TrustTwo Reviews 

The offices are currently close so I’m not receiving any answer back , meantime my loan status is “processing”.
Poor quality service for the moment.. I wrote an e-mail , let’s see within how many days I will receive an answer..

I have been waiting since the 30th of july for a response to an email. Since ive sent a few more regarding an ongoing complaint whereby redress calculations have been done wrong - which i have sent proof of why. I understand you're not happy about having to do this but this complaint has been going on for 14 months now - its unacceptable.

UPDATE - can confirm i have had a response but lets see how long it takes for me to get a response to my latest contact. Im yet to have any faith

Applyed for a loan quarantor accepted,message received that I am on a fast track to their underwriting team. Just need to call back them. From the lines was opened I couldn't get any answer. Just tell me how the *** can I apply for a loan if there are no any options for getting to be accepted? Very disappointed. Congratulations TrustTwo you lost a costumer.

Like most loan companies, trust two will process loan applications and release funds very swiftly but please be aware of what you are getting yourself into. I first opened a loan with trust two in 2014, topping up my loan further in 2017 due to financial difficulties I found myself in having to commit to big payments.

It became clear to me over the past couple of years when I found myself struggling more and more as the months passed, that checks performed to verify the affordability of my loan may not have been sufficient due to having a guarantor agree to make payments where I cannot. As I believed the company hadnt performed sufficient checks on my affordability, resulting in me receiving a loan which left me in financial difficulty, I submitted a complaint to the company asking them to investigate my concerns. I heard nothing back for 6 weeks, where I then received a letter in the post saying checks were sufficient and if I disagreed I could escalate this to the financial ombudsmen service - which I did.

It took over a year for the financial ombudsmen service (FOS) to look into my complaint which, albeit was way longer than expected, but I was happy for it to be finally reviewed. The FOS took a few weeks of communicating between myself and trust two, asking for evidence from us both and investigating my complaint. Trusttwo stopped responding to requests late in the investigation - only prolonging the result. The case handler has now provided a final response, which supports my findings and complaint to trust two.

In line with the proceedings, trust two have been given time to respond to the findings, being given the chance to provide further evidence to support their claims, or agreeing to the adjudicator's findings. Unfortunately, instead of doing either of those things, trust two have failed to respond at all, very much like they have refused to respond to requests of information, meaning I have to wait another couple of weeks for them to respond before it can be escalated further to the ombudsmen - who will likely agree with the case handler and make the decision legally binding. Until then, I am stuck paying a loan which has been deemed unaffordable, considering I am still on furlough this is causing me great issues and stress.

My frustration with trust two stems mainly from how easy it is for this company to set up agreements and send out funds - often on the same day, carrying out minimal checks which don't reflect your financial ability to make payments without getting into difficulty. If, like myself, you are paid wages late in the day, be aware trust two will contact your guarantor within hours of a missed payment before they even contact you to let you know it hasn't come through, alongside all the other, obviously unfavourable issues surrounding guarantor and high-cost loans. I've had many issues with trust two, but this just tops it off.

The very least trust two could do when a customer of 7+ years makes a complaint and waits patiently over the past year to even be heard is to respond and play fair. Unfortunately, and its to be expected, this company will swiftly help you set up a high-cost loan, and take your money, contacting you within seconds of any issue on your behalf, but when they are told to put things right, they will ignore anything and just prolong the suffering for as long as they can.

Please make yourself aware of all other options before committing to a loan like this. I was very young when I first opened a loan and had no other options but it has honestly ruined my early adult life and I'm only just able to start sorting things out.

EDIT: I just want to add, before i get a generic response directing me to call or email an address that i have already been pushed about these avenues and trusttwo were dealing with my complaint up until a point which they chose to ignore and not respond. This complaint is still going ahead regardless, but claiming they are busy is just hard to believe considering ive never met another company who drop a complaint 3/4 the way through its process to put it in a que?

I could fault these for anything, I have been with them for nearly 3 years now and I havent had one problem. Can always get in touch if I need to. They always send me a monthly update on my payments and send my guarantor one as well.

I am a guarantor for a friend, neither of us had any issues before a payment increase was requested. Since then there has been nothing but borderline harassment.
My friend has altered the payment dates slightly each month to suit when payments were going to be met to ensure they were kept up to date, the date has now been fixed in writing for over 2 months however they seem to call me 2-3 times a day 4-5 days before and until the day the payment is actually due - WHY?! They don’t even ring the debtor in the first place who would be the first point of call, not to mention dont communicate or update their systems to the agreed fixed date so harrass unneedingly on irrelevant days!!
Don’t get me wrong I know people have a job to do and I work in money collection myself, however if your company agrees a date with a customer and it’s fixed to the account don’t p*** customers off ringing the wrong point of contact on an un-agreed date for no reason!!

The worst services ever!!
My mother is a guarantor for someone and they were agreed on 2 year contract but when the statement came it was for 4 years now there is nothing anyone can do as it is our word against the company and they are refusing to let us hear the recorded conversation. I will make sure this company is sued. You fraudulent con men!!!

All was well for 23 months of my 24 month term. TrustTwo then took my normal payment on payday, then another identical payment 2 days later, right when covid-19 restrictions kicked in. I emailed them about this and they replied with a “no subject” email saying they were sorry this happened and could they have my bank details to send the money back. I elected to have my bank recover one of the payments instead as I didn’t trust the unprofessional email with no explanation.

The end of the following month was to be my final payment, which they failed to take despite the direct debit still being in place. I was the one trying to contact them to get them to take the payment, but they kept disconnecting me. I then received a screenshot from my guarantor of a text message they had sent him stating the account was in arrears. You can imagine my fury.

I managed to speak to somebody at TrustTwo who couldn’t satisfactorily explain why it happened but was able to take the final payment, which was 2/3 of my normal payment, which further confused me as they had taken two identical payments before. I then asked if they could send an email to my guarantor to confirm the payment had been taken and the account was settled, as they had made broken the trust between my guarantor and I. The adviser said she would do this “tomorrow”, surprise surprise nothing has been sent today.

To summarise, they seem to want to mess you around and damage your credit file at the final hurdle just before you business with them is finished. A massive let down in the end, and if there is any impact to my credit rating, I will be referring to FCA.

Absolutely awful. I made a complaint 10 weeks ago asking to be removed as Guarantor as my current circumstances have now changed. I received an acknowledgement and nothing further. No resolution response. Poor show. Now the borrower can’t pay and I have been sent a letter asking for Payment. So they can look for money, but can’t settle a complaint or even give any update. Have tried calling. But it takes forever to get through. The complaint has now been passed to the financial ombudsman.

Can not praise this company enough right now, when I called them regarding my current situation due to coronavirus, straight away offered to help yes I have to pay the payments back at the end of my term but thats to be expected, customer service jump straight away to help you no making you jump though hoops no hassles just sayung they will contact you once a month to check your situation and if its better set up you paying again simple highly recommend after this crisis hands on the best loan company right now, avoid UK credit at all costs though these are the opposite to trust 2 and they done care about you

Great service

Terrible, I have lost my job due to Covid-19, they are not offering any payment holidays despite government advice. I cannot pay so now it will fall onto my guarantor who has also lost their job. Negative impact on both of our credit scores! Thanks for all your help trusttwo during this terrible period, NOT. Do not get a loan with this company they clearly do not care about anyone’s well-being and only care about themselves!

The process up untill now has been good , I’m now waiting for the transfer of money to my guarantor but have had no update on the status of this even though everything has been completed and agreed.

OMG !!!! Those people call me 4 times a day & emails 3 times a day & Send me MANY TEXT to borrow money !!!
(I can't barred or stop their number because its hidden) !!

Why is that ?
WHY are they HARASSING ME & my gurantor i would of use ?
I DO NOT owe them money ??

I have CLEARY told them "NO " I DONT WANT A LOAN & NO I DO NO WANT TO BE contacted AGAIN!!

I DONT WANT TO BORROW WITH A SHARK LOANS COMPANY!!

BACK STORY;

After careful consideration I decided NOT to borrow money from this company .

*I was NOT happy with their other reviews online !! (Check online & read the bad one!!)

*The different trading names they are using "6" i could found!!

*The high interest rates !!

*but most importantly the "CPA" (continious Payment Agreement) in plain english it mean they can help themselves in YOUR bank account OR Your GUARANTOR bank account ANYTIME!!!

ONE SHOULD READ THE SMALL PRINT BEFORE SIGNING & I DID !!

your app is very difficult to download and not been able to get any proper advice

I really grudge even giving this company one star as they deserve none I applied for a loan,myself and my guarantor received our acceptance emails log in details I was accepted as was my guarantor asked to call office which I did 1st guy going through my credit file asking me why I had defaults his actual words too me 'I mean why did you end up with defaults on your file' while explaining during that particular time I was off sick he hung up on me I called back he then decided too tell me my guarantor had been declined I asked why had I not had any texts emails telling me this he said hold on and I will go try and find out again he hung up on me, by this point I was extremely agitated and called back only to get the same agent who told me dont know what happened then went onto telling me he sitting nxt to the originally agent who had went onto too me about why I had defaults on my credit file so between them they were questioning me I could clearly hear the other agent telling the agent I was speaking too to ask me this and ask me that I felt very intimated and asked his name which he replied you want my name yes I do! Absolute disgraceful customer service manner and actual glad they declined my guarantor as I would not have liked dealing with this company, have now dealt with another company without any off that intimation - would not recommend this company one single bit stay well clear if possible!!

I turned to trustTwo for my Gaurentor loan My sister agreed to be Gaurentor for me, my honest opinion... The service I received was absaloutly Dreadful (putting it politely).... Once things are signed and documents are sent I spend 3 full days trying to get updates on my loan application! My gaurentor sent forward bank statements etc... (She has a good credit rating) I was Constantly on ringing and ringing trying to get some answers and was told the same thing everytime. On day 3 I rang at 4.30 and spoke to an advisor and was told we are at the last steps we will get in touch now with your gaurentor and go through the final stages. This was after the great news!, emails and messages. My sister didn't get a phone call so she rang herself they went though lots of terms and conditions and at the end said money will go to your account for you to transfer to your gaurentor. So I thought great sounds like everything is going well. I woke up the next day to see what was happening with the money to be told no one spoke to my gaurentor and they would look into it and get back to me! 15 minutes later I got a text to say it was unsuccessful. Honestly never experienced anything more emotionally draining and stressful. I didn't like the experience what's so ever and honestly wouldn't advise it..... Just my honest opinion

Brilliant service thankyou so much

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