Engage Credit Reviews 353

I left a poor review previously for engage credit. Their system was down and it was difficult to get through on the phone. I needed to access mortgage statements. However since this I received a lovely phone call from Raz in their complaints department. He arranged to send my mortgage statements by special delivery. I received these as advised and he followed up with a call to check on this with me. He gave me his name to be able to speak with him anytime I needed further assistance. I just want to give Raz recognition as he is a credit to the company. I can see they are trying to build customer confidence. So if anyone feels unsure about dealing with them I would say give them a chance.

Avoid this company like the plague, they are the worst company I have ever dealt with. My original mortgage company sold my mortgage to this immoral company and in a matter of a few months have put my monthly payments up by not far short of £200. I have emailed thEm several times now and did manage to speak with them once and was told there is nothing they can do to help me reduce the interest rate and give Me a better deal as they are a loan company and not a mortgage company.
A totally immoral, insensitive and disgusting company

Have been trying now for nearly a month to get a settlement fee from them message twice on their portal which is a total waste of time and as from getting through on the phone that’s a joke,I’m sure if I owed them money they would be in touch quickness.due in a few days to pay next months mortgage so very clever of them another months interest utter joke and farce of a company

Totally awful company!! I requested to get my interest rate put down due to not being able to afford the current increases and although they can clearly see I cannot afford the payments they still will not reduce it! The advisers are vile and totally patronising. I cannot wait for the term to end so i can get away from them, worst company ever!!

I have an interest only mortgage with this company which was due on 1st January 2023.
I have spent the best part of 2022 trying to speak to them, I've rung (spent hours on hold), I've emailed (no reply) I've written and yes you're right no reply.
When I did get a response it was from a low level employee (working from home on a Saturday) they listened and agreed that I could put the house on the market which I have but I was warned it could take up to 20wks.

In Jan 23 I had a letter giving clear instructions the legal proceedings will be taken in February. I've got social services and housing associations looking for suitable accommodation for myself and my mother (she's 94, severely disabled and has dementia) are looking at being evicted with no chance of getting suitable home to live in in their time frame.

Avoid this company at your peril, I only gave 1 star as you can't give zero.

waited 1.5 hrs on phone, no answer from engage. tried message on secure portal, again no response after 14 days. All I want to do is settle the mortgage. I can understand why engage delay settlement of a mortgage and collect more interest payments, but surely some people may consider it sharp practice.

I'm updating this review as I got contacted by someone after such a long wait. My advice don't hang up. At some point someone will answer. They are obvious aware of their service and working on it. Good luck, I wish they could have offered me the service I needed (remortgage) but they don't. The stars reflect the attitude that the person who called me had.

We have been trying to get hold of this company for days. On hold for hours and then cut off!!!! What a joke of a company!! We are purchasing a new property and need to speak to someone urgently about our mortgage, or we will end up losing the house!!! What a joke

My dad died in Feb 2022, engage credit keep adding interest (which they aren’t meant to do until probate has gone through); and also won’t send me any documentation regarding statements. But they keep sending me letters about how the mortgage needs to be paid or transferred into my name. Every time I call they tell me they are unable to give me any information as my dad isn’t registered as dead on their system (me and my mum have both sent in his death certificate). So maybe they need some of his ashes in the post to prove it, I’m really not too sure. Just almost a year on I’m completely over it.

Awful company to get hold off.. Mortgage term is ending we have told Engage Credit over 5 times in writing, over the phone and by completing the forms they have sent us how we intend to pay off our balance. Today we received a letter telling us if we do not inform them how we will pay our balance they will send a field agent out at a cost of £120 to us. Been on hold for 1 hr and 30 mins and no one is answering.

Shocking customer service, this company needs to be brought to account.

Still no response from Engage Credit. Still waiting to pay off my account balance. They are useless. Zero customer service

Always an incredibly long wait to speak to anyone, usually AT LEAST AN HOUR, and that's even before you can talk to a 'human'. You cannot contact them any other way than by telephone. I have serious throat issues, which makes talking incredibly painful, and very difficult, but I needed to contact them about a serious issue they had caused me.

My last call to them (again I had to wait well over an hour before I got to speak to anyone), cost me £6.82. No wonder they keep you waiting so long.

I was supposed to be sent statements months ago, because they had not been sending me any for some time. Guess what? I'm STILL waiting. Not holding my breath.

If you ask them how exactly, they calculated your massive price increase, they cannot tell you. Nothing.

There IS a so-called "complaints" email, but don't waste your time, they never respond.

If I could leave a minus rating, I would give them the maximum minus rating.

Absolutely disgusting service. They should be ashamed of themselves.

11th January 2023 - REPLY: To the response from Engage Credit:

Really? Despite my stating that it is incredibly painful, and very difficult for me to talk, you want me to waste yet another hour plus of my time telephoning you?!

I, and many others complaining about you, have to wait a MINIMUM of an hour before even being connected to an 'Advisor.'

Sometimes, one can wait a long time, only for the calls to be mysteriously disconnected, before one even gets to an advisor. But of course, we still get charged for that call, which is not inexpensive.

Even when one does eventually get an advisor, the excessive amount of times the call is put on hold, so that the advisor can "Ummmm, just need to ask someone else about that" is incredibly frustrating and very unprofessional.

And again, each time, the client is being charged for that call, while they are on hold all those times. I could understand being put on hold a few times, but when it is excessive, it makes the client feel that the person with whom they are speaking does not know, or understand their job. And that reflects very badly on you as the employer.

These issues also greatly exacerbate the anger the customer feels.

You also want me to use the same phone number, and AGAIN spend in excess of £6? Is that a joke? Because I don't find it at all funny. Not at all.

This is absolutely disgusting serice!!
Ive been trying to accquire my redemption figure for a couple of months now to move my mortgage.
Ive been on the phone for hours, ive sent emails.
Spoke to someone once and have had some reply from a couple of emails but that has let to nothing, no action whatsoever!!
My remortgage offer runs out in march and reading all the comments, that are 99% negative. Im worried that i wont be able to get out of this nightmare!

If 0 out of 5 was an option, that would be their score. I have never known such a terrible mortgage company as Engage Credit! My review is the same as everyone’s on here; been on hold for nearly 2 hours without anyone answering every time I have phoned since early November 2022, they don’t respond to letters via post, they don’t respond to online portal messages but they still send automated ‘missed payment’ letters out through the post. The last one they forward dated the letter to Christmas Day! That says it all!

I have now missed two payments on my mortgage because they will not answer my phone, messages etc. They just won’t correspond in any way at all! They haven’t got a clue about legislation and that it’s enforceable by law.

I have now opened a file with the Financial Ombudsman. I would encourage anyone with the same issues to do the same. This mortgage provider is a cowboy. They’re not fit for purpose, cause unnecessary financial stress, hardship, cause relationships to deteriorate, cause greater mental health issues relating to the stress it is having.

Engage Credit, you should be absolutely ashamed of yourselves for how truly poor your customer service and incompetence is!

I cannot get through and have been trying for days, I would like to pay my mortgage and if I cant get through I cannot pay...Respond now so I can pay my mortgage.

I have been on the phone on hold this morning to pay my mortgage, I can't log in to the portal although my wife was told that we could on the last contact. the message says 10-20 minutes wait due to high phone calls, I have waited over 2 hours now. surely someone is accountable for this poor service.

Absolutely shocking organisation to deal with. After experiencing financial difficulties I spent nearly 3 weeks trying to get through to them sometimes spending HOURS on hold. I even tried their option to have someone call me back....no one ever did. As I was nearing the end of my witts I sent an email via the customer portal and guess what......no one bothered to respond! I have been trying to speak to someone since the 12th of December and have not managed to get through to a single person! When you think of how many mortgages this company have acquired over the last few years it's absolutely disgusting that they clearly don't have enough staff to deal with these accounts! I have had to make a reduced payment this month.......without speaking to them so I am now panicking! And to be honest based on what I've read about people's experiences I doubt they'll be interested in helping any way! Due to the interest rate hike my payments have gone up again from next month I just don't know what I am going to do!

Update: so I saw that Engage credit had responded to my complaint giving me the same number I tried numerous times to get through on! I thought, ok let me give this a try.......Friday I spent 1hr and 35 minutes trying to get through........not open on the weekend obviously so had to wait until Monday........1hr and 17 minutes trying to get through and today.....driving home.......same repetitive hold music.......1hr and 31 minutes! I work full time so I do not have hours and hours availble to sit listening to hold music....and they shut at 5! This is an absolute joke! Maybe.....and just a thought here......open your offices on a Saturday so you can at least reply to the doubtless THOUSANDS of emails people have sent (like mine from the 19th of December and still no reply!) so at least if no one can get through you have made some kind of contact! I'm going to speak to the Financial Ombudsman now as I feel this is my only option! Fully expect another increase in the next few weeks and NEED TO SPEAK TO SOMEONE! How can you say you are there to help when you NEVER ANSWER THE F**KING PHONE! Absolutely raging you are an absolute disgrace Engage Credit!

engage credit failing to reply to customer formal complaints they have had a few complaints going back to july 2022 and still no reply taken to the ombudsman they will not send over my credit file to the ombudsman so it can be resolved

Today we received a final response to complaint raised on 30th September, 3 months to advise they sent letter on 16th of September, Therefore do not uphold the complaint! Royal Mail was working fine at this time 12 days to deliver a letter is not the norm.
The letter arrived on the 28th September as well they know having only posted them a day or 2 before with the advise the mortgage payment had been increased by over £200 and was due in the September 30th payment. 2 Days notice is not acceptable! It is not TCF and will pursue through FOS .

Waste of time calling them how the goverment could sell morgages to them is wrong after northern rock went down