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Post by frustratedp2p on Jun 23, 2020 8:23:41 GMT
Hi,
Over the weekend I did the trick where you cancel orders that are being auto-reinvested so I could withdraw.
Logged in today to see if there's anything else I can do - noticed my release investment request was gone. Ratesetter adamant that I've done it. But this could not be - there is a clear button for release request cancellation that I simply would not have clicked as I've already been waiting > 3 months!
They will not reinstate my queue position despite it costing them nothing, and it not being morally wrong either to others in the queue given it would leave them no worse off.
Anyone else faced something like this? Did you track down how this could have happened and what can be done about it? This is almost £15k that we're talking about I can't access and am now right at the back of the queue!
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puddleduck
Member of DD Central
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Post by puddleduck on Jun 23, 2020 8:41:23 GMT
Personally, I think the title of this thread should be 'I cancelled my release order by mistake, but blame Ratesetter'
In all honesty, if it was possible to Cancel release requests while cancelling re-lend orders, we would have heard about it by now.
Occum's Razor - you cancelled your release request by mistake.
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bt
Sir Bufton Tufton, Jean Paul Sartre Zippy, Bungle, Jeffrey Archer Andre Previn and the LSO Hello
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Post by bt on Jun 23, 2020 8:43:03 GMT
There certainly seem to be more 'cancel' buttons scattered around, increasing the potential for mistakes.
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johnt
Investing in Ratesetter, Zopa and Assetz Capital since 2013
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Post by johnt on Jun 23, 2020 9:15:23 GMT
I know, they're like snares RS have put out to trap people.
When I login to do my daily withdrawal on my mobile, it's like a dangerous game of trying to defuse a bomb without accidentally tapping the large cancel request button. Certainly adds to the excitement of "how much will get today?"
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Post by David B on Jun 23, 2020 9:43:53 GMT
I've just logged in to my account to check my pending request from 18th March and it's gone. Iv'e not been anywhere near my account for ages and it was there the last time I logged in. I do believe frustrated p2p. I'm worried to put another request in now as it will overide the last one. Will get on to customer service but I know they going to say i did it when I know 100% I haven't.
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chris1200
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Post by chris1200 on Jun 23, 2020 9:47:25 GMT
It was rather noticeable in yesterday's update that £0.9m of cancellations had (apparently) been made over the weekend...
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Post by frustratedp2p on Jun 23, 2020 9:52:08 GMT
Got a call from one of their managemen team. Adamant that I've done it and there's a 2 stage cancellation.
I suspect a bug on their end, maybe an issue with accessing via mobile? Told me nothing can be done and it would be 'unfair' to other customers. Absolutely ridiculous they could say its unfair - clearly they understand that if they reinstated this, the other customers in the queue would be no worse off than if the cancellation hadn't happened in the first place.
But now that there's more than 1 person reporting this and a noticeable amount of cancellations something smells fishy.
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r00lish67
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Post by r00lish67 on Jun 23, 2020 10:01:15 GMT
Got a call from one of their managemen team. Adamant that I've done it and there's a 2 stage cancellation. I suspect a bug on their end, maybe an issue with accessing via mobile? Told me nothing can be done and it would be 'unfair' to other customers. Absolutely ridiculous they could say its unfair - clearly they understand that if they reinstated this, the other customers in the queue would be no worse off than if the cancellation hadn't happened in the first place. But now that there's more than 1 person reporting this and a noticeable amount of cancellations something smells fishy. Perhaps see if you can recreate the issue after setting up a new request? I think that's the only way they're going to rectify it, unless plenty more come out of the woodwork or they find a problem themselves.
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Post by David B on Jun 23, 2020 10:15:07 GMT
Sent a letter in asking whats going on but they have us all over a barrel. I know 100% I didn't cancel I am so careful in that way. I only log in on desktop PC and just view only. Some people on here defend everything Ratesetter do. They dig deep into T and Cs and defend. To me it's pretty straight forward now not in normal market conditions. 5 year investments and 1 year investments have to wait the full term unless a surplus of funds. Access given priority first in date order.
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aju
Member of DD Central
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Post by aju on Jun 23, 2020 10:50:42 GMT
I wouldn't be surprised if it was a bug. It must be a nightmare for them to keep up with their constant changes and the existing bugs there are in front facing stuff that I've given up reporting, there will be bugs under the hood too - pinpointing them can turn out quite lucrative although I've found RS very receptive and have not had to push them as hard as other platforms. (PS I've fixed a lot of there layout bugs and cwap colourings using an extension to change things) I have extensions running on my Chrome browser for a number of tasks on other sites, but it's also an issue that some sites suffer from extension conflict even when the extension is completely unrelated to the changed areas or worse shouldn't even affect the site. (Not sure if that applies on phones/tablets though) On phones and tablets I've noticed that there are two settings when using sites like RS that are not inherently tablet based. In chrome browser on both the android phones/tablets we have there is an option to switch desktop mode on and off and this results in different actions - it shouldn't if its coded well but sadly it does. (Mobile Desktop mode allows one to zoom better in my experience but that maybe just phone\tablet specific issues) In my Chrome desktop also there are some sites that I have to run in incognito with extensions turned off to get them to run properly if at all - sometime one has to switch browser altogether. RS is not that bad but it is clear to me that the way RS is structured under the hood it is starting to look a little more prone to the wrong actions occurring. Using it on a phone or table it must be even more difficult to finger tap the right option. My only view, if RS has investigated and are absolutely certain it's not a fault in their code, I would say that using a phone for this type of thing is perhaps not the best tool. (I do use Mrs Aju's SS Tab S2 to view RS in the mornings when I am still in bed watching PM on GMB and its going through a boring sport bit but I would always stick to clear passive operations and keep all active stuff like making changes to my trusty desktop and mouse in the office). It's my preference to limit my use of what I consider to be toys anyway for anything remotely connected to finance operations - luddite that I increasingly seem to be.
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aju
Member of DD Central
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Post by aju on Jun 23, 2020 11:12:13 GMT
I've just logged in to my account to check my pending request from 18th March and it's gone. Iv'e not been anywhere near my account for ages and it was there the last time I logged in. I do believe frustrated p2p. I'm worried to put another request in now as it will overide the last one. Will get on to customer service but I know they going to say i did it when I know 100% I haven't. They should have logs they can check to see what actions you may or may not have taken. They should actually be able to pinpoint when it was cancelled and what you did to do that if it was your fault. I'd be very surprised if that was not the case for such critical actions. I'm guessing but surely the FCA guidelines would have this type of thing covered. Good luck and please let us know how you get on, my experience with P2P companies they are quite good at admitting things were wrong if they are wrong. If not then the FCA would be keen to advise I'm sure.
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Post by David B on Jun 23, 2020 11:12:48 GMT
Hello David, Thank you for your email. We are aware of a technical issue with the system where the release of investment request no longer appears as 'Pending' even though it is in progress. We have raised this with the relevant team and they are looking into it further.
I can confirm that we have received your release of investment request and it will be processed as per your original request.
This issue will not affect your position in the queue and we do advise that you do not request any more releases from the same product as it can impact your original request.
Please let me know if you have any further questions.
Kind regards,
*****
RateSetter Customer Service
A good job I didn't put another request in or would be waiting an extra 3 years. Mind you I still think the request will be forgotten about. Why would they bother. Like i have said they have us over a barrel.
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aju
Member of DD Central
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Post by aju on Jun 23, 2020 11:18:33 GMT
Hello David, Thank you for your email. We are aware of a technical issue with the system where the release of investment request no longer appears as 'Pending' even though it is in progress. We have raised this with the relevant team and they are looking into it further. I can confirm that we have received your release of investment request and it will be processed as per your original request. This issue will not affect your position in the queue and we do advise that you do not request any more releases from the same product as it can impact your original request. Please let me know if you have any further questions. Kind regards, ***** RateSetter Customer Service A good job I didn't put another request in or would be waiting an extra 3 years. Mind you I still think the request will be forgotten about. Why would they bother. Like i have said they have us over a barrel. David B, You might want to edit the RS persons name out unless they specifically gave permission to use it. You could also tidy it up removing the CR/LF bloat. Just a thought!
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Post by David B on Jun 23, 2020 11:19:33 GMT
I can understand why some people think that there are mouse trigger happy people out there who click first and read later. I can assure everyone I AM NOT ONE OF THEM. When I send a bank transfer, I check double, check triple, then send a £1 first then 3 times check again for the remainder.
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aju
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Post by aju on Jun 23, 2020 11:23:10 GMT
Personally, I think the title of this thread should be 'I cancelled my release order by mistake, but blame Ratesetter' In all honesty, if it was possible to Cancel release requests while cancelling re-lend orders, we would have heard about it by now. Occum's Razor - you cancelled your release request by mistake. Oh dear, it seems there may be a bug of some kind after all. To be fair they have changed quite a bit in the area we are addressing I think so perhaps you missed the abundance of recent changes they seem to be every few days in some way or another.
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