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Cooperative Bank missed my mortgage payment via direct debit

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Cooperative Bank missed my mortgage payment via direct debit

Postby Gallifrey » March 21st, 2017, 2:21 am

So after six years credit was finally back on track and was allowed to upgrade my account with the coop to a normal current account. All going well paid yesterday and all direct debits apparently paid, phoned up bank to transfer direct debits over.

Checked my account this morning and the direct debit for my mortgage has now disappeared from my cash minder account, and the money for the mortgage now appears not to have gone out, I'm fairly sure this will now be recorded as a late payment and affect my credit rating.

I give up, any ideas for how to resolve this over than to sue the COOP. Completely rubbish customer service.
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Debtwizard » March 21st, 2017, 11:00 am

Hello Galifrey

Great to see you back on the forum, but not so great with your issue! :x

It is very important you check your credit file to make sure it is not shown as a missed payment. if it is it will affect your credit score.

If you are not signed up to a credit reference agency (CRA) then try for free Noddle or Clearscore.

Best wishes mate.

Mike
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Gallifrey » March 22nd, 2017, 1:10 pm

Mike,

Thanks for your advice luckily there has been no damage to my credit file as the mortgage company themselves were very helpful. Unfortunately it took me over two hours on the phone dealing with this yesterday, most of which was on hold. I was advised to make a manual payment to my mortgage company which I did, being assured by the COOP that the direct debit wouldn't also be taken, an hour later the direct debit went out.

I was fobbed off that the money would be immediately refunded by the bank which it wasn't, necessitating a further call to the bank. The card payment was then cancelled only for it then to be taken again after midnight.

It has since been returned to my account but the bank have offered me £75 compensation. I have advised them that that is an insult and will take it to the ombudsman and that's where I am. So at this point have emailed their chief executive and await a reply.

Dave
Last edited by Gallifrey on March 23rd, 2017, 5:53 am, edited 1 time in total.
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Debtwizard » March 22nd, 2017, 8:20 pm

Hello Dave

Can see you are not very happy, be interested to know what the Financial Ombudsman Service (FOS) makes of it all.

Sounds like a member of staff failing to understand not how their bank works and giving you false information.

Keep well my friend, more so in light of recent events. :(

Best wishes,

Mike
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Gallifrey » March 23rd, 2017, 5:53 am

Mike,

Me too although would be good to just get it sorted out. Checked my bank today and the £550 is gone again

Appreciate the support

Hope all good with you

Dave
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Debtwizard » March 24th, 2017, 11:39 am

Hello Dave

Are you saying they took another £550 after you have already paid the mortgage? This is a another cock up?

Best wishes,

Mike
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Gallifrey » March 25th, 2017, 11:42 pm

Mike

Got it in one,all resolved now after hours spent on the phone given me £150 compensation, although they wanted to settle for £75

Dave
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Debtwizard » March 27th, 2017, 9:47 am

Hello Dave

Got it in one,all resolved now after hours spent on the phone given me £150 compensation, although they wanted to settle for £75


Well done for being persistent and determined in getting compensation for the way you have been treated. One would hope this would not happen again ;)

I take it you managed to do all this yourself without the help of the Financial Ombudsman Service (FOS)?

Best wishes,
Mike
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Gallifrey » June 25th, 2017, 7:13 pm

Yes all done by myself threat of the FOS was enough
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Re: Cooperative Bank missed my mortgage payment via direct d

Postby Debtwizard » June 27th, 2017, 10:34 am

Thanks for the update Dave

The Financial Ombudsman Service (FOS) is in my view a very useful resource for consumers and unfortunately not many people seem to be aware of their existence and that's its free for them to use. So I can understand the threat of their involvement would be enough to nudged them into settlement.

Trust you are keeping well!

Best wishes,

Mike
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