Help to Buy not answering phone

Sophie_508

Casablancas88 said:

We got our redemption statement through from them last Friday but our solicitor is saying she still needs a legal/sales pack from them in order to produce the Letter of Authority? We spent 16 hours on hold and sent tons of emails last week just to get the redemption statement.

Does anybody have a copy of the legal pack from them as I'm assuming they have a generic one and it isn't bespoke to each house sale?

I've just tried it won't let me remove My letter from the top of the reference number 😔

Casablancas88

Sophie_508 said:

Casablancas88 said:

We got our redemption statement through from them last Friday but our solicitor is saying she still needs a legal/sales pack from them in order to produce the Letter of Authority? We spent 16 hours on hold and sent tons of emails last week just to get the redemption statement.

Does anybody have a copy of the legal pack from them as I'm assuming they have a generic one and it isn't bespoke to each house sale?

I've just tried it won't let me remove My letter from the top of the reference number 😔

Thanks for trying, much appreciated.
Thankfully I got an email reply later on yesterday and they forwarded me a copy which I've sent to the solicitor. 
Spamming them with emails has been the best way for me to make contact. I've given up on the phones now.

Once our solicitor sends the Letter of Undertaking then it's just left to chase the authority to complete from them.

Sophie_508

Casablancas88 said:

Sophie_508 said:

Casablancas88 said:

We got our redemption statement through from them last Friday but our solicitor is saying she still needs a legal/sales pack from them in order to produce the Letter of Authority? We spent 16 hours on hold and sent tons of emails last week just to get the redemption statement.

Does anybody have a copy of the legal pack from them as I'm assuming they have a generic one and it isn't bespoke to each house sale?

I've just tried it won't let me remove My letter from the top of the reference number 😔

Thanks for trying, much appreciated.
Thankfully I got an email reply later on yesterday and they forwarded me a copy which I've sent to the solicitor. 
Spamming them with emails has been the best way for me to make contact. I've given up on the phones now.

Once our solicitor sends the Letter of Undertaking then it's just left to chase the authority to complete from them.

Good news, glad you got it in the end!  Oh I hope that goes well for you. We are due to chase authority to complete soon , something to look forward to 🙃🙃

ukbrockest

yes we are experiencing the exact - supposed to be exchanging contracts next week July 21st and we just cant get through to get a redemption statement - absolute shambles 

lotsofquestionstoday

Hello, we’re also struggling to get through over the phone and are coming to the end of our 5 years. We’re looking at either a) taking out another mortgage to cover our HTB mortgage but means we will own 100% of our house. Interest rates being what they are will leave us paying close to 6% or b) continuing with HTB and paying interest only which is c1.75% and putting money into a high interest savings account so we can make a lump sum payment in the next few years.
Interested to hear which option others have gone with. Obviously can’t get through to HTB over the phone so discuss with them although will keep trying

DisneyAce

I just wanted to add my experience with the changeover between Lenvi and Target as HTB providers. I've been very vocal on Twitter but that didn't really get anywhere (apart from the CEO of Lenvi following me)

We were initially due to Complete on a remortgage (that would pay off HTB) on 28th June, everything was lined up but we hadn't been sent ATC, so on 26th June (first day of Lenvi) we called chasing and didn't get through to anyone, cut off after 1 hour etc etc. We continued this past the 28th June and had a new date of 4th July, on the 29th June we were finally given a ATC with the date of 28th June. Our solicitors needed to confirm that the 4th July completion would still accept the ATC dated 28th June, no reply. We then kept trying and was given a new date of 7th July. After almost giving up on the phones I started to use email too and this is where I started to see progress, following my first email to them I had a reference added into my email subject and this appeared to go through the system quicker and we eventually were sent the correct dated ATC on 6th July.

All in all we completed on the 7th July and our remortgage went through. The issue is, in total I personally spent 21 hours on hold trying to get this resolved, during the day distracted from work and added stress. On top of that we were paying ~£50 interest per day on our existing mortgage, so eventually paid ~£450 additional interest due to these delays. 

Has anyone experienced anything similar and is there a way to claim any of this back?

pickledpots

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? 

Has anyone submitted their legal undertaking to Lenvi with the Target bank details and had it successfully approved? If you have, how long did it roughly take for Lenvi to accept?! Thank you!

Sophie_508

pickledpots 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? 

Has anyone submitted their legal undertaking to Lenvi with the Target bank details and had it successfully approved? If you have, how long did it roughly take for Lenvi to accept?! Thank you!

I also wondered this as will be sending soon
Someone on twitter said you can use the letter from Target aslong as addressee and bank details get changed,  I would imagine they would have to cross through and write the new details next to it as I don't think you can edit the letter on the computer. 

If anyone has used this, would also be interested to hear,  thanks

Klark3131

Hi All,

We are unfortunately in the same boat as everyone else here, mortgage ends on 2/8/23, HTB not providing the final figure that we want to pay off.

We have spent hours on the phone, not getting through.

Now got our local MP involved, they have asked our details and said that they are going to elevate this complaint.

I would advise everyone who is going through this awful process to do the same.

lotsofquestionstoday

Klark3131 said:

Hi All,

We are unfortunately in the same boat as everyone else here, mortgage ends on 2/8/23, HTB not providing the final figure that we want to pay off.

We have spent hours on the phone, not getting through.

Now got our local MP involved, they have asked our details and said that they are going to elevate this complaint.

I would advise everyone who is going through this awful process to do the same.

Really interested to hear where you get to with this. Ours finishes in Sept and not sure where to start. Do you think it’s better to move onto a mortgage with a high rate as opposed to paying interest only at 1.75% and hoping that interest rates go down soon?