on 27-10-2017 01:39 PM
I was provided with paperwork to discharge our house mortgage from Bank West, however the paperwork did not contain the "Application Number - as provided by BankWest". This information is required in two places on the "Mortgagor Identity Verification Form" and on the back of the return replied paid envelope to BankWest.
I contacted you, unfortunately it appears I was provided with the incorrect application number. I found this out when I phoned the following day regarding a footnote in the instructions.
I now had another issue as I had by now recorded the incorrect Application Number on the Mortgagor Identity Verification Form. I asked if the current "Mortgagor Identity Verification Form" was available as a download, but was advised it was not. The printed guidance note leading to my final question then indicated only one form would be required.
I am now advised that two Mortgagor Identity Verification Forms will be required and the current download form is available. I rechecked the Application Number and that appears to be correct. It is disappointing that the paperwork was incomplete and the guidance instructions a little confusing at an important point. when forwarded to me. I do thank the last operator I spoke with for his assistance, as I await an email from the back office regarding this matter..
However it is frustrating to have to make three calls and wait on the phone for what I am sure are simple questions for people who work in the area of mortgage discharge.
Perhaps a helpline could be setup to assist punters like myself to receive accurate and timely advice first time around.
on 27-10-2017 04:44 PM