Hi all,
I made a post 2 weeks ago asking about GT/PPI/EIC, to date I have not received an any information from GT in reply to my email.
I received my annual creditors report over the weekend, which raised a few questions - so I called them. Spoke to a very nice lady who tried (but failed) to answer my questions.
There is a massive backlog there at the moment (her words not mine) and they are doing overtime to get through it - she confirmed that the average turn around for emails sits at 3 weeks!!!
so, back to the story - it appears that GT have sent out the incorrect information to the creditors, they have sent the previous years income and expenditure!
Also, having waited for 6 weeks for someone to send me a confirmation of my last payment date, the lady said that it was all confused on the system so she would have to look into it and call me back.
I am really sorry for the rant people but I feel like crying. I feel like no-one at GT cares about how the customer feels. This is the company that "forgot" to remove a property restriction so it caused problems when selling my house, this is the company that were trying to contact my mother about PPI claims, even though she was never part of the IVA!!!!!!!!!!!!!!
Anyway, I will sit here and wait for a reply or a call.
I totally empathise with you and can imagine hwo frustrated I would be feeling if this were me. Contacing your Mother about PPI claims despite not being a part of your IVA...whatever next!
Do keep on at them and I sincerely hope this is resolved very soon for you.
IVA final payment left the bank on the 26th January 2013...looking forward to a debt free future.
You do feel that GT have bitten off more than they can really chew with the various acquisitions over the last year or so and that this is partly the problem impacting on customer service
Have you tried speaking to Karol Wilson in their Customer Service Department. She has an excellent track record in resolving complaints from forum posters - definately worth a try.
They do seem to very busy, having recently acquired another large portfolio.
The last time I had a problem (with the house restriction) I did email Karol and someone dis come back to me.
But I have since tried that again with an issue I had with my annual review, and no-one replied so I sorted it myself.
I think I'm just a bit sick of the whole thing. I didn't choose GT, I was transferred from Wilson Phillips. There are times when I speak to someone who makes sense and can help me and then there are times when I get no-where or left on hold for 11min for someone to then hang up!!
I tried to explain to the very nice lady this morning that I just want confirmation it will be over next year and I can have my life back - apparently that's too much to ask for - having been waiting at least 4 weeks for this.
There are times when GT have left me crying, esp with the house problem. I thought they were there to help.
Anyway, I will await an email or a phone call. I have to say though if I operated in business with a turnaround of 3 weeks for correspondence - wouldn't be a business for long!!!
I e-mailed GT with mine & my other half's permission to go ahead with PPI investigation ( we would agree to virtually anything at the mo just to see the back of this nightmare!). In my e-mail I asked them to reply by return just to acknowledge they had received it. Have they done that? Surprise surprise no. It doesn't take much to click reply & to type in an acknowledgement of receipt. Now they'll be getting another phone call from me tomorrow asking for confirmation which will waste more if their time than had they replied. One day they'll have their ship in order, but I'm not holding my breath that it will be before our cases are closed.
Loujess - i had a total and utter nightmare with GT. My advice is just keep ringing and emailing, the more you become a pain in their behinds the more notice they take off you. At times i resorted to ringing every hour on the hour until i could speak to someone who would actually listen. Keep your chin up and dont let the b@stards get you down!
I usually send my payslips in every 3 months, so that they have them in preparation for the annual review in June (with a covering letter explaining this)the last 3 times they have sent me an email or text confirmation saying that they are doing my review and I should hear something in 6 weeks!!! I then tell them that's not what they are for - but they never reply.
The best conversation I ever had with them was re: the restriction on my flat, which I needed to be removed as I was selling- the lady on the phone said I couldn't do that without a redemption statement from the building society, which I explained that I wouldn't have until they remove the restriction!! this went on for 5 mins.
I feel like screaming sometimes - why should I have to inform them of their mistakes????
Sadly it seems that the GT forum presence has dropped off, so perhaps the only route now available to posters is to make formal complaints directly to GT, in accordance with their complaints procedure, and if this does not work then ultimately with the IP's regulators.
Unfortunately GTs complaints procedure starts with having to send an initial complaint to the manager of the department our complaint is with. As all we are allowed to speak to is the customer services dept who then "pass on" our concerns, we never know which dept we should be complaining about! Is it customer services as they're all we speak to, or are they actually doing their part & the complaint lies with a dept who aren't as efficient for want of a better word. They've certainly worded their complaints procedure well!!!!
font size="1" face="Verdana, Arial, Helvetica">quote:<hr height="1" noshade>Originally posted by MelanieGiles
Sadly it seems that the GT forum presence has dropped off, so perhaps the only route now available to posters is to make formal complaints directly to GT, in accordance with their complaints procedure, and if this does not work then ultimately with the IP's regulators.
Hi Mel, Is it that Karol is off the forum due to her work load or has she left GT??
Well, still no call or email (and I know they don't work weekends!!!!)
It's just silly, and I would laugh if my life was not being affected.
I have tried throughout the last 5 years to keep them informed, supply everything they asked for and follow the rules - in return I get nothing apart from non-contact, disregard and people messing up.
I wish I could change companies.
I think the bottom line to me is that if I made as many mistakes as they do, provide terrible cust service or just not reply then I wouldn't have a job and my organisation wouldn't be in business, and no-one at all says I'm sorry or takes responsibility.
