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Post by bagsy on May 8, 2018 7:01:58 GMT
What concerns me about all this is if you don't keep a regular monitor of what your balances are at any point then how would you know that money has gone 'missing' and also how can you now be assured that the correct interest is being applied and recorded. Doesn't give a warm glow about the platform that's for sure.
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puddleduck
Member of DD Central
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Post by puddleduck on May 8, 2018 7:15:25 GMT
I think it's worth putting in a formal complaint about the issues people are reporting - it's pretty shambolic.
I've checked and it's now been 7 days since any SM purchases for me - the system is obviously slow, but I can see no realistic scenario where it can take 7 days! This looks a like a broken process to me, especially with peoples balances being affected.
I'm not one for generally complaining but FCA regulated companies do have a Complaints procedure, and I think these issues need to be escalated more formally, rather than just posting on a forum.
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Post by chris on May 8, 2018 7:44:42 GMT
I think it's worth putting in a formal complaint about the issues people are reporting - it's pretty shambolic. I've checked and it's now been 7 days since any SM purchases for me - the system is obviously slow, but I can see no realistic scenario where it can take 7 days! This looks a like a broken process to me, especially with peoples balances being affected. I'm not one for generally complaining but FCA regulated companies do have a Complaints procedure, and I think these issues need to be escalated more formally, rather than just posting on a forum. Every loan has been processed in the last 24 hours, the average is around 12 - 14 hours at the moment. If you haven't seen any sales in as long as 7 days then there's a separate problem specific to your account. Let the lender desk know so they can collate any complaints and pass them through to the relevant people. The more specific the detail the more likely we'll be able to track it down - for instance rather than say "Not bought anything in 7 days" if you can report a specific loan that shows as having availability, where you have an instruction, where the market is open, and where you have idle funds. The developers need re-creatable issues to investigate and test they've fixed things.
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trium
Member of DD Central
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Post by trium on May 8, 2018 8:04:37 GMT
I do get bouts of stickiness but my bids have been getting filled quite quickly lately. I placed one around 5.30 this morning and it went through an hour later, and one last night went through at 3.30 am. In the last 7 days all my bids (against available funds) have been met fairly promptly.
As for the "missing" cash issue, people do seem to get incredibly stressed! The timing was unfortunate as the problem could not be quickly addressed but I'm confident it will soon be sorted and I'm not really terribly het up about it.
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Post by davee39 on May 8, 2018 8:08:36 GMT
My reports/balance this morning is correct, and shows the same value as yesterday. I suspect this is a cash account balance, whereas the incorrect reading on the dashboard is a loan total balance. I look forward to an early fix.
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cb25
Posts: 3,528
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Post by cb25 on May 8, 2018 8:36:02 GMT
Just picked up on this. Looks like an error on the ledger, and therefore the repayments tab on the loan, which has caused loan's balance to be incorrect, leading to everyone's loan units to be wrongly valued. I've temporarily suspended trading on the loan to prevent the situation getting worse and notified the director able to investigate and fix the problem. However given the timing and the probable need to get several people involved I don't know how long the fix will take. I do know that we'll automatically correct errors for everyone so that no one misses out. There's also a new loan model being built that will retain the existing model's flexibility but eliminate it's brittleness. This is a few weeks away still but is the long term solution to stopping these ledger errors occurring. Any news on this chris - my dashboard balance is still showing about £800 less than expected and roughly same amount as shown in Reports/Balance statement ?
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Post by chris on May 8, 2018 8:41:30 GMT
Just picked up on this. Looks like an error on the ledger, and therefore the repayments tab on the loan, which has caused loan's balance to be incorrect, leading to everyone's loan units to be wrongly valued. I've temporarily suspended trading on the loan to prevent the situation getting worse and notified the director able to investigate and fix the problem. However given the timing and the probable need to get several people involved I don't know how long the fix will take. I do know that we'll automatically correct errors for everyone so that no one misses out. There's also a new loan model being built that will retain the existing model's flexibility but eliminate it's brittleness. This is a few weeks away still but is the long term solution to stopping these ledger errors occurring. Any news on this chris - my dashboard balance is still showing about £800 less than expected and roughly same amount as shown in Reports/Balance statement ? It's currently being worked on, will be resolved today but we need to be careful and test thoroughly.
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cb25
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Post by cb25 on May 8, 2018 8:43:05 GMT
Just been in contact with Mel via livechat - they're aware of a problem with the dashboard and it's with the IT department. I left my email address so I'll get an update on it later.
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registerme
Member of DD Central
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Post by registerme on May 8, 2018 9:24:35 GMT
Just been in contact with Mel via livechat - they're aware of a problem with the dashboard and it's with the IT department. I left my email address so I'll get an update on it later. I won't pester them about it then  .
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Post by brummiefred on May 8, 2018 9:42:17 GMT
Lost all funds in QAA chris |
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Post by chris on May 8, 2018 9:43:40 GMT
Lost all funds in QAA chris Can you contact customer services please. This doesn't give me anything to go on - they can take your details, see if others are affected, and direct your enquiry to the right people internally.
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Post by brummiefred on May 8, 2018 9:54:42 GMT
Sorry my error, seems I've bought something that is not on the running spreadsheet and which I don't recall. chris |
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cb25
Posts: 3,528
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Post by cb25 on May 8, 2018 12:41:19 GMT
Just been in contact with Mel via livechat - they're aware of a problem with the dashboard and it's with the IT department. I left my email address so I'll get an update on it later. I won't pester them about it then . Haven't had an email from AC, but my dashboard balance ('Your Total Investment') now appears correct. GBBA1 has increased by approx. £530, GBBA2 by £90, MLA by £140
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michaelc
Member of DD Central
Say No To T.D.S.
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Post by michaelc on May 8, 2018 13:24:40 GMT
Mine also appears back to normal. I hope chris or his boss will give investors a proper explanation of what happened. If not, I'm sure someone make the FCA aware. |
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registerme
Member of DD Central
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Post by registerme on May 8, 2018 13:29:43 GMT
hmm my totals look correct as of prior to when the problem occurred, but that also implies that I've received zero interest since, which I find hard to believe. I suspect they've still got some work to do.
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