Registering KBC mortgage with Mortgage Viewer Issue

RootX · 07-02-2023 12:38pm #1

Hi,

Today we received comms our mortgage was transferred to BOI from KBC. Our mortgage account number is xxxxxxx/x - 7 digits followed by / and 1 digit after that.

Trying to register the mortgage on Mortgage Viewer fails since the mortgage account field only accepts 8 digits max.

Any advice on how to register the mortgage with the Viewer?

Thanks.

07-02-2023 1:03pm

https://www.boards.ie/discussion/2058283243/registering-kbc-mortgage-with-mortgage-viewer-issue

Are you trying to register with your old KBC mortage account number, or the new BOI account number?

I got a letter from BOI confirming my old KBC Account number and giving me my new BOI mortgage account number, which is 7 digits, without a slash.

However, when I tried to register for BOI Mortgage Viewer, it couldn't find the new BOI mortgage account number! 🤦‍♀️

Bank of Ireland Reps · 07-02-2023 1:03pm

https://www.boards.ie/discussion/2058283243/registering-kbc-mortgage-with-mortgage-viewer-issue

Hi there,

Thanks for getting in touch with us here today. We're sorry to hear that you have been experiencing difficulty with this. For further help and assistance please see the link attached. There is a live chat function available to speak with our colleagues who will be more than happy to help with this.

Customer Support - KBC - Bank of Ireland

I hope this helps.

Thanks Jen

RootX · 07-02-2023 1:07pm

Hi Jen,

thanks, tried Live Chat but they couldn't help, asked me to call the mortgage support line or visit a BOI branch...

RootX · 07-02-2023 1:08pm

https://www.boards.ie/discussion/comment/120210919#Comment_120210919

Hi!

Was trying with the KBC account number, haven't received anything in the post yet, only email so far.

Bank of Ireland Reps · 07-02-2023 1:38pm

https://www.boards.ie/discussion/comment/120210936#Comment_120210936

Thanks for getting back to us here, please be assured that our colleagues are available on 016113333 and our colleagues here will be happy to help with this.

Thanks Jen

07-02-2023 1:50pm

https://www.boards.ie/discussion/comment/120210942#Comment_120210942

I got three numbered "communications" by post (They call them communications :)

#1 in October, #2 in November, and #3 in January which had my new BOI mortgage account number, a new direct debit mandate to be filled out and returned by 13 Feb (for March payment) a request to change direct debit date form (if required) even though KBC told me Direct Debits would transfer over automatically.

You should give them a call.

RootX · 07-02-2023 2:20pm

https://www.boards.ie/discussion/comment/120211086#Comment_120211086

Hi Loueze,

thanks, #1 and #2 arrived OK via post, don't seem to have received #3 and today got #4 via email. I'll stop by our local branch here and see if everything is in order and whether they can provide the BOI-issued mortgage account number.

I presume life/house insurance would also need to be updated with that new mortgage account number.

xboxdad · 08-02-2023 11:14am

I did get email #4. No BOI account number in it and the KBC one doesn't work with the mortgage viewer with or without the slash.

This is a generic problem, please give a public answer. We can't all call & visit a branch for an issue that affects 100% of KBC->BOI customers. Nonsense. The account number should be communicated to all of us via email or text or simply accept the KBC one in your online form.

Also, will the life insurance & home insurance update automatically? I expect it will and no communication from KBC or BOI says we need to take any action.

Again, public info needed, this also affects 100% of KBC->BOI customers, it isn't about my specific situation therefore.

Bank of Ireland: Eve · 08-02-2023 4:43pm

Hi there, thanks for your post here on Boards.ie.

It would be best to contact our KBC Transaction Support team directly on 0818 210 290 and my colleagues can discuss this with you further.

The team are available from Monday- Friday, 8am- 8pm and on Saturdays from 10am- 2pm.

Thanks, Eve

RootX · 09-02-2023 12:46pm

https://www.boards.ie/discussion/comment/120216031#Comment_120216031

Hi Eve,

so I called the KBC Transaction Support team and they gave me the BOI mortgage account number which worked on the mortgage viewer app. Unfortunately they were n't aware if a process is in place to amend the mortgage account number with the various insurance providers, can you shed some light please?

Thanks

Epi

Bank of Ireland Reps · 09-02-2023 3:11pm

https://www.boards.ie/discussion/comment/120219450#Comment_120219450

Hi there, thanks for checking back.

Would you mind sending us a private message with the type of insurance providers and type of insurance policies etc?

Many thanks,

Alison.

Bank of Ireland Reps · 10-02-2023 2:01pm

https://www.boards.ie/discussion/comment/120219450#Comment_120219450

Hi there, we have looked into this for you.

With any 3rd party insurance providers, it would be necessary for you to update the details directly with them.

Just to add, if you hold an AXA policy, please see our FAQ's for direction - https://personalbanking.bankofireland.com/kbc/customer-support/mortgages/

Many thanks, Alison

tigger1962 · 14-02-2023 7:59pm

it looks like a mess, we are in the same situation.. got only 3 of the 4 letters, no letter no 3.. also we rang the above no and got no help at all. we were told to try again tomorrow.

Bank of Ireland Reps · 15-02-2023 10:46am

Hi there,

Sorry to hear this.

If you’ve a question about any of our communications you have received, please don’t hesitate to contact Bank of Ireland’s KBC Transition Support team on 0818 210 290, 8am – 8pm Monday – Friday (excluding bank holidays) or +353 1 250 0305 (if calling from outside Ireland). From 4 February to 25 March our support team will be available on Saturdays 10am-2pm.

Our colleagues will be happy to help resolve any issues from there.

Thanks,

Declan

tigger1962 · 16-02-2023 3:34pm

Hi,

we spend every day now on the phone! We've been told that the mortgage will be taken out on 21st but from where? we were told it takes 2 weeks to setup a direct debit and we went out of the way to setup a BOI current account months in advance!.. one of your reps couldnt believe the hassle we were having! At this stage we will be contacting the financial ombudsman over this process as its become bit of a joke! We've never missed a payment and now its looking like down to a mess-up by KBC/BOI we will be.😡

Bank of Ireland Reps · 16-02-2023 5:14pm

https://www.boards.ie/discussion/comment/120248819#Comment_120248819

Hi there, thanks for getting in touch.

Sorry to see this has been your experience.

If you currently had a direct debit in place prior with KBC this will continue on the account for you.

Is the account that debits the mortgage still in use at the moment for the DD to go through for this month's payment?

Many thanks, Alison

xboxdad · 21-02-2023 2:24pm

FYI:

Mortgage Protection does not transfer automatically
New Ireland (our provider) said they want a "Release of assignment" from KBC and a "Notice of assignment" form BOI
The dedicated BOI team never heard of anything like this before, not even their team lead - can't help. They assumed it would be automatic and told me to ask KBC.
The dedicated KBC team never heard of anything like this before either, they flagged it with some other department who hasn't called me back.
I asked both BOI and KBC if I have a broken mortgage protection now. None of them could answer this question.

So it seems we have an issue on a massive scale and these dedicated teams or mortgage protection providers haven't a clue.

I would very much appreciate some pointers on how to resolve this. (dear banking bot, please save me the "contact our dedicated team via this phone number" message - I did that already, see above)

Bank of Ireland Reps · 21-02-2023 3:36pm

Hi Xboxdad,

We have sent you a private message on this if you wish to follow up with us from there.

Thanks,

Declan

silver_sky · 25-02-2023 12:52am

https://www.boards.ie/discussion/comment/120269923#Comment_120269923

Jaysus this is an absolute shitshow. No information given in any of the communications regarding the mortgage protection.

We also didn't get comms 3 and no BOI account number just the old KBC one on everything. I wouldn't mind but have BOI current accounts.

KBC weren't the best at communications sometimes but definitely not this bad. Also the BOI app is shocking.

25-02-2023 1:00am

https://www.boards.ie/discussion/comment/120270406#Comment_120270406

Hi Declan, @Bank of Ireland Reps

If you could also pm me, as I too have mortgage protection policy with New Ireland.

TIA

xboxdad · 25-02-2023 10:08am

https://www.boards.ie/discussion/comment/120285859#Comment_120285859

Short summary so far:

- BOI confirmed I don't have to do anything....but they refused to confirm it in an email or any sort of official communication that I could use with New Ireland

- KBC in the meantime contacted me and also sent me an email repeating that I don't have to do anything and it's automatic

- New Ireland said they can't accept the email as a basis for making the change, but finally agreed to handle the case with the banks directly without me trying to solve it

25-02-2023 1:44pm

Thanks, @xboxdad

This has all become so annoying. We were told everything to do with our mortgages would transfer automatically to BOI, and it seems like nothing has transferred automatically - not even the direct debit!

I'm very uneasy at the thought that there could be issues with the mortgage protection should (god forbid) anything happen. You never know the hour or the day. I didn't consider I needed to do anything with my mortgage protection policy until I read this thread, as I expected all that would be handled between KBC's team and BOI.

What have they actually been doing all this time, if not looking after these details for customers!?

xboxdad · 25-02-2023 2:26pm

https://www.boards.ie/discussion/comment/120286815#Comment_120286815

The mortgage agreement says it's our responsibility to ensure we have valid mortgage protection at all times.

I thought it'd be illegal for banks to transfer mortgages and leave them in an invalid/broken state.

All I was realistically expecting from my mortgage protection provider is to say, sure, it was automatically transferred already as the mortgage couldn't have been transferred without it.

25-02-2023 2:57pm

https://www.boards.ie/discussion/comment/120286918#Comment_120286918

True, but I wonder how many others are in the same boat as us and don't realise they need to contact their insurers?

I wouldn't have realised only for this thread.

Re the legalities - possibly a question for the financial / insurance ombudsman?!?

At least amending the buildings insurance with Allianz was a doddle! All that took was an email!

Daith · 25-02-2023 4:24pm

Yeah it's very annoying. Nothing, or at least I don't remember much was said about moving mortgage protection. I only got my BOI Mortgage Account number today so will see what the mortgage protection company says on Monday.

xboxdad · 25-02-2023 5:39pm

https://www.boards.ie/discussion/comment/120287000#Comment_120287000

You mean we need to handle a change in home insurance as well? I didn't think they have anything to do with the bank/mortgage. Can you elaborate on this please?

xboxdad · 25-02-2023 5:40pm

https://www.boards.ie/discussion/comment/120287382#Comment_120287382

I never got a BOI mortgage account number. They should be sending these out in email / text / post like the rest of their communication.

Daith · 25-02-2023 6:03pm

https://www.boards.ie/discussion/comment/120287733#Comment_120287733

If you got an email with "Communication 4" they don't seem to be doing that. I had to ring them to get that sorted.

25-02-2023 7:06pm

https://www.boards.ie/discussion/comment/120287727#Comment_120287727

Your home buildings insurance policy will usually have the mortgage holding bank noted on it as an "interested party". You have to change this from KBC to Bank of Ireland. I did it through "MyAllianz" and Allianz was very efficient, they got back to me within a few hours to say it was sorted.

https://www.boards.ie/discussion/comment/120287733#Comment_120287733

I got my BOI mortgage account number by letter with "Communication 3" along with a request to complete a new DD mandate and change of date form, even though I had a direct debit set up with KBC (for the 28th) which I assume will carry over. I'll know on Tuesday.

I never got any "Communication 4", either by post or email, which has me concerned now. 😫

Daith · 25-02-2023 7:50pm

If you have your BOI mortgage number you don't have to worry about Communication 4.

Some people didn't get communication 4 letter with their BOI mortgage number, just a Comms 4 by email. They're the ones that need to ring a number but so far the only way they know is on this forums apparently.

xboxdad · 26-02-2023 4:04pm

https://www.boards.ie/discussion/comment/120288172#Comment_120288172

Yeah, I got all the useless comms including the latest. Except the letter that you say had some crucial info in it. I can't tell you how many letters I got with the little brochure that had no actual info. The only one I didn't get is the useful one. Wow

Daith · 26-02-2023 7:56pm

https://www.boards.ie/discussion/comment/120290544#Comment_120290544

From what I can tell, people who were still paying their mortgage via their KBC account number got a Comms 4 letter. I think if you had changed you're direct debit to somewhere else, you just got a Comms 4 email but that didn't include the BOI mortgage number.

Sarn · 26-02-2023 8:23pm

The issue with mortgage protection is that it will be assigned to KBC unless reassigned (we had to sign an assignment of life policy when switching to KBC last time). It will still be in place but if anything went wrong the money would go to the wrong bank. Perhaps there is some other legal mechanism to reassign it on our behalf. There was a line “as beneficial owner(s), assign unto the Lender, its successors and assigns, the policy(ies) of assurance described in the Schedule hereto”, which suggests that it can be moved on?

Another one here with a Comms 4 email and no account number.

xboxdad · 26-02-2023 11:55pm

https://www.boards.ie/discussion/comment/120291571#Comment_120291571

I still pay it from my KBC account.

Daith · 27-02-2023 8:51am

https://www.boards.ie/discussion/comment/120292434#Comment_120292434

Well, that blows that theory out of the water.

I've no idea why BOI decided some people get a Comms 4 by letter with their BOI mortgage account number and some got a a Comms 4 by email with no BOI mortgage number.

walterking · 27-02-2023 9:04am

People getting bothered for no reason.

Just because a call centre person in an insurance company says something, people take it as gospel.

Did that person understand the transfer process and also how mortgage protection works? I doubt it very much.

Your mortgage is still the same. Same terms and conditions. There will be a link internally with your KBC account number. There is no issue whatsoever with mortgage insurance as you have not actually changed mortgage. It's simply a new owner/manager of the mortgage but it's the same mortgage.

Bank of Ireland Reps · 27-02-2023 12:00pm

Hi all,

We have escalated the above queries and we will come back to you once we have an update.

We appreciate your patience and apologise for any inconvenience.

Thanks,

Declan

27-02-2023 12:58pm

https://www.boards.ie/discussion/comment/120288172#Comment_120288172

I just looked back over the "communications" I received.

My Communication 3 letter included my new BOI mortgage number. But on re-reading it also says:

"Your KBC mortgage offer letter says your repayment is to be made by direct debit on the 1st of each month. However KBC have advised us that you often make your monthly repayment on another date [correct - the 28th] and not by direct debit"

But I do have a direct debit set up, from my PTSB Current Account. So I'm totally flummoxed now.

But that explains why they sent me a direct debit mandate form and a "request to change payment date" form. My direct debit from PTSB obviously hasn't been transferred over.

Daith · 27-02-2023 2:46pm

https://www.boards.ie/discussion/comment/120293533#Comment_120293533

Oh. I had switched to paying my KBC mortgage via my PTSB account last year in advance of this. It should have been a straight direct debit transfer to BOI but my mortgage still hasn't been taken. They've definitely made a bit of a mess with this.

Bank of Ireland Reps · 27-02-2023 3:50pm

Hi Loueze/Daith,

If you pay by direct debit

If you made your KBC mortgage repayments by direct debit, you don’t need to take any action, as your direct debit automatically transferred to BOI when your mortgage loan did. If you changed your current account provider, please ensure your direct debit details are updated with BOI.

IMPORTANT INFORMATION: If you pay by direct debit and had an agreement with KBC to repay your mortgage loan(s) on the 8th, 16th or 28th of each month (a repayment date NOT set out in your original mortgage loan offer letter) you still have the option to change your repayment date to a date of your choice.

If you wish to change your repayment date with BOI from March 2023, you must complete and return the Change of Mortgage Loan Repayment Date form to the address below, quoting your new BOI mortgage reference number(s). To get your new BOI mortgage reference number(s), you can contact the Bank of Ireland KBC Transition Support team on 0818 210 290 from the service transfer date.

Return your Change of Mortgage Loan Repayment Date for to the following address:

Mortgage Accounts administration

Bank of Ireland Mortgages

PO Box 13298

Cabinteely

Dublin 18

D18 RP20

Ireland

Please note: It takes 14 working days for us to change your repayment date.

If you don’t pay by direct debit

Please see our FAQ “What if I don’t make my mortgage repayments by direct debit ?” for more detail see here Mortgages FAQ's KBC Customer Support - Bank of Ireland. Please contact the Bank of Ireland KBC Transition Support team on 0818 210 290 for further support.

Due to a technical issue, some Direct Debits for the February mortgage repayment were not debited from accounts.

We will debit this repayment in the coming days. We’re very sorry for any inconvenience this may cause you. Rest assured you will not owe any additional interest or charges due to this error. If you need any further advice on this, our Mortgage team can be contacted on 016113333 between 9am to 5pm Monday to Friday.

Thanks,

Declan

27-02-2023 5:34pm

Hi Declan,

Thanks for the message, technically, it says I shouldn't have had to do anything?

But I did get a DD mandate posted out, and a change of date form. I returned those forms in early February for setup for the March payment, but don't know why I received them when I had a dd in place.

Anyway, we'll see tomorrow if my dd comes out of my PTSB account or not!

Aph2016 · 27-02-2023 9:30pm

I haven't received anything from BOI. Mortgage always goes out on the first, reading the above I don't have to do anything. KBC current account is still active and that's the account we pay our mortgage from.

I can see why Irish banks and their apps will be left in the dust with all this messing.

28-02-2023 2:22am

Okay, well I just checked my PTSB current Account.

My mortgage payment was deducted, but not by BOI.

It was deducted by KBC. With my old KBC mortgage account number as the reference.

Great. I will have to ring BOI in the morning, as I presume this payment won't go to them.

🤦 🤬

Aph2016 · 28-02-2023 8:06am

https://www.boards.ie/discussion/comment/120296345#Comment_120296345

If that happens for me I'm considering it paid.

G_R · 28-02-2023 8:52am

https://www.boards.ie/discussion/comment/120296345#Comment_120296345

Any chance you have a standing order set up instead of a direct debit?

28-02-2023 11:11am

https://www.boards.ie/discussion/comment/120296495#Comment_120296495

Nope, definitely a direct debit.

28-02-2023 11:40am

So update on the above:

I called the BOI/KBC Transition Support Team and was advised that even though the payment was taken by KBC it will be credited / transferred over to BOI (though I will be checking on Mortgage Viewer to make sure this happens.)

I also have to make sure that I cancel the KBC dd before next month's payment is due to be taken. (Just did that, through my PTSB banking app).

FYI - if you want to call the BOI/KBC Transition Support Line without incurring call charges, instead of calling the O818 number, call 01-2500305. It puts you through to the same place.

Bank of Ireland Reps · 28-02-2023 11:57am

https://www.boards.ie/discussion/comment/120296943#Comment_120296943

Hi,

Happy to see you have received the assistance needed.

Appreciate the time taken to update here,

Alison

xboxdad · 01-03-2023 10:02am

Update:

I just received the Comms #4 Letter, 3 weeks after the useless Comms #4 email.

So now I know my BOI mortgage ref number. Woohooo :)

Daith · 01-03-2023 11:34am

https://www.boards.ie/discussion/comment/120300427#Comment_120300427

Yeah got that too. It would have helped if people just said letters were going to be sent out and not the whole Comms 4 by email or by letter type deal. I know personally I just like to be sure of everything, but at least it's mostly done.

Registering KBC mortgage with Mortgage Viewer Issue

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