rogerthat
Member of DD Central
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Post by rogerthat on May 30, 2018 11:54:50 GMT
Me..."Morning..afternoon even..can you tell me why FS have issued a 5th loan to Anglesey Lodge when prior loans are into the 200days + without interest being paid? or in one of my loans, not even an update (on 208) days "
FS..."Morning * one moment and I will take a look "
Me...'2502168101...225 days ...2067616420...208 days (no update)'
Long pause...………
FS..."Sorry * the person in charge of this loan is working out of the office today and I have just tried to call them and find our information however I was unsucessful. I will send them a message and request for an update with more details for what is happening with the original loans "
Me..."I don't really know what to say..ok *..thanks "
FS..."I know, I am sorry *...would prefer to have the answers then to have nothing to say to you"
If FS think the above response is acceptable either as an answer or from a professional POV then they are deluded. Neither is it a one off. Totally unacceptable. Unless things change and quickly, the end result is a foregone conclusion.
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james21
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Posts: 651
Likes: 669
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Post by james21 on May 30, 2018 11:59:13 GMT
Me..."Morning..afternoon even..can you tell me why FS have issued a 5th loan to Anglesey Lodge when prior loans are into the 200days + without interest being paid? or in one of my loans, not even an update (on 208) days " FS..."Morning * one moment and I will take a look " Me...'2502168101...225 days ...2067616420...208 days (no update)' Long pause...……… FS..."Sorry * the person in charge of this loan is working out of the office today and I have just tried to call them and find our information however I was unsucessful. I will send them a message and request for an update with more details for what is happening with the original loans " Me..."I don't really know what to say..ok *..thanks " FS..."I know, I am sorry *...would prefer to have the answers then to have nothing to say to you" If FS think the above response is acceptable either as an answer or from a professional POV then they are deluded. Neither is it a one off. Totally unacceptable. Unless things change and quickly, the end result is a foregone conclusion. he did update some before 09:00 today so presumably worked from home or was in the office early then went out. I too have had the same response "out of the office" on previous occasions on live chat. Pretty poor show FS (as you know)
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Monetus
Member of DD Central
Posts: 1,179
Likes: 2,961
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Post by Monetus on May 30, 2018 12:54:41 GMT
Customer service at FS has reached a new low recently. The Live Chat is customer service sans "service" and is now pointless. I’d personally rather they did away with it completely and replaced it with a properly-staffed ticket email system as it achieves absolutely nothing these days. I’m not sure I’ve had a straight answer in the past 6 months. It’s always: “The person in charge of this loan is out of the office today but I’ve passed your message on and when we have an update it will be posted on the loan”. Repeat ad nausem. Whoever is managing the loan book (and to me it feels like a single person) clearly has a huge task on their hands with the rising level of defaults and late loans. The loan management/recovery department (if there even is one) is clearly severely understaffed and a large amount of loans just seem to "slip through the FS net" without updates at all. How can we possibly trust a company with our money that doesn't proactively make contact/chase borrowers at the end of their loan agreements? It beggars belief! It's pretty clear that fundingsecure should focus less on new loan origination for a while and start devoting some additional resources to looking after the existing loan book properly. Right now it’s a complete shambles and even loyal investors from the beginning are starting to take notice of the recent decline in customer service and large increase in late loans judging by recent Trustpilot reviews. Just how bad are things going to have to get for fundingsecure to actually do something to improve the situation? |
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r00lish67
Member of DD Central
Posts: 2,692
Likes: 4,048
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Post by r00lish67 on May 30, 2018 12:55:30 GMT
Me..."Morning..afternoon even..can you tell me why FS have issued a 5th loan to Anglesey Lodge when prior loans are into the 200days + without interest being paid? or in one of my loans, not even an update (on 208) days " FS..."Morning * one moment and I will take a look " Me...'2502168101...225 days ...2067616420...208 days (no update)' Long pause...……… FS..."Sorry * the person in charge of this loan is working out of the office today and I have just tried to call them and find our information however I was unsucessful. I will send them a message and request for an update with more details for what is happening with the original loans " Me..."I don't really know what to say..ok *..thanks " FS..."I know, I am sorry *...would prefer to have the answers then to have nothing to say to you" If FS think the above response is acceptable either as an answer or from a professional POV then they are deluded. Neither is it a one off. Totally unacceptable. Unless things change and quickly, the end result is a foregone conclusion. he did update some before 09:00 today so presumably worked from home or was in the office early then went out. I too have had the same response "out of the office" on previous occasions on live chat. Pretty poor show FS (as you know) In most cases, IMV, it's quite right that FS (or any platform) shouldn't be giving any truly interesting information on specific loans direct by 1-1 livechat requests. If they were, that information could potentially be used to the advantage of those individuals, often either by buying or selling affected tranches based upon the information given. However, FS could just drop the nonsense "oh guess what, the loan owner is out to lunch/meeting/tea/gone home" and explicitly state that they've acknowledged that you would like an update, and that's it - the loan will be updated when it's updated.
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james21
Member of DD Central
Posts: 651
Likes: 669
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Post by james21 on May 30, 2018 13:47:44 GMT
could an administrator please put the last half dozen posts into a more appropriate discussion topic please, they are important but will get lost under G*sp*ort?
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rogerthat
Member of DD Central
Posts: 2,048
Likes: 1,994
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Post by rogerthat on May 30, 2018 13:52:06 GMT
he did update some before 09:00 today so presumably worked from home or was in the office early then went out. I too have had the same response "out of the office" on previous occasions on live chat. Pretty poor show FS (as you know) In most cases, IMV, it's quite right that FS (or any platform) shouldn't be giving any truly interesting information on specific loans direct by 1-1 livechat requests. If they were, that information could potentially be used to the advantage of those individuals, often either by buying or selling affected tranches based upon the information given.However, FS could just drop the nonsense "oh guess what, the loan owner is out to lunch/meeting/tea/gone home" and explicitly state that they've acknowledged that you would like an update, and that's it - the loan will be updated when it's updated. I understand where you're coming from but what is the point of live chat, or in fact any contact at all, when FS are inviting lenders to invest in a subsequent loan that they have already invested in (which I have) if prior loans which are way overdue, haven't had the interest paid ? Don't I have the right to ask why that is or attempt to do due diligence to assess whether the risk is unacceptable or not or would you suggest accepting platitudes like the above and throwing good money after (potentially) bad ?
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r00lish67
Member of DD Central
Posts: 2,692
Likes: 4,048
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Post by r00lish67 on May 30, 2018 14:07:08 GMT
In most cases, IMV, it's quite right that FS (or any platform) shouldn't be giving any truly interesting information on specific loans direct by 1-1 livechat requests. If they were, that information could potentially be used to the advantage of those individuals, often either by buying or selling affected tranches based upon the information given.However, FS could just drop the nonsense "oh guess what, the loan owner is out to lunch/meeting/tea/gone home" and explicitly state that they've acknowledged that you would like an update, and that's it - the loan will be updated when it's updated. I understand where you're coming from but what is the point of live chat, or in fact any contact at all, when FS are inviting lenders to invest in a subsequent loan that they have already invested in (which I have) if prior loans which are way overdue, haven't had the interest paid ? Don't I have the right to ask why that is or attempt to do due diligence to assess whether the risk is unacceptable or not or would you suggest accepting platitudes like the above and throwing good money after (potentially) bad ? Firstly, I think SteveT gave you the answer to your question a few posts above on this thread. Second, yep you absolutely have the right to ask and be answered - my point is just that there are some (many) pieces of information which platforms should be giving to all lenders at once. I don't think Livechat is a very effective facilitator for that, hence why it's such a frustrating experience for all of us as 99% of our questions are batted away. We might as well just have an email inbox, and be done with it, reserving LC for admin password/deposit/withdrawal/tech enquiries only. Which is what it effectively is now, except for SteveT's magic 
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Monetus
Member of DD Central
Posts: 1,179
Likes: 2,961
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Post by Monetus on May 30, 2018 18:25:09 GMT
could an administrator please put the last half dozen posts into a more appropriate discussion topic please, they are important but will get lost under G*sp*ort? I agree this could be a good idea as there are some important general points raised. Perhaps it's better if we took these posts and put them into a new topic "FS Customer Service" or "FS Live Chat Discussion" or something similar? Could a mod make this happen please if it's OK with them?
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Post by dan1 on May 30, 2018 19:45:20 GMT
/Mod hat on I've moved several posts discussing customers services/live chat. If I've missed any or you'd like any moved back then please report the posts, thanks! Tagging james21 and Monetus. |
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