Bank and Mortgage Problems :(

mark_steps

Hi guys,

I have had nothing but problems with my mortgage lender who is also my bank.

I have just recently bought my house with the other half and need some advice on what to do!!

It was back about 3 months ago in February when my O/H and me decided to buy a new house and get a mortgage, so I had savings in my bank account with the bank that I was getting the mortgage with and they told me that if I opened a special account with them I would receive discount of my hime insurance and £120.00 into my account on mortgage completion.

1st thing that happened was trying to move money from my account to my O/H's acc I had a cold was unwell and needed to pay some money to the solicitor or something or other so I called telephone banking service to switched the money across. I had just set the telephone banking up the night before this so you'll probably feel my rage too lol. Im sorry I dont belive you are who you say you are is what I got on the phone without even asking me security questions which lead to me not being able to transfer money into the O/H acc and I was then locked out for "taking a tone" with the lady on the phone.

I was told taht to unlock the account i needed to go into a branch with sufficient ID to remove this block (Bearing in mind this was a Saturday). I went to a branch immediately and spoke with a lady. I told her that i wished to close my account and take all my money, The branch manager was then called over. I explained the situation with telephone banking and was then asked to give them a couple of days to resolve it and call me. The did the transfer in the branch for me that day and i closed 2 other accounts on that day i had with them.

Two days passed and no call. Tried calling them and was passed from pillar to post. Phoned up to make a call to telephone banking and got no help. As i was applying for my mortgage things were stressful enough so i left it.

It came to the mortgage and i was waiting for it to complete after signing the papers. I asked the mortgae advisor the week before when signing to transfer the solicitors funds. He said he would. A phone call the day before finalization from the solicitor saying no funds had been received. I then had to leave work early and go into a Branch elsewhere (was in another city) to resolve the funds transfer and was told that i would need to pay a fee for it to go through in time. So i asked to speak to a manager.

I brought up the previous experiences and told her that it was unsatisfactory and past the apoogy stage because no one was taking responsibility.She asked what she could do for me and for a start i told her she could waive the fee. She did this and said she would send an apology letter (bearing in mind that ive spoke about incompetence) she sent a letter to MRS when im a Mr, which offended me after complaining face to face.

Mortgage completed, received a letter saying we would pay £491 per month. The first payment made that came out was part month so was a bit more. There was also an additional payment of £80 which we were unsure of. We questioned it and checked all paper work and realised that it was for mortage protection. We were never told this would be a seperate payment. We were led to beleive it was all included in the price.

We have since had letters saying our mortgage is £491 per month and the figure coming out is £521 plus the £80 mortgage protection. The mortgae was costed on affordability and stands at £100 per month more than budgeted for.We received a letter after the second payment saying our mortgae had been cancelled. This was received Saturday midday and had to wait till Monday to get an explanation from the bank.We were told there were 2 applications open for us, one had nothing on it so was closed and that a letter had been issued by mistake, however it was signed by our advisor.The letter was also sent to my OH parents address where i have never lived.... and now my statements go there.

As this is almost the third payment and i have complained so many times i am looking for further advice....

CHARLIEANDLOLA_2

I'd threaten them with the Financial Services Ombudsman - when I used to work for a bank we were always told to pay out compensation on complaints as the FO would charge the bank around £300 just to look at a case even if the bank had not been at fault. Good lUck!

mark_steps

Thanks!!! any other info on that and how I go about that, and do I not have to give notice to that effect?

whu

sorry to read about the hassles you have had -as i understand it you have to raise the issues with the bank in a complaint letter and then after a set period if you are not happy with what they have said/offered you write to the FSO - ask them/go into branch and get details of their complaints procedures

mark_steps

Thank you for your message should I use a standard 28 days notice or shorten that because I have previously complained about this before to too many different people, or should I do this face to fac with someone again although I have done this before and the result was offending??

Im not sure as to what these processes are as there are so many and you need to use approriate timescales otherwise complatins can be nil and void!!

What is it that I exactly need to do?

And thanks to all for the responses these are helping me to build a bigger picture.

Kind Regards to you.


mark_steps.