Unhelpful, different info. from different advisers.

Payplan www.payplan.com
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Paulb1597's review of Payplan www.payplan.com

“Unhelpful, different info. from different advisers.”

★☆☆☆☆

written by Paulb1597 on 03/08/2013

For the first couple of years, very helpful, and would have recommended them to a friend in the same situation as ourselves. Over the last two years we have had 3 different case officers,, the last two have been an absolute nightmare. Had no increase in wages since before i even entered into the plan, mi wife has had an increase of £199 over the same period. Our payments to payplan have gone up and up and up. We are now in a situation where we are living on scraps, by the time all our payments come out. Wish we had just gone bankrupt at the start, but didn't want the stigma that comes with being bankrupt, and wanted to try to pay off as much of our debt as we could. We are now into the final year of our plan, the way expenditure for us has been done has changed,and when asked about this, advised this was how "she" did it, and when asked if the way the other case officers had done it was wrong, she stumbled and said " she couldn't comment, therefore the payments would be going up". When you try to explain your situation to her, as others have said, i didn't expect sympathy for being in debt, but find our case officer very abrupt and unhelpful.
We were badgered to claim back our PPI through EIF, through them, fianlly giving in just to get a quiet life we did so. In the terms and conditions you are entitle to all the interest. When we rang about this, once again they were unhelpful, and we had to ring EIF ourselves to find out how much we were owed. EIF were helpful to deal with and forwared on the relevent documentation to Payplan, again (this had been sent previous to them).
We are now awaiting this payment to come to us, and are sat waiting now over a week for this to come to us. My wife spoke to our case officer on Monday aft. advised both cheques had been sent on that days post, and now at time of writing this (Sat), they have not appeared ?? We received their letters asking for increased payments which was sent on Monday, but when i rang on Thursday, advised differently from a different case officer, that they had been sent out separately one on Monday, one in Tuesday, which contradicts the previous advise given. So where are our cheques ??
Interestingly on Thursday advised that if we don't get them by Saturday they would cancel the checques and reissue them ? Were they sent in the first place ?? Very dissappointed with how they deal with things.
One more year to do, then we are debt free, and get our lives back without being hounded week in, week out, by Payplan.
If you are in debt, try someone else and give Payplan a miss.

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Payplan's Response to Paulb1597's Review

Written on: 15/10/2013

Hi Paul,

I'm sorry to hear that you've been unhappy with our service over the last few years and have had issues with mixed communications.

Could you get in touch with me directly with your information (like case ID, contact information) and I can pass this to a Senior Manager to look into for you?

We pride ourselves on giving good service, and want to help you resolve these issues.

I would also like to apologise for the delay in replying to your review and will ensure we do everything we can to help.

Regards,

Ian Nuttall
Payplan Representative

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Paulb1597's reply to Payplan's Comment

Written on: 15/10/2013

Please can you give me your email address urgently.

Again we are being harrassed by our case officer again for more money, that was agreed on our last expenditure review.

This is causing an unbelievable amount of stress on our family, and is causing my wife to be ill. She is booking an appointment at the doctors as she i getting unwell with all this.

You are supposed to be here to help, which was why we came to your company.

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Payplan's reply to Paulb1597's Comment

Written on: 21/10/2013

Hi,

Sorry to hear of your situation.
The contact details are at the top of this page if we can be of any further assistance.

Kind regards,

Samuel
Review Centre Representative

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Paulb1597's reply to Payplan's Comment

Written on: 21/10/2013

Have emailed our details.
Thanks

Hopefully she will reply. Cannot find your email address on this page ?

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Payplan's reply to Paulb1597's Comment

Written on: 22/10/2013

Hi,

Apologies for the confusion. The contact information is underneath the search box at the top of the page, next to the icons. The e-mail address should be a purple link.

Hope that helps.

Kind regards,

Samuel

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