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Post by andrewholgate on Mar 16, 2015 10:08:16 GMT
Could you send me some examples of glib answers? How about the answer given to the question raised for Loan #92 at 2149 on 2/Mar? The questioner asked why the LTV shown for the loan appeared to be based on a value not supported by the Valuation Report, and whether their calculation of a higher LTV using the result of the VR was correct. The answer was "This was covered in an update ... on 6 June 2014 at the time the valuation was received. Please refer to this update." andrewholgate: Please read the Jun.'14 update and ask yourself whether it answered the questions asked on 2/Mar. I don't think it does, but that's JMHO. Perhaps that's not 'glib' but it does seem rather condescending IMHO as it is suggesting that the questioner didn't read and absorb the earlier update, and if they had they wouldn't have needed to ask the question. If, in fact, the Jun.'14 update doesn't actually answer the questions asked, then the reply given to the 2/Mar question seems inappropriate. The same questioner has now asked a follow-up/repeat question, so AC now have another chance to answer it. OK. I will look into this. On another note, I am now checking a random sample of answers every few days to make sure they answer the question being asked. I'm also giving the team some training on how to answer the questions better.
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ilmoro
Member of DD Central
'Wondering which of the bu***rs to blame, and watching for pigs on the wing.' - Pink Floyd
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Post by ilmoro on Mar 16, 2015 10:36:47 GMT
andrewholgateCan I offer this as an example for loan #26 "Why was the loan not suspended on the 12th at the time of the update rather than wait for the system to do it automatically? If loan meets the criteria for suspension now, then it clearly did on the 12th. Why has the payment date not been changed as this would appear to eliminate a reoccuring issue?"
The following answer has been provided:
"This is due to the new process that sees a 3 day grace period before loans are suspended (to cover weekends).
We are now investigating with IT if we can move the repayment date."
IMHO The answer provided to the first part does not answer the question asked. It answers why the loan has now been suspended automatically by the system (which I already knew) but not why the loan wasnt suspended when the update was provided 3 days earlier, when it was clear that payment would be late, even may not be made, and allowing lenders to buy parts of a loan that was then going to be suspended. What will now happen is the question will get reasked to try & get the correct answer which means time will have been wasted effectively doing to same job twice or the questioner wont bother but will just be a little more frustrated at AC (Current situation)
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