What went wrong was the question this site asked when I hit 1 star and the answer is simple - everything! They are horrific, not chat feature other than a chat bot which cannot answer even the most basic of questions, online banking does not recognise account, no email available for mortgages, the others dept with an email refuse to help or even supply the right email, my mortgage experience was so bad i think it may have even been fraudulent, with legal letter to me stating incorrect information and no refund after they took too much money. Read the reviews, they are bang on! Awful, terrible, living in the past, horrific, poor service, etc etc