Fuming and very unhappy with IP

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gill.p

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Post by gill.p » Tue Oct 07, 2008 8:25 pm
I had a phone call today from Blair Endersby, I had completed a new income and expenditure form a couple of months ago and the person I spoke too, told me everything had been agreed my payment was the same, my income threshold had been increased due to lack of maintenance payments, and therefore I can earn more through overtime. I relaxed and was thrilled when advised that as my expenditure had not increased much, this would stand as my annual review and all I needed to provide was wage slips, a huge worry taken off my shoulders!!!!

But like I say, I had a phone call today, it was at work, I answered all security questions and spoke to a real human being (honest blair endersby I did) I even have the phone number and time logged on my mobile! The gentleman (a real person) said that my variation had been agreed, I said i thought it already had as the previous person had told me so! he said there was a backlog and it was officially signed! I was happy again! I asked him if this would count as my annual review, he paused, (answerphones don't pause) put me on hold, asked a colleague and said yes. Again I was happy, all i need to do is to get together my wage slips! I thanked him (stupidly, didnt take his name, because he was real, honest!).

I came home from work to find a letter from Blair Endersby titled Annual Income and Expenditure review. On this paperwork it showed all my old figures, not the new reviewed ones! I thought " well i will give them a call just to verify that this is the old statement and the new one is on the way" I spoke to a lady who thought I was a little dim, as she could not see anywhere on my notes that I had received a call today! She kept asking me if I spoke to a real person and was I sure it wasn't a message from an answer machine! AAAARRRGGGGHHHHHH! and guess what, she couldnt answer my questions, and treated me like I was making things up!! I asked to speak to a Manager but was told no!!! The only information I wanted from her was "Is this letter I have received today to be ignored and should I be waiting for a new annual review with figures that had been agreed originally and also on my "fictional" phone call. She coudn't answer that either. I asked to speak to an IP and she laughed at me.

In all seriousness, These people are controlling my life for the next 4 years, so why can't they answer relatively simple questions, to put my mind at rest.

I am a total bundle of nerves now and feel really ill and upset. I will now have to find time tomorrow at work, and attempt to get to the bottom of this.


I am dissappointed, fuming and feel let down and ill!
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MelanieGiles

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Post by MelanieGiles » Tue Oct 07, 2008 8:30 pm
It really gets my goat when I read postings about IPs who will not take calls. There is no excuse for this, and to be laughed at when you ask if this is possible is just not professional.

I am sure that your IP would be mortified if they knew their staff were treating clients in this manner, and I do hope that this will get picked up and dealt with soon, which I am sure results from a lack of communication between departments in this large IVA provider.

Why not e-mail your IP directly to inform them of your disappointment.
Last edited by MelanieGiles on Tue Oct 07, 2008 8:31 pm, edited 1 time in total.
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Julie

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Post by Julie » Tue Oct 07, 2008 8:39 pm
Sorry to hear you've been messed about Gill.

Take Melanie's advice and email your IP. I email ours and he answers almost immediatley, whereas when I've tried phoning I get through to a "12yr old snotty assistant" .

Email and complain xx
 
 

gill.p

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Post by gill.p » Tue Oct 07, 2008 8:45 pm
I will try, I just want to get through to someone further up the ladder, who I can contact and trust them to give me an honest answer, so I can relax!
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Viki.W

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Post by Viki.W » Tue Oct 07, 2008 8:47 pm
And that's what you should get Gill, sorry you're having troubles, hope you get this sorted. X
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tori

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Post by tori » Tue Oct 07, 2008 9:06 pm
How frustrating for you! I would be tearing my hair out.And that is so infuriating,when they say they have no record of anyone ringing you!?! At least you've got the number and time logged in your phone though.Hope you manage to get everything sorted out asap.x
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Skippy

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Post by Skippy » Tue Oct 07, 2008 9:07 pm
Good luck with getting this sorted out Gill xxx
 
 

gill.p

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Post by gill.p » Tue Oct 07, 2008 9:27 pm
I will let you know tomorrow, how things go! Thanks
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Blair Endersby

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Post by Blair Endersby » Tue Oct 07, 2008 10:41 pm
Gill please email your full name & reference number to ip@blairendersby.co.uk and I will ensure both the query relating to your annual review and the poor service you have received today are followed up. Both I and your IP receive these emails directly so I will deal it with personally

Operations Director
Last edited by Blair Endersby on Sun Nov 02, 2008 5:15 pm, edited 1 time in total.
 
 

gill.p

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Post by gill.p » Thu Oct 09, 2008 9:00 pm
Just a quick update. Emailed Operations Director, but still needed to call in my lunch hour to get my questions answered and then I still had to tell my story to two other people, however the lady I eventually spoke too, answered all my questions and was very understanding and apologetic about the way I was treated. I also received an apology email later that day. So all ends well!
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Julie

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Post by Julie » Thu Oct 09, 2008 9:01 pm
Glad you got it sorted Gill - the power of the forum eh?[:)]

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MelanieGiles

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Post by MelanieGiles » Thu Oct 09, 2008 9:01 pm
Glad that you have been able to resolve this amicably - with a little help from the forum. Just goes to show how beneficial it is for clients and IPs alike to monitor what is going on and being said.
Regards, Melanie Giles, Insolvency Practitioner
 
 

kallis3

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Post by kallis3 » Thu Oct 09, 2008 9:04 pm
Good news gill, glad you got things sorted.

Lets hope the rude person you spoke to gets her fingers rapped and some training in customer relations.
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David Mond

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Post by David Mond » Fri Oct 10, 2008 6:27 am
Well done the FORUM!!!!
Regards, David Mond, Insolvency Practitioner for over 46 years. Personal Insolvency Practitioner of the year 2012, Personal Insolvency Practitioner of the year finalist 2013 & 2014 awarded by Insolvency & Rescue Magazine and 2015 finalist for Personal Insolvency Firm of the Year.
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