A WOMAN in Rhyl has criticised her insurance company for not providing her with her mortgage redemption statement as she looks to move closer to her children.

The woman, who asked not be identified, is now widowed following her husband’s death, and lives on her own in the town.

Now in her 80s, she is visually impaired, which is one of several reasons why she wants to live nearer to her sons.

After taking out a lifetime mortgage with Aviva before her husband’s death, the woman initially contacted the company in August requesting the receipt of her redemption statement.

This is a document provided by a mortgage lender telling you exactly how much you need to pay in order to pay off your mortgage in full.

But despite her best efforts, the woman said she has had no such luck, and is now threatening to abandon the property.

She said: “I’ve contacted them many times since August 4, which was the first time I contacted them, to get a redemption notice, so I can pay it off.

“They loaned us £15,000 – of course, interest gets added on top of that.

“So far, they’ve refused. They said they’ve sent me three letters, which they haven’t, and I’ve been getting phone calls from withheld numbers. They won’t give it to me, and they’re just using delaying tactics to gain more interest.

“I’ve kept notes of when I’ve contacted them, and I’ve sent them three letters asking them to do this for me.

“I’m in the process of just abandoning the property. I’m not bothered about an apology – I just want a redemption notice. I don’t know where I’m going to get my money from.

“I’m blind in one eye, and am going blind in the other. I just want to move nearer to my sons. I need help now; I can’t walk far as well.

“If I die, they (Aviva) have the property anyway, because it’s a lifetime mortgage. I’m not going to let them have it.”

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The woman said she has also sought the help of Citizens Advice in her fight to receive her redemption statement.

In response, Aviva explained the process by which such a statement is released, and the reasons why this has not yet transpired in the Rhyl lady’s case.

An Aviva spokesperson said: “Final redemption statements for equity release products cannot be produced until the date of redemption is known, and the necessary procedural steps have been taken in the lead-up.

“This is because the amount owed on equity release changes daily, in common with other products such as mortgages.

“We can provide statements for a particular day on request, which we have done on each occasion that she has contacted us.

“These have been provided via post, recorded delivery, email and by telling her the amount over the telephone, in agreement with her.

“These show how much is owed on the day they are requested.

“We have also explained to her the necessary steps which must be taken prior to paying off the equity release, in order to meet financial regulations, as prescribed by the Financial Conduct Authority.

“Once these have been completed, we will issue the final redemption statement on the day of her choosing.”