The tracker is great in principle. It gives you a summarised overview of the actions that are required and updates you on behind the scenes actions that the solicitors are taking. However, we remortgaged from HSBC to HSBC and the main problem we had was that the redemption statement said we had early exit fees to pay but these were being waived seeing as we weren’t leaving the lender. This came up repeated on the tracker and caused no end of confusion. I don’t see why Optima couldn’t remove it from the tracker or show it as having been dealt with rather than pending? We then also had problems contacting them. Every time I tried to call the call got diverted to the overflow which meant the person on the other end couldn’t help us and just had to request a callback. What’s the point in that? Often we never received one. Lastly, Optima appeared to drag their feet a lot. On 3 separate occasions, we messaged for an update after 5-10 working days of hearing nothing and ONLY when we asked did we then get told “you haven’t done X”. If I didn’t ask, how long would it have taken them to notify us? How many days in total was the mortgage delayed due to lack of communication?We were sent to a queue for a senior caseworker to review the case which we spent 2 weeks in before we asked for an update to be told “you need to approve X”. I literally approved it in the message which took two seconds, but we were put back to the bottom of the queue to be reviewed. Joke of a solicitors firm that takes almost 3 months to do a remortgage.
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