Woolwich Mortgage complaint

[mwr1981]

Hi,

I spoke with Woolwich in August last year about additional borrowing: they claimed I needed to move to a capital repayment to qualify.

I told them if I could secure the borrowing I would make the change.

 

Next thing I know I have an arrears letter for 2400GBP claiming that this phone call had allowed them to make the change and that I owed them an additional 345GBP per month through last 5 months of the year.

 

When I called to complain the first two or three people said they could not find any reason for the change and it should stay as interest only.

 

Finally today I speak to a member of their team who says:

a) I was told on the phone call and they have honoured my request to change to repayment: no contract is apparently necessary to make this change and they can not change it back

b)they said as i have a standing order to pay my mortgage they were unable to make any changes to my account information

c) they do not offer interest only mortgages so I can not change back

 

 

None of this makes any sense and I am happy to pay them my mortgage but do not like the idea that a phone call authorises them adding 75% to my mortgage each month...

 

Does anyone know if it is possible to use a phone call to authorise a mortgage change, and also what the steps are that I can take to make them correct this ?

 

Any support gratefully appreciated as am finding them a complete nightmare to deal with on my own!!

 

FOS are happy to register complaint and send a letter but hoped there might be a better solution via this forum!

[slick132]

Hi Mwr and welcome to CAG

 

Sorry for the delayed response - this forum can get overlooked sometimes.

 

It is ridiculous that a major change was made on the basis of a phone call, without you being told of the revised Terms and Conditions, and the repayment requirements.

 

I wonder if someone has done this to improve their figures, but left you in the lurch as a result.

 

Forget discussing this by phone. You need a solid papertrail.

 

Make a formal complaint to Woolwich (Barclays) briefly setting out your grievances and enclose a brief chronological list of the discussions that took place with approximate dates if you don't have exact ones. You should also list what solution you require.

 

Once you find out what has happened, you may also consider asking for compensation for the worry and trouble this has caused.

 

It may be necessary for you to send the bank a SAR to get back the info they hold about you and any communications between you.

 

But I'd start with a Head Office complaint giving them 7 days to respond. Send it by Recorded Delivery.

 

[mwr1981]

Thank you,

It did not make any sense that they could enforce any changes on a phone call: I am totally unaware of any other part of life in which this is possible..

 

When it asks for the 10GBP fee can I just send them 10 pound note or should I send them the check they asked for?

 

Matthew

[slick132]

Hi mrw,

 

A cheque or postal order is the norm.

 

If you're sending a SAR, specifically ask for recordings of tel cons on or around the relevant date(s).

 

Also, if you are being sent demands because they think the a/c is in arrears, you should point out in your compaint letter that the matter is in clear dispute and they must withhold any demands.

 

You also need to check your Credit files to ensure they have not placed adverse markers in respect of this. If they have, and it transpires that they have acted improperly, you may want to consider seeking compensation for actual losses and/or damage caused to your reputation.

 

[slick132]

Hi mrw,

 

Did you get your mortgage problem resolved.

 

An update would be useful.