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    • just post it here as text then we can edit if necessary
    • 1st try for snotty letter.     lbccc v1.pdf
    • I do feel now that I would like to comment on some points raised on some of the posts on this feed:   Although I found the appearance and comments from Zac to be rather strange, I have not left a scathing review; I was merely seeking some advice as I have never been in this situation before and did not know what to do.   The information I have provided is factual, transparent, and comprehensive. The pdf I posted of full correspondence, screenshots with text on (and to clarify direct quotations from the video walk round), and photographs of the bonnet show this.   The emails and comments posted by the dealer do not constitute the full facts of the situation as he stated, and it makes me feel sick that I have repeatedly been called a bully and a blackmailer (via correspondence and forum comments) throughout this. Additionally, the 4th email posted by the dealer which he named as the response to the email above it was not the response I received to it.   I have made it clear from the start that I wish to keep the car and only wanted it in the condition as advertised. Upon receipt of my first email concerning my complaint (not the best email, I know), it was very clear that the dealer wanted the car back. His response to this was a WhatsApp message which ended in “To be frank I don’t want to sell some one a car that insults and then blackmails me”. This was also the only option provided which would not cost me considerable time or expense. Although it would still have left me without a car (and having to resume my search), as my old Golf was due to be collected by a private buyer. Also, this was the only option offered without sarcastic and/or patronising comments attached. This is of course only my personal opinion and I am aware that I may not be fully objective on this point, but I felt bullied into doing what the dealer wanted.   Whilst I understand my initial email was quite conflict orientated, and that I have not dealt with this situation well, I don’t believe it excuses the responses I received. I am at a loss to see how this is above and beyond in terms of customer service.   As the dealer pointed out, I did state that the car was in fantastic condition for its year (the interior is fantastic for the year), apart from the bonnet of course. The car has most likely done predominately motorway miles which would account for the bonnet. There are minor issues which also don’t match up with the video walk round. Namely, a tiny dent in the rear wheel arch, which is barely even noticeable, several paint chips around one of the doors, the odd stone chip elsewhere, the alloy wheels are in good condition, but not absolutely pristine as most were described as (I had assumed maybe these has been reconditioned), the rear loading strip is heavily marked all the way across, but the paintwork not affected. However, all of these I feel are minor in a 10 year old car. Upon reflection ‘great’ may have been a better representation than ‘fantastic' on my comment.   During my initial phone complaint, I was told that I was the first customer to complain in over 50 cars (can’t recall the exact number but remember it being in the 50’s) to which I said that I felt bad about, later it was 300…   I never asked for £150. As mentioned before, I accepted this offer over the phone after the dealer had told me that I would not be able to get a stone chip repair company to rectify, as “there are hundreds,” and that it would need respraying. He told me that it would cost him £150 (did not mention plus V.A.T) and that it might cost me £200 here.   I was confused by the pricing structure mentioned (from the chap he has previously told me he has used for his body work repairs for years) as this appeared to be an invoice, which I assumed was for another car’s repairs. The total cost was over £1,000. It stated £180 for a bonnet repair and paint (vandal damage, small repair or paint correction) and on the second page V.A.T was added. If this is correct this would surely equate to a total cost of £216 for the bonnet, but of course I could be wrong. Not inclusive of the cost of collecting and delivering the car back to me, as I have been informed that this should not be of inconvenience or cost to me.   I asked for a larger contribution as initially I was led to believe it would cost me £50 and a little inconvenience. Only after I stated the specific consumer rights (which I had Googled over the weekend) and sent the dealer photos of the bonnet did he offer me a further £112.50 for this. In hindsight I could have specified a figure, and that I still did not expect the blended wings to be paid for. Before this, the dealer stated that he did not wish to negotiate any further and to take the car back to him to paint or they will refund and collect. Upon seeking more specific advice on Monday I was informed of my full rights in this circumstance.   It is certainly not a case of changing my mind because I wanted a brand new bonnet etc. and I disagree that the dealer kept his "kool" and replied respectfully throughout, as I do not consider sarcastic and derogatory comments throughout as respectful.   The warranty is a 6 month bronze package from Warranty Wise in this case, which I believe is the only option for a car over 100,000 miles.   I’m unsure as to the significance of the dealer counting 14 stone chips, but maybe this was on one of the photos close to the edge of the bonnet. I have not zoomed in, merely taken a photos of different areas of the bonnet. You can gauge the size on the photos which are closer to the front headlight area. Also, again this issue is not about the size of the stone chips, which do vary in size throughout, it is about the sheer amount across the bonnet not being as described. I did state that these were difficult to see in sunlight or at a distance. However, upon reflection I should have stated more clearly i.e. direct sunshine. I believe 2 or 3 were pointed out on the front edge of the bonnet in the video walk round. In which the dealer stated "Body work is absolutely stunning for the year, with only very minor age related marks, which we’ll point out as we walk round… Bonnet; no scratches, no dents, no damage. If we look closely, we might find the odd little stone chip here and there that have been touched in, little one there, very difficult to see. Little one there, look. So, it's got the odd little stone chip on the front of the bonnet edge, apart from that it's very very clean."   There are not over 30 emails about this, there are 12 and 11 WhatsApp messages (inclusive of the 2 photos of the body shop invoice).   From what I understand about mediation, its purpose is to negotiate to resolve an issue as timely and smoothly as possible. The last emails from the dealer stated that they had no choice but to take legal advice and pass all their correspondence to Lawgistics. With a formal retraction of all previous offers except returning the car to them for a refund, which would be my responsibility. This also informed me of the AA ADR. Followed by one stating “My apologies I forgot to include the phone number for the legal team… Bonnie is the team leader should you wish to escalate to the highest level. Please note that on taking further advice we are under no obligation to offer a refund for the vehicle.”   The dealer also stated “our car” at the end of one of his posts which is odd. It is legally my car which was purchased online in good faith.   Bankfodder’s recent comment concerning the AA does indicate he is saying the AA does not know what they are talking about.   Lastly, I am also unsure as to why anyone would want to deliberately add stone chips to their newly purchased car, or indeed how. Is this even possible?
    • As far as I can see I could just have scanned in a QR code of an unused or unreported test and declared it negative.  It is a venue asking for this and it's utterly pointless.  They'd be much better asking everyone to bring an LFT with them and randomly picking 10% out on entry to test in front of a witness
    • Each test has a unique QR code?   The UK is a joke at the moment.  People fighting over petrol at garages, because of supply issues affecting some garages.    Will we see people fighting again in Supermarkets over the last pack of toilet rolls ?   Government are blaming the media for reporting the problems .            
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Kensington Mortgages reclaiming


pombix04
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Hi everyone

 

I may be on the wrong thread here, but I have been Kensingtoned too:confused: by my original Mortgage broker, but the point here is. I was on a fixed rate of 8.04% for 2 years which ran out on the 9th of January 2009. After all the credit crunch that we hear about, and the lower interest rate and so on. Most people's mortgage are going down, well guess what mine is going up. courtesy of KM to 8.95%, because in my clause it goes back to variable rate - which I phoned them to ask what is was- and they told me that the rate was different for different customers??? confused I am truly. and my also goes up with an additional 3% on top of that for being a SUB PRIME customer. I thought we were all Sub Prime for the privilege of being with KM in the first place. BUt most important point is why do they have variable rates for different customers. Can anyone advise? how this is calculated please . I mean the variable rate that is.

Surely it should be the same for everyone. or at least advertise on their web site.or made public. PLease help me to understand.

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Forgot to add. If anyone is interested in talking to the media about KM the more the merrier. Maybe we could join forces, - as they seem to do- and go to WATCHDOG or some newspaper, radio... lets do it.

Contact me if you have any ideas. 07958 77 55 63 ASTRID

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Pombix04

 

Have you still got a copy of your original Terms and Conditions when you took out the mortgage?

 

If so have a good read through about what it says after the fixed rate period has ended.

 

I'm no expert at this believe me but I think if you can find out what it says in there then you can roughly work out what you should be paying.

 

Considering the interest rates are really low at the minute I think the 8.94% you are now expected to pay is very very high. Unless it's bully boy tactics to get you to go to another lender.

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Hi Lynski

 

Thanks your your reply. have just received news this morning from KM saying how much it will go up. it is indeed going from £1935 pcm to £2170.68. My house is currently on the market as I have sadly lost my job just before xmas and will be unable to pay the mortgage next month. I have not told them yet as I fear they will start repossession proceedings straight away. THey are indeed not" nice people to do business with"as the saying goes. Any suggestions on how to hold them back?

Thanks in advance.

Astrid

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I am also wondering WHY they have different variable rates for different customers. Surely it should advertise ONE variable rate for all. I do understand that they have added the 3% on top of that. It clearly states that in the paperwork.

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Hiya

 

we were in a simular situation,my husband was made redundant as we came off our fixed rate and our mortgage jumped up so high we couldn't afford to pay. We rung and asked them for help but they didn't want to know all they were interested in was the regular payments or they would repossess our home.

 

After a few months of the payments going up and calls begging them for help,we decided that we could no longer keep the payments up as we had 6 children to bring up and it was looking dimmer and dimmer by the month.

 

We very sadly had to give our home to them as a voluntary repossession,it was the worst thing we have ever had to go through,we are now in a rented 4 bedroomed house and paying less the half of what the mortgage was on our home.

 

Our house is still on the market at a price lower than what our motgage was because of the credit crunch etc. We're unsure of what will happen when it is evenually sold,we've been adviced that we may need to declaire ourselves bankrupt.

 

If i knew then what i know now than i would of never have taken the mortgage with kensington,i'd of rather sold my home then and there.

 

Hope you have better luck with your house,but don't expect any help what so ever from km they told me they class all houses they have mortgaged as investments

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hi Commonhilltart

I am so sorry for what happened to you .My heart goes out to you and your family- after all that is what is all about- Human beings helping one another, in anyway we can. I am sure you will be better off in the long run away from their dirty dealings.

 

I will not be able to pay next month mortgage. So how long do you think I can hold on before they start repossesssion proceedings?

Regards

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For anyone interested. I also rang SHELTER organisation. but they did not have much to say tho the website is full of good info. The National Debt Helpline has good info too. I am going to check the ConsumerCredit Counceling Service on 0800 138 11 11. Dont know what it is worth but got the number from Shelter today. So will call 2moro. Will keep you posted if I get any joy.

Regards To all

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Hi

 

Well we missed october & november last year as we had to put all our money towards bond etc for renting and they sent us a letter to appear in court so they could start repossession on the 8th december so they jump on you pretty quick but they had the keys by the middle of november but they still went to court so now i have to write a letter to the court stating when they had the keys so i don't get court charges on top of everything else as they'd not informed the court.

 

The cccs are fantastic and will help you with your finances as best they can with no charge,we went the them before we lost our home and they are the once advising us about the option of going bankrupt.

 

The thing is you have to do whats best for you and your family and its so hard as i've been through it but you have to be strong and keep your head held high. Someone said that my house was just bricks and water and that we were just feeding kensington's habit and that we'd be better off in the long run without the stress and worry and they were right. We still have the worry of how much debt we'll have after they have sold the house but as cccs said they can't have what we haven't got anymore and they have to settle for whats offered as there's nothing else they can take off us.

 

Best of luck to you and i truly hope it works out for you.

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Thanks Commonhilltart

 

I am checking with CCCs today, will keep you posted. Also have had an offer on the house, albeit a silly one 45k less than advertise, i decline but I think the next offer that comes along I will say yes to, even if it is a bad one, because at the end of the day as you said it is only bricks and mortar that I am selling, Not a HOME anymore. it is a burden, so I prefer to sell now than be reposessed. Will keep you posted.

Thanks

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Hi

 

This is taken from the FSA handbook

show_instruments_icon.gifMCOB 12.4 Arrears charges: regulated mortgage contracts1

 

 

MCOB 12.4.1 rule_icon.gif (1) A firm must ensure that any regulated mortgage contract that it enters into does not impose, and cannot be used to impose, a charge for arrears on a customer except where that charge is a reasonable estimate of the cost of the additional administration required as a result of the customer being in arrears. 2

(2) Paragraph (1) does not prevent a firm from entering into a regulated mortgage contract with a customer under which the firm may change the rate of interest charged to the customer from a fixed or discounted rate of interest to the firm's standard variable rate if the customer goes into arrears, providing that this standard variable rate is not a rate created especially for customers in arrears.

There was some more I found about not making interest charges to suit but I can't locate it now.

 

It may be worth having a hunt around on the FSA website.

 

Best of luck

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Hi Midge61

 

Thank you for taking the time to do this. I appreciate it. What does it mean in simple english though. My main concern at moment is :

 

I have put my house up for sale as I will not be able to pay the mortgage next month. Lost my job 2 days before xmas.

 

I have not told KM this as they are very keen and quick to act on repossession I believe (looking through this site has confirmed what I already felt, as they are really difficult people to talk to)

 

I will do my best to pay as much as I can of course. But it has gone up by £235 from the 1st Feb.

 

Can they still repossess even tho I am doing my best to sell.?

 

can anyone advise?

 

Regards

Pombix

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Hi

 

As you are not on arrears yet there is nothing they can do yet.

 

If you can make some sort of payment then do that and also write to them and explain that you cannot make this months payment in full and explain why.

 

DO NOT phone them always do things in writing. Check your mortgage papers which will state quite clearly what the SVR should be and you can write and ask what it is at the moment. They should not have an SVR that is tailored to individual accounts it should be across the board.

 

I believe you have to be 3 months in arrears before repossession is started and so long as you are making some sort of payment that is in your favour.

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thanks midge61 I will do that, write to them, that is. with the 3 months in arrears it looks a little better than I anticipated. I am very nervous indeed. hope I can sell in time. will keep you all posted.

All the best to everyone.

Pom x

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by the way I have just received a letter informing me of my new payment but in it , it does not say what their SVR is. I cannot find that info anywhere. Any idea how I could find out? I know that when my fixed term ended (9th Jan -09) it would automatically go to SVR + 3%. BUT THEY WONT TELL ME WHAT THEIR SVR IS.

Frustration rules.......

thanks

pom x

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hi

 

I have tried to have a look also and cannot find it!

 

I am sure they can't do this and must give you the info. Try ringing the FOS tomorrow and ask for their opinion and they may tell you how to get it.

 

Not sure how to deal with this really.

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:) Hello Everyone

Just found out from KM that their SVR is 3.99%.

They wrote to me on 9th Jan when my fixed rate finished and informed me that is was now going to be 8.95% ???? ask them why that was the case and they were unable to clarify this.

I phoned the Financial Omb Service who are going to write to them asking them to clarify this directly to me. If I dont get a satisfactory answer from them. The FOS can take it further as it would have already been logged as a complaint when they write to them.

Has this happened to anyone else? I mean when they came off their fixed rate and it jumped suddenly without clarification and especially when it clearly states in their ORIGINAL MORTGAGE OFFER that following the fixed term it reverts back to their STANDARD VARIABLE RATE? as it does so in mine , I think I have a good case to complain. so please do contact the FOS they were most helpful.

Regards

Pom

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  • 3 years later...
Forgot to add. If anyone is interested in talking to the media about KM the more the merrier. Maybe we could join forces, - as they seem to do- and go to WATCHDOG or some newspaper, radio... lets do it.

Contact me if you have any ideas. 07958 77 55 63 ASTRID

 

We too are having real trouble with Kensington ................Lets name and shame the sham of their customer service ................................

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  • 7 months later...

Popmbix

Are you still with KMC. I have now got all their KSVR's going back to 2004 and would like to compare other KSVR's from their other consumers. You are right they do vary and as far as i can see this is a breach of their terms and Conditions. Please contact me so we can discuss

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