Sorry Gill - but this is what I have found the company to be like! You get different answers all the time & do not know where you are with them. Some are lovely to deal with & helpful but sometimes I don't think they know what they are on about - as I get different answer every time I ring them up.
I have NEVER spoken to the IP & I wonder if the actual IP is actually there?!?!? We have had changes in wages & bills & I have had a "over the phone" I&E review two months ago & nothing has come back to me yet (by post or phone). I have no idea if we are ok or not. Sorry this is not of any help to you - but I was looking to see if others had problems with the same company - or are to scared to speak up.
Final IVA payment made in April 2013, never ever thought we could do it or get through it but we did! X
An IVA.co.uk Mentor is someone sharing from their experiences of dealing with debt
Being laughed at when you ask to speak to your IP is not professional, and I would have thought that the IP concerned would be very unhappy to have this fact recounted back to them. IPs must take ultimate responsibility for their portfolios, and that includes dealing with their clients where it is required.
Hopefully Blair Endersby may be able to help with your complaint, as they do have a representative who posts on the forum where we have seen many communication issues like this resolved quite amicably.
it is very scary that these people are in control of your lives for the next 5 or so years, yet they will never speak to you, and the poeple that do on their behalf give you conflicting advise and you really do not have a clue. Is there an ombusman or someone you can express your concerns too?
Gill because I cant identify you I can only talk in general terms. On the letter we sent to you regarding the £349 there will also be a statement that says something like "if the figure shown above is negative you may be earning less than the figure expected in your proposal and we encourage you to ensure you are in a position to maintain payments, please contact us to discuss your circumstances if you have any concerns" Therefore the advisor you spoke to will be correct, if there is a minus sign in front of the figure. As one of the largest IVA providers in the country we are constantly developing and improving our systems, processes and staff - I am sorry if that sometimes means we appear to be inconsistent. Another example of our commitment to delivering the highest level of service is that we have just had an additional IP join the company who has been dedicated to our change in circumstance and annual review team. I can assure you the IPs do review your comments - emails to the address below go directly to them.
I have not addressed some of your other points because I would rather do that directly with you. However I can assure you that I agree that to be laughed at in the way you describe is totally unacceptable and if the details of an incident like that came to light it would be dealt with promptly
I emailed Blair Endersby this morning and had a call this afternoon, where a nice lady answered all my questions and also gave me a point of contact, so that if I ever had any further queries, I could speak to the same person. So thank you very much for your good customer service !
It is good that this firm recognise that there may be some faults in their system, which all IPs have in fairness probably, and very publicly recognise this on a public forum.
