Payplan

[jc4]

Hi, a few weeks ago I asked about the 50% of additional income on my husband's IVA and Melanie replied that Payplan were wrong in the way they were working out my husband's pay. I wrote a lengthy letter to Payplan explaining the situation and also sent an up to date I&E, along with copies of my husband's payslips for the last three months. They have worked out the three months January to March correctly, but have completely ignored my request that they recalculate the figures for the previous six months which was from July last year when our IVA started. What on earth do we have to do to get through to these people? When we phone them I find them rather ill-mannered, most of the time they talk over the top of me so I can't get through to them what I want to say. I feel that if I rang and asked to speak to our IP that I would be fobbed off that he is not available. We once asked if we could make an appointment with them so that we could have everything sorted out, but they said they didn't do appointments and preferred to deal with people by telephone. Is there some independent person or body we could go to to try to sort this out? Payplan told us that we were allowed £45 per week per person for shopping but when we first started the IVA we had it at £40. I asked in my letter that they deduct this from the amount they claim my husband owes as "additional income" but they have also ignored this aswell.

Also, the way my husband works is a follows: Monday, Tuesday off Wednesday and Thursday then at work Friday, Saturday and Sunday. The next week he is off Monday and Tuesday, at work Wednesday and Thursday then off Friday, Saturday and Sunday and so it goes throughout the year. This means that there are some bank holidays when he has to be at work and hence gets paid the holiday rate, which is more than the pay for a normal day, but if he just stayed off he would not get paid. Can they claim 50% of this, even though it is his normal day and he can't avoid getting paid extra. Surely the 50% of additional income should only be from overtime?

We are left with £5 spare at the end of the month and with ever increasing prices, this will soon disappear. But, Payplan just don't care. Sorry to have gone on for so long but nothing is right.

[Viki.W]

So sorry you are having all this hassle. Have you emailed your IP directly? I'm sure one of the experts will see your post and might have some advice for you. Viki X

[Adam Davies]

Hi
Have you tried writing directly to your IP with your concerns ? The trouble with phoning is that you never seem to get past the front line staff who are sometimes ill informed and poorly trained
Regards

[jc4]

Hi, thanks for the replies. I have looked on all correspondence we have from Payplan and there is no email address for our IP, only for the Case Officer, which I might point out, has been three different people up to now. If we write to him there is a chance that he will never receive the letter due to the "we know best" staff they employ. We don't know what to do.

[jc4]

I tried to find my IPs email address but the only J N Harrison it came up with isin Grantham, where Payplan is based, but a completely different postal address to Payplan. Will this be the same person?

Does anyone have the answer to whether or not extra payment for working a bank holiday can be classed as "additional income"?

[MelanieGiles]

Mr Harrison is indeed the IP linked to Payplan - I believe he also has his own company as well -and I am sure he will respond to a direct e-mail enquiring why his staff "don't do" face to face appointments, when you are trying your best to sort things out.

If your husband receives more money for working a bank holiday this is subject to the uplift provisions.

[jc4]

Sorry to ask what may be a stupid question, but what is "uplift provisions"?

[MelanieGiles]

The requirement to pay over 50% of additional earnings.

[2YrsIn]

its interesting about all this uplift payments - i am with payplan also and i now contractually have to work the odd sunday - for this there is a premuim to pay - now my ip informed me cos its not a regular overtime i dont have to hand 50% over

[MelanieGiles]

All IPs have different interpretations of the uplift provisions, and there are many different ways of wording the clauses, so as long as you understand what your own specific requirements are there should be few problems along the way.

[iva.com]

Hello jc4 - This may be of rather cold comfort, but I would like to remind you of the review boards on our web site. It can't undo the stress you have undergone, but it is another valuable place to share your experiences of your IVA provider with the community as a whole.

Many thanks
Good luck
Susan Macdonald