aldermore.co.uk

Stressed and disappointed!

I applied to move to 6 months of interest-only mortgage payments on 28th January, and got an automated email that said I would receive a decision within 5 working days. This did not happen.I contacted Aldermore on 10th February, and waited on hold for 50 minutes to be told they had no record of my application, despite me receiving an automated response. The member of staff I spoke to was apologetic and helpful, and I re-sent the form.I got confirmation on 15th February that my application had been successful, but because of the timescale (caused by them losing my application) the full payment would be taken out on 28th February, but I would receive a refund of £255 within 6 working days.This did not happen.I contacted Aldermore on Friday 13th March. Despite entering my correct account number twice, the automated system informed me that this was an incorrect number. After spending 45 minutes on hold I was told that although there was an action on my file to get this payment to me on March 10th, for some reason it hadn't happened. I was told that Aldermore would try to get it into my account that day.This did not happen.It is now the early afternoon on 16th March. There is still no payment, and I am now 43 minutes into waiting to speak to someone, and using the time to type this review.I was originally 'first in line', but after 20 minutes of waiting, someone answered and told me I'd come through to the wrong department, despite me ringing the number on Aldermore's website that is clearly labelled 'mortgage complaints'. The member of staff was dismissive, didn't give his name, and simply said he 'didn't know' why the number wasn't the right one. No apology, no offer to make sure that it would be changed - nothing.I had to speak over him to ask if I'd be put back on hold again, as I'd just spent 20 minutes being 'first in the queue'. He reassured me that no, the wait wouldn't be that long.I am still 'third in the queue' and my total time on the phone so far is 50 minutes.Because I had budgeted for this money going into my account on the 10th of March, I have missed a credit card payment, a mobile phone contract payment, and have gone over my arranged overdraft. 56 minutes, and I've just got to speak to a human...

Date of experience: Mar 16, 2026