Being messed about by StepChange, looking for TRUSTWORTHY alternatives

Super_Trouper

StepChange_Patience wrote: »

I’ll hopefully explain why we may have asked for personal details before discussing your query.

Before we’re able to discuss any accounts in more detail, for General Data Protection Regulation (GDPR) purposes (what was data protection) we have to ensure we are able to verify the information on an account first.

It also helps us to provide a tailored answer, rather than something generic which may not be of any help.

This just proves that you are not listening to what I am saying. The questions WERE GENERIC, they were BASIC questions that had NOTHING to do with me personally or my unique circumstances - they covered a very basic oversight in the application form instructions that I needed clarification on before submitting my application.

I can only say I find it interesting that I get ignored for 8 weeks, but the minute I tell others about it on a public forum, then you appear. Maybe the only way to get anything done is to make it known and warn others. Since making this thread I've received a generic "we've not received your application pack yet" email and a pestering text message, obviously complaining works.

sourcrates

Super_Trouper wrote: »

This just proves that you are not listening to what I am saying. The questions WERE GENERIC, they were BASIC questions that had NOTHING to do with me personally or my unique circumstances - they covered a very basic oversight in the application form instructions that I needed clarification on before submitting my application.

I can only say I find it interesting that I get ignored for 8 weeks, but the minute I tell others about it on a public forum, then you appear. Maybe the only way to get anything done is to make it known and warn others. Since making this thread I've received a generic "we've not received your application pack yet" email and a pestering text message, obviously complaining works.

Super Trouper,

The stepchange advisors regularly check these forums for enquiries about there service, that’s why you have been responded too.

You may want to relax the attitude a little, it doesn’t help your situation one bit.

RuthnJasper

Super_Trouper wrote: »

This just proves that you are not listening to what I am saying. The questions WERE GENERIC, they were BASIC questions that had NOTHING to do with me personally or my unique circumstances - they covered a very basic oversight in the application form instructions that I needed clarification on before submitting my application.

I can only say I find it interesting that I get ignored for 8 weeks, but the minute I tell others about it on a public forum, then you appear. Maybe the only way to get anything done is to make it known and warn others. Since making this thread I've received a generic "we've not received your application pack yet" email and a pestering text message, obviously complaining works.

To be quite frank, if this is the way you are speaking to them, I would be disinclined to help you. StepChange is a charity. They exist to help, a lot of their staff will either be low-paid or volunteers and your tone is abusive and intolerant of mistakes that can occur in any organisation.


To work in an industry that deals with people in distressing levels of debt is hard enough, but to be slammed whilst doing it is horrible. Plenty of people on here have offered you advice or suggestions. I can only say that your time would be better spent in trying to resolve your issues, rather than ranting at others. I suspect that the questions you initially refused to answer were perfectly reasonable ones, hence you have brought this set of circumstances on yourself by your truculence and self-righteous anger.


If you are not happy with StepChange then leave them be and contact one of the other organisations suggested.

Paul_DNAP

Super_Trouper wrote: »

This just proves that you are not listening to what I am saying. The questions WERE GENERIC, they were BASIC questions that had NOTHING to do with me personally or my unique circumstances - they covered a very basic oversight in the application form instructions that I needed clarification on before submitting my application.

But they were being asked by YOU as a person, and so no matter how basic they may seem, they become personal information to your situation and they need to be handled correctly. I'd say that all the phone calls are recorded / logged / retained and therefore become personally identifiable information under GDPR.

Super_Trouper

RuthnJasper wrote: »

To be quite frank, if this is the way you are speaking to them, I would be disinclined to help you.

My email to them:

Hello,

I received your DRO Application Pack a short while ago, and would be grateful if you could just clarify a couple of small points in order for me to go forward with the application:

[2 small questions]

I did use the email feedback form on your website to ask these questions, but it's been over a month now and I haven't heard anything back. I have since been informed to email you directly with my questions rather than using the feedback form as I would of course like to go ahead with the application as soon as possible.

Thank you for your help, hope to hear from you soon.

Regards

I don't know about you, but I can't think of how to be more polite, patient and gracious in the face of being ignored.

Annie35

So what's your next step ST? Have you contacted any alternatives?

Try not to let this distract you from moving forward.

Super_Trouper

Annie35 wrote: »

So what's your next step ST? Have you contacted any alternatives?

Try not to let this distract you from moving forward.

I've gathered a small list of alternatives, but all this has been too draining to go forward just yet. On top of the suicide-levels of stress because of my debt and finally getting the courage at the start of the year to start applying for a DRO, this experience has scared me. I'm worried about repercussions from StepChange in possibly delaying or blocking any application as retribution for this thread (which I could never have proof of, of couse). I can't afford the non-refundable £90 for the DRO in the first place, so when I do apply, I need to know my application was made correctly - hence my questions to them. If my application was refused because I didn't dot the i's and cross the t's, I wouldn't be able to make a second application.

sourcrates

Your application would not be submitted if it was likely to fail.

Your intermediary only submits a DRO once it ticks all the boxes, basically once submitted, it gets approved, unless you have not told the truth, or there is some other technical problem.

This is so you don’t waste your £90 fee, put your faith in your intermediary and they will not let you down.

-taff

Super_Trouper wrote: »

I'm worried about repercussions from StepChange in possibly delaying or blocking any application as retribution for this thread (which I could never have proof of, of couse). I can't afford the non-refundable £90 for the DRO in the first place, so when I do apply, I need to know my application was made correctly - hence my questions to them. If my application was refused because I didn't dot the i's and cross the t's, I wouldn't be able to make a second application.

Step Change are a charitable organisation that help people in debt, not a government funded black ops team.
I would say that your stress levels have got a bit out of hand, I can understand your frustration, but if you are only willing to use one line of communication, perhaps it's best if you look somewhere else for help. Perhaps your local CAB could help you?
I would persevere with StepChange though, and the rules for a DRO are not malleable, you need a certain level of debt, a certain level of income. If they didn't ask you what you perceive to be personla to you questions, then without knowing exactly what those questions were, it's possible they were being used to see if you had contacted them before, whether your debt level qualified you for a DRO etc.
No one asks questions just to see if you know the answers, there's always a reason.

Joa1210_2

I'm sure there wouldn't be repercussions and their job is to ensure that the application is water tight before it's submitted.
We're having a frustrating time atm but it's because it's got to be right.