Can my mortgage company insist on talking to me?

[Athenajm80]

Hi, I've stupidly got myself in debt with my mortgage company. StepChange have worked with me to create a DMP to pay off the arrears. That has been sent to the mortgage company and repayments have begun.

The mortgage company are insisting they talk to me to complete an income and expenditure despite this having been sent to them by Stepchange. I have written to them asking if all correspondence can be either by email or letter, partly because I find it difficult to make calls and discuss my financial mess, but also as my memory is terrible at times and I prefer to have it all written down so I know what is happening. They have said I can get someone else to speak on my behalf, but are still insisting on phone contact. I can't tell anyone in real life how much I have messed up, I can't deal with the judgement, disappointment, and embarrassment. I have no excuses apart from my fucking shit mental health for which I have just had my medication increased yet again.

Obviously if they can insist on it, then I'm going to have to woman up somehow and call them, but are they able to do this or am I allowed to refuse and stick to written correspondence?

Thanks for your help, even writing this, despite you not knowing me, has been really hard as I am so ashamed of the position I'm in.

It is not unreasonable for your mortgage company to want to talk to you. You entered into a contract with them and are now not able to keep to your side of the contract.

They will be very used to this situation and may be able to help you. Please phone them on Monday, you will feel better once you have made the call,

OP it's better for you to want to speak to them.. let them help you., you are likely not alone in finding yourself in this situation.,

Try writing everything down before making the call...

Let them help you get back on track 🌸

As @Alpinechalet says.. you will feel so much better having spoken to them 🌸

Hiya,

I'm a debt advisor. The mortgage company should approach Step Change once they are aware they are representing you, is there any chance they are waiting for a response/correspondence from SC and have approached you as they haven't heard anything?

If not, then I'd seriously advise asking your advisor at SC if they can help you set up a 3-way call with your mortgage provider (you, SC, mortgage co.). You can sit on the background of the call and are there if need be, but your advisor should do the majority of the talking and run through your I&E with them.

Its sounds like you've been proactive and are trying to get back on your feet, well done!

@Athenajm80 hang in there, you'll be ok. I think the advice to ask StepChange to help you with the call or even to contact the company in your behalf is great. Whatever you do, just don't ignore it.

Thanks everyone for taking the time to reply. Sounds like I better get my courage together and make the call. It's my own fault so maybe this is my punishment 🤨🙂

@debtadviceflowerofscotland gave good advice, call step change and ask your advisor to set up the call. You have basically given them the third party authority to speak in your behalf so the mortgage company should be happy with them speaking on your behalf with you listening and able to contribute if necessary.

You are not obliged to talk to them if you’ve set up an arrangement for someone rise to do this on your behalf. The FCA have rules on this, Google MCOB 13.3.2A and look under point (2) for confirmation.

If you think you meet the definition of a vulnerable consumer, you might want to make sure the mortgage company are aware of this as there are extra safeguards in place to make sure you’re treated fairly. Good luck