mikeh
Member of DD Central
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Post by mikeh on Feb 28, 2017 16:06:34 GMT
So who is in control of SS's communications? On the one hand there's Tim and on the other hand there's Paul but which is better? There's only one way to find out.  |
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vmail
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Post by vmail on Feb 28, 2017 16:16:16 GMT
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justsaying
Member of DD Central
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Post by justsaying on Feb 28, 2017 16:19:49 GMT
I'm happy to post the full email exchange, for those that are interested, and I'm honestly happy to take the flak if anyone thinks my emails are overly "angry"...... I have been a big fan of SS in the past and still hold a relatively large chunk of my p2p funds with them, but I am worried that if their Customer Services team tell a few more of their investors to "feel free to sell all their loan parts and withdraw your funds", they might not fill those 8%ers quite so easily.....
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To Saving Stream Support 16 February at 11.22 AM
I have 2 sales of the above loan totalling £850 which appear to be stuck - can someone please rectify asap?
Many thanks
Elizabeth
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To Elizabeth 16 Feb at 11:22 AM
##- Please type your reply above this line -##
Your request (16870) has been received and is being reviewed by our support staff.
To add additional comments, reply to this email
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To Saving Stream Support 16 Feb at 11:35 AM
Further to my email below, I understand from the p2p forum that this is a recurring problem, will you please advise what is being done to rectify it? Its really not good enough that your investors have to point out and monitor a problem like this on their accounts.
Is it something the FCA should be made aware of?
Kind regards
Elizabeth
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David (Saving Stream)
Feb 17, 15:25 GMT
HI Elizabeth,
Thanks for getting in touch. We are aware of this situation and our IT team are looking into what is causing the glitch. Thank you for your patience and understanding. The situation with the parts for sale should resolve itself, but please let me know if it does not for you.
Kind regards,
Customer Services Team
Saving Stream
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To Saving Stream Support 27 Feb at 6:10 PM
I now have a further amount stuck for sale in PBL 142 - this is really unacceptable - I currently have £xxxk invested with you, and it would appear that "glitches" such as these which according to you "resolve themselves", are now a regular/ongoing problem.
I'm not sure where you are at with your FCA authorisation but in terms of due care for client monies, this is an area that the FCA need to be made aware of, I will be contacting them regarding this tomorrow.
Elizabeth
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Tim (Saving Stream)
Feb 28, 11:19 GMT
Hi Elizabeth,
This situation has resolved itself automatically as it always does, enabling the sale of your loanparts within a few hours. I'm not really sure why you are so angry. If you dislike the platform so much please feel free to sell all of your loanparts and withdraw your funds.
In terms of client monies, the funds are not treated as client funds whilst invested in a loan, only when they are held as a cash balance within your account.
As of tomorrow our secondary market is being amended which should hopefully resolve the issues faced.
Kind regards,
Customer Services Team
Saving Stream
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blata
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Post by blata on Feb 28, 2017 16:28:40 GMT
Looking at it impartially, you both have a point.
1. You are not happy and I agree something should be done,
2. If you are unhappy you are free to remove your funds.
Maybe not the way it should have been worded
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nick
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Post by nick on Feb 28, 2017 16:29:25 GMT
Looks like the mention of the FCA hit a raw nerve............
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Balder
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Post by Balder on Feb 28, 2017 16:33:44 GMT
and the FCA wouldn't be at all interested in a know IT issue like this.
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cooling_dude
Bye Bye's for the PPI
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Post by cooling_dude on Feb 28, 2017 16:38:51 GMT
TBH, reading the exchange, it seemed David had answered the question in a satisfactory manner, and I'm a tad complexed to why you felt that further contact was required...
David explained that they know about the problem, the IT team are looking into what is causing the glitch but in the meantime, the problem should fix itself.
Don't get me wrong; the further response is inexcusable and the problem should have been fixed months ago so I completely understand why you are angry
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nick
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Post by nick on Feb 28, 2017 16:39:14 GMT
and the FCA wouldn't be at all interested in a know IT issue like this. In my experience, they would only be concerned if it was a material risk/issue.
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Post by Deleted on Feb 28, 2017 16:40:58 GMT
TBH, reading the exchange, it seemed David had answered the question in a satisfactory manner, and I'm a tad complexed to why you felt that further contact was required... Because the problem recurred after a 10-day gap?
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cooling_dude
Bye Bye's for the PPI
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Post by cooling_dude on Feb 28, 2017 16:45:40 GMT
TBH, reading the exchange, it seemed David had answered the question in a satisfactory manner, and I'm a tad complexed to why you felt that further contact was required... Because the problem recurred after a 10-day gap? Ahhhh - didn;t take note of the time frame Fair enough - every right to be angry then. This seems to be a problem that should be fixed, but SS don't bother fixing it because they know that it moves from investor to investor. 
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justsaying
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Post by justsaying on Feb 28, 2017 16:48:45 GMT
TBH, reading the exchange, it seemed David had answered the question in a satisfactory manner, and I'm a tad complexed to why you felt that further contact was required... Because the problem recurred after a 10-day gap? Indeed, in fact this has probably happened to me at least 5 or 6 times now so I was starting to lose my patience become "so angry". And anyway TBH I didn't really feel that David had satisfactorily answered my questions given that the glitch has been happening for weeks.........
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Monetus
Member of DD Central
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Post by Monetus on Feb 28, 2017 16:49:00 GMT
Their response is inexcusable as no company should speak to their customers in such a manner.
However, IMO the FCA threats were unnecessary and came across as aggressive.
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Carter
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Post by Carter on Feb 28, 2017 16:52:56 GMT
Fair play justsaying for posting the full dialogue. There's clearly an increase in frustration through the interaction and I understand this. The change in tone does come after the fca comment as per the other post observing this. I would always try to remember the size and maturity of SS, they will have a long list of issues which will not be prioritised in the way the customers might prefer. This particular issue is a pain but in the broader scheme of things it's probably not in the top 10 in my view. I do think forumites have a tendency to go nuclear with the fca option over fairly innocuous stuff when there are greater issues that we should be pressing them to prioritise. All in all, not the best response from them but I'll call it score draw. (I've witnessed far worse in much more mature financial service companies). EDIT; of course I would have given them both barrels! |
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Steerpike
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Post by Steerpike on Feb 28, 2017 16:57:23 GMT
Telling the customer that they are wrong and to take their business elsewhere is on page 1 paragraph 1 of "How not to conduct customer relations".
I would exclaim "unbelievable" but frankly it isn't, I am reminded of the assistants in retail outlets that stand around chatting among themselves and are full of their own misconceived self importance.
A bunch of mindless jerks who'll be the first against the wall when the revolution comes.
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Post by Paul64 on Feb 28, 2017 17:03:16 GMT
Dear Justsaying
Further to your correspondence with the platform, I can confirm that we are aware of the intermittant issue you raise, and our IT team and external technical partners are working hard to resolve the matter. We are currently refreshing our website, and some of our IT resource has been deployed on ensuring we meet the deadlines for its launch.
I apologise for the inconvenience caused, and for the manner in which we replied to your communication today.
Paul
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