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“Find someone else”

written by Devynt71 on 20/06/2017

Like so many other reviews here, my experience with Payplan started extremely well. I was encouraged to enter into an IVA over 5 years through Payplan, and they were friendly, approachable and professional. Communication was easy, and the initial process of arranging the IVA was smooth. I would give 5 stars up to this point.

However, once this agreement is in place, you are simply abandoned. Case workers change on a regular basis, queries via phone and their internal email system go unanswered, and any replies you manage to get lack any detail you may have asked for.

Two examples are a request to miss a monthly payment to make an emergency household purchase. This took over a month, and numerous attempts to have contact from Payplan, before the purchase was authorised.

The second relates to a PPI payment made into my plan. A request for the breakdown of compensation, interest, and any refund to me, still goes unanswered.

My repayment rate is currently set much higher than my budget surplus shows after my annual review, but it seems impossible for Payplan to understand this is not sustainable, and they refuse to lower it. I was even told that as I had managed to maintain these higher payments, I could obviously afford it.

I have found most (not all) case workers to be quite cold and uncaring, sometimes hostile, and very unwilling to help. You feel very much they are more interested in extracting as much money from you, for as long a period, as possible - rather than helping your agreement succeed. After nearly five years of repayments, I feel no nearer completing my plan than after my first payment.

I totally regret setting up my IVA through Payplan and suggest you look elsewhere. Once you have signed up you cannot change.