written by Karli112 on 25/11/2017
I am utterly furious at the terrible service from HSBC. I think they are such a massive organisation nobody knows what's happening with different departments.
We finally got a phone call on the 16th November saying our online application had been approved, subject to valuation. I told them I had submitted an independent valuation when I submitted our paperwork, surprise surprise they now say it has "gone missing." I knew they may still do their own valuation which isn't an issue. I was told on the 16th November that someone would contact me within 1 or 2 days to discuss the valuation- that was 9 days ago. I've just rang them and they now tell me that I have to contact the valuer myself to arrange this. This bank are an absolute shambles. We started this process online almost 6 weeks ago and still don't even have a mortgage offer. Thankfully we are only remortgaging and not trying to buy a property. We had repeated letters asking for bank statements etc which had been submitted already.
Still don't know how long this will take to be completed. You need nerves of steel to deal with this bank. And we have to pay £999 fo this privilege. Customer service is awful and the staff in our local branch aren't much better.
After this, I will never deal with this bank again. Pay a little bit extra and go to a better lender.
As rated by our community of reviewers
Leedslass2's Comment
Written on: 11/12/2017
Thought I'd post an update. HSBC sent their valuer to the property 2 weeks ago but wouldn't tell me what he'd valued the house at. Online application shows "ready for offer" from 5th December. Ive had to call them yet again for an update . I was told the offer had been generated and I could view it in the "view my documents" section. So I logged on and surprise surprise, no offer documents are there. So I've called them back, yet again. Now I've been tokd that I have to pay the fee of £999 before they will tell me what the mortgage offer is! This is the first time this has been mentioned! Why the hell would I pay this when I don't even know what they're offering! I swear they make it up as they go along! It's now been almost 8 weeks since we submitted our application. Disgusted doesn't even come close.
Leedslass2's Comment
Written on: 19/12/2017
Update - I paid the £999 fee on 12th December and lo and behold the mortgage offer appeared online. I wasn't happy with some of the terms and conditions but have now been told it's tough as I've paid the fee. Application has now been sent for conveyancing which will take a further 4 to 6 weeks and we're already 10 weeks in to this. I am sorry I ever went to HSBC for a mortgage, they changed the amount they are lending us bit I couldn't see that until I viewed tge mortgage offer, which I had to pay £999 to get. I feel I have been blackmailed out of £999 so now I have no choice but to see this through. Vefy stressful.
I have a friend who is remortgaging with a home owner loan similar to mine. She started the process 3 weeks ago, it's done and dusted and will receive her loan this week from the Halifax.
Leedslass2's Comment
Written on: 24/01/2018
Update- our "case" is now being dealt with by Optima Legal who carry out the conveyancing. We had to fill in yet more paperwork. Going by the reviews I've seen about Optima, I don't have high hopes about them. Still don't have an end date in sight, over 3 months and counting. Shocking.