robski
Member of DD Central
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Post by robski on Jul 20, 2018 8:43:26 GMT
Well today I started action with the financial ombudsman
I have a contract that has been forming now for 2 months, its its 2 month forming birthday today
RS CS a joke, can't respond clearly to simple questions
RS Complains, marginally better, but still seem to fail to understand the problem and seemingly want to cut and paste replies
I have serious concerns now about the ability of their business to deal with something going wrong. I mean 2 months to deal with a problem and seemingly have no resolution!
I wonder how many people who don't pay close attention have forming loans that are stuck, in limbo, doing nothing.
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Post by bricktop on Jul 20, 2018 16:22:33 GMT
I had a query that took longer than usual think was a week or more and it used to be a day or so. Also the response was less clear, presumably some new staff or something happening in their CS team by the sounds of it. Definitely worth keeping an eye on.
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Post by RateSetter on Jul 20, 2018 17:19:58 GMT
Well today I started action with the financial ombudsman I have a contract that has been forming now for 2 months, its its 2 month forming birthday today RS CS a joke, can't respond clearly to simple questions RS Complains, marginally better, but still seem to fail to understand the problem and seemingly want to cut and paste replies I have serious concerns now about the ability of their business to deal with something going wrong. I mean 2 months to deal with a problem and seemingly have no resolution! I wonder how many people who don't pay close attention have forming loans that are stuck, in limbo, doing nothing. Hi Robski, We're sorry to hear you have experienced a problem. We can’t identify your account from the information on this forum but we are keen to investigate and resolve the issue as soon as possible. Please could you contact our Investor Services team on 020 3142 6226 or email invest@ratesetter.com and ask for Rachel. Kind regards, Investor Services
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coogaruk
Hello everyone! Anyone remember me?
Posts: 703
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Post by coogaruk on Jul 20, 2018 17:23:12 GMT
I had a query that took longer than usual think was a week or more and it used to be a day or so. Also the response was less clear, presumably some new staff or something happening in their CS team by the sounds of it. Definitely worth keeping an eye on. Apparently they've set up customer operations in Leicester recently and have been training staff. I'm still getting a "I'll need to refer it to our tech team" from each manager I speak to about a now long-standing issue with one of my 5 year loan contracts though.
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reinvestor
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Post by reinvestor on Jul 20, 2018 18:21:45 GMT
The Leicester office will be the V****** Cr**** / Ve***** St***** office.
They will be used to dealing with irate customers who have had their car deactivated.
Good luck getting any sense from them looking at the reviews of the credit division!!
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johni
Member of DD Central
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Post by johni on Jul 20, 2018 19:10:51 GMT
Well today I started action with the financial ombudsman I have a contract that has been forming now for 2 months, its its 2 month forming birthday today RS CS a joke, can't respond clearly to simple questions RS Complains, marginally better, but still seem to fail to understand the problem and seemingly want to cut and paste replies I have serious concerns now about the ability of their business to deal with something going wrong. I mean 2 months to deal with a problem and seemingly have no resolution! I wonder how many people who don't pay close attention have forming loans that are stuck, in limbo, doing nothing. Hi Robski, We're sorry to hear you have experienced a problem. We can’t identify your account from the information on this forum but we are keen to investigate and resolve the issue as soon as possible. Please could you contact our Investor Services team on 020 3142 6226 or email invest@ratesetter.com and ask for Rachel. Kind regards, Investor Services Hi robskiYou have raised this issue on the board before amazing now you have submitted a complaint to the financial ombudsman they want to take it seriously. Hope you can get it sorted.
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robski
Member of DD Central
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Post by robski on Jul 24, 2018 12:28:19 GMT
So this was fixed today, I didn't contact RS again I just left it.
The loan is dated today and for the original amount, with no interest showing paid. (this was contrary to what CS told me would happen)
So my suspicion is that someone took the time to work out my account, as they knew I had CS and complaints numbers it shouldn't have taken too long.
I also had a few pennies in my holding account, I guess to cover the missing interest.
Based on the above I am convinced it was manual intervention. Whether this is a fluke in timing or not I will probably never know. I am quite intrigued as to whether I will get any more communication in regards this from RS.
I will pass on the views to the ombudsman when they next make contact.
For reference the amount was tiny, it wasn't really an issue to me, it was more the nonsense they were sending me as responses, they unfortunately always felt like fob off as opposed to trying to deal with what I had written.
I still like RS, its still my platform of choice.
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robski
Member of DD Central
Posts: 772
Likes: 462
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Post by robski on Aug 1, 2018 11:05:09 GMT
So I guess my last update on this. Unless something dramatic happens.
I never received any more communication from RS. So they fixed it, probably closed my complaint at the same time, yet never communicated to me at all.
I will be passing this comment along to the regulator as well, its very poor form in my view.
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