DFD.Why does it take so long to get completion ?

[kallis3]

They usually make sure that you are not expecting a windfall or bonus or overtime payments. Nothing to worry about.

[mattyboy]

Just spoke to DFD today. Very helpful lady in closures explained the whole process to me and why it would take six weeks. She also told me my case had been in the in tray for a week with no work being done on it but she would bump it up to a team leader for review. Might explain why the closures process is taking so long. At least she was honest and didn't fob me off, I think it's a good idea to keep phoning to get the certificate through quicker. DFD obviously have a mountain of work on.

[MelanieGiles]

I guess each firm have their own procedures which are unique to them. At least you have an idea of timescale to work towards now.

[Grumple]

Thanks for the heads up Mattyboy, we have 2 payments left and we agree that the customer sevice has slid the futher though the process we go. It started with us having to chase review docs each year and this year getting through to speak to someone at DFD has been challenging to say the least. We know that there are 2 creditors outstanding and it is worrying my OH immensely. My OH is ill and the anxiety about how long this is all going to take is making things worse for him. Wish they'd just realize that they are messing with peoples lives and hire some more staff for the closures team!

[dizzy.r]

Hi Grumple, sorry that going through this extended waiting period is causing so much anxiety for you and your OH, it isn't fair. Although frustrating, keep chasing DFD for an update.

I have removed the calender from my profile as it showed 'IVA Complete' - which it isn't of course. Now into week 17 since our final standing order payment was made and while trying to remain upbeat I am totally serious in saying that I am expecting our completion certificate to arrive along with the Christmas cards this year.

Declan has been most helpful but I think he must still be out of office as I haven’t heard back from him this time. I will in the meantime keep trying to get an answer via the usual customer channels (sigh!) Am being positive though as I might get lucky!

[mattyboy]

Grumple,

I too was getting really anxious about the whole process. I could hardly sleep after the valuation for the equity release had gone into DFD three months before and I heard nothing. Every time I phoned I just got told the customer solutions team were too busy, etc. But no real answers. I honestly thought I was going to lose my house, something I never before had contemplated. I dont think they realise that long periods of no information can really cause anxiety.

I called yesterday and asked to speak to the closures team. They fully explained the situation and why it was taking so long. Once I knew all the information about what was happening it really did put my mind at rest. The lady also promised to try and get things to move faster.

If it is causing your other half so much anxiety I think you should phone and ask to speak to a team leader in the closures team. If you explain the situation maybe they will get their act together.

Is their anything in particular that is causing your other half to become so concerned? They did answer a lot of questions I had yesterday so maybe I can pass the relevant info to you.

Matty

[Declan at DebtFreeDirect]

Hi All
Firstly, I fully understand how frustrating it can be to have to wait for a completion certificate and in an ideal world they would be issued in the shortest time possible. Unfortunately, this isnt always the case and at times and due to different factors, it can take longer than others to get them issued.

Mattyboy, if you would like to email me with your contact details, I’ll ensure this gets treated as apriority and hopefully get this resolved for you asap.

In terms of customer service, we do always try and achieve the best standard possible, if you feel that this hasn’t been the case, then please let me know and I will happily look into this on your behalf.

Thanks

[dizzy.r]

I am more than appreciative of Declan’s recent help in obtaining answers to my questions about closure, offline, it has made life easier to know where we are, I know this is also the case with many other DFD clients who post on here.

However, it would be great if DFD had a standard process to provide feedback to their clients direct when they get to the important stage of the end of their arrangement. This phase can be as anxiety inducing as the first steps, especially when the need to attempt to raise equity is an issue.

Would it not be possible to notify clients direct (letter/email/phone call) without them having to do all the chasing? E.g. specifying the appropriate time to obtain a valuation, and then when obtained to let clients know within in a reasonable timeframe if they are required to attempt to remortgage or not. Also subsequently to advise of the correct time to stop paying contributions. Clarification of the need to inform Supervisor of any windfalls other monies etc while awaiting completion etc could also be provided, I wouldn't have known about this or many other issues without the forum.

I have put these as examples because these are the issues I spent considerable time sending emails or chasing up on the phone to obtain the relevant information.

[Declan at DebtFreeDirect]

Hi Dizzy
I fully agree and in fact I’m working on a project that should make communicating with our clients more easy and informative.
It will take time but it’s something that I feel is hugely important.

Thanks

[Declan at DebtFreeDirect]

Hi Dizzy
I fully agree and in fact I’m working on a project that should make communicating with our clients more easy and informative.
It will take time but it’s something that I feel is hugely important.

Thanks

[KAYKAY]

For me the worst bit is, after all the hard work, anxiety, struggling and finally getting to the end, whether it be 60 months or 72, the creditors are then still allowed time to submit their final claims, thus delaying the completion of IVA's. Surely 5 or 6 years is long enough. Let's be honest 5 or 6 minutes (ok maybe a little exagerated) was all they needed to get on phone and start threatening people before the IVA's were set up. I think that all claims should be submitted by the 1st anniversary of the IVA. This should then speed up the closure proceedure for everyone.

[mattyboy]

To be fair to DFD when I call the customer service is usually excellent. I do though agree with Kay Kay. Everything was good with them till the end. A little better communication and updates without having to constantly phone and email would be great. That said I think plenty of other providers don't match up to DFD for service so I do still feel happy that I went with them, it's just the slow closures process took them from excellent to just good in my mind.

[KAYKAY]

Please don't get me wrong. I am certainly NOT unhappy about the way DFD have treated me. They have been excellent and are still very polite and informative when I ring them. Declan on here was great when I asked some questions and got me answers rather quickly. It's the Creditors Claims that annoy me.... 6 years we have been paying and they still have not submitted their claims. As stated in my post above

" I think that all claims should be submitted by the 1st anniversary of the IVA."

I guess it's just the rules, but in my opinion they should be changed.

[kazzy]

I guess it's a matter of things being out of DFD's hands on this. I'm about to make my last payment (yay) but I knew from my chairman's report that 3 creditors hadn't submitted claims.
I contacted Declan early this year and asked if they could chase these up as I didn't want to be held up at the end by a small portion of my overall debt. He put me in touch with the right people at DFD and this was done. Although it did take some chasing from DFD for the biggest of the 3, I now only have 2 outstanding, totalling around £300 and DFD have agreed via a variation to hold funds tying those creditors to the amount on my proposal (or at least that's how I read it)
Anyhooo, that means come the 10th August, last payment goes out and I'm done, with hopefully a smooth track to getting my completion cert. I guess that if I hadn't chased the claims up and asked DFD (quite a few times lol) to get these claims finalized, I would probably be in for a long wait?!
Will let u know how long my completion takes!

Creditors do need a kick up the bum tho, seriously silly how much they drag their heels making a claim.

[kallis3]

Great news Kazzy - bet you can't wait!!