Guys I am in the 5th year of my IVA with Cleardebt after it was extended 12 months to 6 years due to job change and income drop. I am finding the final year a struggle to maintain payments even after the 15% reduction the IP has allowed. I have sent Cleardebt a revised income and expenditure and payslips etc, but they insist my income is greater than it actually is. They are using the total gross pay td from my payslip and not the gross for tax td. They say there is nearly £2000 difference, which there is, but this is down to the way my employer calculated ssp etc while I was off ill for over 3 months. I have given Cleardebt my p60 which shows the correct figures but they are taking no notice. To be honest this has been dragging on for months now. Any advise?? and who can I complain to externally? as Cleardebt are clearly acting very "stupidly"
Just to add I have a lot of other points to mention, but does anyone get to the point where the IVA has been going on so long there are too may details to remember?
And why is the standard reply from IP's we will look into it, do they not realise how stressful these things are?
Have you actually spoken to your IP directly about the issues you are complaining about mark1973? I am assuming that this is David Mond, who has always personally involved himself in dispute resolution. May I suggest that in the first instance you put a call into him or send him a direct e-mail about this matter.
Melanie I spoke yesterday to my supervisors manager (I think) and we had a 10 minute conversation. He instantly saw what was going wrong and said he would look into it. I have sent him the required documents (again)so hopefully I can get it resolved. I am really annoyed by the fact I have been battling for weeks with my so called "supervisor" to get this resolved and feel they did not have a clue about the stress this was causing for me and my partner (who is pregnant). The onus kept being put on me, at one point I was told to get my payroll dept. to explain the discrepancy and I am sure they were insinuating I was fiddling the figures or hiding income.
Another point I have asked for this "supervisor" to removed from my case as I have lost any confidence in their ability to manage my case. Which is on the face of it a simple IVA case.
I think IVA staff (not all) need to show a bit more compassion and understanding, it ok for them to go home at night and not worry, people in the IVA's have to worry about all the usual things in life and the IVA. Totally stressful and it appears unnecessary. I will let you know how it progresses.
Good luck ..hope you can get this resolved and your final few months go smoothly. Try and look to the future with the arrival of your baby ... Best wishes x
Sharing from experiences of dealing with debt
There is a solution for everyone .... Just need to stay positive !
Mark 1973 - I have been made aware of your case which is currently being reviewed.
My understanding is that your administrator has advised you that the documentation you have provided is for a previous year and has requested you provide proof for the current year which on the face of it appears to be correct.
The member of my staff you spoke to is one of our most experienced, respected and diligent employees we have, but can only work from the information provided and if the information you have sent in is not current then there is little more that can be done.
From you more recent post I gather that you have now sent in the correct information and this will be dealt with as soon as it arrives and judged upon the information contained within it.
I will of course verify that the information provided to me is correct and arrange for telephone calls to be audited to put your mind at ease and I appreciate that you have found the situation stressful but fail to see how we could have acted differently with the information you provided.
Regards, David Mond, Insolvency Practitioner for over 46 years. Personal Insolvency Practitioner of the year 2012, Personal Insolvency Practitioner of the year finalist 2013 & 2014 awarded by Insolvency & Rescue Magazine and 2015 finalist for Personal Insolvency Firm of the Year.
The documentation sent was what was asked for, if it was documentation for the previous year then why use it? Ask for the current versions, that is what I would do. Either way the payslip for March showed final income for the year so even without current p60 the figures are the same.
Either way I am not having a further public debate about this matter, I personally do not want to deal with the " diligent" employee you mention.
I would also say even without the documentation you mention when my case was looked at by another employee he could see there was issues. Then using his common sense, Asked for more current documents.
Whether you think Cleardebt is totally blameless is irrelevant as I am at the point now where it is being resolved, but take this on board if Cleardebt accept no blame for the situation how did we get to this point?
And as a final point, if the "customer " is always to blame then explain why my last 2 annual reviews have been "messed up" in some way or another.
2011 review I sent my requested documents and evidence the same day I received the requests for them.(wage slips, bank statements etc.). After a few weeks I received my chairman's report which stated I had not cooperated with the supervisor and had not sent the requested wage slips and P60. I called Cleardebt and surprise surprise they had just found them. No apology just a don't worry about the report.
2012 review I sent the documentation again within a couple of days of receiving the request. A few weeks later a letter arrived stating I had not sent the requested information and they now needed them within 14 days or it would be reported to the creditors I had been uncooperative (again). I called Cleardebt and hey surprise again we have your sent documentation, don't worry, again no apology.
So the customer is always wrong I suppose?? or was it the "diligence " of the Cleardebt employee?????
Also when the PPI was being investigated if it was not bad enough having someone in my house at 8:30pm having me sign loads of PPI documents. Explain why all the documents he came with had my partners name etc on them?? even though I repeatedly said prior to the appointment she had nothing to do with the IVA. The representative had to sit and blank out all reference to my partner before I could sign the forms. Cleardebt response oh it does not matter, well my partner was not happy.
Now I hope this gives some reasoning behind my "rants" and I think clearly shows it is not always the customers fault. I would like to see for once Cleardebt take responsibility for errors they have made, and not try to make me look like the only cause of the issues.
Please let David deal with this for you. If a mistake has been made at his firm's end, I can assure you that he will advise you of this straight away and put things right. Things occasionally go wrong in the best of firms, and I am sure that this misunderstanding will soon be resolved to your satisfaction.
I have discussed your case with another member of my staff (late last night) who will be in touch with you direct on the issues you have raised and how we need to move forward with your case.
Please rest assured, we will work hard to resolve this problem for your and ClearDebt’s, satisfaction.
Regards,
David
Regards, David Mond, Insolvency Practitioner for over 46 years. Personal Insolvency Practitioner of the year 2012, Personal Insolvency Practitioner of the year finalist 2013 & 2014 awarded by Insolvency & Rescue Magazine and 2015 finalist for Personal Insolvency Firm of the Year.
Thanks, I did not want to start having a "slanging" match on a public forum about my case, but it does get to the point where the frustrations just comes to a head.
I would like to say since yesterday I have had a very good service from Cleardebt, in particular with the the new "employee" who is looking at my case. He called back when he said he would, keeping me updated and I actually had confidence my case was being looked at and taken seriously.
I am sure I have not been totally blameless in the matter, but I am not the professional, I have not gone through the process 100's of times before. It may just be another case to a handling company but it is OUR lives. When issues arise we constantly worry about them so should be "cut" a bit of slack.
anyway I thought I would respond and I am quite humble enough to say thanks when issues are being dealt with correctly, but I also have the right to vent my anger when things go wrong.
Just as a side line question, the people who look after your case what are they? I have been calling them supervisors. Or is David my supervisor and the day to day running staff case managers?
Can be confusing, when you receive letters they are signed supervisor.
Not a dig at anyone just helps when you are describing someone.
The IP named in your proposal is the Supervisor (with a capital "S"), the people who do the day to day management go by various terms: supervisor 9with a small"s"), case officer, relationship manager (good one!), or handler ... etc.
In some firms it is "whoever picks up the phone"
My opinions are merely that .. opinions based on experience. Always seek professional advice.
IVA Completed 23rd July 2013 .... C.C. 10th January 2014
