Engage Credit Reviews 353

For all those who have had problems with this company (actually the company is Pepper (UK) Ltd trading as Engage Credit). There lack of ability to communicate is about to bite them on the 'derrier' - if they don't PAY US money they are about to lose the security of a flat they hold a mortgage on and we will forfeit the head lease and then they then lose their security held on the underlease. They are indeed a complete shambles. I had to date this review but the problems that have lead to this has been ongoing for over a year.

This company do not answer their calls. Have said in past that they will send literature out but to no avail. This is a major headache. Useless company to deal with and stressful.

Called them earlier about another interest rate rise - the financial impact and possible solutions. Asked a couple of questions and the adviser hung up - call recordings will confirm this. Called again - 35 mins of waiting to speak to an adviser and no one answers. High volumes of calls or not you don't hang up on a customer unless they are using foul language. Really need to understand the basics of TCF and MCOBS.

Engage Bought my loan out the month it was due to finish.
Paid it off in full.
Sent me a statement which made no sense yet the final balance at the end of the statement corroborated that I was done with them, then promptly took another direct debit yesterday.
If you’re reading this I am cancelling the direct debit which should have finished when the final payment was taken.
Utterly beyond a joke.
And if you come at me I have all documents and payment records pertaining to this loan and will be taking it up with the financial ombudsman.
*Edit*
After waiting for a letter to appear with details of our redress, we have heard nothing. This has led to another phone call with one of engage representatives attempting to tell us that they have the deeds to my house (they don’t).
Sending me letters about cancelling the direct debit when I owed them nothing.
Trying to charge me for redemption, when I saw the loan term out and making some fabrication up that they need to send deeds out to me that they again don’t have, essentially taking money out of my account when they shouldn’t have and now trying to weasel out of paying me back.
I’d like to hear what you have to say about this before I go to the ombudsman, my wife and I have paid everything back which we owed yet you still felt entitled to take more money. Why is that?

Impossible to get some one to answer

Impossible to get some one to answer the phone no email address back to the dark ages of writing letters Hope some one there knows how to do that The irony of it is we are wanting to pay more each month and to find out the balance on the account.

Finally, I got through to someone that had difficulties on her phone line. They only receive emails but don’t reply to them. I requested to get login details so that I can view my account time to time but the lady on the phone said we don’t issue that and it’s up to the company to allow access to your account or not.
Where is the OMBUDSMEN in relation to this, every citizen has a legal to to view their account balances and information.
My previous lender sold everyone out to this company which is useless and looks like a scam by not allowing anyone to access their information.

Impossible to make contact with anyone. My home and contents is up for renewal, I’ve forwarded my new documents by email and via the portal and yet I’ve received a letter saying Engage will start charging me from September as I don’t have home and contents insurance in place, tried calling but nobody answers the phones.
UPDATE. Engage contacted me shortly after I wrote this review. Appreciate them reaching out and sorting out the issue but it’s a shame it takes a bad review for anything to be done.

Would give 0 starts if I could
Absolutely full of incompetent people

i have just spent 30 minutes waiting for the phone to be answered, no answer absolutely appalling service

Contacted via the portal messaging system on 4 July. Now 19th July, still no reply. Portal states their aim to respond within 5 working days, it is now the 11th working day!

Impossible to get some one to answer the phone no email address back to the dark ages of writing letters Hope some one there knows how to do that The irony of it is we are wanting to pay more each month

EDIT: After contacting Engage on a different number I am pleased to say things were sorted very quickly

Alpesh from engage credit is an absolute star

I totally agree with previous customers regarding telephone calls. I was kept waiting 20minutes last week and in the end had to write to them to get an answer. I have again tried and did get through after 5 minutes but failed to get an answer to my query - waiting for ring back from someone senior - gave them 30 minutes and still waiting. Totally inadequate company and only out for money. My account was not originally with them and I regret having been transferred (or bought out) Contacting my solicitors and see if they can sort this mess out.

When trying to report a bereavement and wanting to request a settlement amount, totally lost the will to live with phone queue wait time. Then once got through the customer agent could not hear numbers for but could hear words? Gave up! Tried the on line portal messaging, again waste of time, attempted to send a message 4 times, all failed!

Today our business was visited by an incredibly rude man chasing a bill for a company that no longer trades from the address. The manner of which he conducted himself in a business full of women is absolutely unacceptable, aggressive and embarrassing. Surely a simple Google check is would have prevented this. Not to mention the visible difference in business type as soon as you enter the building. The debt is for an insurance company but we are a womens salon. Absolutely mindless and unacceptable behaviour from a complete bully of a man. Tried to contact this company via telephone but got cut off after 20 mins of holding. What a complete waste of everyone’s time. Completely unacceptable

was on hold today for 17 mins, then gave all answers to security questions correctly,(if anyone knows the answers its ME), WAS TOLD i FAILED, JOKERS. I phoned them to understand the new banking arrangements as they have changed it several times. So now Ive given up. Emailed them to say this and the email was returned to me as not known. What a way to run a business !!!!!!!!!!

Wot a load of crap you are engage credit been trying to discuss my account but cant for the first time not good am worried now with the reviews I have Reed you are a bull s,,t out fit

We have two mortgages now with Engage Credit (formerly with CHL). I contacted them on 18th Jan asking for copies of our statements (our year end is 31st Dec): nothing (I've chased since and hopefully we'll be receiving both statements shortly).
More recently I've tried to change the account which pays the direct debits for both accounts. One mortgage was changed over and, despite promising that the second would also be changed, it wasn't.
Bottom line: good customer service equates to completing a customer request at the first time of asking, not having to be chased up.

Update: the 2nd direct debit mentioned above was set up again on the account that we are moving away from. This new level of incompetence is rewarded with a downgrading of my review from 2* to 1*.

A new follow up for Engage credit. They to try and save face put to people who write negative reviews about them that either they will phone them or try and phone them. They have claimed they have tried to phone me and they have not. They have my mobile number and have not tried once to contact me.

They have not even written to me. It just seems that engage credit who i am currently putting together some information for a journalist who is doing a story for them for a national newspaper like to lie to people.

They claimed to me that i was in arrears with my last mortgage company and i had to pay engage credit for those arrears. They have also said they are charging me £250 for being in arrears. They refuse to let you speak to a manager and they ignore any complaints via email.

I have asked them to provide proof i am in arrears and they refused. I told them to get my last mortgage company to show proof that i was in arrears and they have refused.

I contacted my old mortgage company and told them what has happend. They have said to me i was not in arrears and infact i was in credit because i was paying extra. They were also shocked that engage credit were making false claims, and they were shocked they were charging £250.

This case has now been refered to the financial ombidsman and i am also in the process of speaking to a solictor about taking engage credit to a small claims court for the false claims, the stress they have caused, and the cost to myself for chasing them over these false allegations.

I have been in contact with Martin Lewis people and also ITV. Martin Lewis People are asking for all people who have gone through the same experience as me, and who have a complaint against engage credit to contact them for the new series. I suggest that everyone who has had a bad experience contacts martin lewis so we can make engage credit famous for their lies and bad behaviour. Also, write to your MPs like i have done.

If you ask Engage Credit a simple question, they put it down as a complaint and tell you the time limit to go to the Financial Ombudsman. They do not reply back to correspondence property. Constantly miss out documents referred to in their letters and do not pass information to other departments. It’s 2-3 years later and still going back and forth with questions that ‘somebody’ will be in touch to discuss. When somebody calls from Engage, they ‘don’t deal’ with the query you are asking and they will get someone to call. This never happens. It’s feels like we’re going round and round in circles. Not to mention they send field agents to the wrong postal address and the field agent also dates their letter a month earlier then they attend (be aware of that). They also send your post to the wrong address which is a clear breach of data protection. It really is shocking. I am looking to start legal proceedings against Engage Credit as a company as a whole if anybody wants to join.

Absolutely disgraceful staff member banged on my door and spoke rudely. I explained to him that I'm waiting on sse response however he was very rude and unprofessional

Terrible company the way they with things