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Post by andrewholgate on Dec 2, 2014 8:19:07 GMT
I know there are a number of comments about how the new site is working. Many are the same issue just re-hashed in a different guise. The constantly growing thread of the same problem rehashed is becoming confused and hard to follow. The team are focused on sorting out the issues but are getting lost in the "I'm going to add my twopenneth" type comments on the threads.
In order to collate all the on going concerns, rather than read, re-read and re-re-read all the threads, can I ask the following.
Put your concern down on email detailing the problem. When I say detail, I don't mean "This doesn't add up" I mean "I put in X on yyyy and bought z. This showed here but since then....." We need the all detail to find the problem.
Can you include screen grabs where possible.
Email mark.wardrop@assetzcapital.co.uk As our COO he will be coordinating the prioritisation of the issues.
AC will no longer post responses within the threads as it is getting too confusing. We will only respond to concerns sent through the proper channels. Resolutions and changes to the site will be posted on the changelog thread
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Post by batchoy on Dec 2, 2014 8:45:35 GMT
andrewholgateMore importantly AC need to publicly acknowledge issues in a central point so that people can see if AC know about an issue, have accepted that there is an issue and are working on a solution. For example it is unclear if AC have accepted that there is a fundamental issue with statements, if they are working on a solution or not and what the time scales might be for a solution. This issue has been raised continuously on the forum since 22nd October and was the subject of a formal complaint through the formal channel for complaints and remains unaddressed. It should be noted that this formal complaint was submitted on the 4th November which means that today is the 28th day since submission and thus since AC have failed to respond the complaint will be escalated to the relevant authorities in the next couple of days.
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bigfoot12
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Post by bigfoot12 on Dec 2, 2014 9:34:08 GMT
I haven't had much call to agree with batchoy recently, but I agree that a list somewhere on this forum, or bugzilla, or your site of 'known issues' would be helpful. You can state if you need further data or not for each of them. Then we don't waste our time producing emails with all the details for you, and you don't waste your time reading about issues you already understand. You can provide further details about each problem if you want and are able, but that wouldn't be essential. |
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niceguy37
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Post by niceguy37 on Dec 2, 2014 9:40:10 GMT
andrewholgateMore importantly AC need to publicly acknowledge issues in a central point so that people can see if AC know about an issue, have accepted that there is an issue and are working on a solution. For example it is unclear if AC have accepted that there is a fundamental issue with statements, if they are working on a solution or not and what the time scales might be for a solution. This issue has been raised continuously on the forum since 22nd October and was the subject of a formal complaint through the formal channel for complaints and remains addressed. It should be noted that this formal complaint was submitted on the 4th November which means that today is the 28th day since submission and thus since AC have failed to respond the complaint will be escalated to the relevant authorities in the next couple of days. AC have introduced the Website Changelog which is a big help in knowing what's been fixed. Well done, AC! But I agree it would be helpful to have a list of known issues (maintained only by AC - not added to by anyone having a query or comment or whinge), and for each issue a comment and status: Reported or Known Issue / Under Investigation / Examples Required (inviting users to send in sample problems & screenshots) / Solution Planning / Development / Testing / Fixed etc. A quick look at the list would tell you if the issue had been reported and acknowledged as a potential issue, and that AC have it in hand. I don't know if AC can set up a thread that only they can write to, or if it would need to be on the website.
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sand2880
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Post by sand2880 on Dec 2, 2014 9:45:59 GMT
I understand that the forums have raised various issues on different threads and this make is difficult to get a clear picture of how many users are affected by each issue. Many people will not post and see their issue raised by someone else and be happy that its been raised and this will not show the number of people affected or how big the issue really is.
I have therefore, emailed my concern to help AZ get an understanding of each issue. Everyone should raise their concerns formally and this should help identify the issues.
My total investment value dropped on the 1st December without any explanation or evidence within the transaction statements.
I do expect that each concern is treated under the complaints process and those not resolved within the timescales are reported to the regulators.
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sand2880
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Post by sand2880 on Dec 2, 2014 9:52:15 GMT
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Post by batchoy on Dec 2, 2014 9:58:00 GMT
I don't know if AC can set up a thread that only they can write to, or if it would need to be on the website. It really needs to be on their website because not all AC lenders are forum members. Not only would it mean that the information would be open to all AC lenders they could also restrict access to just AC Lenders.
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gon
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Post by gon on Dec 2, 2014 10:00:52 GMT
We are very interested to see the various comments about the website changes, as we have experienced numerous issues since the website first changed and have emailed Assetz on many occasions (as Andrew Holgate is suggesting) setting out those problems but have become increasingly frustrated that those emails are being ignored. We appreciated there would be teething problems with such a radical change but having reported the issues some time ago now, we still have not received satisfactory answers to some points and in many cases no answers at all. Mark Wardrop has been our more recent port of call (again as Andrew suggests) and we are still awaiting answers to a number of issues raised in an email on 19th November. We have tried to be as patient as possible but Assetz need to appreciate that we have our own work to deal with and whilst there are so many discrepancies it is making our job far more time consuming and difficult by having to double check everything.
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niceguy37
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Post by niceguy37 on Dec 2, 2014 10:13:53 GMT
I don't know if AC can set up a thread that only they can write to, or if it would need to be on the website. It really needs to be on their website because not all AC lenders are forum members. Not only would it mean that the information would be open to all AC lenders they could also restrict access to just AC Lenders. I agree that a corner of the website would be the best place.
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Post by andrewholgate on Dec 2, 2014 10:19:04 GMT
andrewholgateMore importantly AC need to publicly acknowledge issues in a central point so that people can see if AC know about an issue, have accepted that there is an issue and are working on a solution. For example it is unclear if AC have accepted that there is a fundamental issue with statements, if they are working on a solution or not and what the time scales might be for a solution. This issue has been raised continuously on the forum since 22nd October and was the subject of a formal complaint through the formal channel for complaints and remains unaddressed. It should be noted that this formal complaint was submitted on the 4th November which means that today is the 28th day since submission and thus since AC have failed to respond the complaint will be escalated to the relevant authorities in the next couple of days. We do accept that. We are working on it. In regards to your own complaint, I have acknowledged the problem and we are investigating it. However, with all the other issues being highlighted I am trying to see if it is connected. We are not ignoring your complaint, it is part of the wider concerns raised and we will resolve it. Now, I need to get on in ensuring these problems are dealt with. Andrew
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mikeb
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Post by mikeb on Dec 2, 2014 11:30:35 GMT
As requested, I've forwarded a list of problems I'm aware of to MW along with figures and dates where I have them
I also included a request for Assetz Capital to publish the interest rates and dates they are using in a clear, easy to look at table, for each loan. In the spirit of "openness and transparency", so we can see if the corrections are all in agreement.
This would solve the problem of not being sure what rate loans are supposed to be accruing at, when did the loan start (you may think that's obvious, but sometimes the date being used is not the correct one), when did a loan stop accruing interest, when did a loan begin accruing additional default interest etc.
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