Aperture ..... Feeling very frustrated!!!

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Jo1979
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by Jo1979 » Thu Nov 02, 2017 7:59 am
So we made our final payment on August 28th 2017... 6 years of payments due to added year in Leiu of equity... never missed a payment.... never late paying.... and now Apperture are completely ignoring all correspondence!
Emailed them using their three customer service email addresses on Oct 4th asking for an acknowledgment that our closure process was underway.... zero response.... filled in a form on their "client portal" over 3 weeks ago.... zero reply.
Email the theee email addresses again on Oct 24th ... Zero reply. This is so flipping frustrating!!! We have been through hell & back the last 6 years and I just want this over with. I'm so disappointed with Aperture yet again taking on more than they can cope with. Reading posts from people receiving their CCs within weeks from other companies. Aperture haven't even got the decency to give me an update.... I'm losing patience I just want to know that we aren't at the bottom of a huge pile
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Foggy
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by Foggy » Thu Nov 02, 2017 9:20 am
Look up your IP on the Insolvency Service website --- there you will find his email address and postal address. Write by email AND snail mail DIRECT to the IP (recorded delivery) lodging a formal complaint which you will escalate to their regulatory body if you get no response withing a given time frame.
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wildcat
Posts: 7
by wildcat » Thu Nov 02, 2017 9:42 am
Jo1979 wrote:
So we made our final payment on August 28th 2017... 6 years of payments due to added year in Leiu of equity... never missed a payment.... never late paying.... and now Apperture are completely ignoring all correspondence!
Emailed them using their three customer service email addresses on Oct 4th asking for an acknowledgment that our closure process was underway.... zero response.... filled in a form on their "client portal" over 3 weeks ago.... zero reply.
Email the theee email addresses again on Oct 24th ... Zero reply. This is so flipping frustrating!!! We have been through hell & back the last 6 years and I just want this over with. I'm so disappointed with Aperture yet again taking on more than they can cope with. Reading posts from people receiving their CCs within weeks from other companies. Aperture haven't even got the decency to give me an update.... I'm losing patience I just want to know that we aren't at the bottom of a huge pile


I'm in a similar predicament, in July 2017 I finished a 7 year IVA I payed more in than original debt due to their charges (£67000). Received a letter end of July saying my IVA has been extended by 6 months but have completed all payments so have been waiting for completion certificate. Found out today that Aperture are dealing with DFD IVA's not that I can get hold of them to ask. My credit files show the IVA is still active. Looks like i'll be spending the next few weeks trying to find my CC. Based on your post i'm not confident at all in getting this sorted. :cry:
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Foggy
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by Foggy » Thu Nov 02, 2017 9:46 am
wildcat wrote:
Jo1979 wrote:
So we made our final payment on August 28th 2017... 6 years of payments due to added year in Leiu of equity... never missed a payment.... never late paying.... and now Apperture are completely ignoring all correspondence!
Emailed them using their three customer service email addresses on Oct 4th asking for an acknowledgment that our closure process was underway.... zero response.... filled in a form on their "client portal" over 3 weeks ago.... zero reply.
Email the theee email addresses again on Oct 24th ... Zero reply. This is so flipping frustrating!!! We have been through hell & back the last 6 years and I just want this over with. I'm so disappointed with Aperture yet again taking on more than they can cope with. Reading posts from people receiving their CCs within weeks from other companies. Aperture haven't even got the decency to give me an update.... I'm losing patience I just want to know that we aren't at the bottom of a huge pile


I'm in a similar predicament, in July 2017 I finished a 7 year IVA I payed more in than original debt due to their charges (£67000). Received a letter end of July saying my IVA has been extended by 6 months but have completed all payments so have been waiting for completion certificate. Found out today that Aperture are dealing with DFD IVA's not that I can get hold of them to ask. My credit files show the IVA is still active. Looks like i'll be spending the next few weeks trying to find my CC. Based on your post i'm not confident at all in getting this sorted. :cry:



During my decade or so here, Aperture / Grant Thornton have made several aquisitions and changes -- all of them have been frustrating experience for all concerned and they do not seem to have learnt, as a company, to resource and impliment such changes. I am afraid it will be a waiting game !
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Jo1979
Posts: 51
by Jo1979 » Thu Nov 02, 2017 2:33 pm
Very strange..... after posting on here I literally just received an email ..... doesn't really give me any indication whatsoever that they are even working on our closure.....



Good afternoon ,

Thank you for your recent email and i write to you regarding the same.

I hope this finds you well.

I can confirm receipt of your final payment and your case has been logged for closure. Our closure process typically takes approximately 3-6 months from the final payment date. Once the case has closed, you will be issued with your Certificate of Completion.

I trust the above is in order, however, should you have any further queries, please do not hesitate to contact us on 03339397920 or by email to ivacustomerservices@aperture.uk.com.



Kind Regards,

John
FormerlyST1100
Posts: 295
by FormerlyST1100 » Thu Nov 02, 2017 3:12 pm
Just shows the difference in companies ... Stepchange has thousands of customers and only one IP and able to get completion certificates out within 6 weeks.

Fingers crossed you don't have to wait much longer.
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Foggy
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by Foggy » Thu Nov 02, 2017 4:54 pm
FormerlyST1100 wrote:
Just shows the difference in companies ... Stepchange has thousands of customers and only one IP and able to get completion certificates out within 6 weeks.

Fingers crossed you don't have to wait much longer.


Part of the reason for the inordinate delay by Aperture is that they "compartmentalise" every aspect of the IVA, so the first the "Completions Team" hear of your IVA is when it comes down the corridor and through their door, some weeks after tyhwe final payment --- in other firms they know completion is imminent and start the background work before the final payment.
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osb85
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by osb85 » Thu Jan 04, 2018 4:03 pm
Jo1979 wrote:
So we made our final payment on August 28th 2017... 6 years of payments due to added year in Leiu of equity... never missed a payment.... never late paying.... and now Apperture are completely ignoring all correspondence!
Emailed them using their three customer service email addresses on Oct 4th asking for an acknowledgment that our closure process was underway.... zero response.... filled in a form on their "client portal" over 3 weeks ago.... zero reply.
Email the theee email addresses again on Oct 24th ... Zero reply. This is so flipping frustrating!!! We have been through hell & back the last 6 years and I just want this over with. I'm so disappointed with Aperture yet again taking on more than they can cope with. Reading posts from people receiving their CCs within weeks from other companies. Aperture haven't even got the decency to give me an update.... I'm losing patience I just want to know that we aren't at the bottom of a huge pile


I'm having the exact same problem, I phone almost everyday and email and I've had not one reply. Frustrated is an understatement. They shouldn't be allowed to do this
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Louise Bennett
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by Louise Bennett » Fri Apr 06, 2018 11:39 am
SO glad I found this thread! I'm also with Aperture, and also paid my last payment in June 17 ... and still waiting for even an acknowledgement to my many emails asking how long it'll be before I get the certificate!

So - not just me then, and carry on complaining! :roll:
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peersie
Posts: 21
by peersie » Wed Apr 11, 2018 2:29 pm
hi all thanks for advise Foggy my last payment [72 months]was end of december.many emails unanswered
later i was browsing this site as usual,seen you suggested emailing my IP directly.went to insolvency web
site,found whom it was and emailed them sunday.straight away got an automated email response saying not
in office but will respond as soon as possible when back.now that was more than id heard from any other email.
then today got a phone call off John from aperture saying hes got my case and hell be with me till completion.
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Foggy
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by Foggy » Wed Apr 11, 2018 3:14 pm
peersie wrote:
hi all thanks for advise Foggy my last payment [72 months]was end of december.many emails unanswered
later i was browsing this site as usual,seen you suggested emailing my IP directly.went to insolvency web
site,found whom it was and emailed them sunday.straight away got an automated email response saying not
in office but will respond as soon as possible when back.now that was more than id heard from any other email.
then today got a phone call off John from aperture saying hes got my case and hell be with me till completion.



Fingers crossed it won't be too long :-)
Vixter77
Posts: 1
by Vixter77 » Fri May 18, 2018 3:58 pm
Sorry to say I am glad I am not the only one struggling to get any answers. Our iva was with dfd, had no correspondence to tell us that it was being taken over by aperture. Final payment made Sept 2017, and in all communication with aperture have been passed from pillar to post, told different stories about where my iva was in the completion process (someone has told mis truths somewhere along the line) and now spent the day trying to call them for the phone to go straight to answerphone all day.... Such fantastic customer service.
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kallis3
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by kallis3 » Fri May 18, 2018 4:08 pm
If you are unhappy, make a complaint about the service you have received..
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abby528
Posts: 18
by abby528 » Mon Jun 11, 2018 1:29 pm
Hi all, I have already wrote on here, but this one does seem more about Aperture! My husband paid last payment Dec last year, we also been in Iva for 7 years! Never missed a payment or anything done everything asked of us. Got told at least 3 times over last 2 weeks by 3 different people that our Iva was closed so then just waiting for c.c. Got told by 2 people that the certificate will be arriving with in 2 weeks, so I rung Aperture this morning just to double check as it hasn’t been get communication from them,( like other people don’t ever reply to emails.) So today I got told the Iva hasn’t even been closed and they still have some of my husbands payments which he already made from Dec and further back! When I asked how much money is it the IP said I can’t tell you! That’s mobey thar still have to be shared out to my husbands creditors! How can that be! Be told one thing then this!!! I’m so fed up with this company. The last 4 months have been a nightmare! I got put through to our IP, well, if all of them are like him we have no Chance! He actually didn’t even sound bothered by what has happened how his staff have lied to me and gave me false info! He was rude, sarcastic and frankly didn’t give a s***! Didn’t say sorry once!! I’ve now wrote an email to Aperture complaints department with all dates, who I spoke to and what was said. This may hold up the closure, but why should they get away with it. They are awful, awful people. I’ve also spoke to financial Ombudsman Service who said they will take on my case, if Aperture do not reply or if I’m not happy with their response! Good luck to anyone who is with Aperture, your Going to need it! :mrgreen: :|
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abby528
Posts: 18
by abby528 » Mon Jun 11, 2018 1:33 pm
Also to help, if you want to get through to them I find ringing the new client phone number works better than existing one, and press for make a payment! Funny how they answer that hey!
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