Ezgi Celik

Mar 1, 2025

I would give zero stars if that were an…

I would give zero stars if that were an option. I used Enact for my remortgage, and the experience was extremely disappointing. I provided my current mortgage end date a month in advance, as requested. Over the phone, I was assured that my remortgage would be completed by February 3, 2025. On February 1, I reached out to follow up, as I had not received any updates. I was told that my case handler would contact me on Monday after an internal escalation. However, from February 3 to February 6, I called twice a day and was consistently told that my case handler was unavailable. Despite multiple promises of a callback and several emails sent to team leaders, my calls were ignored. I finally received a call on February 7—only to be informed that my completion date was set for February 11. As a result of this delay and lack of communication, my current lender charged me a higher interest rate. I raised a complaint with customer service, but after two weeks, I have yet to receive a response. This experience has been frustrating and unprofessional. I would not recommend Enact to anyone seeking a smooth and reliable remortgaging process.