Emails from Cleardebt, one saying everything was done, now one saying we are in arrears.

[barbie]

Advice needed please,I am so annoyed at Cleardebt! me & my partner completed our IVA in August.We were told we owed some arrears & the amounts were confirmed by email & telephone calls, I rang to pay the amounts over the phone by card as requested by our IVA advisor & I was told that everything was done & he would send the completion documents once he had completed the paper work. I have received an email from him today nearly 2 months later to say he can see we both have further arrears on our account & until they are paid he cant give us our completion docs! how can this mistake be made? I have the emails confirming the amounts & that we owed no more so why are Cleardebt asking for more money & why did they wait nearly 2 months to let us know ?! there is no explination in the email to where these amounts have come from, its discusting to be honest & extremley streesful as the month we finished our iva the boiler broke & we had to borrow nearly £2000 for a new one which we now have to pay back so where are we meant to find these extra arrears?

[Adam Davies]

Hi

I think they need to give you a clear breakdown showing where the extra money requested relates to

Regards

[Lisa Thomas]

Send them a written letter about the conflicting information and express you will be making a formal complaint if this is not dealt with satisfactorily. Then look to make a formal complaint to the Gateway if necessary.

[barbie]

Hello,

I can only apologise for not advising you of the arrears as they have only just come to light.

We transferred £100.00 from your account to ####’ account on 08/08/2011 on your request. However, this £100.00 was never re-paid by you.
##### requested we refund him £149.00 on 04/07/2012 which we did. However, ##### has yet to re-pay the £149.00.
Once these contributions have been made I can confirm no further payments need to made to the IVA and I can issue you with the completion documents.

[barbie]

This is true email I have had this morning ? I just don't get any of it, when I spoke to him he said its because the back took 2 payments instead of 1 so I asked for it back, but we have paid every month from the start without fail so I don't owe anything if the bank made a mistake surly & how would I even check from 2011 ? & why have they only just brought this to light? Feel like my head is spinning with anger!!!!

[deanwinchester]

Its a shame that Cleardebt have gone a bit rubbish of late, I count that I have had 4 different "account managers" during my agreement so even the slightly issue is a disaster now, as its just explain it again, explain it again.
My issue was 1 person verbally giving me an estimated completion date and when they left or moved on, the new account manager telling me, extension 7 months!
I was of course delighted by that.....not.

[David Mond]

Dear Barbie,

I am sorry to hear that there has been some confusion regarding your case.

Please e-mail me directly (david.mond@cleardebt.co.uk) with your name, reference number and contact details and I will get to the bottom of this for you.

Sincerely,

David

[Sharon.10]

A mistake that has been made by cleardebt that should not have been made you have to ask them why its taking them nearly 2 months to tell you this and make a complaint to gateways let us know how you get on.

[David Mond]

Sharon.10 and Lisa Thomas

I have requested that Barbie contact me.

Explain what your motive is to suggest complaining to the Insolvenct Gateway when you nor I are in full possession of the facts.

If a mistake has been made it will be rectified but I await hearing from Barbie.

[barbie]

I have emailed mine & my partners details David for you to help thanks.

[barbie]

I just feel let down at the last hurdle that's all, I've played fair throughout & paid every time etc so I just can't understand why if I had a refund on 2011 because the bank took 2 payments in one month & I was refunded the one how I now have to pay it back ? It wasn't Cleardebts to begin with that's why I would've been refunded it. Just such a confusing situation & trying to remember back to 2011 is just a joke.

[Michael Peoples]

This may be something simple and I am sure David will get to the bottom of things. I can understand your frustration but you are nearly there and this will be sorted out.

[barbie]

Thanks everyone for all your advice I appreciate it.

[David Mond]

All,

I have now had the opportunity to review Barbie’s case (and her partner’s case too) and have ascertained the root cause of the issue.

I can see that a member of my staff advised Barbie in good faith that all of the expected contributions had been made.

Without going into too much unnecessary technical detail, unfortunately, unbeknown to my staff (or anyone else at the time) there was a computer glitch when checking that all payments had been made, meaning that when previous transfers and refunds had been made, these had not been deducted from the total amount paid into their respective arrangements.

I hasten to add that this has now been fixed, so this will not present a similar issue for any other ClearDebt customers in the future.

To cut a long story short, there is still money outstanding on both IVAs, however, as a gesture of goodwill, I have offered to cover these shortfalls myself, therefore meaning that there is no need for Barbie or her partner to make any further payments and I can arrange for both IVAs to be completed and I have instructed the closure department accordingly.

David Mond

[kallis3]

That is great news David - thank you for that.