– It has been a horrible process. We risked ending up on the streets without a house and without a loan.
That’s what Elisabeth Ravn says, who lives with her partner in Birkenes municipality in Agder.
They believe they were treated badly when they did not get the fixed interest they were promised at the local bank.
The home in Birkenes that the couple chose to sell after a promise of continued loans from the bank.
Photo: Erik Wiig Andersen / NRK
The bank has now apologized for the communication with the couple. They have also offered to extend the loan.
NRK has seen the correspondence with the bank.
But the couple believes this is not enough.
– The bank has not admitted wrongdoing, just poor communication. And the offer they have given us is not good enough, says Elisabeth Ravn.
Sparebanken Sør informs NRK that they generally process all loan cases in accordance with current laws and regulations.
– Was put on the street
In the spring of last year, the couple contacted their customer manager to request an extension of a fixed-rate loan they already had. The loan was favorable, with 4 percent interest.
The background was that they wanted to sell the home in Birkenes and move to another location.
Elisabeth and Richart Ravn believe they have been put in a difficult situation after the bank refused them a loan.
Photo: Erik Wiig Andersen / NRK
– It was important for us to know that the loan was in order before we started the house hunt. The favorable loan we had was the prerequisite for us being able to sell.
Elisabeth Ravn goes on to say that the case manager gave the thumbs up so that they could keep the loan.
The couple put the house up for sale, but it took a long time before the right buyer appeared.
But when the couple had sold the house, the bank had changed its mind.
– The bank still did not want to continue the loan. Nor would they give us an ordinary loan. We were practically put on the streets, she says.
NRK has been given access to parts of the correspondence between the couple and the bank.
According to what NRK knows, the reason for the refusal was that the deadline for the loan had expired.
The couple themselves believe they received several confirmations that the offer still stood.
Will not comment
Despite the fact that the couple has come forward with the case and exempted the bank from confidentiality, Sparebanken Sør will not be interviewed about the case.
Executive director for marketing and communications Eva Kvelland at Sparebanken Sør will not be interviewed in the matter. But generally says that the bank has followed internal and external rules.
Photo: Hans Erik Weiby / NRK
Executive director for marketing and communications, Eva Kvelland, writes this in an email:
– On a general basis, I can say that all loan cases are processed in accordance with the bank’s credit documents and the Financial Agreements Act. We always strive for efficient treatment and good communication with customers, but are constantly working to improve. »
NRK knows that there has been disagreement about the matter internally at the bank.
Sold inventory
Elisabeth and Richart Ravn are on disability benefits, but have had their own home and a tidy economy.
When they didn’t get the interest rate they were envisioned, the expenses became double what they had, and the couple decided that they would have to rent a home.
– We started by selling off fixtures and assets at a bargain sale in order to afford to rent. It became a desperate situation. I have cried a lot, says Elisabeth.
– It has been very difficult. We have struggled with night sleep and appetite, says Richart Ravn.
– Treated us badly
One month after Elisabeth sent a complaint to the bank, the answer came:
The bank would now also agree to extend the fixed-rate loan.
Although they have now received partial approval and regret, they do not let go of the jubilation:
– It comes far too late. We have missed relevant homes that were for sale. We have also lost money by selling our inventory cheaply, she says.
Elisabeth Ravn wants to appeal the case to the Financial Complaints Board.
Photo: Erik Wiig Andersen / NRK
The loan amount the bank now offers is also lower than the original amount.
In the meantime, the couple have bought another home, and obtained a loan from another bank.
They will still appeal the case to the Financial Appeals Board.
– The bank has treated us badly, and we have lost financially because of this. So the case should be taken to the Financial Complaints Board, says Elisabeth Ravn.
– May trigger financial liability
Fredrik Färber is adivisional director for consumer policy and communication in the Consumer Council.
On a general basis, he encourages customers to make strict demands on the kind of advice the bank gives.
– In the event of objectionable behavior on the part of the bank, this may lead to financial liability. In the first instance, the consumer must complain to the bank or financial institution concerned, and preferably in writing, he advises.
If a customer believes that the bank has not followed through on its obligations under an agreement, they can bring the case forward for the Financial Complaints Board, Bank department.
