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Post by dan1 on Jul 3, 2018 8:59:44 GMT
I've just received a reply to an email request sent 12 working days ago. Just a warning. My request wasn't urgent but if yours is I suggest you forget email and wait on the phone.
It's not a good sign.
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robski
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Post by robski on Jul 3, 2018 11:44:16 GMT
Interesting.
I just 15 minutes ago go a reply from Complaints sent a few days ago.
Though, they completely failed to understand I am now getting ready to go to the FCA for their incompetence
I have a loan thats now been forming for around 6 weeks.
The initial customer services person refused to acknowledge my query because I used a different email address. Some idiotic reply about not being able to comment as I used diff email, yet I had cut and pasted their own screens in my email.
The second when i confirmed my identity just sent a cut a paste reply that loans should form within 24 hours, it was over a week in forming at this point.
The third said we will fix and come back to you
I left it till now and then contacted to say within a week, i wanted either a) a refund or b) the loan fixed by Friday this week or I would have no choice but to contact FCA. Their response, "Looking at your complaint we understand your unhappy with the potential inaccurate information being shown around your loan. I have also been informed there has been some difficulties to obtain outstanding investments.
I confirm that we are still investigating your complaint and apologise for the time this is taking.
We are doing our best to resolve your complaint as quickly as possible. "
I find a loan forming for this long completely unnaceptable, yet their response is just hold on a bit longer we may get round to fixing it. I went the first month with zero feedback from them.
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coogaruk
Hello everyone! Anyone remember me?
Posts: 703
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Post by coogaruk on Jul 3, 2018 13:50:07 GMT
I now have a few minor (which could quickly become more important to me) issues stacking up at RS.
Last Friday I waited on unanswered phone for five minutes (my maximum) before hanging up. Hadn't experienced that length of delay with them before.
Maybe their CS dept. has become a tad busier in the last month or so. Can't think why
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lara
Posts: 345
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Post by lara on Jul 3, 2018 16:52:52 GMT
And I've just had a wholly unsatisfactory reply to an official complaint I made as soon as I realised what they were up to with the rolling market. Basically they just regurgitated all the propaganda from the notice. And I don't believe about 95% of it in the first place.
Ombudsman I think!
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reinvestor
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Post by reinvestor on Jul 3, 2018 17:27:32 GMT
Please see the “in the news” thread if you haven’t already.
I’m concerned about the direction RS are going in.
They are my one and only foray into P2P as I viewed them to be the safest and most straightforward of the sharks.
I may be wrong in having that view.
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coogaruk
Hello everyone! Anyone remember me?
Posts: 703
Likes: 463
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Post by coogaruk on Jul 4, 2018 13:46:52 GMT
Well, today I telephoned to discuss an ongoing issue with one of my 5-year contracts (the eagle-eyed among you might have seen this mentioned on another thread) and one or two other issues that have cropped up more recently.
My call was answered quicky this time but after (re)explaining the 5-year problem to yet another different operative and waiting several minutes having been put on hold, I was cut off. So didn't get a chance to discuss the other stuff.
I immediately phoned back to be confronted with the "all our operatives are busy" recorded message. I left a message for a call-back as suggested. That was more than an hour ago and I have heard nothing.
Methinks this thread might benefit from a bit of a renaming!
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Post by GSV3MIaC on Jul 4, 2018 14:35:14 GMT
/mod hat off
Something along the lines of ..
'Ratesetterfixer .. "We serves you right"' ? 8>.
(I left some time since, but still watch the train crash with interest). Westonkev must be delighted to not be required to try to explain any of this away ..
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coogaruk
Hello everyone! Anyone remember me?
Posts: 703
Likes: 463
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Post by coogaruk on Jul 4, 2018 14:55:29 GMT
I was thinking more along the lines of (lack of) Customer Services as a title for this thread.
Having said that, I am pleased to report that I did eventually receive a callback and that having literally just got off the phone to them am left feeling that some progress was made.
It's all sent to try us, I guess.
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Post by erniec on Jul 4, 2018 16:58:34 GMT
I currently have a simple query about setting up an auto withdrawal (which doesn’t seem to be working) that I emailed about last Monday at 10am. Over 9 days and counting with a suggested, we are busy, 5 day wait time.
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coogaruk
Hello everyone! Anyone remember me?
Posts: 703
Likes: 463
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Post by coogaruk on Jul 4, 2018 17:10:35 GMT
I currently have a simple query about setting up an auto withdrawal (which doesn’t seem to be working) That was one of my issues and it got sorted over the phone immediately at point I first mentioned it. Not tried it yet but can confirm it appears to have been set up during call.
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Post by yorkman on Jul 4, 2018 22:06:49 GMT
I complained about the new terms for Rolling being applied retrospectively but they totally failed to see the point I was making. I replied to this effect and they just repeated their answer. It's as though instead of actually reading emails they have an automatic bot that picks out key works and reiterates an FAQ.
As an aside, some years ago, finding it hard to get past recruitment consultants when applying for vacancies in IT, I took to adding spurious 'facts' in a white very small font on my emailed CV which made said facts invisible to the naked eye. This served to prove that my CV was not being read by a human as I received job offers for work with software that I had no knowledge of whatsoever, save being able to spell the name for my hidden 'facts'. The replies I get from Ratesetter give me a distinct feeling of deja vu.
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Post by erniec on Jul 5, 2018 11:48:19 GMT
I currently have a simple query about setting up an auto withdrawal (which doesn’t seem to be working) that I emailed about last Monday at 10am. Over 9 days and counting with a suggested, we are busy, 5 day wait time. Had a useless response today. Apparently I need to supply a bank statement to validate my bank account!!! Needless to say, I have asked why this is necessary for an automated withdrawal to my registered bank account and not for the many manual withdrawals I’ve made to the same registered bank account.
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Post by erniec on Jul 5, 2018 13:25:44 GMT
I currently have a simple query about setting up an auto withdrawal (which doesn’t seem to be working) that I emailed about last Monday at 10am. Over 9 days and counting with a suggested, we are busy, 5 day wait time. Had a useless response today. Apparently I need to supply a bank statement to validate my bank account!!! Needless to say, I have asked why this is necessary for an automated withdrawal to my registered bank account and not for the many manual withdrawals I’ve made to the same registered bank account. Following my response, they were miraculously able to validate my registered bank account on their systems and I have been able to set up an auto withdrawal.
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Post by biscuit on Jul 7, 2018 13:46:06 GMT
And I've just had a wholly unsatisfactory reply to an official complaint I made as soon as I realised what they were up to with the rolling market. Basically they just regurgitated all the propaganda from the notice. And I don't believe about 95% of it in the first place. Ombudsman I think! At least you had a proper reply, I lodged a complaint about the same issue on the 7th Jul, it's been acknowledged but apparently they require up to 8 weeks to properly respond before allowing me to escalate the matter to the FCA. Only another 4 weeks to go. With all the unnecessary waiting, as they already know exactly what their response will be, I'm wondering if maybe like the tax certs I'll get an "enhanced response" possibly in a nice font. Biscuit
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lara
Posts: 345
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Post by lara on Jul 7, 2018 14:14:09 GMT
And I've just had a wholly unsatisfactory reply to an official complaint I made as soon as I realised what they were up to with the rolling market. Basically they just regurgitated all the propaganda from the notice. And I don't believe about 95% of it in the first place. Ombudsman I think! At least you had a proper reply...
Yeah, but it was not a good one! I'd rather still be waiting, then at least there would still be hope of being taken seriously!
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