Hi, I have a question about how reliable Ebenegate are. I was with Vanguard for 3 years and had no issues and my annual review is due in June and I've had so many problems with Ebenegate that I'm starting to panic that I have to deal with them for the next 2 years! I received an email from my case worker in March saying my annual review was due and could I send 12 months of bank statements (no payslips or P60). I sent them and he replied that there had been an increase in my disposable income and my payments would go up by £34 starting on the 1st of October 2021. I then started being bombarded by them with phone calls saying my account was £68 in arrears. Apparently the increase should have started in April not October. I wanted to see a breakdown of how he worked out my payments as he had not sent me any information other than an email to say my payments were going up. I have been trying to get in touch with him as I work full time and it's hard to take phone calls in the office. I sent him emails but no reply. All the while I'm still being chased by them with phone calls even though I have told countless people that I am waiting to hear back from my case worker. He finally emailed me yesterday and sent me a breakdown of my income and expenditure and I have no idea where he got the figures from! He has doubled my monthly salary on the form. I have queried this with him but no reply yet and then to top it all off later yesterday evening I received another email Ebenegate saying that my annual review was due and could I send them 3 months of bank statements, 3 payslips and my P60. I have no idea what is going on but I think this company doesn't have a clue how to run an IVA. I have heard lots of negative reviews about them. My question is who can I go to to complain as I have an awful feeling they are going to try to take more money from me. Thank you.
Ebenegate are, frankly, a nightmare. They are based in Mauritius and I doubt they even know what an IVA is !
Ultimately, though, they are just administrators. Your IVA is still with Vanguard and Mr Jackson is still the IP and, as such, the buck stops with him. I would suggest complaining direct to him and then escalating the complaint to his regulatory body, the IPA. His email address, as listed by the Insolvency Service is firstname.lastname@example.org however he is also listed with the IPA as being with Oakfield Financial Limited and his email address there is email@example.com
The postal address is given as Ebenegate UK. PO Box 27160, Glasgow, G2 9LZ