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“Sympathetic don't make me laugh!!!!!!!!!!!!”

written by on 21/01/2013

How NRAM have the audacity to put this quote on their website
" Payment difficulties -
How we can help you during financial difficulty NRAM is committed to helping our customers find a way forward if they are struggling with their finances.
Our friendly and helpful agents will treat you sympathetically and positively and will work with you to help you to review your financial situation."

Over the past two years my partner has had an injury at work and then he unfortunately broke his knee which resulted in him having two years off work as he worked in industry he does not qualify for full pay. First year we managed to keep up with the mortgage as NRAM refused point blank to help us after we filled in an income and expenditure form on the spot - not enough money coming in. Second year we kept up with payments as best as we could but fell behind by 3 months - again I rung NRAM and asked for help, again filled in an income and expenditure form on the spot and was told we could pay £200 on top of our monthly payment to get rid of the arrears and was told to call back at end of month to put everything in place. Rung back at end of month thinking we had it sorted light at the end of the tunnel how naive I was and was told I would have to pay normal mortage payment and £1000 on top on month then £545 the month after I explained this was not possible and that I had been given a different figure earlier on in the month and named the date, time and person I had spoken to - to be told he gave you wrong information I explained we could not afford this arrangement and was told they could not help us and court proceedings would start shortly. I was so insensed by the way I had been spoken to I called again to speak to another member of staff only to be quoted a different figure all above what we could afford. So to prove a point I rung again and spoke to another member of staff only to be quoted another unaffordable figure. I rang again a few days later having talked things over with my partner and offered what we thought was a reasonable sum under the circumstances of £150 on top of our payments and one we could stick to... Not good enough so after talking to family and asking for help I offered normal monthly payment and a full monthly payment on top which would take us three months to pay of the arrears. Not good enough and as we had no payment arrangement in place - a court date was set...The stress was unbearable and low and behold two weeks before the court date a member of NRAM's staff telephoned asking why we had not contacted them to discuss our arrears. I was that hysterical on the phone I had to give the phone to my partner to talk to them - and low and behold they offered us a payment arrangement which was the same as I had offered them the full mortgage payment and a monthly payment on top for next three months....but the difference was now they had a suspended order of possession on our home......When I asked about the complaints policy due to lack of inconsistant informationwe had been given and that they had blatently lied on the court documents I was told "It won't change the situation you are in - so pointless really" In the end we borrowed money to pay the majority of arrears but owe just under one month. - Cue the harrassing phone calls of up to 4 a day from rude staff and 3 or 4 letters a week asking us to contact them so they can help!!!! Yeah right!!!!

This company has no morals, make up the rules as they go along and their customer service staff are nothing short of bullies they treat you with contempt and have no empathy what so ever... Can't stand the company wish we could move to another provider but are stuck with them for the next 9 months while we get back on track.......I would use stronger language but they are not worth it.....