wrong mortgage (Woolwich)

Member Name: poppy1

Product:	Woolwich
Date:	22/10/02 (398 review reads)
Rating:

Advantages: None

Disadvantages: Abysmal telephone service, Branch staff unable to help, won't admit they are wrong

I also had the misfortune of remortgaging with the Woolwich October 2000. I am financially clued up working in accountancy and with my financial advisor decided that I wanted a discounted, flexible mortgage. I confirmed that I could make overpayments, that interest would be calculated on a daily basis and I could if I wished borrow more during the 3 year term as my mortgage was only 20% of my house value.

I recieved the mortgage offer which only said it was a discounted mortgage. I used their solicitors my financial advisor was also involved so I assumed everything was ok. When a few months later I wanted to make overpayments I went into the branch, explained what I was doing and completed a form. A short while later I enquired about borrowing and extra 5k for some home improvements - this is when I was told to ring the Mortgage telephone centre. I was told if I wanted to borrow extra I had to pay a £300 fee. I asked why and was told it was because I didn't have an open plan mortgage. I asked about the overpayments they were happy to take from me - this is when with further questioning I discovered that they were in a holding account and would be credited to my account at the end of the year. What about the daily interest calculation - oh you haven't got that I was told. I asked for my overpayments back immediately - 6 months later they arrived.

I contacted my financial advisor who confirmed that I should have had an open plan mortgage. After some digging it was discovered that they had sent two mortgage offers out - the first we had signed the second we hadn't. They said they were identical except for the mortgage numbers. Why were the numbers different - after numerous letters (to which they answered only one) and telephone calls going on for months I gave up. They said they didn't know why, but that was just the way it was.

My financial advisor has tried to dig into the matter but has also drawn a blank. S
o I am left eagerly awaiting October 2003 which is the end of the tie in (thank god it was only 3 years). Where will I go next - maybe back to the Halifax - I was with them for 12 years. They annoyed me because they would give me a competitive rate like new mortgages but at least you could talk to someone in the branch and get an honest anwer.

The Woolwich has been the biggest mistake ever. Their telephone system is totally abysmal, the staff unhelpful and never ring you back. Letter are not responded to even when you get a name and fax to them.

Summary: