Kensington mortgages awkward about mortgage holiday break during coronavirus outbreak

[Spent2much]

We spent 2 hours on the phone to Kensington mortgages only to get cut off after 20 seconds of talking to them, managed to get through again and took another 90 minutes , we have arrears from when we first started the mortgage which we are questioning because we do not think they exist and have asked for a full breakdown of the payments since day one of our mortgage, anyway when hubby spoke to them about a payment break because of no income the first thing asked was 'are you in a position to pay off the arrears' lol what a joke if that were the case why would we be asking for a holiday break, so after 30 minutes debating the said arrears they came back and said , as a gesture of good will we will agree a one month holiday break but we have to ring up next month again.
we really can't believe these morons . We have not missed a payment since 2014 when we paid back arrears from when we had a bad patch . But suddenly when we paid back and thought we were on track we received a letter with arrears for £300 the letter said it was from the first payment when we took our out mortgage , we have always said this is wrong and even the letter said it didn't need to be paid back as it would go on the end of the mortgage, then we started getting letters asking for payment and to make a plan. Husband asked for a S.A.R and the woman said we have to send that in writing so we are doing , she said also she would send us a full statement of payments we've made.
DOes a S.A.R have all the letters sent to us too or just payment history .
My husband reported them that day.

[Joanna Connolly Solicitors]

Kensington should not refuse you the three month Mortgage Payment Holiday - that's clear from the FCA Guidance > https://www.fca.org.uk/firms/mortgag...guidance-firms

Make the request by email if you can, rather than spend an hour on hold using their phone system.

Di

[Spent2much]

Kensington should not refuse you the three month Mortgage Payment Holiday - that's clear from the FCA Guidance > https://www.fca.org.uk/firms/mortgag...guidance-firms

Make the request by email if you can, rather than spend an hour on hold using their phone system.

Di

Hi,
Thank you , do you think we would be able to get the charges refunded that they added over the years even when we had a payment plan in place ? We received a pile of statements and the charges add up £603 . If that could be refunded it could pay for one of the payment holidays ? Also we are going to send theme SAR because we want to know exactly where this arrears came from right back from 2006 , if we owe it we will arrange to pay it back when this covid-19 is all over with , but we want to know exactly where and why the arrears came from .
Thanks

[Joanna Connolly Solicitors]

Hi,
Thank you , do you think we would be able to get the charges refunded that they added over the years even when we had a payment plan in place ? We received a pile of statements and the charges add up £603 . If that could be refunded it could pay for one of the payment holidays ? Also we are going to send theme SAR because we want to know exactly where this arrears came from right back from 2006 , if we owe it we will arrange to pay it back when this covid-19 is all over with , but we want to know exactly where and why the arrears came from .

What’s been happening with your Kensington Mortgages issue?

Hopefully you were given a six month payment holiday if you needed it.

However that doesn’t address the possible arrears issue dating back to 2006.

When is the expiry date of this secured loan?

Was it an interest only or repayment loan (sorry for not reading back through your other threads on this issue)

[Spent2much]

What’s been happening with your Kensington Mortgages issue?

Hopefully you were given a six month payment holiday if you needed it.

However that doesn’t address the possible arrears issue dating back to 2006.

When is the expiry date of this secured loan?

Was it an interest only or repayment loan (sorry for not reading back through your other threads on this issue)

Di

Hi, My husband complained to the Ombudsman and Kensington rang back and were very humble , apologised and it got sorted, they then gave us 3 more months holiday break for covid .
Regarding the arrears they say we have , that apparently is from the first month we got our mortgage, we've asked them for the breakdown of this and haven't sent us it , we said we'd send in a SAR and they put us off with that one and said we will send you all the information and sent about 30 pages of gumph .
Thank you for your reply .

[PlanB]

complained to the Ombudsman and Kensington rang back and were very humble , apologised and it got sorted, they then gave us 3 more months holiday break for covid .
Regarding the arrears they say we have , that apparently is from the first month we got our mortgage, we've asked them for the breakdown of this and haven't sent us it

I'm glad you got Kensington to grant you the mortgage payment holiday you deserved. It's a pity that this had to be achieved by complaining to the FOS when they should have done it automatically.

From memory (your other original thread) this mortgage has a high interest rate product. It seems that there may soon be a change in the law to force the FCA to address the issue of "Mortgage Prisoners" > https://www.thisismoney.co.uk/money/...er-escape.html

Fingers crossed this might help you (and me!).

Di