Has anyone had this problems with Payplan?

dmb37

At the begining of September I logged on to my Justabank account and it said that my account was in arrears. I rang Payplan up and said that the money had been debited from my account as normal - the same as it has done for the last 6 months (by standing order). The person I spoke to said that she couldn't understand why it wasn't showing up, but she would check with the accountants. She advised me to ring back after a couple of days. After a couple of days I checked my account and it was still stating my account was in arrears. Gets back on the phone reiterrated the story again I told to ring back......blah blah. After another couple of days I went through the same process........I felt a bit fobbed off. Then I receive a CCJ and a phone call from a creditor stating they hadn't received my payment - So I phoned Payplan again and I spoke to an advisor who didn't understand what I was talking about and wasn't really helpful. Surprise surprise I was told to ring back in a couple of days after they had contacted the accountants. Meanwhile I left several message on the email section of the JUstabank account and got no reply. This morning I rang them again and I spoke to an Advisor where I had to explain it all again. She said she would get in touch with the accountant!!! In the four weeks this has gone on I have had no correspondance from Payplan....I am at my wits end on where this payment is and whether my creditors have been paid.......and to top it all another payment for this month has been debited from my account.......god only knows what will happen to this payment.
Everything was fine until this happened.

Sorry for the long winge...............

XX

Toomuchdebt

Hope you manage to get this sorted out.

climbgirl

Sorry, I've not had any experience with Payplan or CCCS myself - but is it possible to trace the payment yourself (through the bank account) and find out where it's gone? Can you call the creditors to see if they've received it? I don't know if it's possible to do this or not if you're on an arrangement with Payplan, but thought I'd suggest it.

Failing that, I'd call Payplan again and refuse to hang up until it's sorted, explain the pattern to that!

pruney

I've been experiencing problems with them too.
We sent a cheque off this time last month to settle all our debts and it cleared on 8th September.
I had an email from them on the 11th September asking whether I wanted full or partial settlement and I replied requesting full almost immediately.
Since then I emailed every other day and more recently every day asking what was happening, when will it be cleared and also I noted on the justabank website that my usual monthly payment hadn't even been put on the system, let alone the big lump sum.
After leaving work early so I could hold on the phone for 20 minutes to get through to them, they apologised profusely that the email sent on 11th confirming what I wanted hadn't been actioned so basically they'd just had my cleared funds of approx £12.5k sitting with them doing nothing. Added to this, I had my first letter that day from one of the creditors that they hadn't received payment and threatening to add my interest and charges back on. The lady guaranteed that my settlement request would be actioned as a priority, that they would write to all creditors explaining the delay and someone would ring me early this week. I rang and left messages twice on Monday and even put in a complaint on monday evening with the freephone number who promised I'd be called on Tuesday but still didn't hear anything.
Finally at the end of my tether, I rang and got through today (had to leave work early AGAIN to do so due to the long time on hold) and they told me it would take 2-3 weeks to get all the settlement amounts so I've requested a refund on the lump sum and I've been on the phone to all my creditors who are sending out settlement amounts in the post today. Payplan told me that had to refund by cheque and I asked when I would have it and they said they didn't know and would have to ask "accounts" but I'd already read your post so I told them that I'd lost a lot of faith in them and I wanted confirmation when I would receive it and she went away and came back and said it should be with me within a week. I asked what I'm supposed to do if it isn't and she got a bit shirty then and said if she'd actioned it, it would be there. I asked whether they were in financial difficulty as it has crossed my mind more than once in the last month but she said no.
Also, they have a backlog of about 1 week on their emails but that doesn't explain their rubbish customer service on the phone. If I haven't got my cheque this time next week I'll be on the phone again and I'm also distributing my own payment next month however, I'm only doing this as we have the money to clear the balance. If I didn't, I don't know what I'd but I'd be very concerned and must admit, I'd be considering phoning CCCS up.
Hope you get sorted, I've seen another post today with problems with them too, just hope I get my money back

System

I'm having similar problems with communications etc but payments are still being made although they would appear to be paid late. This seems to be a common theme. Is there anyone from Payplan on here who can shed more light on this?