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Issue with Discharge Home Loan Mortgage

Posted by philwil philwil
Message 1 of 2 1,683 Views

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.  


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Re: Issue with Discharge Home Loan Mortgage

Posted by LyndsC LyndsC
Message 2 of 2 1,682 Views

I'm sorry to hear of your experience @philwil, can I ask what number it is that you called us on? I'd like to ensure your feedback is passed on.

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