also settling the HTB equity loan in full, they have taken money from my account and labelled it "first payment". Given how people are struggling to contact them I will just cancel the DD and wait for them to refund me, it's only £7 thankfully.

Cs9ja17

ReyHTB said:

Cs9ja17 said:

I was able to pay off the HTB equity loan yesterday (03/07).

I remortgaged and paid off the old mortgage and HTB loan. 

However, I started this process 3 months ago, rather than leaving to the last day. I was dealing with Target who always answered the phone within 5-10 mins of waiting, and then responded to emails within 2-3 days.

They even reissued a new redemption statement off their own accord, after my RICS valuation expired and did not expect me to provide a desktop valuation.

However, I did receive a strange arrears letter with my own bank details on it over the weekend, along with my direct debit being cancelled just last week, which certainly got me worried. Thankfully, my solicitor was able to complete yesterday. Something very wrong seems to have occurred last week.

I was able to get through last week on 0300 1234123 within 5-10 minutes. All very bizarre.

What reference did you place on your deposit ? i am similar situation and already have Redemption Letter from Target but after moved to the new management I am unsure what details i should place and whether which account i deposit my partial payment. 

The 6 digit account number they gave me 5 years ago has always been used when I've spoken to them. My solicitor handled all the monies involved so I assume they used this reference when paying off the loan for me. 

mflinster

Just to give people some hope I phoned at bang on 8am this morning and got through to someone after 50 minutes of being on hold. The guy was apologetic and sorted out my issue in a few minutes. Fingers crossed for everyone else just persist with it. 

lavenderfields

More good news, after days on hold, we got through today and had our ATC processed within about five minutes and issued to our solicitor.  

Sarah Slack offered no support when we contacted her yesterday and offered the 10 day response period. 

Good luck to everyone else, stay persistent and hopefully you’ll never have to listen to that hold music again. 

sophiemalin

lavenderfields said:

More good news, after days on hold, we got through today and had our ATC processed within about five minutes and issued to our solicitor.  

Sarah Slack offered no support when we contacted her yesterday and offered the 10 day response period. 

Good luck to everyone else, stay persistent and hopefully you’ll never have to listen to that hold music again. 

Thank-you for this - it does give some hope. Can I ask did they say what happens after the ATC? My solicitor mentioned something about a DS1 form for the land registry? 

AliciaGilch

lavenderfields said:

More good news, after days on hold, we got through today and had our ATC processed within about five minutes and issued to our solicitor.  

Sarah Slack offered no support when we contacted her yesterday and offered the 10 day response period. 

Good luck to everyone else, stay persistent and hopefully you’ll never have to listen to that hold music again. 

We were the same after missing the original completion date and days on hold I managed to get through to someone and they were so helpful and even rang me back multiple times. It seems to be luck of the draw as to whether you get through but if you do they are able to sort it quite quickly 

AliciaGilch

Thank-you for this - it does give some hope. Can I ask did they say what happens after the ATC? My solicitor mentioned something about a DS1 form for the land registry? 

We got our ATC yesterday and that was basically it. We had to re-request the funds from our new mortgage provider (they had been returned as the original completion date was missed by HTB) which came through this morning. Our solicitor then sent us a final bill (including their fees and the remainder needed to clear the HTB) which we paid and within half an hour we have had confirmation that the remortgage has completed. We aren’t selling though so it may be different if you are but for us the ATC was the last stage really