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Post by newlender on Apr 3, 2018 14:00:31 GMT
On the plus side, they do pick up the phone very quickly. Have just been told by my bank that the queue to speak to someone is 25 minutes. Communication is not one of Zopa's strong points though - a quick email explaining what is going on would be a good idea in cases like this.
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aju
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Post by aju on Apr 3, 2018 16:05:16 GMT
I think there is a bit of a lag on transactions statements does not have anything since the 30th march and there seems not to be any transactions since 30th in my invest side. Isa side seems to suggest last transaction is earlier today but i'm guessing isa side has way less data to work with.
Just checked csv statement for April and its empty, last month it was very busy at the beginning of the month. Perhaps there are quite a few processes that are lagging. Probably blew out over the weekend.Perhaps that's why it is creaking a bit.
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trium
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Post by trium on Apr 3, 2018 16:32:25 GMT
I think there is a bit of a lag on transactions statements does not have anything since the 30th march and there seems not to be any transactions since 30th in my invest side. Isa side seems to suggest last transaction is earlier today but i'm guessing isa side has way less data to work with. Just checked csv statement for April and its empty, last month it was very busy at the beginning of the month. Perhaps there are quite a few processes that are lagging. Probably blew out over the weekend.Perhaps that's why it is creaking a bit. There often is a lag on transactions - I often get home from nightshift and find last night's repayments not yet processed, but I think on this occasion no repayments are due yet so your statements for April are probably only showing disbursals. Tonight we should receive payments for last Thursday. The big one won't be until tomorrow, so I don't thing repayments have put any strain on the servers. ISA activity? Maybe.
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aju
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Post by aju on Apr 3, 2018 17:43:32 GMT
I think there is a bit of a lag on transactions statements does not have anything since the 30th march and there seems not to be any transactions since 30th in my invest side. Isa side seems to suggest last transaction is earlier today but i'm guessing isa side has way less data to work with. Just checked csv statement for April and its empty, last month it was very busy at the beginning of the month. Perhaps there are quite a few processes that are lagging. Probably blew out over the weekend.Perhaps that's why it is creaking a bit. There often is a lag on transactions - I often get home from nightshift and find last night's repayments not yet processed, but I think on this occasion no repayments are due yet so your statements for April are probably only showing disbursals. Tonight we should receive payments for last Thursday. The big one won't be until tomorrow, so I don't thing repayments have put any strain on the servers. ISA activity? Maybe. My statement for april is empty of everything. That means payments and disbursals for 1st and 2ndare not there. last month there were 97 alone on the 1st day. Not really bothered just means the dailies are about 3 days out as 31st of last month is not mentioned either but not sure if i ever get 31st stuff other than disbursals.
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cb25
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Post by cb25 on Apr 4, 2018 8:32:23 GMT
Just be thankful that the 2018/19 prefunding window has closed!  It is annoying but these things happen. Why ? -FC don't have this problem and they're probably as big as Zopa -ISA season end dates are clearly known in advance 'These things happen' only if people don't bother planning for them. I emailed Zopa to say I find it unacceptable for a financial site to be inaccessible. Fat lot of good it'll do. Zopa's reply: "Thank you for your email and I do apologise you are having problems accessing your Zopa account. We are currently experiencing a high amount of traffic. Consequently, we have implemented more resources to better cope with this. If you could please try logging in again now, you should be able to get in as normal."
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aju
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Post by aju on Jun 10, 2018 0:24:38 GMT
Down again @1:20am though, just seems like its having a lot of maintenance lately.
edit: Came back up around 4:00am (I think!)
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aju
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Post by aju on Jun 28, 2018 7:18:34 GMT
Down for mtce back in few hours, did they announce this
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benaj
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Post by benaj on Jun 29, 2018 14:38:33 GMT
To be honest, as long as Zopa collects the money from borrowers on time, I don't mind. I have 2 collections and 1 arrangement left in the Plus.
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aju
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Post by aju on Jun 29, 2018 14:39:27 GMT
Yeh I got that as well it bit interesting terminology though ...
does that mean this is going to be achieved out of hours on those days starting early Monday, although what constitutes early is beyond me. I guess this means Starting early on Monday morning and taking all of Monday Tuesday and Wednesday.
Lets hope this is not another TSB moment.
I called their contact number a moment ago, @15:01 just as I got the email but apparently their customer service team are all in a meeting. I've a call back requests but to be honest not expecting that to work if its as reliable as their call transfer that wasn't working last week. Thing is they said to me and mrs Aju in a formal complaint about last weeks debacle that they wanted to be more mindful of these things and now they have given a phone number and effectively just over 3hr notice for anyone to ring the contact number and even then no one is available on the number anyway. Talk about shoot yourself in the foot, I can't believe that zopa will have an FCA license much longer if they keep doing this stuff.
This is bank stuff as well so surely they should be a bit clearer in any information.
So my questions would be as follows
* What are the times they are expecting Zopa to be unavailable?
* What does "finish as fast as possible" mean is this really what they meant to say.
* What is a quiet time?
* What are the outage plans going forward.?
If I get a call back I will post here what this really means... the clock is ticking before they all go home @ 5pm
I can't believe that I and Mrs Aju made formal complaints last week and the admission of their lack of forsight and the fact that ours and many other comments have been passed to the highest level according to Zopa's their. Yet yet the "Head of Investor Products" had not heard this and their acceptance of last weeks very public booboo.
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Post by newlender on Jun 29, 2018 15:11:36 GMT
I thought that quiet time for financial institutions was the weekend. Natwest always do things over Saturday/Sunday night to avoid locking out their customers for too long.
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aju
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Post by aju on Jun 29, 2018 15:27:57 GMT
Ah but this is not a Bank yet ... well lets hope its not like a TSB bank ...
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aju
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Post by aju on Jun 29, 2018 16:26:38 GMT
So I managed to get through to Zopa, they rang me @16:30. I got someone I had dealt with but for me with an already outstanding complaint I requested to speak to The Complaints manager (CM) and asked all the following questions except the last one.
* What are the times they are expecting Zopa to be unavailable?
* What does "finish as fast as possible" mean is this really what they meant to say.
* What is a quiet time?
* What are the outage plans going forward.?
To be fair to the Triage team (Customer Service) were completely unaware of the new email being sent out otherwise they would not have called their Meeting this afternoon. They are trying to get more out of hours Customer Service support for these kinds of operations as well so that would be helpful if they succeed. To be honest the bank side would have to have this anyway I think. Having said that i read somewhere that one of the major banks, TSB probably, did not have adequate out of hours fraud staff during their recent troubles.
The CM has listened intently to my comments and pretty much agreed that it's not acceptable to carry out these actions without adequate and timely notices. I think they should be using the Summary/Login pages online as well as email for this too. He has committed to me to find out the answers before the process starts on Monday, hopefully today, I think he is genuinely embarrassed about all this stuff and I think they are trying to get the rest of the teams to do things in a better way.
His off record thoughts were that this would be 6:00am-8:00am on those days and not the whole day but he is trying to provide these answers.
a lot of this reminds me on an old work joke ...
"There nothing quite like good planning ... and this is nothing at all like good planning!."
or variations on a theme.
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aju
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Post by aju on Jun 29, 2018 17:17:12 GMT
If anyone is interested the the breakdown of the changes time that will occur during the site mtce next week (July 2nd-4th) the Customer Manager (CM) has given me some more details on the plans.
July 2nd - works planned to begin at 6am, scheduled to end at 8:30am
July 3rd - works planned to begin at 6am, scheduled to end at 8:30am
July 4th - works planned to begin at 6am, scheduled to end at 8:30am
The work is complex so these times could overrun depending on platform speed etc. Hopefully they have already worked this in off platform scenarios in the testing environments.l but anything could happen on the day I guess.
There will be other platform routine reports etc running earlier so I'm guessing these may have an effect on these timings etc. So I guess its exact availability time of 8:30am may be a little bit skewed.
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aju
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Post by aju on Jul 4, 2018 13:21:27 GMT
Yes i've just got that one as well. Its interesting that they say the last week of disruptions are an improvement and have gone well. It begs the question what will happen if things go more wrong than that which I have suffered over the last week. At least some members of the CS team have acknowledged that the platform has issues especially in the new security stuff that just refuses to allow one to stay logged in for very long.
I've all but given up and thankfully I don't have to worry that much more having got my last investment tranch fully lent out early yesterday. It's back to monthly monitoring issues just suckng data from the system as required - lets hope it stays up long enough for that.
Unless they have fixed it today - not this morning anyway - it will somewhat difficult for people wanting to do anything other than looking at their summary screens.
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benaj
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Post by benaj on Jul 4, 2018 14:19:37 GMT
I really don't know what the exact problem others are having, mine is working fine and even time back in June.
I wonder if this is IFISA related, because i don't have one. The sale and the withdraw also work as normal, although I only have 2 collections and one arrangement left in the zopa plus.
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It is annoying but these things happen.