Disclaimer: names of individuals/financial institutions marked with * have been changed.
Six weeks after my first mortgage meeting I found myself sat in the same bank branch, listening to the same generic music, with Mum by my side. The latter element caused a great deal of unease among the staff, the Customer Service Assistant’s face said it all. She handed us drinks and scuttled off to warn Katie* about the deeply unhappy customer and her menacing bouncer.
In stark contrast to both former advisor Jack* and her telephone demur, Katie was a quieter, more reserved figure. The sort of person who looked very knowledgeable and nice, but not built to handle stress or pressure. Like Jack she looked not much older than me, although the engagement ring on her finger suggested a higher degree of maturity and stability compared to her predecessor. Early on, as part of attempts to break the tension, she commented on her house purchase. Oddly enough, it didn’t work.
By the time my meeting with Katie had come around I had developed strong, understandable and justified reasons to be ticked off with BankUK*. Waiting for the elusive Saturday slot I’d had time to simmer, research and rebound. I’d sat in my small house share room fuming at the situation, firing off emails to solicitors promising all was in hand. The offer had been put on the property in November and it was now mid-January, unsurprisingly people on both sides were starting to ask questions regarding the legitimacy of funds. The emails I sent back were at best holding emails, at worst down right lies. I settled with telling myself they were white lies, the only thing that could hold the sale together. When I wasn’t on email I was on the phone, researching and grilling BankUK. I didn’t believe for a second that what they’d done was above board and was determined to find out more. One Thursday evening the exhaustive, repetitive, calls finally bore fruit.
“…well BankUK’s lending policy changed on January 5th. We decreased the lending multiples on that day.”
“Remind me again what date my mortgage was declined? The application which was based on the higher lending limit?”
“It was declined on January 7th Miss Bennett.”
“Right. I want a transcription of this call please.”
With this previously withheld knowledge now firmly in my grasp, Katie’s attempts to try and lighten the mood did nothing but make her look like an increasingly fragile figure.
“Now, I’m aware you have a complaint with us, but I am here to start a new mortgage application, as discussed on the telephone…”
“Yep, I remember that call,” I replied with a straight face.
“We’ll pick up the other outstanding issues once I’ve submitted your new mortgage application,” Katie quickly added with a strained smile.
It was at that time I realised that Katie was perhaps not as hard faced as her telephone manner had suggested. When the office scanner started playing up I could see her hands visibly shake. Trying to cover up her emotions, Katie squeaked “this printer always plays up!” I meanwhile sat across the desk, unsure what to make of my new advisor. “This can’t be the same woman I spoke to on the phone” I thought, “a puff of wind would blow her over”.
Watching someone get into a state is never particularly pleasant, especially when it’s over the presence of one’s own mother. Minutes later, with advisor and printer getting into an ever worsening state, the Katie dashed out of the room to find an alternative scanner.
“She’s freaking out.”
“She wasn’t expecting me to be here. I wouldn’t be surprised if she’s gone to her manager.”
“I’m not angry at her, she’s not the one responsible for messing this up. But if I don’t assert myself they’ll think they can walk all over me.”
After a vacating for a lengthy period, Katie returned to the room in a more composed state. I did everything I could to speed the meeting and forced myself to think happy thoughts when I agreed to apply for the lower sum. At the end of the meeting Katie took the print outs of the emails and a scan of the famous birthday card and promised that the complaint would be looked into.
“In order to move this on, I suggest we meet this Thursday.” Katie said, shuffling papers.
“I work in Swindon during the week. Can we do Saturday?” I asked.
“I do alternate Saturdays I’m afraid.”
“Do I need to come to this meeting? If all it involves is signing the agreement can I post it?”
“Sorry, it needs to happen in Heathley branch. It’s policy.”
I sighed. “Fine, I’ll use my annual leave to sit in a finance meeting.”
“Great, I’ll see you then.”
And that was that.
Other than a quick email confirming my second application had been approved (“too ruddy right it has been”), the next time I spoke with Katie was in the second meeting. And if I thought the handling of my application was already poor, the situation was about to get a whole lot more bizarre…
This post is part of the ‘First Time Buyer Diaries’. To view the full series (so far) click here.