Northern Rock turning nasty please help

[nufsaid]

Please help Norther rock have written to me to tell me I'm in arrears which is wrong as what they have done is taken all the money and put it all the secured part of my mortgage.

Basically I have a together mortgage and I pay every month at the end of the month by debit card, I have never missed a payment or made payments late.

The monthly payment is £911.97 (which in itself is crippling but we keep it up)

£712.17 is the secured part.- £199.80 is the unsecured part.

What they have done is since this new Ex chair Ron Sadler has taken over we have had a call to see if we could pay by direct debit which I said no as we couldn't guarantee when our pay went in but all payments were up to date and would continue to be to which the chap from the Rock agreed.

Now these letters have started I know Northern Rock need to lose half it's mortgage books.

I am terrified now that they are going to keep on with this situation.

As soon as I received the first letter on the 5th April I called straight away and spoke to a lady who looked into it for me and called back a couple of hours later spoke to my hubby (it's a joint account) and explained that we didn't need to worry it was a technical fault their end and the full amount had been added to the secured part and it would be put right so he asked for this to be put in writing to which she agreed.

Then on the 9th April the second letter arrived stating we now had secured arrears now we pay at the end of the month and not the beginning as we have always done with no problems, called again and spoke to another lady who sounded very confused but again confirmed there was a note on the system that there was a fault at there end and again not to worry (easy for them to say)

Then today letters dated the 9th April & 11th April we had another letter and two separate letters (in each of our names) claiming to have a 'Default Notice Served'.

Now I am completely terrified on what they are going to do I will of course ring first thing Monday but I need to write a very strong letter as to what to say I'm a bit lost.

Should I S.A.R - (Subject Access Request) them for my account details I wasn't sure if this was just for banks and credit cards and maybe even cca them.

Basically it looks like they have added March's unsecured payment to the secured payment and they are defaulting me for Aprils payment which isn't due until the end of the month .

Any help or even reassurance would be very gratefully appreciated this is making me ill as we have been soooo careful with all our financial problems to keep our mortgage and utilities paid up to date.

Thanks again in advanced.(if nothing more for reading though all this)

I will add all their correspondence in a mo.

NS X

Ps... if this is in the wrong section please feel free to move it I wasnt to sure where to put it.

[nufsaid]

These are the letters from the Rock - the first from Ron Sandler new Executive Chairman telling everyone how helpful they intend to be.

http://i257.photobucket.com/albums/h...ket/img029.jpg

http://i257.photobucket.com/albums/h...ket/img028.jpg

http://i257.photobucket.com/albums/h...ket/img024.jpg

Front and back ^v

http://i257.photobucket.com/albums/h...ket/img025.jpg

http://i257.photobucket.com/albums/h...ket/img030.jpg

http://i257.photobucket.com/albums/h...ket/img026.jpg

Front and back ^v

http://i257.photobucket.com/albums/h...ket/img027.jpg

^^ We had one of these sent each in our individual names both letters identical.

As you will notice all these letters were in the space of one week all within 2 days of one another.

[Lula]

bumping for attention

[nufsaid]

Thanks for that Lula

NS x

[nufsaid]

Buummppp anybody please

[nufsaid]

Please could a helper move this to the mortgage bit please.

[slick132]

Hi Nuf,

I'll get this moved into Mortgages and Secured Loans as asked.

[elsinore]

Thread moved.

Els

[slick132]

My advice, BTW, would be to put your complaint in writing giving them 14 days to sort this out.

Contact Cust'r Svs and ask for an address to which you can send a formal complaint. Don't bother discussing it on the phone all over again.

Give the NR a brief summary of your complaint and tell them you require:-

1) Written confirmation that they have re-allocated the payments so those relating to the unsecured part are properly credited and accounted for.

2) Confirmation that there are no arrears in respect of either the secured or the unsecured elements of your loan.

3) Confirmation that no Defaults or adverse comments have been made against your credit records as a result of their errors.

4) Their proposals for compensation for your time, out of pocket expenses, stress and inconvenience which they have caused by their errors. You could suggest a figure yourself - maybe £250 ?

[nufsaid]

Thanks very much for the move Els.

Thankyou for your kind help Slick I am composing my letter today will ring first thing for the correct address and send recorded delivery.

Thanks again guys.

NS x

[nufsaid]

Hiya I wondered what would be the correct bodies to threaten with in my letter who governs mortgage companies please.

Many thanks.

NS

[elsinore]

As Slick says, you must start by sending your complaint to NR in writing (you can email). Don't try to resolve the issues by telephone. As you have already discovered, it doesn't work. Conversations can be 'forgotten', denied or contradicted. Unless you are able to record them, of course.

Their formal complaints procedure is outlined here You must exhaust their procedure before moving on to the next stage.

If your complaint is not resolved to your satisfaction you then escalate it to the Financial Ombudsman and send copies to the FSA, who are the regulatory body. NR also subscribe to the Banking Code, so you would send copies of your complaint to the BCSB.

Click on the link for 'internal complaints procedure' for the address to which to send your complaint.

Els

[nufsaid]

Thankyou Els

I'm not approaching these bodies now it is to put in my letter that I am writing to let them know that I will take it further if they continue with this.

Thankyou for the link this is extreamly helpful.

Thanks again

NS

[manicblonde]

I had a similar problem with our NR mortgage. Rang them and the lady sorted it out. They had allocated the last 2 months of payments to our secured amount showing our unsecured as unpaid. If they cant get basic payment allocation right its no surprise they are in the doo doo!!

Our fixed term end next March, Do you think they will offer a further good rate or should I start looking elsewhere now? We got the mortgage with NR as I dont think our credit history was the best.

No CCJ's (Yet) or defualyts just a few late payments. Anyone got any tips on the best place for us to start looking please?

[nufsaid]

Please could someone take a looksie and let me know what you think before I send in the morning.
The Customer Support Team,
Northern Rock plc,
Northern Rock House

Newcastle Upon Tyne
NE3 4PL


Account number XXXXXXXXXXXX

Dear sir/madam

We are writing to complain regarding the numerous problems with our account.

It is our belief that it is the intention of Northern Rock to generate recent issues in an attempt to force us through stress to leave the company. In the letter dated March 2008 there was a passage quoting “We are not offering unsecured loans to new customers, although customers with an existing unsecured loan with us will not be affected in any way”, signed Ron Sandler Executive Chairman

Now since the take over we have had a string of letters claiming that we have missed payments, this is completely false and appear to be intended to scare us into changing our mortgage supplier and as such I am utterly disappointed to find that Northern Rock would take such an underhanded route to reduce the amount of customers on it’s books.

We have been customers of Northern Rock since 2002 and have maintained a good payment record throughout this term, it is only now since Northern Rock have been nationalised that we are having serious problems.

Firstly we received a letter dated 5th April 2008 explaining we have arrears of £399.60 on the unsecured part of our together mortgage. This is wrong. I telephoned and spoke to XXXXX who was very helpful and explained that she would look into this for us, she explained that on the system it appeared the full amount had been paid to the secured part of the loan and nothing had been added to the unsecured part. This figure of £399.60 makes no sense, as you will see.

XXXXX kindly rang back and spoke to my husband and made it clear that this was a technical error on Northern Rocks part and that it would be sorted, there was absolutely no problem our end, my husband asked for this in writing as we wanted evidence to this end to which she agreed. Again XXXXX iterated and reiterated that it was a technical fault and note a fault on our part. She said that it would be corrected and a letter sent out to clarify that we were not at fault. No letter to this effect has been forthcoming.

The letter dated 5th April 2008, also explained that “Northern Rock had tried to contact us and we had failed to respond”. NO attempt had been made to contact us at all until this letter arrived and subsequently NO further attempt has been made to contact us. It was we who initiated communications and that was to clarify that Northern Rock were at fault.

Two day’s later a letter dated 8th April 2008 arrived. We thought that