www.iva.co.uk

Payplan lack of customer service.
I made my last payment 01/02/12 and am still awaiting my cc due to the ongoing vat issue. However, I have had a PPI claim accepted by M&S, and after months of waiting for Payplan to sign the necessary authorisation forms, a cheque was issued to Payplan. I have been constantly emailing my caseworker for confirmation the cheque had been received, to which I got a constant reply of no. I contacted M&S who confirmed the cheque had been issued and to check again with Payplan and let them know as they would need to cancel it if it was lost in post etc. Still, a definite no from Payplan. I contacted M&S again who confirmed the cheque had been received and then returned to them by my IP askin for a breakdown (which I had already provided to my IP). The cheque and breakdown were re-issued to Payplan and I have been emailing my (usually responsive) case officer for 9 days to ask for confirmation they have received it and have not received any response or even acknowledgement of my emails. This has been dragging on for months and months and really is not good enough. Due to my nature of work I am unable to physically make phone calls to Payplan and can really only email, what can I do to get a response and get this finally sorted?

Hi. Hopefully Gemma will pick up on this and look into it for you.

Gemma has logged onto the forum today, but may not have seen this post. Perhaps if you were to contact her directly she would be able to sort this out for you.

Hi Jmm78. Welcome to the forum. If your CO's usually responsive, she/he could be on leave, so do you have the name of anyone else you could email there? Also, have you checked your account on Payplanplus? It would show any recent payments on your account. Good luck. x

Hi jmm78, I have received your email and have replied to you directly. I have passed this query on to a senior member of the IVA team who will look in to this as a matter of urgency for the client.

As many of you know there has been a delay in issuing completion certificates due to the VAT issue, however we have conducted a mass variation meeting which means that we can begin sending out the completion certificates soon.

Gemma, do you anticipate starting to send out certificates before the turn of the year?

Hi Sebastian, I cannot confirm when the certificates will arrive we want to assure clients that are currently waiting that we are working through the cases as quickly as we can.

Hi Gemma,
Thanks for your email. Are you able to confirm if the cheque has been received by Payplan yet? It has been 10 days since it was issued for the second time so really should be there by now. Please confirm. Also, as suggested by GilliB, I have tried to register for PayplanPlus to no avail. I sent a "help" email but have so far received no response to this either. It's such a shame that for the 5 years I made payments I had no problems whatsoever, but since my last payment in February I have had more problems than ever before.

surprise surprise