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What to do if your Payplan Rep is rubbish???
lonely_2
Posts: 343 Forumite
I've been with Payplan since April. For the first two months they were brilliant. But I have now been assigned to the Client Services team as my DMP is in progress.
Trouble is every so often I come across a difficult creditor. Usually not a big problem, most likely one of the following:
1. They continue to charge late fees/interest after agreeing not to
2. They claim not have received docs from Payplan
3. They claim to have wrong info from Payplan
The upshot is usually them asking me to get Payplan to call them (seems to be an easy get out clause, especially if you are dealing with an Indian call centre agent who cannot understand your query and wants to get you off the phone).
However, my rep at Payplan has been quite difficult. She is perfectly polite but seems to be reluctant to make calls or contact the creditor. She is always repeating things I already know, like they cannot guarantee that creditors will stop interest or creditors are within their rights to default you. Last time she made an excuse that she couldn't call a certain creditor because this would show preferential treatment, and today she said she couldn't call Lloyds because they have been asked to contact them electronically (the person I spoke to later at Lloyds - as I had to sort the problem out myself - said they had just got off the phone to Payplan!!)
Is anyone else having these kind of probs with the Client Services Team at Payplan? Has anyone had to request a change of Payplan rep? How would I go about doing this?
Trouble is every so often I come across a difficult creditor. Usually not a big problem, most likely one of the following:
1. They continue to charge late fees/interest after agreeing not to
2. They claim not have received docs from Payplan
3. They claim to have wrong info from Payplan
The upshot is usually them asking me to get Payplan to call them (seems to be an easy get out clause, especially if you are dealing with an Indian call centre agent who cannot understand your query and wants to get you off the phone).
However, my rep at Payplan has been quite difficult. She is perfectly polite but seems to be reluctant to make calls or contact the creditor. She is always repeating things I already know, like they cannot guarantee that creditors will stop interest or creditors are within their rights to default you. Last time she made an excuse that she couldn't call a certain creditor because this would show preferential treatment, and today she said she couldn't call Lloyds because they have been asked to contact them electronically (the person I spoke to later at Lloyds - as I had to sort the problem out myself - said they had just got off the phone to Payplan!!)
Is anyone else having these kind of probs with the Client Services Team at Payplan? Has anyone had to request a change of Payplan rep? How would I go about doing this?
I'm moving on up now,
Out of the darkness,
My life shines on, my life shines on, my life shines on
Member of Payplan since March 2007 (realistic debt free date May 2011):T
No 17 of the Mutual Support Club and proud of it
Out of the darkness,
My life shines on, my life shines on, my life shines on
Member of Payplan since March 2007 (realistic debt free date May 2011):T
No 17 of the Mutual Support Club and proud of it
0
Comments
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Can anyone help?I'm moving on up now,
Out of the darkness,
My life shines on, my life shines on, my life shines on
Member of Payplan since March 2007 (realistic debt free date May 2011):T
No 17 of the Mutual Support Club and proud of it0 -
Sorry Lonely - I don't know about this - I hope someone will be able to help though
CCCS DMP:Feb 07
Total:£37,016.47 now £0 DEBT FREE FEB 14
2022 Decluttering Campaign 49/10110 -
I'd ask for a different person. However they are right they can't force creditor to stop interest ect but they should at least try.Barclaycard 3800
Nothing to do but hibernate till spring
0 -
Hi just thought I'd bump this up a bit for Lonely as there are more people around now (nothing to do with namesakes!)
I've mever bumped a thread so hope it's OK
CheersOfficial DMP Mutual Support Club Member No. 730 -
Hi Lonely
Not sure I can be much help but I'm with payplan and I've not had any of the problems you have had when I've rung them. If anything the opposite they have always been more than happy to call or fax information creditors 'have not received'.
The only thing I can suggest is to ask for a different advisor, however having been with payplan for over a year I'm on my 4th advisor so I don't think you will be with this one for long!
BexOne day I will be debt free and fat free!:grinheart0 -
Hi Lonely
I have had similar problems with Payplan and Lloyds. I am now about £2500 worse off than I was before as LloydsTSB have continued to charge interest and late fees because 'they haven't received info' since December even though Payplan says they have sent them, I have faxed the info and I have taken the info into the branch. I don't know how to help but you are not alone. Any solutions would be helpful s I am looking at an IVA in desperation.LBM August 2005 £40,000
25 February 2009 £21662.12
6 January 2010 £6,691 Lloyds PPI including interest.
12 October 2010 Ombudsman says Lloyds to repay me PPI + interest.:j0 -
We often have problems with payplan. We genuinely don't receive financial statements from them, they send payments to the wrong place and blame us + various other issues. They do try and ring us occasionally (even though they are not supposed to as we have an electronic query system for them - which they rarely use) but they just don't seem.... well... very bright.
I certainly don't recommend payplan anymore.
Ask your creditor if you can send a copy of what they need yourself if it is just something like the financial statement.0 -
Hiya lonely, sorry Ive missed this thread. I remember that after the initial stages of my DMP it used to take a while to get an answer from Payplan. 2 things that are important to note:
1. Payplan have been caught out by the high demand that has been placed on their doorstep and have struggled to cope. Remember CCCS are more established an obviously better set up to deal with high customer demand.
2. The creditors will have received the packs they are just playing the game with you, scare tactics maybe, to try and un-nerve you - after all they want their money back. ALso it is never guaranteed that the interest will be frozen. but usually it is so try and be paitent
Do you use your email on your justabank account? LennyThis is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
We often have problems with payplan. We genuinely don't receive financial statements from them, they send payments to the wrong place and blame us + various other issues. They do try and ring us occasionally (even though they are not supposed to as we have an electronic query system for them - which they rarely use) but they just don't seem.... well... very bright.
I certainly don't recommend payplan anymore.
Ask your creditor if you can send a copy of what they need yourself if it is just something like the financial statement.
Hi Lennon, I understand your frustrations but I always feel inclined to defend Payplan or CCCS when people feel they have been, maybe, not dealt with as efficiently as they could be. I too had this frustration in my initial stages but always told myself, 'well, if it wasnt for Payplan I would be in a right mess' and am therefore very grateful for any help I can get. They are incredibly busy - the debt problem in this country is massive. Have all your problems been answered and solved? LennyThis is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
Yeah I appreciate they do a good job and I was slightly apprehensive about posting something critical. I'm glad they helped you and i'm sure many other people are too 0
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