Better to pay someone else

Currently into month 3 of what should have been a simple re-mortgage (with the same mortgage company)and adding a name to the deeds.

Started of promisingly then stopped fully, all to do with the 'dashboard' stating we have an ERC, although the redemption letter clearly states we haven't. Despite emailing twice to query (the first being a week ago), we've not yet had a response, other than an out of office for our dedicated account manager stating they'll be back at work 16th April, it is now the 5th May??? Another mortgage payment is due in a week which will then invalidate the current redemption figure and so the process will start again (this being the second time)!!

What really annoys me is that no consideration goes into the fact that this is costing us >£350 a month, so now £1000 out of pocket. For comparison a similar transaction when my partner bought out her ex took 4 weeks and cost slightly less.

Go else where.