HSBC and Payplan problems !

Jodiehollywood

Hello! :j

I have started a DMP with Payplan in July this year.
After a couple of months I have been able to get 8/9 creditors to accept my DMP plan all apart from HSBC who seem to be 'unaware'.

Basically at the end of August Payplan have sent out a financial statement to everybody. Within a few weeks everyone had accepted the plan and now no longer phoning me, however HSBC phoned on the 24th September to say they have not recieved anything and I am only paying small amounts to my two loans and overdraft. I explained that this is the direct debit from Payplan for my DMP and that this is all I can afford plus they have recieved a statement from PayPlan which they denied.
After being on the phone for over an hour I contacted Payplan who said they would send out another statement. Until last Friday I assumed everything was fine until HSBC phoned me again saying they have not recieved anything and want the arrears paid.

I had to talk to three people in total. I said why is it 8/9 of creditors have recieved everything but you haven't .. TWICE??
The woman said if you go into a branch with the statement then that's fine (I read on other sites people have had bad luck with this) so im not sure if it is worth it. I said I can't keep phoning everyone on my Mobile as I hqve already racked up costs for everyone in total and can't even afford extra on my bill! (I can't use my landline because my dad is unaware about my situation and would rather deal with this on my own)

I then phoned Payplan and the woman was concerned that they hadn't recieved anything on the second attempt.. She said to either get hold of a fax number or an email that we can post it to.. I then had to phone back for a 4th time asking for an email which I also wanted to send the statetment to.. The first woman wasn't helpful at all and the second time when I was passed through to internet banking I was given a financial email adress.. Posted the statement to and a covering letter and sent it. At 1:09 am this morning I recieved a reply from them saying:
Thank you for your e-mail.

At present, you are e-mailing us via our unauthenticated facility. This is secured, but our systems do not authenticate the user, preventing us from actioning or responding to any specific account related instructions or queries received this way.

Please be advised that customers who are registered for our Personal Internet Banking (PIB) can use the 'My Messages' secure messaging function located within our PIB service to discuss any account related matters.

So now I am furious! I am doing all I can to get this Damn thing to them and they won't help.

In my eyes they are avoiding it as how can they mysteriously not have two financial statements for someone?

I would be really grateful for any advice on what to do and if I is worth getting a copy to the branch for them to see?
It's doing my head in.

[Deleted User]

Sounds like registering for their Internet Banking Service may be the way to go, or into branch as they suggested.