Lack of Customer Service?

Apologies about that, and I've just tested the line and it is engaged (it should at least go to a voice). I've raised the issue with Customer Services and they'll look into it.

Kevin.

Edit - My phone went to engaged because I'm on the same Internet line, bit strange, not because they were too busy. Trying from my mobile it went to the voice-mail and then busy; but you can rest assured Customer Services are in and answering calls. You probably just got unlucky....  And I have made them aware of what happened and in truth we probably need to hire more people. If anyone lends an extra £10, I'll give them Rhydian's mobile number.....

thanks Kev

All, 

Financial Thing has been kind enough to contact me and I have investigated. I post here because the thread indicates our Customer Services performance wasn't up to the standards we'd like, and although unfortunately our lines were busy when called the system is working exactly as designed (largely by regulatory requirements). 

Obviously I cannot go into details, but the application and money was frozen due to anti money laundering process and fraud prevention. I know this is frustrating as 99% of the time (and certainly in this case) there is no issue, just the innocent caught in the cross-fire. I'm sure people who've had a credit card transaction declined because it didn't fit the usual spend profile will understand. But these are regulatory controls to protect our customers and and us as a company if we fail to stop money laundering (again, not the case here, but there are rules in place to catch the 1%). We did communicate with Financial Thing to pass the controls but we couldn't complete this for various reasons, one of which was our lines being busy.


Kevin.

Just Saying:


Which 01-07-15.pdf (520.87 KB)


"Which looks at peer-to-peer lending, and asks its readers how satisfied they are with RateSetter, Zopa and Funding Circle. RateSetter ranked first, scoring the maximum 5 stars for rates offered and received a four star rating for explanation of risks to investors, customer service , default rates and ease of use. 91% of Which members who invested more than two years ago remain invested with peer-to-peer platforms, demonstrating that the vast majority recognise the benefits of including peer-to-peer within their portfolios. "

Has anyone else noticed a complete lack of response from RS resently, or is it just me.

On 10 May, yes over 3 months ago I sent the following message to contactus@ratesetter.com

"I notice that one of my contracts has some strange data against it,

Contract C197832441939 Contract Date 16 August 2014

What is strange is that next instalment date is shown as 01/01/0001 for £141.00, against a current balance of £99.68?

Please investigate"

On 15 May I received the following reply :

Thank you for your email.
I can see the error on your account that you mentioned, I have forwarded this to the tech team who deal with similar issues like this.
If I set a timescale of a week, I will be able to either update you or let you know the outcome by Friday the 22nd.

Many thanks,
Dxxxxx Sxxxxxx
Customer Service Advisor

Then on 11 June the following

Thanks for getting in touch,
Our apologies to you in terms of the length of time this is taking to resolve this issue. However, this does not affect any of your lending contracts with us, but it is something we are aiming to fix for you.

I can assure you, that we haven’t forgot about this issue on your account but as soon as we have an update or fix we will be in touch.

Kind regards,
Dxxxxx Sxxxxxx
Customer Service Advisor

Since then nothing, complete silence. I have sent a few reminder messages only to recieve the following standard response e.g. on the 8/8

Thank you for your email. A member of our Customer Service team will respond to your query within 2 working days, however we will aim to respond to you as soon as possible.
If you would prefer to speak to us over the phone, please feel free to call our Customer Service team on 020 3142 6226. Our Offices are open Monday to Saturday (excluding bank holidays) from 9am to 6pm.

I guess I could phone but that would be an international call at present and I would just talk to a rookie and have to tell them the whole thing again as there is no "ticket" system where they could see the history of this query.

My last payment against this contract was 30 March 2015, so I do not see how they can make the statement "this does not affect any of your lending contracts with us"

Not impressed!