Bizarre. Unless it’s gotten caught up in the pre-Xmas postal rush. But even accounting for that you should have gotten it by now.We've been receiving all our other Ulster bank post as normal for the last few months - offset savings summaries, interest increase notifications, etc. And I had them confirm the postal address on record, so I don't think it's that.
And mine not in the post today. Didn't someone say last week that that got details over the phone of the ex gratia payment and you were on to the " specialist" team and they can't provide those details. Looks like a shambles at this stage. I wonder how many people are not on this forum and haven't received their letters either. Hardly just the 2 of us. They called me recently to tell me I was in arrears even though I know for a certainly that I'm not. And letters re same since.Just called them again. It is completely bizarre. Seemingly they have issued letters to both of us (joint account) and neither of us has received them. Got on to a specialist team today but they were unable to provide me with details over the phone. They said they need to reissue the letters - apparently, last week's request didn't get processed.
Thank you for that. Called them and getting a call back tmra. I got no text last week for sure either. My postal address isn't the same as the address on m ub mortgaged House but that's for personal reasons. The post definitely didn't arrive at either address. Wonder could that be an issue. I'm grasping at straws at this stage.It is a bit of a shambles alright. In the conversation today, I was told that all mortgage holders received a text message about their offset mortgages last week - but we didn't get that either. We moved house last year, taking our offset with us (using the house mover feature) and I asked today if that could have impacted things - but he said no, it's still clearly marked as an offset mortgage and we should have received our correspondence with everyone else.
He told me that the reason the letter didn't get reissued as promised last week is because they currently have contract staff in helping them to answer the additional queries - and the contractor noted the request on my account, but didn't actually "process" the request. So he could see the request, but no one had done anything about it. He said the letters are being sent from Ireland, so if I haven't received a letter within 3 business days, I need to call them again. Definitely worth calling them again to make sure it's not the same for you.
Yes, I got the details over the phone last Tuesday. I had contacted customer services the previous Friday and the specialist team contacted me on Tuesday with the details of the payment.And mine not in the post today. Didn't someone say last week that that got details over the phone of the ex gratia payment and you were on to the " specialist" team and they can't provide those details. Looks like a shambles at this stage. I wonder how many people are not on this forum and haven't received their letters either. Hardly just the 2 of us. They called me recently to tell me I was in arrears even though I know for a certainly that I'm not. And letters re same since.
Thanks emmy32,Yes, I got the details over the phone last Tuesday. I had contacted customer services the previous Friday and the specialist team contacted me on Tuesday with the details of the payment.
So no call back today as of yet and no letter....... did you receive anything today?It is a bit of a shambles alright. In the conversation today, I was told that all mortgage holders received a text message about their offset mortgages last week - but we didn't get that either. We moved house last year, taking our offset with us (using the house mover feature) and I asked today if that could have impacted things - but he said no, it's still clearly marked as an offset mortgage and we should have received our correspondence with everyone else.
He told me that the reason the letter didn't get reissued as promised last week is because they currently have contract staff in helping them to answer the additional queries - and the contractor noted the request on my account, but didn't actually "process" the request. So he could see the request, but no one had done anything about it. He said the letters are being sent from Ireland, so if I haven't received a letter within 3 business days, I need to call them again. Definitely worth calling them again to make sure it's not the same for you.
Nothing.So no call back today as of yet and no letter....... did you receive anything today?
Personally I think they are lying and fobbing us off with excuses. I was told they would email leopardstown to reissue letter, then I was told I'd be called back.Nothing.
It must be very frustrating, it’s been over 2 weeks since this news broke and you’re still waiting to get the particulars for your own payment.Personally I think they are lying and fobbing us off with excuses. I was told they would email leopardstown to reissue letter, then I was told I'd be called back.
You were basically told someone forgot to press a button to get a letter reissued and then that they drafted in staff to deal with queries.....were they really going to draft in staff to deal with a complex issue like offset mortgages?, not a hope in my view. I will be looking for additional monies to get financial advice seeing that I will be at least 2 weeks behind everyone else with my information on the ex gratia payments. It's really quiet disgraceful to be treated like this.
Its all Scottish accents I'm getting at the moment when i call, doubt if they have hands on experience so to be fair they are just doing their best.It must be very frustrating, it’s been over 2 weeks since this news broke and you’re still waiting to get the particulars for your own payment.
Regarding the contract staff, I have no idea whether that is true or not but I do know for a fact that it’s common practice to draft in new agents into your call center on a temporary basis if you are expecting a surge in traffic. Those folks will be working off a script that they won’t deviate from. Your best bet is to keep ringing them every day. Do they have a complaints procedure that you can initiate? Basically anything that will let you escalate this beyond the first line agents answering the calls.
I admire your patience, if it was me at this stage I think I’d be driving up to their offices in Leopardstown
Yeah, their call centre for mortgages is in Scotland. It’s definitely an offset mortgage you have, right? I would flat out ask them that question - is there any reason why I wouldn’t get an offer? And if there is no reason, then where is the offer?!Its all Scottish accents I'm getting at the moment when i call, doubt if they have hands on experience so to be fair they are just doing their best.
A call back would go a long way, but ur right il just keep calling until I get someone who can give me more details. My letter must have never issued, dunno why that would be.
I'm getting paranoid now. Is there any reason as to why I could be excluded from the compensation (technically or otherwise) and would that lead to me not receiving any correspondence at all?
Oh it's an offset alright. Was told this morning that it's a printing issue and that my letter is going out today.. believe it if u like, I give upYeah, their call centre for mortgages is in Scotland. It’s definitely an offset mortgage you have, right? I would flat out ask them that question - is there any reason why I wouldn’t get an offer? And if there is no reason, then where is the offer?!
When I rang them they were able to give me certain bits of information such as what my balance was on the 31st August, how many payments I had left and what my average Offset Balance had been over the previous 2/6 years. But they wouldn’t give me the payment amount. Maybe they have it but are under strict instructions not to get into it on the call with a customer? But it’s equally possible they don’t have it, like they state on the call. I got my letter the next day as it turned out.
Pester them until they give you the info.
I also asked them this - and they confirmed that in fact two letters have been posted, because it is a joint mortgage. So seemingly both my letter and my husband's letter have gone astray. Still no letter today. I'm not calling today though. I'll call again tomorrow.Yeah, their call centre for mortgages is in Scotland. It’s definitely an offset mortgage you have, right? I would flat out ask them that question - is there any reason why I wouldn’t get an offer? And if there is no reason, then where is the offer?!
When I rang them they were able to give me certain bits of information such as what my balance was on the 31st August, how many payments I had left and what my average Offset Balance had been over the previous 2/6 years. But they wouldn’t give me the payment amount. Maybe they have it but are under strict instructions not to get into it on the call with a customer? But it’s equally possible they don’t have it, like they state on the call. I got my letter the next day as it turned out.
Pester them until they give you the info.
Please tell me you had luck today?I also asked them this - and they confirmed that in fact two letters have been posted, because it is a joint mortgage. So seemingly both my letter and my husband's letter have gone astray. Still no letter today. I'm not calling today though. I'll call again tomorrow.
No I didn't. Post arrived and no letter. So I called again and just got a callback just now to tell me that the letters were printed and posted yesterday so we should receive them on Monday. I asked for a callback regardless to discuss the offer and was told that IF the letter doesn't arrive on Monday then I can call and request a callback to discuss the details. I was really annoyed and frustrated to be honest, but it didn't seem to make any difference. Any joy for you?Please tell me you had luck today?
Nop. I thought they told u they were gonna post them on Tuesday?. I don't think the call centre knows what is being posted and what's not. The girl I got yesterday was the same one I talked to week earlier. She said she meant to call me back. Then apologised and said there was a printing issue but it was gone out yesterday and I should have it in a couple of days. Wouldn't discuss details of the letter and I doubt she had them to be fair.No I didn't. Post arrived and no letter. So I called again and just got a callback just now to tell me that the letters were printed and posted yesterday so we should receive them on Monday. I asked for a callback regardless to discuss the offer and was told that IF the letter doesn't arrive on Monday then I can call and request a callback to discuss the details. I was really annoyed and frustrated to be honest, but it didn't seem to make any difference. Any joy for you?
Good idea. I've submitted a SAR now requesting details of the offer and the calculation details for our account, used to determine the amount.Reading this shambles, I would say it's worth putting in a subject access request. It's not the quickest but nothing to lose, and is a pain for them.