DFD (Not getting off to a great start)HELP !

[rachellxx39]

Hi everyone after some advice. Started our ivas with Clearstart, never had any complaints with them . Always brilliant. Our ivas didnt get off to best start in the world ,lots of things went wrong and then we started struggling with payments .Rang Clearstrart, not a problem send in a reviewed i and e. Also wanted some documents from us ,wage slips ,bank account,etc.Sent them back.In the meantime we hear that they are going to do a varation for us to reduce our iva payments and also hear from posts on hear that Clearstart are going over to Dfd.Havent heard anything about all this until today when Dfd have sent letter asking us again for all the documents which we have sent to Clearstart.!!! I rang and said well it would be nice to know that we were coming over to you as we have not been told . Also our ip has changed which we also didnt know about either. We are not very happy at all.Any advice ?

[luluj]

Please remember that the decision for clearstart to now become DFD is not the staff's fault! They are only doing their job!

DFD have been absolutely fine with us and believe me we have had lots of problems through our first year and have needed them to answer our questions, review our payments and support of through it - they have done this throughout, so all the negative you hear about them, to me is unjustified!

[rachellxx39]

Hi LULUJ,I know its not their fault but they want us to send documemts we have already sent to Clearstart over 2 weeks ago . If we had any knowledge that they were going over to DFD we would not have sent it to Clearstart.They could not even tell me who our new ip was because our old was has resigned apparently.All she could say was you have a new one . While i understand that you have had no problems with Dfd that might be the case for other people !We have heard nothing from either group about this change over and they want us to pay our monthly iva , we dont even know where our moneys going no one has told us to set up new standing order yet .

[Moneystinks]

Hi Rachellxx39

I know how frustrated you must feel there is nothing worse than feeling confused and in the dark about things that are close and personal to you.
Hopefully all this will be cleared up soon for you.
General rule of thumb is something like for every bad experience we have with a company or product we complain to ten other people and for every positive experience we tell 2 - something like that anyway - too many training course lol!
Don't feel too bad for being negative at the moment, you may find that in a few months you think the company are the best thing since sliced bread but at the minute they don't appear to be helping you out.

Good luck let us know how you get on. X

[rachellxx39]

Thanks MONEYSTINKS,The main problem is the fact me and hubby have not been told anything about this changeover and our new ip . Which i think is wrong . All the paperwork and documents have been sent to Cleatstart,(that included bank statements wage slips,month of petrol reicepts,dla proof etc . This was needed to have a variation meeting.Now without confirmation that Dfd are acting for us they want the whole stuff again .We are considering giving up and trying some other route. We are really fed up at the moment.Dont know what to do .

[Moneystinks]

I think if in the same situation I too would feel confused, angry and fedup. This process whether already in IVA or trying to set it up is difficult. When you are not being kept informed then it makes the whole thing 100 times worse. It is okay when everything is just bobbing along.

I think Melanie has posted a few times regarding this 'take over'. I understand (but may be wrong) that this whole process (take over) may take a while due to the sheervolume of clients they are transferring over - although this doesn't help you.

Hopefully Melanie or another expert will see your thread and give you some practical advice. Try not to give up just yet, there will be a way to sort this out to your satisfaction I'm sure.

X [:)]

[rachellxx39]

Thanks Moneystinks, We are seriously thinking of going bankrupt. Things have not been right in our iva from the start, with things breaking down etc and we were hoping the varation meeting would have a date by now .THANKS FOR YOUR HELP.X

[Moneystinks]

I will have a look o tomorrow evening to see how you get on keep us updated. If you feel that BR is for you/worth considering then try and speak to Paul Johns. Rachel, please don't rush into to anything though. Make an informed decision.

Try and get some rest. XX

[:X]

[sue_j4]

Hi Rachelxx39,
Following your post i thought i better try and contact Clearstart and then DFD as i too have heard absolutely nothing about this transfer ( apart from on this forum!!) nothing in the post. I'm 1yr into my IVA with Clearstart and awaiting my review. I contacted Clearstart today who gave me a customer care no for DFD. I tried many times to get through and in the end had to leave my no. Finally i spoke to DFD - apparately i should have received 2 letters regarding the transfer. I explained i received nothing. The lady on the phone almost seemed like she didnt believe me! I explained i was also due my review but had received nothing. My information is now being passed to the review team! I'm very concerned same as you Rachel about this lack of care! Its a very important time. I'm also told over the phone i will have a new IP. If it hadnt been for this forum i wouldnt have even known about this transfer. I have been very happy with the service i received from Clearstart. Lets hope like Moneystinks says in a couple months time i will feel the same!

[Moneystinks]

Hopefully this is a major glitch on their part due to the huge amount of work transferring people over. I hope it is so you can both move on happy in the knoledgethat ifyou have a query it will be delt with appropriately.

Good luck both.

XX [:)]

[rachellxx39]

Hi , I phoned DFD today asking about my hubbys variation. They have not received any of our documents ,i said that due to the fact we havent been told about moving over to them, our documents have gone to Clearstart over 3 weeks ago. ALL they could tell me was that they would check my file and get back to me shortly.!!!!! No idea yet who my ip is either .

[Moneystinks]

I wonder how on earth you will find this out???

Sorry that was a helpful line but how do you go about that one???

Hopefully an expert will read this thread and try and help you. I too would feel how you probably do. I'm sorry I'm not any help.

Keep letting us know how you get on though. XX

[Viki.W]

Sorry you're having all these problems Rachellxx39, hope you get this sorted with DFD. X

[rachellxx39]

Thanks for your replies, I dont know either what to do i have rang Dfd and im not getting much luck, somewhere in Nottingham is all my hubbys wage slips , our bank statements and petrol receipts !!!!!. (Clearstart are in Nottingham)What we are most worried about is paying our ivas this month and not knowing where our money is going to beacuse as far as we are concerned our ip hasnt changed yet and our standing order is still set up for him. We havent been sent any letter yet telling us otherwise.What shall we do about that ?Dfd say we have new ip but cant tell us who it is ???

[Moneystinks]

I would just pay it to the original IP. Atthe end of the day you will have prove it has left your account and also whoever takes over your case will get an upto date statement or file showing your payments - they will have access to your 'account'.

I so wish I could be more help I'm frustrated for you!

XX