Hi Thirsty
You are making a very serious allegation that a bank clearly broke the law.
I think that there might be another explanation which, for some reason, you are not giving us.
In my experience, very serious allegations like this often don't stand up.
When they do stand up, it's rarely a once off so I would always ask the person to report it to the Central Bank.
Lots of people pay off their mortgage and don't get charged redemption fees.
Their behaviour throughout the entire process, including their correspondence with the, then dying (which they were fully aware of), mortgage holder was reprehensible.
I am not sure what the entire process was? And why it was a long story? Was she in arrears? Had the bank incurred legal charges in trying to recover the mortgage?
If someone is paying their mortgage on time and in full and then they get sick and die, getting a redemption figure should not be complicated.
There should be no long story. There should be no redemption fee.
If Pepper turns it into a long story and try to charge a fee illegally, they really should be reported.
If on the other hand, the borrower falls into arrears and Pepper incurs legal fees in trying to recover the loan, they are entitled to them.
If on yet another hand, Pepper acted unreasonably and unsympathetically, much less illegally, they should be brought to account.
Brendan