Couple ‘harassed’ by EBS despite mortgage arrangement | Pricewatch reader queries

A reader contacted us recently in a distressed state asking if it is “permissible to be contacted twice monthly by phone and by letter by your mortgage provider’s arrears section if you are sticking to agreements religiously?”

The couple has a mortgage with EBS, which currently stands at €173,000, “and we have mortgage arrears of €1,900, which was not due to us not paying,” she writes.

“We had two continuous six-month agreements to pay interest only, and needed a third six-month interest-only term, as I had to have a hysterectomy and we had medical expenses.

“EBS agreed to the third term but put arrears for two months on our account while they were making the decision to grant the third interest-free period.

“We are now paying full mortgage payment of €1,134 per month and €65 off the arrears. This is beyond the max we can afford, but we want to clear these arrears as soon as we can.

“My husband is being harassed at work by phone calls from EBS arrears section, and we got a letter from them asking us to contact them despite answering their call.

“Despite us paying the full mortgage and €65 off the arrears, they keep calling and we got another letter. I am worried my husband will have a heart attack over this harassment, and I have got really bad migraines and spent a day in bed getting sick from the stress.”

She says she is trying to pay these minor arrears of €1,900 back, yet the calls keep coming.

“Is this allowed, and how can I get them to stop harassing us when we are making full mortgage payment and paying €65 off the arrears? They said we have other options. What do they want us to do, rob a bank?”

We contacted EBS – or at least the almost entirely State-owned AIB, which takes responsibility for it – and we received the following inadequate statement.

“As you know, from a client confidentiality point of view, we cannot comment on any individual case,” a spokeswoman said.

“Please could you ask the customer to contact us to discuss the position directly with us. The customer can contact us on EBS 1850-330044 or 01-6658010.

“We adhere to the requirements of the Central Bank’s Code of Conduct on Mortgage Arrears in relation to communication with borrowers.”

We pointed out to AIB that our reader had been in contact with EBS on many, many occasions, and there was an arrangement in place, yet still the bank is hounding the couple.

The bank refused to do anything to resolve the situation other than to make the patently absurd suggestion that she contact its helpline. Again.

We got no further communication from the bank.

The bank that likes to send scary letters for no reason

A reader from Stepaside recently cleared his 20-year Ulster Bank mortgage and never missed a payment over the course of the loan.

“Yet last week I received a letter, from Ulster Bank arrears support unit, Central Park, Leopardstown, which stated: “PLEASE CONTACT US TODAY, We would like to speak to you regarding your mortgage arrears.”

The letter went on to say that failure to talk to them could result in legal proceedings and would affect our reader’s Credit Bureau status.

“I called. I asked, ‘What arrears?’ Reply: ‘Sorry, you have indeed cleared the mortgage. Please ignore the letter.’ ”

Then last week he received an undated letter stating: “You have missed the recent payment due on your mortgage account.” It also read: “WARNING: YOUR HOME IS AT RISK.”

“I called again. Same number. Different person. Again I got an apology.”

This time, though, the person told him: “You’re not the only one.” He asked, “So it’s not just happening to me?” She sighed. “No lots of people like you are getting letters like this.”

“I found the letter upsetting. So there must be quite a lot of upset people out there.”

We contacted the bank and were told that “a small number of customers who had repaid their mortgage balance have incorrectly received correspondence from our arrears support unit. We are contacting the customers to apologise for any inconvenience caused.”