Dreadful customer service (Northern Rock)

Member Name: appy

Product:	Northern Rock
Date:	22/03/05 (1257 review reads)
Rating:

Advantages: mortgae runs alright when set up

Disadvantages: Inability to talk to anyone by phone, No-one availble to talk to, No calls returned

I have a legal and general mortgage which was acquired by Northern rock last year along with a promise that service would not be altered. It was a three year fixed rate which expired in August and since that then I have been trying to fix the rate again without any success. I have lost count of the times Ihave called - I have never spoken to anyone other than a message taker (and subsequently customer care). Ihave written four times and faxed them. They just can not or will not return my calls or provide details. Nobody appears to have any training in the centre and worse are unable to read the file. Customer care have written to apologise for the poor service but still not resolved the situation.

Like previous reviewers calling takes a long tiem and I have been on the phone for up to 40 minutes waiting to get through to someone. My mortgage is actually a buy to let but several times I have been told it is ia regulated product and that's why i need to speak to someone. That soem one is always someone else who is always going to call but never does. Appalling services, clearly understaffed and under trained.

I am only perservering because it's bvecoming a personal challenge to me

Summary: