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Post by Duane Dibley on Sept 28, 2014 18:26:11 GMT
Is it me? Seriously, is it me?
Am I the only one to have problems with with the SM? It seems that every time I use it there's an issue, the wrong initial interest added, incorrect final interest, missing capital, every time there seems to be something. It can't just be me surely. Is it?
The latest instance goes right back to the beginning of the month. On the 3rd September I put a £100 unit of PBL 1 up for sale, nice and straightforward, the next day it had sold, so far so good I hear you say, but no £100 appearing in my balance, oh no I hear you say where is it? Where indeed, God only knows.
There's more, four days later £19.12 is credited to my account. What? £19.12? That can't be right can it? Yes £19.12. Nineteen pounds and twelve new pence. Where's that come from? No idea. £19.12? £19.12?? Really? Where's the missing £80.88? I give up.
As per usual emails are ignored and the £80.88 still hasn't turned up.
So someone please put me out my misery and for my long-term sanity please tell me it's not just me, that I'm not alone, say it ain't so Joe, say it ain't so.
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ramblin rose
Member of DD Central
“Some people grumble that roses have thorns; I am grateful that thorns have roses.” — Alphonse Karr
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Post by ramblin rose on Sept 28, 2014 18:49:10 GMT
Duane Dibley - what does it say in your statement about the £19.12 ? Maybe that was nothing to do with your £100. I do occasionally have money not appearing for one or other of my sold loan units, but an email to support@savingstream.co.uk has always got it sorted really quickly in my case.
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Liz
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Post by Liz on Sept 28, 2014 18:52:45 GMT
I have sold about 15 loan parts and yet to have a problem. Im sure SS will sort it, but I would be cheesed off too.
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Post by savingstream on Sept 29, 2014 8:33:00 GMT
Dear Duane Dibley, very sorry to hear of your woes, however there must be an issue with your method of contact as this is the first time we have been notified of your issue. Please email us at support@savingstream.co.uk or use our contact form to report any account issues in future. |
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Post by Deleted on Oct 3, 2014 11:09:35 GMT
I've had a recent problem with selling a loan part. Went to put a small slice of a loan up for sale (£100) and after I clicked to confirm I got a blank screen. When I went back into SS, I found out my live loans amount had been reduced by the right amount (as had the interest figure showing) but the part for sale hadnt gone into selling/sold loan parts - so my money seems to have vanished into cyberspace.
Has anyone else had this happen? Is it a known glitch with the website or a one off?
I raised this with SS yesterday , waiting on a response but hopefully they can get it sorted.
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wysiati
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Post by wysiati on Oct 3, 2014 11:41:00 GMT
I've had a recent problem with selling a loan part. Went to put a small slice of a loan up for sale (£100) and after I clicked to confirm I got a blank screen. When I went back into SS, I found out my live loans amount had been reduced by the right amount (as had the interest figure showing) but the part for sale hadnt gone into selling/sold loan parts - so my money seems to have vanished into cyberspace. Has anyone else had this happen? Is it a known glitch with the website or a one off? I raised this with SS yesterday , waiting on a response but hopefully they can get it sorted. This is not an isolated incident. I recently attempted to put a portion of a loan part on sale. Instead a higher value amount was taken but I too got the blank screen and received no conformation email of the loan part being put on sale. I was able to see what had happened only be looking at the loans page where there had been no other portions of that loan available for sale. The loan part then duly disappeared (presumably sold) but there has been no credit back to my account. I have experienced other similar incidents before. There appears to be an ongoing problem with the platform and it concerns me that other transactions may not be handled correctly. Does the problem extend to interest payments as well I wonder? How many other users have been short changed and/or are simply oblivious? There does appear to be some unaccounted for £ value leakage from my account total but unravelling and proving anything is more difficult than on some other platforms. Regrettably, until I can have more confidence in the handling of transactions (like many others I do not have time to manually monitor every sale transaction, for example) my fledgling savingstream experiment will be winding down and will not move to the next level.
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Post by pepperpot on Oct 3, 2014 11:46:47 GMT
Had exactly the same issue just after midnight on mon/tue, website froze temporarily and when I navigated to the dashboard all looked in order, but the part didn't get to my selling/sold list, and no email. Raised with SS yesterday morning and was sorted within the hour. Their response;
Yes there was an issue with loan parts being put up for sale last night.
We have now reinstated the missing £xxx as a sold loan part and credited your account with these funds.
We apologise for this inconvenience.
As usual, customer service was excellent.
Also, there has been a known issue with some emails going astray, so I only use the contact us form on the 'not signed in' part of the site. Hope you get it sorted, and are not put off by it!
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oldgrumpy
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Post by oldgrumpy on Oct 3, 2014 11:52:23 GMT
savingstream Are you checking your system such errors for everybody's accounts when these issues arise, or are you just waiting for individual savers to notice and ask you their question, then dealing just with them?
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wysiati
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Post by wysiati on Oct 3, 2014 12:16:49 GMT
savingstream Are you checking your system such errors for everybody's accounts when these issues arise, or are you just waiting for individual savers to notice and ask you their question, then dealing just with them? The latter, it seems. I was told that if I find any more errors then they will be investigated. There was no mention of any fix being developed. Even if the platform provider is efficient at resolving errors spotted by users I doubt that they will all have been noticed and surely it is for the platform provider to ensure that its handling of financial transactions is accurate in the first instance, rather than shifting the burden on to the user to spot errors and so seemingly abrogating some of its responsibilities?
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star dust
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Post by star dust on Oct 3, 2014 12:20:20 GMT
I have experienced this exact same incident before, and am currently waiting for a fix for a re-occuracne last night. SS gave quick response saying will be 'out of office' but will sort out on return later pm. I am sure most people will notice as funds from loan parts sold simply don't turn up in your account. SS normally sort this very quickly, but I don't know if you leave it whether the funds would eventually turn up anyway.
It cannot be in SS's long term interests to be responding to individual emails and problems or getting 'flack' on the forum; so I am sure they will be trying to fix the bug. I just hope they do it sooner rather than later as they've had other 'stuck' sale issues before. I too will be pleased when I can desist from having to monitor my sales so closely.
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star dust
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Post by star dust on Oct 3, 2014 12:53:27 GMT
Think lots of system bugs in relatively small companies like these get flagged up by users. You've only got to start reading threads on a few other sites to see that! I'm grateful to AC users for spotting the accruing interest rate anomalies, because I don't do enough monitoring there to notice for example. Some of these issues are almost inevitable in organisations that are newish and expanding / evolving, even established ones get 'new' problems occasionally normally as an un intended consequence of a change to something else.
What matters most to me is how these are dealt with. SS in my experience are very responsive, maybe not the fastest at sorting out the underlying bug, but it does usually get resolved eventually. While this continues to be the case I'm still prepared to 'cut them some slack'.
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Post by Deleted on Oct 3, 2014 13:00:18 GMT
Many thanks for the replies. It is reassuring to know I am not alone, though not reassuring this was not a one off glitch.
I emailed them yesterday morning right after it happened and I followed it up by using the contact form yesterday afternoon but have yet to receive a reply. It's good that others have had a more speedy response.
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jonno
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nil satis nisi optimum
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Post by jonno on Oct 3, 2014 13:01:14 GMT
I've had a recent problem with selling a loan part. Went to put a small slice of a loan up for sale (£100) and after I clicked to confirm I got a blank screen. When I went back into SS, I found out my live loans amount had been reduced by the right amount (as had the interest figure showing) but the part for sale hadnt gone into selling/sold loan parts - so my money seems to have vanished into cyberspace. Has anyone else had this happen? Is it a known glitch with the website or a one off? I raised this with SS yesterday , waiting on a response but hopefully they can get it sorted. I had exactly the same problem with a loan part sale yesterday.I've e-mailed SS this morning but not had a response yet.At least I now know i'm not alone  Cross posted.I used the contact form.
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Post by Deleted on Oct 3, 2014 13:33:22 GMT
It happened to me at approx 10.30am yesterday morning (Thurs 2 Oct) and I emailed SS about it right afterwards, then followed it up with the Contact Form in the afternoon when my email hadn't been replied to. Given some of my money has disappeared due to an IT/system fault I'm just a bit disappointed not to have received some sort of response from SS by now.I was expecting to hear back yesterday and now it's mid PM the following day and still nothing.
I just got a blank white screen after confirming I wanted to sell my loan part. I didn't get the usual email confirming the loan part sale but the value of my holding was reduced by the amount I wanted to sell, as was my interest figure showing against that loan.Still no sign of the amount under Selling/Sold Loan parts.
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star dust
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Post by star dust on Oct 3, 2014 13:43:16 GMT
It happened to me at approx 10.30am yesterday morning (Thurs 2 Oct) and I emailed SS about it right afterwards, then followed it up with the Contact Form in the afternoon when my email hadn't been replied to. Given some of my money has disappeared due to an IT/system fault I'm just a bit disappointed not to have received some sort of response from SS by now.I was expecting to hear back yesterday and now it's mid PM the following day and still nothing. I believe they are currently 'out of office' due back late pm. I'm sure they'll respond then. They are a small team and. I've had replies at odd times, late pm, early am weekends e t&c before.
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