I wanted to share the Creditfix experience with you all

[trevor]

I have completed my 3rd year of my IVA in May. It was originally with DSC, but unceremoniously sold to Creditfix, who certainly put the "fix" into everything they don't do.

After chasing Creditfix mercilessly for days, I now have a copy of my annual review. In fact I have a collection of documents. I have a letter stating "Here's your annual review, please complete the I&E form".....then another one saying "Thanks for completing the online I&E form, we're putting up your payments by £50".....Also, on the contributions side, they have consistently missed out a PPI claim I made from Santander for £765. I might add that Santander are not a creditor of mine and just a claim I made against them individually.

I don't know if I have a question here at all, but I wanted to share the Creditfix experience with you all. If it was my company, I'd be embarrassed to

1. Take over 20 mins to answer the phone
2. Never call people back
3. Not be able to answer the most basic of questions
4. Consistently send out wrong documentation

I know that most of us who go into IVA are at the end of our tethers at the time, and in some cases not thinking straight, but this company appears to take advantage of this situation and prey on the vulnerable. I wish I had never clapped eyes on them. I've posted several bad reviews of them and always the answer is "Call our customer service"......Dear creditfix, you don't have any.

[ridingthestorm]

Hi, I started my IVA with PJG and as you can guess I was gobbled up by CF when they entered the scene.... My experience is slightly different to yours.... My IVA ran in the background of everyday life, i never really needed to contact them and thats the way I liked it, if at any time I did I always got a reply pretty quick and was never on the phone very long, (always called first thing) when my Proposal for a F&F was offered it all seemed very slick and done pretty fast. My IVA ended on May 18th and I've had confirmation from the closures team at CF that my Certificate is being posted tomorrow (11th June) .... So im guessing I'm the lucky one here, as horror stories oftern bounce around this forum regarding CF..... Tho the only thing I did maybe differently to others is i stayed well away from the general customer services numbers and email addresses and delt directly with my case worker. (Direct line number and email)

Maybe you could try that ?

Good luck with your IVA

[Lisa Thomas]

Trevor

If this level of service continues I suggest you follow Credfix's complaints procedure here:

http://www.creditfix.co.uk/complaints/

and if not resolved satisfactorily you can complain against them formally here:

https://www.gov.uk/complain-about-insol ... actitioner

[redboxtree]

When we were transferred to them from PJG it was a complete mess.

We decided not to contact them and wait until they needed something from us.

The way it finally worked out was that no annual reviews were done and they seemed more interested in getting us off their books.

We received our completion certificate 15 months ago and within 10 days of our final payment.

Feedback that I have seen is that there are good people working there let down by an employer that has come from nowhere to taking over the IVA world.

[Francesca]

As Foggy was always saying the biggest issue with CF is communication. Maybe some of you remember I had a problem about tax rebate I haven't noticed at first. Taking advice from you I emailed CF. CService emailed me back someone will contact me about it but I didn't hear anything since. Been on phone with them 3 times, 2 brilliant, nice ladies, English not my first language but they were very patient. Third one, sounded like a young lad made me feel like a piece of p.... Phone calls from BC had to solve myself, the gone quiet after first time I spoke to them. CF 'was solving' it for me 3 times.. Coming to the end I am 50/50 with CF. Waiting for my yearly review and reading all your stories makes me a it worried. Best of luck

[trevor]

Hi all,

2 years later and I've made my last payment to CreditFix on 3rd June. After reading this forum I gave it a couple of weeks, then gave them a call to see what the process was and confirm that it was indeed the last payment and what the next steps were.

What I got from some failed school leaver was "Well we write to all the creditors, disperse all your money and then close it out.....this can take 6 months." When I questioned where I was in that process, I was met with "I don't know, give us a call back in November." Naturally outraged at this, I told the operator that I was expecting a more detailed answer or find me someone that can. I'm still waiting for that call back from the 18th of June.

I called back the next day and spoke to someone else, who informed me it was more like 4-6weeks to close. I've also emailed David Rankin with no reply.

In the meantime, I've received my annual report from David Rankin. This shows some interesting figures. To all my creditors I have paid a 93.51% dividend, and there is just over £7.2k of mine sitting in CreditFix's bank account. I have sent their annual reviews team an email asking the following

"Hi,

With regards to the above IVA, I have just received my annual report for the period 23/05/2018 - 22/05/2019.

As per my original IVA agreement taken out on 23/05/2014 I believe I have now completed 60 months worth of payments. I am interested to see on this report that I have paid a 93.51 dividend to all my creditors bar one minor one and that I have £7279.56 in your bank account.

By my calculation if I was to distribute this to my creditors and make the dividend up to 100% , this would require £3797.06, leaving some £3482.50.

If I am correct CreditFix are designated a 23% cut of this for the administration of my IVA. If I subtract this figure, I am left with £2681.53 remaining in the bank account managed by CreditFix.

I would like to request 3 things please

1. Please can you confirm that I am at the end of my IVA and all monies are paid. I have called 3 times to CreditFix and nobody appears to be able to confirm this.
2. Please confirm my calculations are correct
3. If correct, please advise when you will be returning this money to me."


I don't think that I'm being unreasonable here, and I would value the opinion of the forum experts. I'm also wondering how long should I give CreditFix to refund this before I take it to the Glasgow Sheriff's court to claim it back.

Happy Sunday

Trevor

[Foggy]

Hi Trevor. Your premise would be correct if it were not for the question of statutory interest. When the position arises that 100% of the debt has been paid, this would only be actually achieved after fees have also been paid, they add on the insult, for being so diligent, of 8% per annum simple interest, based on the daily reducing balance of the original debt. Basically penalising you from being able to pay back more!

It could be, as it was in my case, that statutory interest has been excluded -- so check your proposal for any mention of this.

[trevor]

Thanks for the reply Foggy. I've checked my proposal and yes it does state that statutory interest will be declared and paid

I shall await a delivery of "Old rope" from CreditFix, because it appears that this what they charge you thousands for.

[Foggy]

Thanks for the reply Foggy. I've checked my proposal and yes it does state that statutory interest will be declared and paid

I shall await a delivery of "Old rope" from CreditFix, because it appears that this what they charge you thousands for.

It is laughable that CF charge the highest fees and give the minimum of service!

[trevor]

Hello all,

Here's an update for you.

I called CreditFix again on 8/7/2019 to ask again where I was in relation to the closure process. This time I was told "End of July"...They also told me I had overpaid by 1 installment and would refund that. This has now been refunded.

I've waited until today, 30/07/2019 and received nothing in the shape of a completion certificate, so I called again and eventually got through to someone on the closure team. It appears that my IVA ended with my last payment at the beginning of May. Nobody ever sent any letter/documentation/semaphore/smoke signal that it was done. So 3 months after it has ended I have just had a letter saying "Well done, you've paid your last installment, it'll be another 3 months whilst we close your IVA down."

From my calculations I have spent nearly £10k on fees to CreditFix for this appalling service. There appears to be no recourse or method of complaint. Their own complaints process results in zero response. They have no idea what documentation they've sent to their clients. They never respond to any form of communication. I can see the only way to perhaps get some response from them is to either picket their office in Glasgow or perhaps pay Pearse Flynn a visit.

[Jessie91]

Hi sorry to hear your experience with creditfix has been so poor.
I got my iva agreed last week and from my little experience with them so far they have been quite responsive and helpful in every way, my Iva was set up and accepted within 3/4 weeks and my IP has been incredibly helpful and always there when I need a answer.
Maybe some of them put the extra effort in than the others maybe? I’m unsure

[Foggy]

Trevor, you can lodge a complaint with their regulatory body which might result in a slap on the wrist or even a fine (sometimes quite substantial) but will bring you no relief. https://www.gov.uk/complain-about-insol ... actitioner

[trevor]

Update :

Completion certificate just received via email.

It appears that this board is monitored by Creditfix.

I am now free and I would like to take this opportunity to thank all the experts for their help and I wish everyone else who's in an IVA the best of luck. Stick with it, you will make it to the end.

Thanks
Trevor (signing out)

[Foggy]

Creditfix are as welcome as anyone to 'monitor' this board -- it may assist them in identifying and rectifying problems. They would be welcome to jump in with answers too.

Congratulations on getting the CC through -- closure is, normally, one of the things CF are better at than most. They have potential and do appear to be learning, in some areas.

[Jessie91]

Congratulations on finishing your Iva and getting your certificate
I’ve just started my journey.