Ranting rant...
I know I havn't posted in ages, mostly this has been down to not wanting to rant about the various incompetancies of both builders and banks.
But I need to vent. So am dropping this behind a cut.
I am writing to complain about the complete breakdown of my re-mortgage
application:
account number:
First of all I have repeatedly asked for all correspondence in regards
to this remortgage be forwarded to my sister's address. As the 6
Caishowe road property is currently a building site and I am staying at
my sister's address.
This was repeatedlty ignored and letters sent to Caishowe Road causing
delays.
Eventually everything was clarified (I thought) and I was told that the
mortgage was ready to complete on July the 16th. This did not go through
and on speaking to Optima Legal Services they had not been informed why.
On Tuesday Optima phoned me back to inform me that it appeared that some
documentation was missing. I then phoned your customer services team to
find out what was wrong. I was informed this was a direct debit mandate
(which had been received and posted back some weeks before)
I was finally passed through to Lee Weston, (As my actual advisor was
off ill I understand) who arranged for the supplementary booklet to be
resent to my sister's address. This was received on Thursday the 19th,
and completed sent back on the same day.
I then called your customer services department on Monday morning who confirmed
that all the documentation had now been received and that my mortgage
was to go through that day. At 2pm I called Optima to confirm this was
either in progress or complete and was told that they had been informed
that the documentation was still missing.
I called your customer services team again and was informed that this
was correct and that the supplementary documents were still not in
place. She then passed me to a supervisor who informed me that if the
documentation was only received by the advisor on Monday it could take
1-2 days for the documentation to arrive internally as it would have
gone from cardiff to leeds via the royal mail. And would only then be
scanned onto the system. I was advised that I should speak to my advisor
Sally Roberts to get more information. She was on the phone and that
they would arrange for her to call me back.
I received no callback that day and called back on Tuesday morning, to
be told that only Sally could help and that she was on the 12 o'clock
shift. They then arranged for me to be called back when she was in.
Sally called me at 12, and confirmed that the documentation was received
by her and that she had sent it on to the relevant department. She also
advised me that she had not been informed that the documentation was
missing prior to the inital completion date. Otherwise she sould have
ensured it was in place. She also advised me that she had raised this as
a complain with the relevant team.
She then gave me the number for the processing team as she was unable to
do anything more to try and speed this up.
I called the processing team and was told rather rudely that they were
unable to do anything until the documentation was received but that if
documents were sent through on Monday they should be on the system by
Wednesday morning. The lady I spoke to was Sprana. She kindly passed me
to her supervisor (who's name I diddn't get) who confirmed this.
I called again on Wendesday morning to again be told that the documents
were not on the system. I asked to speak to a manager and was put on
hold for a good 10 mintues before being cut off.
I decided at this point not to call back straight away as I was frankly
too angry to be polite.
I called back at about 1pm and spoke to Ashwini, who confirmed that this
documentation was still not on the system and that there was nothing she
could do about it. I then asked to be put through to a manager and was
passed through to Tharun. Who claimed to be a sueprvisor. I explained
that I had requested to speak to a manager as I had been told the day
before there was nothing a supervisor could to to speed this up.
I was then rudely informed that he was the only person I could speak to
about this and that he could neither pass me to a manager nor your
complaints department, nor even give me a number for your complaints
department.
I then detailed the problem to him and he confirmed that according to
his systems you were still waiting for this supplementary booklet. He
suggested that he could get this sent out again if I wished.
At which point I put the phone down as again I was frankly too angry to
speak. Your website does give contact details for complaints to be
directed too. Unfortunately the number given (0800 33 44 99) gives a
message that this number is no-longer in service and tells you to call
barclays on another number. I called them and was passed to a
"complaints team" who told me that they only deal with current account
not mortgages and then passed me through to another "complaints team"
who said "I'm sorry I can't log the complaint as it needs to be dealt
with by our front line to be logged we will then call you back.
The same website gives this email address I am sending too now.
Hopefully this is actually valid.
Since beginning this email I have had a call from a Joanne McVicar (who again
is from your "complaints team" who has essentially told me that Sally
was informed at least 3 times at the beginning of the month that this
documentation was missing. As such I am at a loss of who or what to
believe. All I know for a fact is that it is now 9 days since this was
supposed to complete and that I have builders to pay
I hate banks, and it seems the feeling is mutual
But I need to vent. So am dropping this behind a cut.
I am writing to complain about the complete breakdown of my re-mortgage
application:
account number:
First of all I have repeatedly asked for all correspondence in regards
to this remortgage be forwarded to my sister's address. As the 6
Caishowe road property is currently a building site and I am staying at
my sister's address.
This was repeatedlty ignored and letters sent to Caishowe Road causing
delays.
Eventually everything was clarified (I thought) and I was told that the
mortgage was ready to complete on July the 16th. This did not go through
and on speaking to Optima Legal Services they had not been informed why.
On Tuesday Optima phoned me back to inform me that it appeared that some
documentation was missing. I then phoned your customer services team to
find out what was wrong. I was informed this was a direct debit mandate
(which had been received and posted back some weeks before)
I was finally passed through to Lee Weston, (As my actual advisor was
off ill I understand) who arranged for the supplementary booklet to be
resent to my sister's address. This was received on Thursday the 19th,
and completed sent back on the same day.
I then called your customer services department on Monday morning who confirmed
that all the documentation had now been received and that my mortgage
was to go through that day. At 2pm I called Optima to confirm this was
either in progress or complete and was told that they had been informed
that the documentation was still missing.
I called your customer services team again and was informed that this
was correct and that the supplementary documents were still not in
place. She then passed me to a supervisor who informed me that if the
documentation was only received by the advisor on Monday it could take
1-2 days for the documentation to arrive internally as it would have
gone from cardiff to leeds via the royal mail. And would only then be
scanned onto the system. I was advised that I should speak to my advisor
Sally Roberts to get more information. She was on the phone and that
they would arrange for her to call me back.
I received no callback that day and called back on Tuesday morning, to
be told that only Sally could help and that she was on the 12 o'clock
shift. They then arranged for me to be called back when she was in.
Sally called me at 12, and confirmed that the documentation was received
by her and that she had sent it on to the relevant department. She also
advised me that she had not been informed that the documentation was
missing prior to the inital completion date. Otherwise she sould have
ensured it was in place. She also advised me that she had raised this as
a complain with the relevant team.
She then gave me the number for the processing team as she was unable to
do anything more to try and speed this up.
I called the processing team and was told rather rudely that they were
unable to do anything until the documentation was received but that if
documents were sent through on Monday they should be on the system by
Wednesday morning. The lady I spoke to was Sprana. She kindly passed me
to her supervisor (who's name I diddn't get) who confirmed this.
I called again on Wendesday morning to again be told that the documents
were not on the system. I asked to speak to a manager and was put on
hold for a good 10 mintues before being cut off.
I decided at this point not to call back straight away as I was frankly
too angry to be polite.
I called back at about 1pm and spoke to Ashwini, who confirmed that this
documentation was still not on the system and that there was nothing she
could do about it. I then asked to be put through to a manager and was
passed through to Tharun. Who claimed to be a sueprvisor. I explained
that I had requested to speak to a manager as I had been told the day
before there was nothing a supervisor could to to speed this up.
I was then rudely informed that he was the only person I could speak to
about this and that he could neither pass me to a manager nor your
complaints department, nor even give me a number for your complaints
department.
I then detailed the problem to him and he confirmed that according to
his systems you were still waiting for this supplementary booklet. He
suggested that he could get this sent out again if I wished.
At which point I put the phone down as again I was frankly too angry to
speak. Your website does give contact details for complaints to be
directed too. Unfortunately the number given (0800 33 44 99) gives a
message that this number is no-longer in service and tells you to call
barclays on another number. I called them and was passed to a
"complaints team" who told me that they only deal with current account
not mortgages and then passed me through to another "complaints team"
who said "I'm sorry I can't log the complaint as it needs to be dealt
with by our front line to be logged we will then call you back.
The same website gives this email address I am sending too now.
Hopefully this is actually valid.
Since beginning this email I have had a call from a Joanne McVicar (who again
is from your "complaints team" who has essentially told me that Sally
was informed at least 3 times at the beginning of the month that this
documentation was missing. As such I am at a loss of who or what to
believe. All I know for a fact is that it is now 9 days since this was
supposed to complete and that I have builders to pay
I hate banks, and it seems the feeling is mutual