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Mortgage Arrears.
1 Posts
13/01/2021 - 12:20 pm

Hello, I hope you can help, I was given a payment break due to loosing my job due to the current situation, I was due to pay my first monthly payment in November, however I was still currently out of work but had been promised a new job but had not officially started.
The lady at Acenden had gone through an income and expenditure with myself, and had raised some concerns with regards payments starting in December, however stated if there were any issues with this to contact them, I went online to my account and could see the next payment was due on 1st of jan 2021, however decided to phone and double check this was the case the lady I spoke with informed me, that I was correct I asked her again if she was sure she said she would send me a copy of the letter which agreed the term of the repayment plan, however was unable to open this last night.
Today I contacted them again, and a customer service lady stated that a payment plan was arranged to start on the 1st of December however she could not see any reason why it could not start in JAN 2021. I got put through to the arrears department the person said that they could start this in Jan, however as she run through the plan she mentioned default when I questioned her on this she said it may happen as a payment should have been made in Nov- Dec, I explained everything to her that I have stated above.. I Also explained years ago when I found myself in financial difficulties I was in a plan to pay back and it always just stated on my credit file arrangement to pay and how many months which I was in arrears, she went away for advice and when she came back on she said I was right this would be the case and she would post me a letter to state we have entered into arrangement to pay. I have not been able to think of anything else other than this today, I tried to contact shelter and national debt line but could not get through. I would usually take on board that what they say is true but due to the fact that the lady yesterday stated my first payment was in jan and not to worry. then today I was told something different. Apologies if this sound a little confusing, but any advice would be greatly appreciated. many thanks in advance for your time.

161 Posts
13/01/2021 - 12:20 pm


I feel for you going through this during the most difficult of times, but unfortunately Acenden are going to be the only ones who can confirm the arrangement and payment dates.

Unfortunately if you enter into an Arrangement to pay then inevitably it will be recorded as such. With regards to the payments, I would make a further call to Acenden to clarify this but much is likely to depend upon when you do start your new promised job role.

All the best

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