Trisha.374
Registered User
- Messages
- 3
Rang Ulster Bank House Mortgages on 14/11/12 requesting a rate change form/letter of authority for both main mortgage account and top-up mortgage. Made it very clear both forms were required. Had been on a default SVR for main mortgage from August 2011 as we were awaiting a judgement from Ombudsman regarding being mis-sold a tracker, among other things. (Six year limit was up by time bank had eventually given their final response, other issue was in connection with fixing - judgement against us)
Received letter of authority on 19/11/12 for top-up, returned said form changing to Discounted Variable SVR of 4.35 %(-0.15%>75%LTV (APR4.4%). Received confirmation of transfer to this rate ion a letter dated 4/12/12.
Rang UB House Mortgages again requesting rate change form for main mortgage on 22/11/12, 30/11/12 and 12/12/12. Eventually received the form on 14/12/12. However, Discounted Variable SVR for >75%LTV no longer available, only option for us is SVR 4.5%.
Feel that we should be entitled to 4.35% as that is rate that was available to us when letter of authority was requested.
Contacted UB again by phone on 21/12/12, asked to speak to a manager, was told that managers don't speak to customers and that they would e-mail their manager explaining my case and get back to me in the New Year.
Rang again on 21/1/13, speaking to same girl, her manager said I was entitled to the U First Disc Rate rate as it was on form sent in Dec - explained again that there was only one for LTV<75% required and that the disc rate for LTV>75% is what I required and had been available to me had the form been sent out in time.
Rang again on 28/1/13, still awaiting reply from her manager and would get back to me that afernoon.
Rang today (11/02/13) awaiting a call back. (Requested e-mail address of a manager to send complaint to but this is not allowed, they do not have any contact with customers as they "are busy with work")
Still fail to understand how or why this letter was not sent out automatically after the first three phonecalls, and only for the fact that they sent out the form for the top-up we would be totally unaware of rate we were actually entitled to.
Also believe we should be refunded the money we have lost, although it is the principle of the matter that is most important. Have no doubt that if their error had resulted in a loss to UB, this would be sorted out long ago, and that a manager would be readily available. Am reluctant to contact their Complaints Dept as have been there before, sending out letter after letter asking us to wait, and have very little faith in their abilities either. Am due a baby in three weeks and want this matter sorted out asap.
Received letter of authority on 19/11/12 for top-up, returned said form changing to Discounted Variable SVR of 4.35 %(-0.15%>75%LTV (APR4.4%). Received confirmation of transfer to this rate ion a letter dated 4/12/12.
Rang UB House Mortgages again requesting rate change form for main mortgage on 22/11/12, 30/11/12 and 12/12/12. Eventually received the form on 14/12/12. However, Discounted Variable SVR for >75%LTV no longer available, only option for us is SVR 4.5%.
Feel that we should be entitled to 4.35% as that is rate that was available to us when letter of authority was requested.
Contacted UB again by phone on 21/12/12, asked to speak to a manager, was told that managers don't speak to customers and that they would e-mail their manager explaining my case and get back to me in the New Year.
Rang again on 21/1/13, speaking to same girl, her manager said I was entitled to the U First Disc Rate rate as it was on form sent in Dec - explained again that there was only one for LTV<75% required and that the disc rate for LTV>75% is what I required and had been available to me had the form been sent out in time.
Rang again on 28/1/13, still awaiting reply from her manager and would get back to me that afernoon.
Rang today (11/02/13) awaiting a call back. (Requested e-mail address of a manager to send complaint to but this is not allowed, they do not have any contact with customers as they "are busy with work")
Still fail to understand how or why this letter was not sent out automatically after the first three phonecalls, and only for the fact that they sent out the form for the top-up we would be totally unaware of rate we were actually entitled to.
Also believe we should be refunded the money we have lost, although it is the principle of the matter that is most important. Have no doubt that if their error had resulted in a loss to UB, this would be sorted out long ago, and that a manager would be readily available. Am reluctant to contact their Complaints Dept as have been there before, sending out letter after letter asking us to wait, and have very little faith in their abilities either. Am due a baby in three weeks and want this matter sorted out asap.