We have a tracker mortgage on a house not in negative equity. We have been trying to move house for the past 18months (sale and purchase have separately fallen through twice since last summer for reasons outside of our control), and we are trying to switch our tracker with a tracker switching product from one of the main banks and not take out any more debt. The mortgage amount will be about 20% of the purchase price on the house which equates to 1x my husbands salary so we are well within the stress testing limits. We have 5 bank accounts with this bank spread across three branches :the mortgage account, one business, three current accounts plus a visa credit card account. We don't bank with any other bank.
The mortgage approval letter ran out last December as it was six months old from when it was issued when we were buying the first house which fell through on the vendor side. In December I rang the bank and asked for it to be reissued with new date as estate agents in dublin were looking for it in order to accept bids from us. I spoke to the mortgage person and was told it would be in the post before Christmas. On Monday January 5th I went into the branch to find out when I would get the letter, talked to the customer service person who popped into the office of the MA and came out and told me it was in the post. On Tuesday 13 I rang the branch as no sign of the letter and left a voice mail with details. No call back. Same 15th (voice mail of customer service manager in the branch), 17th, 19th, 20th, 21st. I finally got a call back at 5pm on 22nd as each day before I left the message the person who answers the phone at a central location, not the branch, heard my story and also said they would contact the branch separate to my voice mails. I finally got talking to customer service manager and explained my efforts to get the letter and also explained that I had spoken to her in person in the branch on Monday 5th and she said the MA from December had left and there was a new person looking after it (the person who said it was in the post on Monday 5th). She put me on hold and came back and said the delay was that they were trying to price the tracker but that the letter should be out the following week. The following day the branch manager called me to say we had the approval, he apologised for the delay and said the letter would be out the following Tuesday. Meantime he emailed me a one liner that I could show to estate agents saying we had mortgage approval.
The following Thursday I emailed him back saying no letter had arrived in the post. He said he would look I to it. One week later I emailed him again saying no letter had arrived. No reply from him. That was a week ago. Still no letter.
If it wasn't for the fact that we want the tracker switcher rate which is much lower than the variable, we would just switch banks. At this stage I literally don't know what to do. Can anyone advise what I can do next. Bear in mind the branch doesn't have a customer service desk, all appointments etc are made through a central number. I am so angry at basically being ignored that the thoughts of a face to face with the manager will make me even more angry as I listen to yet more bull and excuses and come away with still no letter. Should I reapply via another branch and hope for better service?
The mortgage approval letter ran out last December as it was six months old from when it was issued when we were buying the first house which fell through on the vendor side. In December I rang the bank and asked for it to be reissued with new date as estate agents in dublin were looking for it in order to accept bids from us. I spoke to the mortgage person and was told it would be in the post before Christmas. On Monday January 5th I went into the branch to find out when I would get the letter, talked to the customer service person who popped into the office of the MA and came out and told me it was in the post. On Tuesday 13 I rang the branch as no sign of the letter and left a voice mail with details. No call back. Same 15th (voice mail of customer service manager in the branch), 17th, 19th, 20th, 21st. I finally got a call back at 5pm on 22nd as each day before I left the message the person who answers the phone at a central location, not the branch, heard my story and also said they would contact the branch separate to my voice mails. I finally got talking to customer service manager and explained my efforts to get the letter and also explained that I had spoken to her in person in the branch on Monday 5th and she said the MA from December had left and there was a new person looking after it (the person who said it was in the post on Monday 5th). She put me on hold and came back and said the delay was that they were trying to price the tracker but that the letter should be out the following week. The following day the branch manager called me to say we had the approval, he apologised for the delay and said the letter would be out the following Tuesday. Meantime he emailed me a one liner that I could show to estate agents saying we had mortgage approval.
The following Thursday I emailed him back saying no letter had arrived in the post. He said he would look I to it. One week later I emailed him again saying no letter had arrived. No reply from him. That was a week ago. Still no letter.
If it wasn't for the fact that we want the tracker switcher rate which is much lower than the variable, we would just switch banks. At this stage I literally don't know what to do. Can anyone advise what I can do next. Bear in mind the branch doesn't have a customer service desk, all appointments etc are made through a central number. I am so angry at basically being ignored that the thoughts of a face to face with the manager will make me even more angry as I listen to yet more bull and excuses and come away with still no letter. Should I reapply via another branch and hope for better service?
