Getting in touch with Target - Help to Buy

matties

I received a quarterly statement email on Saturday (1st July) stating that I am in arrears with Target.

I have a direct debit with Target, which they have been taking a monthly maintenance fee for 5 years. I have missed no payments, and they have failed to take my direct debit.

The issue I am facing, is I simply CANNOT get in touch with them. I have spent almost 4 hours on hold without speaking to anybody even though they requested on the email that I get in touch with them. I have also sent an email which it says can take many days for a reply.

What on earth can I do going forward?

silvercar

Looks like you aren't the only one:

https://forums.moneysavingexpert.com/discussion/6455729/help-to-buy-not-answering-phone

matties

Thanks for that, I literally rang within 10 seconds of the phone lines opening - eager to resolve the matter to be told they were receiving high call volumes.

The worst thing being it automatically cuts off after 1 hour. Meaning any headway you’ve made in the queue has all been lost.

LiveForever1

matties said:

I received a quarterly statement email on Saturday (1st July) stating that I am in arrears with Target.

I have a direct debit with Target, which they have been taking a monthly maintenance fee for 5 years. I have missed no payments, and they have failed to take my direct debit.

The issue I am facing, is I simply CANNOT get in touch with them. I have spent almost 4 hours on hold without speaking to anybody even though they requested on the email that I get in touch with them. I have also sent an email which it says can take many days for a reply.

What on earth can I do going forward?

We are in exactly the same situation and received the same email on Saturday night. I have tried to call today, over 4 hours also, but not managed to get through. Please keep this post updated if you do manage to make contact! Thanks

matties

It’s so frustrating, I don’t know what to do. They have a history of not being able to manage yet they are only open 5 days a week? I will keep you posted IF I ever make it through to someone!

sourcrates

This from the other thread -

The reason your DD was not taken is because the contract with Target has run out, (see below).

"Key changes
From what I have been able to uncover, five years ago the government agency, Homes England, contracted out the administration of their Help to Buy (HTB) scheme to Target HCA. As I understand it this 5-year contract came to an end in mid-June 2023, and the new contract was secured by Equiniti Gateway Service and this in turn was then contracted to Lenvi. 

The Help to Buy (HTB) administration moved from the management of Target HCA to Lenvi on or around the 16th June 2023.

Evidently this was done quietly, as I have been unable to find any announcements/news stories, and everyone I have spoken to in related areas (solicitors etc) were unaware. We only know of the change because the relevant GOV.UK page updated its equity loan administrator details on this date.

New contact information
Lenvi (previously Equiniti Gateway Services) is a private company who have been appointed by the Homes and Communities Agency (trading as Homes England) to administer the Help to Buy: Equity Loan scheme.

Email Customer Service team: customerservices@myhelptobuyloan.co.uk

Phone Customer Service team: 0300 1234123 Our phone lines are open 8am to 8pm from Monday to Friday, 9am to 1pm on Saturday (excluding UK public holidays)

Post: Help to Buy customer services, PO Box 5262, Lancing, BN99 9HE

Website: https://www.gov.uk/government/collections/manage-your-help-to-buy-equity-loan"

matties

Thank you for this information. The 0300 number listed is the one I’ve been trying to contact for many hours.

LiveForever1

Thank you. I think I am correct in saying we all (in the same boat) received a letter stating we would not be required to take any action and the direct debits would be automatically swapped over to the new company.

matties

Yes I remember being told “you don’t need to do anything”

matties

Update : Phone lines opened 2 hours and 20 minutes ago, have been on hold every single minute of this.

Managed to find the letter stating Direct Debit details are changing and there is no action I need to take and it will not affect the service I receive.

Also the original arrears letter has a section telling where I can pay by bank transfer, however they have replaced the first 4 numbers of the bank account number with stars. (****NNNN)

redux

silvercar said:

Looks like you aren't the only one:

https://forums.moneysavingexpert.com/discussion/6455729/help-to-buy-not-answering-phone

Somewhere in the middle of that thread I point out that 0844 is a premium rate phone number, cheaper to use the 0300

It will be the same call centre anyway