Why do some financial services companies fail at the easy tasks?
Having saved a whole shed load from the mortgage rate cut (being one of the far-sighted to choose a tracker mortgage), and escaped spreading it all and more on propping up the economy buying a new car, I did the sensible thing. Set up an overpayment on my mortgage.
The customer experience of doing this simple procedure was diabolical! First they had my main address as my old address, as well as having my new mortgage at a different address to the one they lent the money on. Fifteen minutes later I was put through to a different department, a further five minutes explaining where I have been brought me to the real purpose of the call:
"I just want to use the latest savings as overpayments" What could be simpler?
No! This lender mixed up the payments on my old home (where the ex still lives) with payments on the new home.They could not work out the actual reduction which I had done in less than 5 seconds. When we finally got it straight they promised to send me a confirmation letter and refund the overpayment mistake from the previous month. Guess what - 10 days later and I'm still waiting for the letter and refund. Leaves me thinking maybe the sensible strategy was too hard and I'll buy that new car from the nice lady at the Nissan garage who made it all very simple and straightforward.
