beechside
Member of DD Central
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Post by beechside on Sept 8, 2016 9:58:07 GMT
Greetings all, Five days ago, I wrote to fundingsecure customer support asking a series of questions about "Development in the W*****". They haven't got back to me and I wondered what opinions you all have about the quality of FS support. Since I'm thinking of a large investment (large for me, that is), I don't want to find myself in a platform that can't be bothered to respond to requests for information. Have your contacts with FS been reasonable or have you found them tardy and unresponsive? Many thanks. |
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Post by Deleted on Sept 8, 2016 10:02:41 GMT
There is an online chat on the website.
I tested it and it works, in the sense that is manned.
They listen to your requests, but the answers.... let's say did not showed me they did not know loans in detail.
So, would not recommend them on that specific side.
I also gave a suggestion, which was received but was not actioned (yet).
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locutus
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Post by locutus on Sept 8, 2016 10:08:51 GMT
Greetings all, Five days ago, I wrote to fundingsecure customer support asking a series of questions about "Development in the W*****". They haven't got back to me and I wondered what opinions you all have about the quality of FS support. Since I'm thinking of a large investment (large for me, that is), I don't want to find myself in a platform that can't be bothered to respond to requests for information. Have your contacts with FS been reasonable or have you found them tardy and unresponsive? Many thanks. Front office isn't great but if you get through to a Director, then they are excellent. If your investment is substantial, ask to speak to a Director about your queries as I have found them very helpful in the past.
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jamesc
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Post by jamesc on Sept 8, 2016 10:11:40 GMT
Greetings all, Five days ago, I wrote to fundingsecure customer support asking a series of questions about "Development in the W*****". They haven't got back to me and I wondered what opinions you all have about the quality of FS support. Since I'm thinking of a large investment (large for me, that is), I don't want to find myself in a platform that can't be bothered to respond to requests for information. Have your contacts with FS been reasonable or have you found them tardy and unresponsive? Many thanks. I have in general found them very helpful which is one reason why I am adding money to FS
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baldpate
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Post by baldpate on Sept 8, 2016 10:17:09 GMT
Still waiting for reply to (or even receipt acknowledgement of) an email to customer support sent last weekend.
I have used online support for simple stuff a couple of times, and have found them helpful & responsive. I wouldn't anyway expect on-line support to deal with complicated queries.
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hendragon
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Post by hendragon on Sept 8, 2016 10:18:14 GMT
In my experience FS deal with technical, and account queries quickly and well. Asking about individual loans and their status is entirely another matter though.
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spiral
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Post by spiral on Sept 8, 2016 12:31:15 GMT
I too am looking to invest.
I sent a series of questions about the platforms operation on B/H Monday and am yet to receive acknowledgement never mind a reply.
I used the online chat to chase it up last week (which I was told they would) but have still not received a reply.
Not impressed.
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Steerpike
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Post by Steerpike on Sept 8, 2016 12:39:11 GMT
In my experience FS deal with technical, and account queries quickly and well. Asking about individual loans and their status is entirely another matter though. Yes, I concur, I have had very quick responses in the past to simple non-loan related queries, however, I have sent two emails with specific questions on a recent overdue loan and I have not had the courtesy of an acknowledgement yet alone answers.
Edit: I have now received a response to my questions
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beechside
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Post by beechside on Sept 8, 2016 13:44:08 GMT
Thank you all for your comments. Whether it was as a result of their being tagged in this forum or simply by coincidence, I've had a reply, together with apologies. They did also say this:
As we have been increasing in size the general volume of email has also increased. We are in the process of implementing a new system that will ensure requests (customer service, technical support etc) are acknowledged and handled much faster. As with all changes / additions to our web site we have to go through an extensive testing program to ensure the functionality is as desired and that no possible security issues are raised. Once we are satisfied that the new system works as expected we will be implementing it and will notify all of our investors accordingly.
From what you say, FS have taken their eye off the ball lately but they are the busiest platform for new loans so perhaps I'll forgive them ;o) Thank you forum members - much appreciated... |
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baldpate
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Post by baldpate on Oct 10, 2016 16:00:37 GMT
Still waiting for reply to (or even receipt acknowledgement of) an email to customer support sent last weekend. I have used online support for simple stuff a couple of times, and have found them helpful & responsive. I wouldn't anyway expect on-line support to deal with complicated queries. I'm quoting my own earlier post to let readers know that I have still not had a response to my support query of early September. I emailed support again on 22nd September, and received a response very quickly, in which they apologized for overlooking my previous email, and said my query had been forwarded to a director for a reply (the query related to claiming losses against income tax & interpretation of HMRC guidelines in respect of the types of loans FS offer). Since then .... nothing. So that's 6 weeks now without an answer. Pretty poor showing, Funding Secure. 
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spyrogyra
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Post by spyrogyra on Oct 19, 2016 8:01:28 GMT
I had similar experience. As soon as the questions became complicated, I've been told that they will be referred to a director who will get in touch with me. That hasn't happened. CS is something that most companies underestimate. They consider customer service as an expense only and try to optimize it until it is driven into shambles. Then more time and money are needed to repair a broken system. How hard is for HR to realize they should seek and employ cs representatives that are passionate about the particular business. For example, cs representatives answering the phone for Autotrader should be passionate and know quite a bit about cars. CS adds value in long term perspective. Businesses today look for short term quick buck.
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mikes1531
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Post by mikes1531 on Oct 19, 2016 20:14:01 GMT
Then more time and money are needed to repair a broken system. Not to mention a damaged reputation!
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sqh
Member of DD Central
Before P2P, savers put a guinea in a piggy bank, now they smash the banks to become guinea pigs.
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Post by sqh on Nov 13, 2016 2:43:20 GMT
Yikes! Having just read through a few pages on the FS Forum it is easy to conclude that Support services operate well below par. Had been thinking seriously of signing up to assist diversification, alas no, a Business that abandons it's customers to wishful thinking, and an oft times rude silence just doesn't cut it for me; a Business that struggles to answer the specifics about it's 'product range' beggars belief Sooo it's adios FS.  I'll continue to diversify into Aircraft through Ablrate where David the ex RAF CEO, Phil and Andy reply with a decent and knowledgeable eagerness to my respectfully infrequent emailed requests, other Portal options have been scrutinised and found pretty acceptable so they've received and continue to receive allocations during these last 3 years. This is my first visit here and likely my last. It's a highly competitive market place fundingsecure (and that's going to get more so) so let's be straight a decent CS helps give you the edge, keeping existing customers happily informed and assisting you greatly in attracting new ones. Tonight you've just lost one potential customers interest and business. If you register, you will be able ask questions via online Chat, which works very well. I find this is the fastest and easiest customer service of any P2P platform by some distance. If your question relates to tax, that is not the responsibility of the platform and will likely be ignored. However, the tax situation is this: If you buy or sell on the SM then the accrued interest stays with the loanpart. Whoever owns the loanpart when the borrower pays the interest gets the tax liability for that interest, it's that simple. Select My Account - Tax Statement to display your interest and losses for each tax year.
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SteveT
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Post by SteveT on Nov 13, 2016 7:50:20 GMT
I concur with sqh. In my experience, customer support from FS is at least as good as most platforms and substantially better than many. The ability to get an instant answer to straightforward questions via Live Chat (during office hours) can be very helpful. Responses to more thorny questions requiring Director input can take longer but are usually forthcoming; try getting a straight answer out of FC, for example!! |
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kaya
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Post by kaya on Nov 13, 2016 12:14:26 GMT
They get many great reviews on Trustpilot - written by borrowers.
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