Co-operative Bank Mortgage Reviews

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Co-operative Bank Mortgage
★☆☆☆☆
1.3
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Latest Reviews

“Avoid”

★☆☆☆☆

written by AlisaFrost101 on 07/03/2024

I was with the co op 5 years and came to renew my mortgage. Had to wait 5-6 hours on hold over 3 telephone calls. Then i had to get a mortgage in principle which wasn't worth the paper it was written on, then had to wait 2-3 weeks to speak to a mortgage advisor. Was on the phone to him for an hour and half at which point the rates had changed due to their delays in sorting my mortgage out. Pointless waste of time they are.

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“Be prepared to wait...”

★☆☆☆☆

written by CaseyMcCormick on 01/03/2024

Spent over 6 hours on hold over the course of 3 days. I've never known anything like it. The staff member could answer my questions which was helpful. But actually getting through is the problem. If you plan to phone them then give yourself over 2 hours to wait on hold. Today after 2hrs and 18 minutes just as I was about to hang up again someone finally answered.

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“poor call centre and over an hour ”

★☆☆☆☆

written by 465Prater on 01/03/2024

platform Coop is so difficult to contact and you cannot send forms via email. c letters sent state out of date contact numbers and containing very confusing details,

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“Zero customer service. ”

★☆☆☆☆

written by PierreStephens18 on 01/03/2024

Have had to ask 3 times for redemption statement. The 4th phone call actually seemed to get a result. The customer service lady actually raised a complaint due to the terrible service I had and said I should hear from someone in 3 days. We'll obviously that didn't happen either. This bank is absolute abysmal!!!!

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“Deliberately withholding redemption statement”

★☆☆☆☆

written by aliclifton on 29/02/2024

Platform have had two months notice, and yet my new mortgage provider's solicitor simply can't get a redemption statement from them. Now we are likely to miss the exchange date. It's starting to feel like a deliberate attempt to charge me a high variable interest rate. Just one more in a long line of shocking interactions with Platform/Co-op. I've contacted the financial ombudsman - advise all other Platform customers to do the same.

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“Awful”

★☆☆☆☆

written by Princess370 on 29/02/2024

Have spent 7 hours collectively so far this week trying to chase as redemption statement that was promised to us by yesterday for exchange today. Still no redemption certificate in hand. This is seriously hindering our move. Stay away from these cow boys.

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“Literally the worst service you could imagine”

★☆☆☆☆

written by Bmason1984 on 29/02/2024

4 calls in last 2 days all holding for 2 to 3 hours. 2 of 4 disconnected after 2 hours hold time only to start again. Promises made to provide redemption statement broken. This business should not be trading.

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“Appalling customer service”

★☆☆☆☆

written by hhYoung126 on 28/02/2024

They treat their customers with absolute distain. The customer service is dreadful. If they can't cope, why are the in business at all. Avoid at all costs.

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“WORST CUSTOMER SERVICE EVER”

★☆☆☆☆

written by Perry2727 on 23/02/2024

Platform rebranded as COOP Bank, the transition was handled awfully and now there is no support whatsoever, no internet portal to manage anything, so you have to phone, then when you phone they hang up on you every 30 minutes. I have spent a over 3 hours today on hold. Do they have any staff at all? The worst service in the world. No redeeming features at all. Id go with another company even if the rate offered was higher.

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“Terrible unprofessional customer service ”

★☆☆☆☆

written by Bishoptc1982 on 16/02/2024

Held up our entire completion process because they couldn’t provide a redemption certificate - this is despite multiple phone calls (with waiting times of an hour plus) begging for it and requesting it as urgent. Never ever going to work with them again.

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“Pleasantly surprised”

★★★★☆

written by daztop on 23/10/2023

I switched to Platform for my mortgage as they offered the best rate. It was only after I switched that I googled them, and immediately panicked due to all the negative reviews online. I've just finished a call with them as I needed to make a couple of amendments to the payment details, and I have to say I was pleasantly surprised. I cleared my calendar as I was expecting to be waiting hours, however I got through in just under 10 minutes. Once through, a very friendly and helpful representative sorted everything out for me, including arranging a call-back for next month to make another amendment. Having moved from Atom previously, I'm obviously disappointed at the lack of online options for managing the mortgage, but realistically - how often am I going to need to change it now that it's sorted anyway? I only ever used the Atom app to depress myself seeing how much I had left to pay for the next 20 years.

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“Awful”

★☆☆☆☆

written by IrisJones on 28/07/2023

Difficult to contact anyone and information they give is wrong. Staff are rude, costs are high. Avoid at all costs.

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“Genuinely can't wait to leave...”

★☆☆☆☆

written by jpr2x on 19/06/2022

Geniunely can't wait to leave and never return. I signed up with Platform for the rate alone, but was shocked to learn the are completely incapable of email, chat, web communications, exclusively relying on telephone in set hours. But not just this, the EXTREME time delay cost me many thousands in my re-mortgage. Specifically, the ability to get a mortgage statement requires a long wait on the phone, a request, a £50 charge and then a 5 day wait. This is absolutely absurd compared to every other mortgage provider around, where they are free and immediate. But, things get much much worse. I had paid the fee, recieved the confirmation on phone and told next 5 working days. I waited 6 working days before calling as I was about to lose the rate I so desperatly needed with the impending changes. Turns out, they "forgot" to send it and would need to do the whole thing again. Obviously I lost the rate, and lost £7,500-20,000. The complaint process took 3 weeks to complete and the conclusion, no discount on penalty fee, just a refund of the £50 charge for a mortgage statement, that, as I said before, most provide for free and instantly, not after 2-3 weeks. Thanks Platform, I'm not sure how you could be a worse "platform" to be a customer of. I will however give your staff some credit, they were all polite even if they made eggregious errors. I feel bad for them though, they are working for what probably is the most antiquated and backward mortgage provider in Europe!

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“Dreadful Intimidating Unprofessional ”

★☆☆☆☆

written by Davismo203 on 03/05/2022

I underpaid less than half my mortgage payment in January due to getting a new boiler being installed through an Interest free loan. Since then I have been hounded with letters, texts and phone calls. The amount that I was short in my January payment is £299! Today again I have been speaking to them and the call was 1hr and 15mins. They are not trying to help at all and have no intention of resolving the matter, instead use repetitive uncaring and condescending scripts they are trained to use. Very stressful for anyone having to go through this. Platform Mortgage Lenders are to be avoided at all costs. There are many Mortgage lenders out there who deserve your business. Too late for me but forewarned is forearmed

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“Very uncaring staff ”

★☆☆☆☆

written by Gleasonqd273 on 25/04/2022

I have fallen behind be four months payments due to tesco closing there bank accounts wile I was away working. I also lost my partne in Nov 2020 to cancer so should of contacted them sooner but it was Christmas 2021 they closed my bank acc my first Christmas without my partner so wasn't in a very good place. But this company could not care less I'm now loosing my home I've lived in for over 25 years. Staff could not careless horrible company

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“No help for poorly elderly man with dementia”

★☆☆☆☆

written by StevenDuggan on 24/03/2022

I write this review on behalf of a I'll friend. He took out a mortgage with this company and when he became I'll they did not want to know. We had the money ready to pay the mortgage off in in full but every month they wanted something different. I wrote them a letter, then they wanted 3 party constants. I did this and they said it had to be on their paper, I did this then I wanted verification I had not changed my name etc. And it went on and on. We sent a doctors report because they asked for one. We did everything they asked for. Spoke to the redemention manager who clearly thought she was better than anyone and spoke down to you like a child. Finally they said they would not help and she asked did I want to be put brought to the team who deals with eviction. Please do no use this company they are poor and their customer service is even worse.

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“Platform - Porting Mortgage and Early Redemption Penalty.”

★☆☆☆☆

written by Santinox31 on 14/01/2022

I have been trying to find reviews/feedback about platform mortgages, especially porting a across mortgages. Last year we decided to take advantage of the stamp duty holiday and move houses, we tried porting across our montage with platform but due to the very long wait times we decided to go with a new lender so that we don't loose our buyer and the house were were purchasing. Since then we have made a complaint to the financial ombudsmen who have basically said platform have not legally broken the contract as such we loose the 5k ERC. We are planning to appeal but wanted to understand what others in similar circumstances have done. It seems rather unfair as new customers have mortgages approved in 4 weeks but existing customer seem to take up to 5/6 months. Be interested to hear if you have had a similar experience and pursued a complaint with the financial ombudsmen and what the outcome has been?

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“Additional borrowing application ”

★☆☆☆☆

written by Bluehippo2 on 26/12/2021

Without doubt the worst company for Customer Service that I have ever dealt with. Desperately short staffed, miss their own deadlines, lose your documentation and when you complain they lie about what was said on previous phone calls, quoting all kinds of rubbish. Young lads answering the phone who just don’t want to be there full stop, just earning beer money. Avoid this company whatever you do.

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“Avoid Platform like the plague”

★☆☆☆☆

written by Tainer on 01/12/2021

Platform mortgages provide a disturbingly shocking service. This company go to quite extreme lengths to stop you from contacting them. They hide their email addresses so that you can only contact by Fax, letter or phone. No one owns a fax machine anymore and like most people I do not own a printer! They ensure that you cannot contact them by phone with some of the most extreme hold times I've ever come across. You will literally never get through no matter what day you try. Your only option is the snail mail. They eventually cost me money by failing to send a redemption statement to my new provider despite repeatedly being asked. They insisted that they would send by fax which is laughable in this day and age. They then owed me an additional month's mortgage payment which I overpaid as a result of their delays. This was 2 months ago. They promised to return the money but never did so. I'm sure they'll just hope I give up and keep the money. I've tried calling them on multiple days at multiple times, morning and afternoon, it doesn't matter. I eventually give up after an hour like anyone would.

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“DON'T USE PLATFORM FOR MORTGAGE!!! ”

★☆☆☆☆

written by rjGreen45 on 22/10/2021

My sons mortgage advisor applied to platform for a 5 year fixed as first time buyer. His credit score is excellent and I gifted him 30% of his deposit while he added 10% from his savings. Platform kept coming back after agreed in principal for more and more info which we supplied and everything was above board 100%.After weeks of back and forth he was yesterday declined. 24 year old, worked full time since he left school at 16, monthly mortgage payment was 26% of his take home pay. This company use good mortgage rates as a carrot but have no intention of putting them into an offer, DO NOT USE as it has now probably cost my son the house he was really looking forward to buying as his first home... Disgraceful company!!!

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