Trigold under fire over income error

Ramesh Sharma

February 4, 2006

Mortgage Introducer was contacted by a frustrated broker who said an error message kept coming up on the Trigold screen when he entered an income of between £20,000 to £30,000 to source the best deal for his client.

Robert O’Grady, director of Mortgage Resolution Specialists, said when he contacted Trigold about the problem he was informed he should either leave the income blank or put in a higher income in order for the system to source the products.

He said: “I was told the problem would not be sorted out until mid-February. It’s very frustrating that no one seems to care. For a system that has such market dominance, to say the error won’t be rectified until the middle of the month is not good enough.”

But Bill Safran, CEO of Trigold, explained: “We need the customer’s files to rectify the situation. When we have the files we can analyse the issue and resolve it for him. We need to reproduce the files in order to get to the bottom of this case and see what is causing the error. At the moment, we have not been given enough information.We attempted to resolve the problem when the broker called us. We will be happy to rectify the problem, which could be one of a thousand things. But no other users of the system have contacted us saying they have experienced the same problem.”

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