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I believe a large portion of the quality of the experience you have with a bank depends on the quality of the individual you're dealing with within the bank (and the quality of your relationship with that person) - not necessarily on the branch or the bank itself.
Sometimes I just sit and think. Other times I just sit.
I find that once you are dealing with an individual of one of these large corporates (banks and beyond, e.g. insurance, telcos) NZ based personell are usually very customer focused and genuinely want to help. When I do speak to an individual I may make my sentiments about the organisation known but try very hard to no be grumpy with them.
It's usually corporate cost-cutting decisions that get me riled , e.g. removal of services that I like to use (because they're not profitable enough I guess), branches closing, call-centre offshoring, understaffed call-centres - i.e. longer hold times.
Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?
A mortgage is a security which registers an interest against an asset; this means the Bank is registered as having a security against that asset in the case of a contractual default. There is really no benefit in discharging the mortgage unless you, the owner of the asset, wish to permit another agency to register their interest instead of the Banks.
In other words, the mortgage is not to be confused with the account structure and arrangements. In my experience the account arrangements persist even if the loan account balance is $0, as long as the mortgage isn’t discharged. This with ANZ and before that Westpac. Be aware though that my circumstances and total banking arrangements will be different to yours, most likely.
Who knows what your Bank might do?
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