GT agent shouted down the phone at me. I can't sleep for worry. Please help

[Downhearted Lady]

I have been in an IVA since November 2006 and have just made the last payment after a 12 month extension. I have never missed a payment for the 72 months and now GT want £560 more, I have all the paperwork from day 1 and there has never been anything said about this. I have had annual reviews every year and the payments have stayed the same I have paid a total of £17,292.00 over the 72 months and looked forward to my last payment. In October 2012 i had a letter stating that there was no increase and 2 phone calls agreed that the last payment was 1st November 2012. Now after speaking with an agent called Ashley who shouted down the phone at me and is saying if i dont pay £560 i will not be released from my IVA even though i have documentary proof of all payments and court papers stating that I will NOT pay more than 72 payments ect, This in my book is blackmail, Grant Thornton have made me agitated and worried in 2 days and I cant sleep for worry. its like starting all over again, Please help

[Foggy]

Hi. Drop an email to Karol on IVACustomerServices@uk.gt.com putting only "IVA Forum" in the subject line. I am sure she will be displeased to hear this and will try to sort it out.

Ask her to explain exactly what this money is for and why they are now asking for it.

[Downhearted Lady]

Hi Foggy,

Thanks for the advice, should I pay more or not? in my view I have paid enough and i feel i am being conned

[Foggy]

There might be a very good reason for them wanting the payment -- but until they explain in specific terms, we won't know.

Have you had any overtime or a pay increase lately that should have been added in ?

[Downhearted Lady]

Hi Foggy,

All annual reviews and income & expenditure forms have said no increase required, I have saved them all, was told by agent that the extra is costs for a variation when my husband split with me back in 2009 and i continued alone on the IVA. I feel that they are at it, was up at 4am this morning as cant sleep worrying about it. this aint right

[Shining]

Shouting down the phone at you is not good customer care and I'm sure Karol will want to address this. Let's hope the calls are recorded

Ask for a breakdown as to how they they come to the balance and if it's payable you will have to pay but for now ask them for a breakdown and I'm sure this will be resolved as soon as. All the best.x

[orange]

you need to complain i had a incident during my iva and didnt complain at the treatment ...when i did decide to do something was too late x

[Fletch2204]

Hi Karol, you may not remeber but, in the past, I have lept to the defence of GT. On this occasion I feel compelled to suggest that a reconciliatory word or two from 'Ashley' would be helpful ............. those in IVAs (me included) live under considerable stress and no matter what the provocation the agents need to remain calm and professional at all times

[Foggy]

Completely agree with you Fletch.

Downhearted Lady, around £500 for a variation is about right, but this should come out of the standard payments ( the "IVA POT") not be funded by you personally.

Speak to Karol ---- even if they are correct in needing the money a certain agent has some apologising to do.

[Downhearted Lady]

Hi lesley

Thanks for your kind words but it clearly states that all charges are built into the IVA and how after speaking to them in October to confirm the last payment on 1st November was this not mentioned at all they seem to say that this is for supervisor fees but court papers clearly show that this is built into the IVA. in their words

"All fees and expences detailed at paragraphs 8.4 - 8.9 (inclusive) are to be borne out of the Voluntary Arrangement. Such fees and expences will be deducted from contibutions with the balance being utilised to compromise the Voluntary Arrangement"
Quote above taken from original court papers dated 2006

[Rampaginghippo]

Hi
Send a report of the matter to their customer support MANAGER and drop her right in it I had some bad tempered woman a couple of years ago when I rang in about something really annoying So when I write a thank you letter to my IVA company when I get the Holy Grail certificate I shall be mentioning that incident
Do not let anybody walk over you or take any nonsense ok !
YOU are paying their wages and dont let them forget ir ! you are paying a monthly fee for a service not a tonge lashing

[MelanieGiles]

I am sure that Karol will be first onto this case in the morning and will be disappointed that a client was spoken to in such a manner. They probably record all inbound calls, so she may be able to locate the exact person who spoke with you to understand what led to the confrontation, and address this accordingly.

[Downhearted Lady]

Hi Mel,

Thanks for your support, I really hope that they do record the inbound calls as nobody deserves the abuse I received. I accept it was my fault in going into the IVA 6 years ago but surely I have worked very hard over the past 7 years to sort out my wrongdoings and a little courtesy goes along way.

[Downhearted Lady]

Hi All

Excellent news, Karol has emailed me and assured me that no other fees are due and to relax and she will speak to me next week personally, She has listened to the call with the agent, whose name i got wrong, and will discuss with me when we make contact next week, I feel a little happier and cant wait to speak with her next week so from my point of view its three cheers for Karol, Hip Hip, Hip Hip, Hip Hip

[Foggy]

Good news. Karol is lovely to chat to on the phone ( the accent won't have the same effect on you as it did on me )