|
|
Post by easteregg on Feb 28, 2017 17:11:02 GMT
I'm writing this in a purely personal capacity. I am an active lender on Saving Stream and will continue to be. As someone who was a director of an IT company that dealt with non-technical customers I have to say the response to the customer was below the standard one would expect. I trust an apology will be offered for the response, which I believe does not match the high standards of customer service that Saving Stream normally provide.
Crossed with response from SS above!
|
|
|
|
Post by Deleted on Feb 28, 2017 17:16:21 GMT
Dear Justgiving 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 you've been re-christened 😂 Attention to the details 😉 Joking aside the public apology is very welcome Paul64
|
|
justsaying
Member of DD Central
Posts: 112 
Likes: 66
|
Post by justsaying on Feb 28, 2017 17:57:01 GMT
The apology was merited. Was it a Freudian slip renaming you "justgiving"? Tim certainly seems to think that we are all "justgiving" them our money. BTW, I did not see your mention of the FCA as aggressive.....just taking a stronger stance due to frustration. I know that I am among others who have had the same problem and notified saving stream, so they shouldn't have pin pointed you as a troublemaker. I would love to read Tim's "reflection" on his attitude for his appraisal........ I'd like to think the response/apology was a "charitable" one (boom boom)......after all I was justsaying.......... To try to draw a line under this whole sorry tale, I overreacted with my FCA comments, but I was sooooooo frustrated and at my wits end with being told (probably 4 or 5 times - i didn't bother to post all the previous email exchanges) that it was a glitch that would sort itself out and was being looked at by IT. Each time I put an offending part up for sale, I would then wonder for 10 minutes what had gone wrong, then remember the "glitch", then worry that this time it wouldn't "correct itself", and then send another email to SS. I could only think that there would be others in the same position as me and was trying to put some pressure on SS to do something about it. I did feel very upset to be told (by a platform that I had been an early adopter and supporter of, and had at my maximum held a very significant six figure sum in) basically to g*t st*ffed if I don't like the way they operate. Hey ho you live and learn, thanks for all your input everyone - I do love this forum! 
|
|
ozboy
Member of DD Central
Mine's a Large One! (Snigger, snigger .......)
Posts: 3,168 
Likes: 4,859
|
Post by ozboy on Feb 28, 2017 19:23:30 GMT
Meanwhile, the FCA quaffs their pink gins in their cosy offices whilst complaining about those annoying Investors, Borrowers, Platforms, and General Public.
Carry on!
|
|
|
|
Post by dualinvestor on Mar 1, 2017 8:30:45 GMT
On reading the thread I haven't noticed anyone point out that the response which led to justsaying's comment came from Tim. As far as I know there is no-one in customer services by that name, but there is a director.  |
|
vmail
Open image in a new tab.
Posts: 457
Likes: 217
|
Post by vmail on Mar 1, 2017 9:47:34 GMT
Yeah as one of the bosses of the company he can talk to the investors however he want. He has no one to answer to.
|
|
mikes1531
Member of DD Central
Posts: 6,453
Likes: 2,320
|
Post by mikes1531 on Mar 1, 2017 23:10:47 GMT
... 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. Does Paul64 really expect us to believe the "working hard to resolve" part of his message? I can't accept that because this is a problem that has been brought to SS's attention many times over many months, and it's still with us. I'd be a lot more willing to accept a response saying that SS have IT issues that they consider to be higher priority, and that resolving this matter will be addressed only once higher priority issues have been dealt with. It looks like savingstream's management have been misinformed -- the website amendments have not resolved the problem. 
|
|
twoheads
Member of DD Central
Programming
Posts: 1,089
Likes: 1,192
|
Post by twoheads on Mar 1, 2017 23:49:47 GMT
Hi justsaying,
This is the worst piece of customer relations I've seen from SS (and pretty well anywhere else).
I can understand you raising your issue to the point of "I'll contact the FCA... etc.".
In an attempt to defend the indefensible: I think you caught the whole SS team (particularly their IT team) at a very busy time with impending changes, and to the website in particular. Therefore fire-fighting this long established user complaint was put on the back burner (again) and your justifiable tenacity probably just pushed some poor soul's patience over the edge. Not that that is any excuse. Those who react badly to criticism are not suited to customer relations.
I have to say that I get pretty bloody shirty when I'm working on any difficult software change and I am interrupted by 'yet another urgent customer request'... Fortunately, I'm shielded from the customers by those for whom I am contracted - otherwise I would be up s**t creek, without a paddle and probably without a boat too.
I don't understand why SS don't solve this issue. It is causing more concern amongst users than any other bug (and there are commendably very few observable bugs in their website). Furthermore, from my point of view, it is also an interesting bug to find and solve. It would also be a fairly simple matter for SS to work around the underlying bug and locate the loan parts which are in 'limbo' and send them on to their appropriate destination.
I hope this issue which you and many others suffer is solved soon by savingstream.
|
|
twoheads
Member of DD Central
Programming
Posts: 1,089
Likes: 1,192
|
Post by twoheads on Mar 1, 2017 23:52:28 GMT
... 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. Does Paul64 really expect us to believe the "working hard to resolve" part of his message? I can't accept that because this is a problem that has been brought to SS's attention many times over many months, and it's still with us. I'd be a lot more willing to accept a response saying that SS have IT issues that they consider to be higher priority, and that resolving this matter will be addressed only once higher priority issues have been dealt with. It looks like savingstream 's management have been misinformed -- the website amendments have not resolved the problem. My previous post crossed with yours above.
The only change on the SM was to stop people buying more than their current account credit.
I would be amazed if this had any affect on the 'loan parts in limbo' problem.
|
|
copacetic
Member of DD Central
Posts: 306
Likes: 667
|
Post by copacetic on Mar 2, 2017 0:09:05 GMT
Having worked in the receiving end of a customer complaints department I can understand Tim's frustration. You give a polite answer but if things don't go just as the customer expects it and on their schedule and they follow it up with an angry or threatening response then you really have to work at not responding in kind. In this case I'd recommend a polite non-answer after having already given the polite answer and hanging a punching bag in the office to prevent you developing a twitch! Also if the Tim in the email is Tim Gordon the founder then spare a thought for poor Paul who has to find a diplomatic way to tell his boss not to agitate customers!  |
|
dan83
Posts: 243
Likes: 84
|
Post by dan83 on Mar 2, 2017 10:34:09 GMT
If you want good customer service, move your funds to money thing, the communication there is fantastic compared to saving stream.
It's amazing how 2 companies doing kind of the same thing can be so far apart on such an important thing like customer service.
|
|
justsaying
Member of DD Central
Posts: 112
Likes: 66
|
Post by justsaying on Mar 2, 2017 11:47:01 GMT
Funnily enough me too, excellent communications and customer service from all of those mentioned! Charles and the team at Property Crowd have been excellent so far and the Liverpool deal seems a reasonable proposition. Perhaps they are all just really scared about making me so angry.............#justsaying  |
|
mikes1531
Member of DD Central
Posts: 6,453
Likes: 2,320
|
Post by mikes1531 on Mar 3, 2017 4:55:23 GMT
In an attempt to defend the indefensible: I think you caught the whole SS team (particularly their IT team) at a very busy time with impending changes, and to the website in particular. Therefore fire-fighting this long established user complaint was put on the back burner (again) and your justifiable tenacity probably just pushed some poor soul's patience over the edge. Not that that is any excuse. Those who react badly to criticism are not suited to customer relations. I suspect that a major factor in this debacle is that the stroppy email wasn't written by someone employed to deal with customer relations -- it was written by the boss!
|
|
|
|
Post by meledor on Mar 3, 2017 8:50:46 GMT
If you want good customer service, move your funds to money thing, the communication there is fantastic compared to saving stream. It's amazing how 2 companies doing kind of the same thing can be so far apart on such an important thing like customer service.
And yet.... despite the much vaunted communication at Money Thing after a year they still have not given an answer despite reminders on whether purchases on the secondary market are 'simple debts' or not. Surely if anything needs reporting to the FCA it is that!
If they are not then SM sales are reportable for capital gains tax purposes. I cannot invest on any platform where the tax and tax reporting is not understood (ABL got themselves into a right mess when they started changing things without considering the tax implications). At SS the situation was always evident to me from the T&C's and SS gave a clear reply within hours when the same question was asked on this forum.
|
|
|
|
Post by charles on Mar 3, 2017 16:19:06 GMT
Funnily enough me too, excellent communications and customer service from all of those mentioned! Charles and the team at Property Crowd have been excellent so far and the Liverpool deal seems a reasonable proposition. Perhaps they are all just really scared about making me so angry.............#justsaying Thank you for the kind words, justsaying. We are indeed really scared about making you "so angry". But all kidding aside, the reason I take customer service so seriously is because I'm a big P2P investor myself, and I simply operate on a "treat others as you would want to be treated yourself" policy.
|
|
