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Post by bikeman on Aug 3, 2017 19:14:11 GMT
I am finding that GA customer services often fail to respond to enquiries and if they do it often takes more than a week to do so.
If I ask awkward questions I often get no response.
They don't diversity their lending much, most of my investment in the GEIA account is in 3 loans and now one of them is suspended from trading.
I'm not very impressed with GA and I'm thinking of moving on if I can actually get hold of my investment.
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Post by Ton ⓉⓞⓃ on Aug 3, 2017 22:02:32 GMT
I am finding that GA customer services often fail to respond to enquiries and if they do it often takes more than a week to do so. If I ask awkward questions I often get no response. They don't diversity their lending much, most of my investment in the GEIA account is in 3 loans and now one of them is suspended from trading. I'm not very impressed with GA and I'm thinking of moving on if I can actually get hold of my investment. Does GA stand for Green Account? Or General Accounts? What is the awkward question? If there was more diversity I would invest more in it.
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gibmike
Member of DD Central
What is a cynic? A man who knows the price of everything and the value of nothing.
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Post by gibmike on Aug 3, 2017 22:10:46 GMT
I am finding that GA customer services often fail to respond to enquiries and if they do it often takes more than a week to do so. If I ask awkward questions I often get no response. They don't diversity their lending much, most of my investment in the GEIA account is in 3 loans and now one of them is suspended from trading. I'm not very impressed with GA and I'm thinking of moving on if I can actually get hold of my investment. Do you mean AC customer services? Try giving them a call. Always answered the phone to me and never had an issue with getting answers to any of my questions. Mike
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ptr120
Member of DD Central
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Post by ptr120 on Aug 4, 2017 6:30:12 GMT
I tried to open an account with them first thing yesterday, but failed the automatic ID check. I emailed them to ask what needed to be done - not a very hard question - but haven't had a response.
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m2btj
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Post by m2btj on Aug 4, 2017 7:45:35 GMT
I tried to open an account with them first thing yesterday, but failed the automatic ID check. I emailed them to ask what needed to be done - not a very hard question - but haven't had a response. Email seems to be the option of choice these days & in-boxes get full to bursting point. If you haven't heard by midday I'd give them a call...that usually does the trick!
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Post by stuartassetzcapital on Aug 4, 2017 12:42:21 GMT
We have ensured we have a particularly well staffed customer service desk and would encourage a quick call - we will actually answer the phone and assist which is novel in this day and age !
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ilmoro
Member of DD Central
'Wondering which of the bu***rs to blame, and watching for pigs on the wing.' - Pink Floyd
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Post by ilmoro on Aug 4, 2017 13:28:29 GMT
We have ensured we have a particularly well staffed customer service desk and would encourage a quick call - we will actually answer the phone and assist which is novel in this day and age ! Fantastic, but perhaps as a courtesy to those who mistakenly decided to use email could the well staffed customer service desk put the phone down for a moment and provide the update to the query about the admitted AC 30DAA error that now is two weeks past the promised date (chaser also ignored).
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Post by Butch Cassidy on Aug 4, 2017 13:53:36 GMT
We have ensured we have a particularly well staffed customer service desk and would encourage a quick call - we will actually answer the phone and assist which is novel in this day and age ! Very admirable & no doubt very useful for urgent enquiries & those with access to a phone during office hours, however e-mail may suit other investors or might I even suggest loan Q&A may be a more suitable channel for certain queries & whilst ever AC offer these alternate services I simply don't understand why they can't be given equally attentive answers. If AC have decided they are no longer useful then simply remove them so investors are in no doubt where to seek answers.
Clear, honest & accurate communication is an essential attribute for a platform like AC to build the trust & confidence of investors whereas deleting questions & providing less than accurate explanations to perfectly reasonably enquiries just propagates suspicion & mistrust, see the "irrelevant questions" thread for examples of the frustration that investors feel when they are ignored or misled.
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Post by bikeman on Aug 4, 2017 15:20:21 GMT
Does GA stand for Green Account? Or General Accounts? No sorry I should have proofread before sending, I meant to type AC.
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Post by bikeman on Aug 4, 2017 15:22:18 GMT
We have ensured we have a particularly well staffed customer service desk and would encourage a quick call - we will actually answer the phone and assist which is novel in this day and age ! I tend to use email during working hours as getting privacy when I am at work is difficult. Also I do like to get answers in writing so I can mull the response over. And dare I say it's not unusual for some cust svces staff to start winging it in phone calls.
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Post by stuartassetzcapital on Aug 4, 2017 18:48:18 GMT
I asked and two things which won't be helping - combination of sickness and holiday season. We prioritize calls as not answering the phone isn't good and catch up on emails in between and normally these are always in the 3 day SLA to the customer service desk. The 30DAA questions have more complex answers and are being worked through asap, apologies for the delay. Also worth checking your spam folders as this seems to be the number one reason for people not getting replies.
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Post by bikeman on Aug 4, 2017 19:42:26 GMT
I am finding that GA customer services often fail to respond to enquiries and if they do it often takes more than a week to do so. If I ask awkward questions I often get no response. They don't diversity their lending much, most of my investment in the GEIA account is in 3 loans and now one of them is suspended from trading. I'm not very impressed with GA and I'm thinking of moving on if I can actually get hold of my investment. What is the awkward question? I received and email from AC informing me that I had made a buy instruction in the MLIA which couldn't be fulfilled. I never made any buy instruction so I asked AC to investigate. It doesn't inspire confidence.
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Post by stuartassetzcapital on Aug 5, 2017 8:15:40 GMT
bikeman Please could you call customer service on Monday - as per the other thread you posted and the kind answer from SteveT it sounds like you manually entered a negative sell order in the MLIA. In case that is what you did, you cannot manually sell individual loan investments made by the automated accounts. I will leave you in their good hands.
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SteveT
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Post by SteveT on Aug 5, 2017 8:28:55 GMT
bikeman Please could you call customer service on Monday - as per the other thread you posted and the kind answer from SteveT it sounds like you manually entered a negative sell order in the MLIA. In case that is what you did, you cannot manually sell individual loan investments made by the automated accounts. I will leave you in their good hands. Now lenders can view their managed account loan holdings (previously hidden inside the "black box"), I suspect this may be a recurring issue. Why not tweak the interface so that, when clicking through to a loan from the GEIA loan holdings report (for example), the normal "Manual Investment" box is replaced by a message along the lines of "You cannot place Buy or Sell orders for individual loans in your GEIA. Click here if you wish instead to place a manual order in your MLIA"
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Post by stuartassetzcapital on Aug 5, 2017 10:45:17 GMT
Very good point and frankly should have been thought of already ! Have requested a ticket be opened.
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