Morning all,
My wife and I have a Help to Buy ISA with Barclays. We have now found somewhere to live, had our offer accepted and are now ready to exchange. Our exchange date was meant to be Friday just gone and our completion date is this Friday.
The Government Help to Buy ISA advise site says:
How long after I close my account do I have before I need to claim my bonus?
You need to claim your bonus within 12 months of closing your account and before the completion of your home purchase. You should not close your Help to Buy: ISA unless you are confident that you are about to buy a home.
https://www.helptobuy.gov.uk/help-to-buy-isa/faq/
As a result, we did not look to close the account until we had confirmation we were ready to exchange which only came the week before our scheduled exchange date.
We also gave 4 weeks notice on our rental as, like above, we were at the point of exchange and wanted to minimise the time we were paying for two properties.
The issue we are having, is we cannot claim our HTP Gov bonus without a closing statement. Barclays say they cannot print it in branch as they do not have a printer, a branch stamp and it wouldnât have out address on so would not be accepted. The only method they say we can get the closing statement is via post.
The account was closed on Friday 1st March, and we were told this would take 5 working days to arrive. By Friday 8th we still had not received it. We called Barclays and they have now said they will send another but I do not hold out much hope.
Has anyone else found this to be the case and how did you get around it? Is there anything we can do/say to make Barclays jump into life and action something more instant for us than snail mail?
Iâm baffled that this is the ONLY way you can get your closing statement. My worry is that if it takes much longer, we will need to vacate our rental (which already has another tenant lined up) and end up homeless with all of our belongings.
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Update: 12/03/2019
So last night I reached the end of my tether and decided it was time to raise a complaint with Barclays. I called them and asked them once more for the statrement, to which I was told yet again they could only post a new one.
I asked to speak to the complaints team and was swiftly put through. I spent 10mins explaining the whole series of events up until this point to whcih the complaints handler swiftly replies
âWhat is your email address? I can send this to you electronicallyâ.
A few minutes later the starement arrived and was sent onto the solicitor.
We were also given compensation for the stress and time this has taken to resolve.
Personally, I feel the complaints handler was amazing. She was calm and friendly and really understood our issues and worked as hard as she could to resolve it as quick as she could. Sadly, we had to get to this point for a solution, which is why I am certain I will never bank with Barclays again.
Long live Monzo! :mondo: