Santander Mortgage Arrears

[Lilythepink]

Sent the letter on Tuesday and we are receiving phone calls day and night, at all times.

[Ell-enn]

Have you checked on royal mail website to see if the letter has been signed for ?

[Lilythepink]

Yes it has, but they don't seem to take any notice.... The phone calls are early morning, and dinnertime, when we get home from work. We have done everything right, yet they still harass us. We cannot get phone calls through that are urgent family matters.

[Ell-enn]

The letter probably hasn't got through their system yet, give it till after the weekend and see if you get any response.

[Lilythepink]

This morning again at 8.07 phone call from Santander, and I can say that they have phoned every morning last week and this week. We have told them clearly that we are not talking to them on the phone, but do they listen no. So I nice complaint to the OFT, might help, or maybe not.

[citizenB]

LtP, are you keeping a record of these calls ?

 

Just so you are aware, any calls that are made/received in respect of a Mortgage are to be recorded by the Lender. So if you are keeping a physical record, and then at a later require the Lender to provide an SAR, those calls should match up

[Lilythepink]

Can I under FOI ask Santander for every recording, and what information they have on how many calls they make, as I have the days and times they are ringing us?

[Lilythepink]

Sorry citizenb crossed messages, yes I have records of all the calls, and times.

[citizenB]

I am not sure about FOI, but you would certainly be able to ask them for this information by way of SAR ?

[Lilythepink]

And is it just the same way, with a charge of £10.00

[citizenB]

And is it just the same way, with a charge of £10.00

 

Yes, there is a £10.00 statutory fee for the SAR - there is a draft letter in the CAG library, you can amend to suit. Include anything and everything that you think that you might want to have a peek at

 

They have 40 calendar days in which to respond.

 

They will almost certainly demand that you sign it so sign over a grid of light/mid grey xxs..

 

 

XXXXXXXXXX

XXXXXXXXXX

XXXXXXXXXX

XXXXXXXXXX

 

or your name/initials

 

LilythePinkLilythePinkLilythePink

LilythePinkLilythePinkLilythePink

LilythePinkLilythePinkLilythePink

LilythePinkLilythePinkLilythePink

[Lilythepink]

thank you

[Ell-enn]

Make sure you write on the back of the £10 postal order " fee for Subject Access Request only" together with your mortgage account number. Take a photocopy of the front and back of the PO and save with your copy of the letter. As always, send by recorded delivery.

[Lilythepink]

Will do, can you get a £10 postal order?

[Ell-enn]

Yes, from the post office

[Lilythepink]

thanks again, I do not know what I would do without CAG......

[citizenB]

LtP - when you get the postal order you will receive a receipt. Please make sure you keep that, if you need to check whether it has been cashed or put in a complaint there is an ID number on it which you will need.

 

If you can, also take a photocopy of the completed Postal order before you enclose it in your letter

[Lilythepink]

Haven't even got the letter sent yet, and they are on the phone again this morning at 8.07 am. Got a letter at lunch time, saying that according to them we have a surplus of £426 each month, if I had that I would be very lucky. And guess what they want us to phone them.

They say our mortgage does not fit the criteria for capitalisation, does any one know what the criteria is with Santander:

[Ell-enn]

How do they work out you have that surplus? have you sent them a budget sheet ?

[Lilythepink]

They won't let you send them one, they make you do it over the phone, and they are so rude, that you are so stressed out, that you would nearly do without food just to get rid of them. If we had that much money left over, I might have a holiday this year......They absolutely refuse to communicate on paper, and the phone calls are on our mobiles and landline.

[Ell-enn]

You most definitely should not do an income and expenditure over the phone ! You should complete the affixed budget sheet send to them with a covering letter telling them that you do not have the surplus they think you do as you were forced to estimate your income and expenditure under duress during a telephone call. If you need help with the letter please let me know.

[Lilythepink]

thank you, I know and so does everyone else, that emergencies do creep up, like the cooker, extra bills, etc etc, but they just don't seem to appreciate this, and neither does the government. Another phone call just there, I just lift it up and end the call, can't be bothered even listening to them.

[Lilythepink]

I have now sent two recorded letters to Santander, about phoning me three to four times a day. They are taking no notice, and I have logged all the calls. What can I do as this is driving me mad. Who or what can I do next?

[Lilythepink]

Right, Santander have finished the arrears payment deal, without replying to our letters.

 

They say they are going to start charging us unless we ring them to sort out a new deal.

 

We want to just pay the arrears month by month, by what we can afford, which might be quite a lump sum, if things brighten up a bit.

 

We used to have an automated number that you rang, and just paid over the phone.

 

Unfortunately we don't have that now.

 

Does anyone have the number, or know the banking details of Santander, so we could set up a standing order.

[matttye]

Roberts v Bank of Scotland Plc (Rev 1) [2013] EWCA Civ 882 (11 June 2013)

 

Recent case law about banks harassing people who don't wish to speak to them by phone.

 

Might be worth seeing if you can speak to someone senior at Santander rather than one of the phone monkeys and remind them about this case law.