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Additonal Borrowing with HSBC

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Good Afternoon,
:D
Wonder if anyone can help please. We already have a mortgage with the HSBC and have several debts/loans we want to pay off.
At the end of Feb we applied for an additonal mortgage to pay off these debts and after much debate with someone over the phone from the HSBC we finally got approved for the money.

As I need to do this asap and plus I'm impatient ;) , I keep ringing them up on a weekly basis and there seems to be always something wrong or something they aren't sure about which slows down the process.
First it was the girl hadn't input all my incomings and outgoings even though I gave her them over the phone. So I had to do that all over again.
Then the next phone call the person in India/China or wherever they are said they were waiting from the bank to see if the application was a joint one. Of course it was, I told them upteen times.

More delays , then there was a letter to nominate a solicitor for Independent Legal Advice to explain to us that our house would be held against the mortgage if we didn't pay.
We signed that last week and sent it back.

Today I rang and spoke to someone in the UK, and she passed me to Jermain in India/China with an American Accent, and he was so distant or his mouth piece was on the floor, so I couldn't tell a word he was saying. He eventually moved the mouth piece and I could hear him, he said someone would ring me.
I was then fed up of being passed from pillar to post, so I rang again and got Lorna in India who couldn't help customers, :confused: but would pass me though to someone again. I said, "Please not Jermaine again", I want someone in the UK, so she put me through to Chloe who was very helpful, but she said the paperwork hadn't come back for the solicitors. But we can go to one and get the advice sorted and pay £100 or so ourselves, but they are waiting for something back from the Land Registry Office. They sent that on the 15th April and said they take ages to respond, so I wondered if I can ring them and speed things up.
I wouldn't even know where to ring and what they want anyway, why do we need to go through all this as we already have mortgages with the HSBC.

We live in Lancashire and if anyone can help where to ring, I would be grateful.
Apparently once that is back, we then have to sign some more papers with the mortgage offer and some more for something else.

Wish we hadn't bothered now.:mad:
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Comments

  • binnie
    binnie Posts: 995 Forumite
    Just bumping up, no replies yet.
  • _Andy_
    _Andy_ Posts: 11,150 Forumite
    I fail to see why the CSRs names and locations are relevant. Bottom line is you don't think the service levels are to your satisfaction. Whether a CSR is called Chloe or Jermaine or whoever is irrelevant to this thread.

    Anyway, I'd suggest ringing 0800494999 and ask to be put through to the MAU (mortgage approval unit). If you feel the service you're getting isn't acceptable then ask to speak to a manager.

    One of the problems you're up against is they're snowed under with applications at the moment.
  • binnie
    binnie Posts: 995 Forumite
    Thanks Andy
    It does matter to me if I can't understand them though. I still think they should have the Call Centres in England, or have at least people you can understand.
    One of them couldn't speak into his headset correctly. I must have asked him three times.

    Anyway what I really wanted to know was how do I speed the process up from the Land registry as the mortgage application has been going on far too long.
    Ok, there are lots of people who are applying for them, but there would have been before when we got our other mortgages.
  • binnie
    binnie Posts: 995 Forumite
    _Andy_ wrote: »
    Anyway, I'd suggest ringing 0800494999 and ask to be put through to the MAU (mortgage approval unit). If you feel the service you're getting isn't acceptable then ask to speak to a manager.

    Just tried phoning, and it asks me to press number one for this and number two for that.

    Which do I press then please?
  • _Andy_
    _Andy_ Posts: 11,150 Forumite
    I've no idea.
  • binnie
    binnie Posts: 995 Forumite
    I rang and after various people I spoke to, I gave up as they were still passing me from pillar to post, when I asked for a manager it fell on deaf ears.
  • Their are 13 stages in the morgage process. You get a memo, work it, file it.

    Because you have one with them then several stages are already their, like security, valuation, etc.

    I know HSBC have a fantastc response to their offer, their employees are sitting at things like 4,000% above target.

    Your application is bogged down, their is a memo stuck in a big queue waiting to be worked.
  • binnie
    binnie Posts: 995 Forumite
    Hi Tartan,

    I honestly didn't know there was an offer on with them. As we were already with them, we decided to stay with them. To be honest I'm hopeless at shopping about for things anyway.
    I suppose anyone who says yes to us gets our custom. :eek:

    I just want to pay my debts off and have one mortgage payment. I know it's a debt too, but not half as bad as having several credit cards which are tempting for me to keep using.

    Thanks all for your replies.
    xx
  • Call them and ask if you can get a redemption figure, you will be passed though to Mtg retentions, tell them its taking too long and you want to go to get an ofset mtg, HSBC's computer cant deal with ofsets so they cant offer you anything.
    To save you they will be forced to look into your folders, diarise memos needing to be worked for that day, chase things up.

    Explain that you wanted additional borrowing not to clear of CC's, but for home improvments, if it's been set up wrong they will have to reprop it, they may have to send out new offer docs.

    A mortgage timescale is 8-10 weeks, they dont need security, can do a fly by valuation, they have the docs in place. Your problem is your going through the departments that are snowed under, retentions are quiet because no-one is redeeming. Retentions know the memos and know how to work them, if keeping you sold means diarising in your favour then they will do it.

    Otherwise look at the First Direct ofset, they too are very busy but as their owned by HSBC and have access to their system, it would cut that time.

    Good luck.
  • binnie
    binnie Posts: 995 Forumite
    I can't really do that as they know I'm borrowing the money to pay off loans and credit cards.
    They wouldn't have lent it me otherwise as I had to grovel for the money anyway.

    If I now said it was for home improvements that would look like I was after more money on top of the loans and cards I owe and they would see I couldn't afford to pay them all.

    Once I get the mortgage I will pay off my loans and cards, and in 7 years the mortgage will be paid off and hopefully I will be debt free.
    I always pay the mortgage but am naughty with loans and cards, so doing it this way is better for me.
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