If I were a member of staff sitting under the threat of the axe I wouldn't be too bothered about a complaint either --- but the IP should as any complaint is made against them personally, not the firm, and any fine comes from their pockets.
My opinions are merely that .. opinions based on experience. Always seek professional advice.
IVA Completed 23rd July 2013 .... C.C. 10th January 2014
No the delay, although, far too long is within limits for the issue of a certificate. However, your complaint would be 1) Why do they take in excess of 12 weeks when other firms can do it in 6 ? 2) Why do they refuse to allow you contact with the IP, who is, after all YOUR supervisor ? and 3) Why is their general level of service falling so much shorter than the rest of the industry ?
My opinions are merely that .. opinions based on experience. Always seek professional advice.
IVA Completed 23rd July 2013 .... C.C. 10th January 2014
You have already passed twelve weeks and have no idea whether it will another twelve. Any complaint would not just be on the timeframe but the lack of response to correspondence and the refusal of the IP to speak with you. You are a client of Payplan and are entitled to a service for your money. Matters have to be dealt with in a timely fashion and two weeks to answer an email for example is not a great service.
I never had any trouble with contact with Payplan - very quick responses etc but it would seem I'm now on my 6th case officer, who replied quite quickly a couple of weeks ago saying we tell our clients 3 months, blah blah blah, and on the back on hearing Jax's plight I emailed yesterday and today and ZERO response. I was a little stronger than normal in today's e-mail - but nothing so far. I'll keep you posted if I hear back today. If not - then I'll call and start really putting my foot down!
IVA started Sept 2012, Full & Final accepted Aug 16th 2016 & CC issued 10th Jan 2017
So no response from my e-mails, but apparently my case officer is off sick. I did speak to a really nice lady called Gemma (who even knew Payplan weren't particularly popular on this forum!) and after saying I didn't want the usual garb of how long it could take up to etc etc, I wanted case specific info, so after speaking to her supervisor for some time, apparently they are nudging ours forward (we shall see), as I've now chased several times, and she couldn't apologise enough for my emails not being answered!
IVA started Sept 2012, Full & Final accepted Aug 16th 2016 & CC issued 10th Jan 2017
If that is the same Gemma that was a case officer when we were with them, then she is brilliant. Fingers crossed that it gets sorted soon.
Sharing from experiences of dealing with debt
The greatness of a man is not in how much wealth he acquires, but in his integrity and his ability to affect those around him positively.
Bob Marley. http://kallis3.blogs.iva.co.uk
Let's hope so. She was really nice and I was quite surprised with the outcome of the call, but time will tell! btw, been meaning to ask for ages....is there anyway way my user name can be changed from all poxy capitals to how it should be - Kazza? No worries if not and sorry to change subject on Jax123's thread.
IVA started Sept 2012, Full & Final accepted Aug 16th 2016 & CC issued 10th Jan 2017
I don't know about that unless you start a new thread and ask admin to alter it. Andy used to do it but he is no longer a part of the forum.
Sharing from experiences of dealing with debt
The greatness of a man is not in how much wealth he acquires, but in his integrity and his ability to affect those around him positively.
Bob Marley. http://kallis3.blogs.iva.co.uk
Good to see that Payplan are doing something but it is a bit unfair to say that they are unpopular on this forum. Each firm earns their reputation and gets credit where credit is due and criticised where appropriate.
Anyway it is not just here that Payplan seem to have popularity issues as I see that their rating on TrustPilot is 4.6 out of 10 which is deemed poor. Ours is 9.8 but never room for complacency.
font size="1" face="Verdana, Arial, Helvetica">quote:<hr height="1" noshade>Originally posted by KAZZA
So no response from my e-mails, but apparently my case officer is off sick. I did speak to a really nice lady called Gemma (who even knew Payplan weren't particularly popular on this forum!) and after saying I didn't want the usual garb of how long it could take up to etc etc, I wanted case specific info, so after speaking to her supervisor for some time, apparently they are nudging ours forward (we shall see), as I've now chased several times, and she couldn't apologise enough for my emails not being answered!
It is not that they are unpopular -- and, yes, they are well aware of comments made on this forum, but decline to interact with their clients here. They, like all firms, get critisised when being unhelpful and praised when helpful.
To be fair, for the number of clients they handle, the mentions on here are few. However, they do tend to do things their own way, often against the tide and are more creditor centric than most.
My opinions are merely that .. opinions based on experience. Always seek professional advice.
IVA Completed 23rd July 2013 .... C.C. 10th January 2014
To be honest (and precisely what I told Gemma @ Payplan) I've never had a problem with them, never had any issues with being able to speak to my case officer and always got prompt responses. Just was feeling a little let down at the last hurdle with a new case officer fobbing me off and then not responding. But my faith is back with them!
IVA started Sept 2012, Full & Final accepted Aug 16th 2016 & CC issued 10th Jan 2017
