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Stephen Donnelly: Dial M for mortgage: customers left hanging on the line

IF your bank phoned you up to four times a day, would you feel harassed? Imagine, as your mortgage arrears mounted, that you had maintained contact with your bank, as you're meant to do, but they kept calling. Monday to Friday, from early morning to late evening, and then again on Saturday mornings. If you are a customer of Permanent TSB, this may sound familiar.

Last Monday, a constituent came to my office in Wicklow. Let's call her Joan. As we talked, the scale of the challenge she faced became apparent: her mortgage, her arrears, and how her bank, Permanent TSB, was treating her.


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