In Autumn 2020 two of the largest IVA firms have recently announced the latest in a long line of customer transfers within the industry:
- all Aperture’s open IVAs have been sold to Jarvis Insolvency; and
- Vanguard’s open IVAs will be administered by Ebenegate.
UPDATE: In February 2021 Jarvis rebranded and it now calls itself Debt Movement.
Sale of Aperture’s IVAs to Jarvis
On 5 September 2020 Jarvis Insolvency announced:
Jarvis Insolvency have recently taken over your IVA from Aperture and will now be managing and supervising your IVA moving forwards. This follows an agreement between Aperture and Jarvis Insolvency and an Order made in the Leeds County Court.
Every IVA is under the name of an Insolvency Practioner (IP). The court order would have been to change the IP for all existing Aperture IVAs to Laura Prescott, who works for Jarvis.
Aperture was the second largest IVA firm in 2018, but it stopped taking new IVAs in June 2019. At that time there was some talk that new business that would have gone to Aperture would instead go to Jarvis – see some of the comments below my article Aperture – no longer taking new IVAs.
This transfer has affected 25,000 people who had open Aperture IVAs. They are receiving an email stating what has happened,
Aperture was itself spun out from Grant Thornton in 2015. It then purchased many IVAs from other firms – buying ClearDebt’s IVAs in 2016 and Debt Free Direct’s IVAs in 2017. As a result, many Aperture customers started with a different firm and the transfer to Jarvis will be their third IP.
Completed IVAs have not been sold to Jarvis. If you have an issue with your Aperture IVA that has already been completed, you can contact Aperture at IVATrusts@aperture.uk.com (bizarrely they say that email address is case sensitive so make sure you get the CAPs right.).
Ebenegate to administer Vanguard IVAs
Vanguard was the fifth largest IVA firm in 2019, setting up over 6,000 new IVAs. In August 2020 Vanguard announced:
Please note that as of Monday 17th August, all live Individual Voluntary Arrangements (IVAs) are now being serviced by Ebenegate.
This seems to be simply an outsourcing function at the moment. There is no mention that the IPs have changed so Vanguard remains responsible for these IVAs.
Ebenegate says:
Our UK office manages the day-to-day running of the business, while our Mauritius office are the customer care specialists and case-handling experts who will be your point of contact throughout the life of your insolvency case.
There are close connections between Creditfix, the largest IVA firm and Ebenegate. Finbora Group Limited, previously known as Creditfix Holdings Limited, bought Ebene Gate Mauritius in 2018-19. Creditfix and Ebenegate share some personnel. This weekend, the Ebenegate phone number on the Vanguard website was answered by a Creditfix employee, who knew nothing about Vanguard IVAs.
Here is a recent comment on an IVA forum:
I have been in an IVA for a year now and found it very stressful and taken a toll on my mental health (which I am in the process of sorting) I have been speaking to my mum and step dad and they have said they are willing to pay a F&F so I can start fresh, I have been trying to contact them for weeks now emails and phone calls and no response ( Was vanguard now ebengate) I don’t know what I’m meant to do as I can’t get through to anyone any help would be much appreciated.
It remains to be seen how well outsourcing administration to a different time-zone will work for people with Vanguard IVAs.
IVA customers can’t object
You have no right to object to a transfer, even if it is to a firm you deliberately decided not to use at the start of the IVA. You cannot switch to a different firm you would prefer.
After your IVA is set up, you become a commodity for many of the large IVA firms. Your case is a potential stream of income over the next few years. It can be sold to another firm or outsourced to a firm that thinks they can process the IVA more cheaply.
And if communications with the new firm do not go well, there is no independent Ombudsman you can appeal to.
Customers may lose out
The changes come at a difficult time. As furlough and other government assistance unwind, some people with IVAs will need help from their IVA firm to understand the rules around redundancy and payment breaks.
Without proper support, some customers may not realise there are options that could allow their IVA to get back on track or to complete. Systems that prioritise “efficiency” over good communication may result in more IVAs failing unnecessarily.
Reform needed to Insolvency options
FCA tries to reduce IVA mis-selling
End your IVA and get a DRO?
Pam Bains says
I have received a email from Aperture saying Jarvis insolvency have taken over my Iva. I am shocked what does this mean. I was in middle of complaint with Aperture they informed my my iva was been prepared for a variation. In the email they mention Leeds court decision. I don’t know how much more I can take, it’s one battle after another
Sara (Debt Camel) says
Are you happy with the variation Aperture we’re going to propose?
Sue Turner says
Hi. Can you tell me what this means for people who had completed their ivas with their original companies. I was with debt free direct and completed in 2015. I was approached last year by aperture about ppi and have received notification that they had re submitted claims. Does this mean I can now expect to be hassled by this new company even though I think they have squeezed everything they can out of the PPi.
Sara (Debt Camel) says
I think that closed IVAs have stayed with Aperture. So they will continue to hassle you, not Jarvis.
Jarvis Insolvency says
You are right Sara – only active IVAs have been transferred to Jarvis Insolvency. IVAs that have already closed whilst with Aperture Debt Solutions remain with them.
Chris says
This is where it gets difficult for people with IVAs. Miss communication and lack of support and clear guidance. Who do we call from now?
Wellbeing services are discontinued (although still be charged on the fees list),
Does this new IP Jarvis charge cheaper fees, thus enabling there clients to pay more capital to there creditors?
Jarvis Insolvency says
Hello Chris,
If you have a query regarding your IVA, please feel free to contact Jarvis Insolvency – welcome@jarvisiva.co.uk – and we will be happy to help you.
Sarah says
Hi Sara I’m total useless when it comes to all this stuff what does this mean for Creditfix I’m so stressed out with it all
Sara (Debt Camel) says
Hi Sarah – you have a Creditfix IVA? You aren’t affected by any of these changes,
Hope it’s going well!
Mike says
This country is shocking if sadly you fall on hard times with ivas and bankruptcy, they stop you starting again by blacklisting people for 6 years! In that six years you can get loans , credit cards but at horrendous interest charges they fleece people not help but people just sit back and take it instead of challenging these corrupt firms ! A lot of profit in misery!!!
Foggy says
On your point of being unable to object or influence being ‘sold on’ as a commodity, I find it egregious that those in an IVA have, effectively, no voice once they are ‘hooked’. I have attempted, in the past, more than once, to raise awareness of this situation and to ask for a mediatory body or system and redress for insolvency provider failings, but have foumnd no support, or stomach for a fight ! Those in financial difficulties should not be left as helpless pawns in these chess games between the insolvency world oligarchs !
Mark says
This is a total and utter disgrace and yet another example of the FCA not really interested in those in debt. However they allow these sharks to continue to make profits and then to discard people on a whim. We desperately need stronger policing of all the Financial institutions in this country.
Sara (Debt Camel) says
The problem is that IVAs come under the insolvency Service and not the FCA. And the insolvency Service does not start from the FCA’s “treat customers fairly” position – it is more interested in maximising returns to creditors. But one of the big problems with the current IVA market is that the returns to creditors, especially from failing IVAs are often low or non-existent…
Andrew Ross says
You really could not make this up. It is an utter disgrace. I feel now is the time for a collective of those on IVA’s etc to form a group to fight back against this ruthless pathway. I believe those who find themselves in debt are perfectly happy to arrange an IVA, repayment plans and the like. The issue is that those company’s charged with arranging them have no interest in the welfare or well being of their clients as their clients are simply funding streams. It is that context that needs to be challenged. I am looking into the legality of “being sold off to another IVA firm” on the grounds of data protection etc, etc. Also are any of you aware that the e mail address from Ebengate on their correspondence does not work? I rang Ebengate yesterday and the dialogue i had was with a clueless and totally unprofessional women who simply did not know what she was talking about. There must be some way of challenging these company’s. Even if it means taking them to court. Thankfully i record all my calls so have quite a bit of evidence of bad practice via Vanguard and Ebengate. I feel people must make a stand as with the state of the Country and with many, many more who will now fall into crippling debt, these sharks are going to line their pockets while ruining lives and with nowhere for the client to go….THAT…….is the scandal.
Sara (Debt Camel) says
I am looking into the legality of “being sold off to another IVA firm” on the grounds of data protection etc, etc.
I am not aware that this can be challenged.
I rang Ebengate yesterday and the dialogue i had was with a clueless and totally unprofessional women who simply did not know what she was talking about.
Oh dear. I suggest you phone back and if you do not get a better response, you ask to speak to a manager or to have a manager call you back.
ting wong says
Can anyone please advise re: my IVA with Aperture (and now JI)? Aperture was due to close the case, as all payments were made back in January 2020 and they’ve dragged their heels insisting on a final year equity release review. I fear that JI will attempt to squeeze more money (eg insisting on equity release). Should I be worried? What should or can I do?
Sara (Debt Camel) says
A final review has to be done, but it should have been completed by now!
All you can do is talk to Jarvis: welcome@jarvisiva.co.uk.
J jones says
I’m about to pay my last payment of the 5yr plan..
I’ve now been told that I’m may have to look to release money out of my mortgaged home.
I receive pip,my husband was furloughed and his company are making redundancies shortly,he’s just recovered from 2 bouts of bladder cancer.can someone advise me please
Sara (Debt Camel) says
so quote a few questions:
– is the IVA just in your name?
– is the house in joint names?
– how much equity is there in the house?
– if your husband is furloughed, has it been hard making the payments?
– is he likely to get a lot of redundancy money?
– how large is your mortgage and how difficult will it be to pay it if he is out of work?
– how old are you and your husband?
J Jones says
Both our names
Mortgage is in both names
Around £20,000 equity
Yes
Around £2,500
£36,000 left
We wouldn’t be able to pay full amount of mortgage payments
I’m 61
Hubby 62
Sara (Debt Camel) says
OK, so Jarvis have also replied to you – if your IVA has been transferred to them you need to talk to them about the options and the sooner the better.
It seems clear from what you have said that if your husband is made redundant, then not only would you be unable to release equity but you also could not manage the standard alternative which is another year of IVA payments. So instead your IVA firm could then propose to your creditors that your IVA is completed now “on the basis of the funds paid to date” – so you would not have to make any more payments.
Because of both your health problems there is a case for saying that is what should happen anyway, even if your husband keeps his job.
It sounds as though you two have been through a lot over the last few years. If your husband does lose his job, you need to know that mortgage lenders are being told by the FCA, their regulator, that they have to give support to all people who can’t pay the normal mortgage payments because of coronavirus problems. I wrote this article today about this: https://debtcamel.co.uk/payment-breaks-end-pay-mortgage/ – this will apply to you even if you haven’t taken a Covid-19 mortgage payment break. What I didn’t put in that article – because it was getting too long and complicated – is that the FCA also said they had to pay particular attention to customers who may be vulnerable – with both your health problems and your age, that is you! So whilst i hope you don’t have to put this to the test, i hope that if you do have to talk to your mortgage lender they are more sympathetic than you might fear.
J Jones says
Thankyou very much,for your kind words,and I will speak to jarvis again,I spoke to them today and I was told that after I make this final 5yr payment they’d be intouch concerning the further details
Jarvis Insolvency says
Firstly – congratulations on maintaining your payments into your IVA for 5 years, particularly with the difficulties you have mentioned above.
If your IVA was with Aperture Debt Solutions and is with Jarvis Insolvency, please contact us on welcome@jarvisiva.co.uk and we will take a look for you.
Viktor says
Hi, My IVA just been taken over by Jarvis. Since then I’ve paid 2 installments but I have not received any email, txt, phone call or any way to see
that my money has not gone to their pockets. I have no profile or anything to follow my payments. Are these just thieves?
Jarvis Insolvency says
Hello Viktor,
As a general policy we don’t email, text or call after each payment is received. Payments made into your IVA will be utilised to pay any outstanding fees and then will be paid to creditors as a dividend payment.
If you have any queries relating to your IVA or would like confirmation that your payments have been received and allocated to your IVA, please email welcome@jarvisiva.co.uk together with your reference number.
Kind regards
Jarvis Insolvency
Julie says
Just keep copies of everything victor,it’ll be on your banking information. At least with aperture ( who I was with until Jarvis took over ) i had a client portal,where you could see your upto date payments at least..
I’ve now got one payment left out of my 5yr plan so good luck.
Chris Davies says
Hello,
My IVA finished at the end of June 2019. All references to it have since been removed from my credit files and I also have an e-mail from aperture confirming that the IVA is finished. However, I have a number of issues still persist
1. I was contacting Aperture on a regular basis to get my Certificate of completion. Not once have they replied to me since the end of August 2019.
2. For some reason, Aperture have passed my IVA on to Jarvis Insolvency as an “open IVA”. Also, I have had no contact from anyone at Aperture, in any shape or form to state what has been going on.
3. Someone from “First Dispute” company (who are they) have now been chasing up MBNA for PPI and this has been done behind my back, where I have received no contact from either Aperture or Jarvis Insolvency to state what they are doing.
If my IVA finished at the end of June 2019, it should not have been sold/passed to Jarvis Insolvency. Also, they have had my MBNA details from day 1 of my IVA so why is “someone” chasing up PPI all these years later?
Really not happy and very uncomfortable about all this
Sara (Debt Camel) says
have you spoken to Jarvis about this?
Chris Davies says
Hello Sara,
I spoke to them (cold) a couple of weeks ago. I didn`t get much sense if I am honest. All the person kept saying was that they could go after PPI any time, even if I had had a Certificate of completion. I have since found your site and am slightly more informed https://debtcamel.co.uk/gt-ppi-letters-after-iva/.
That said, there is no way my IVA in any shape or form could be described as “open” and as such should not have been sold to Jarvis Insolvency. I feel strongly that there are numerous data protection breaches here. In their letters to me, MBNA have already stated that the LOA (Letter of Authority) that was provided to them did not meet their requirements……………yes, because it did not have my signature because I never gave anybody permission to send a LOA to make a claim in my name.
The last contact I have had with anyone from aperture re my IVA was an e-mail at the end of August congratulating me on completing my IVA.
Can I just add at this point that my IVA was originally with Clear Debt and I have never dealt with such a cowboy organisation. Again, when they sold my IVA to Aperture, I had no contact with anyone, by any means, to inform what was going on. I never got any yearly statements from Clear Debt and never had to do a yearly financial statement (or whatever it was called).
I will keep you posted (any further advice btw)
Sara (Debt Camel) says
So they are correct – well probably, it does depend on the wording of your IVA but you would need a solicitor to advise on that – that they can go after the PPI when your IVA is open. And indeed closed, but without a Certificate of Completion your IVA is open. so that would seem to be the relevant case.
Although it is odd your IVA has been sold to Jarvis, it may be a lot easier to deal with them than Aperture, whose communications have been very poor recently.
You can argue that you never gave consent to First Dispute to send a PPI claim to MBNA.
The problem is that if Aperture had asked to you give your consent, you would have had to give it or they may have decided to fail your IVA.
And it isn’t clear how this could actually benefit you at all. I guess you may be so cross you just want to pusue this even if you don’t get a penny from it but the downside is your IVA has still not been completed and do you really want this to be held up any longer? Let alone risk Aperture/jarvis saying they may fail your IVA because you are not co-operating with your supervisor?
from a practical point of view, you are not going to get the PPI refund paid to you and the most important thing is surely to get your IVA closed asap. Have you talked to Jarvis about this?
Julie says
I have just received a letter from Lloyds bank saying that a ppi payment of £2,789 has been paid to aperture,I also wasn’t aware that they could and did do this..
I informed Lloyd’s that I’ve never given permission for them to do this but they said all the checks they needed were clear and I did ??
That money has now been credited into my iva,when I’m in dire need of a new roof .I’ve just made my final 5yr payment
Sara (Debt Camel) says
Had you made the claim for a PPI refund or did Aperture?
Julie says
Aperture
I didn’t think I had any
Sara (Debt Camel) says
Well if you were in an IVA any PPI refunds should go to your IVA firm.
See the reply I have just given to Chris above this one. They should have asked you to authorise the PPI reclaim – but it’s not clear there is anything you can do to get this money to come to you.
Have Aperture agreed your IVA has now ended? you aren’t being asked to release equity?
Chris Davies says
Hello Sara
I spoke to Jarvis this morning and had a lengthy conversation with one of their reps who goes by the title “Title Client services Officer”. She has confirmed that my IVA was fully closed down and completed on 20th September 2019. So my IVA is finished and I`ve already stated, it was removed from my credit file on or about October last year. So there are no concerns or worries on that front.
She can give no explanation as to why I have not had a Certificate of Completion or a closing statement to show how much my creditors received, how much Aperture received and how much was written off.
I have also registered a complaint re possible breaches of the data protection act as it would appear Aperture instructed First Dispute Company and passed my details to them. This was done without my knowledge or permission.In respect to any possible PPI, at present MBNA can not tell me how much compensation (if any) is involved. i`m tempted to just progress the matter further with MBNA because what can Jarvis actually do to me. They can`t resurrect the IVA and put it back onto my credit file!!??
Sara (Debt Camel) says
did she say Jarvis have your IVA?
Chris Davies says
Hello Sara,
Yes, they have my IVA. The reason I was given was it was in case people like myself contacted them and they needed to refer to old contracts. It would appear that Aperture have sold them a large number of completed IVAs as well as “live” IVAs. I`m not sure what authority they have to do this. If they have done this to people with completed IVAs (like myslef), then I see it as a huge breach of the data protection act, especially if they have not informed the IVA client. It just all sounds very dodgy
Jarvis Insolvency says
Hello Chris,
I can confirm that only active IVAs were transferred to Jarvis Insolvency. Where an IVA has closed, ie the final report and certificate of completion/termination has been issued, these were not transferred to Jarvis Insolvency. However, a trust remains in place which Aperture are continuing to administer. It would be helpful to locate your IVA to get to the bottom of this for you. Would you be able to drop an email to welcome@jarvisiva.co.uk with your IVA reference number?
I can also confirm that Aperture’s IVA proposals allowed the Supervisor to make investigations into any financial mis-selling claims on your behalf and to appoint a third party company to do so, Frist Dispute Management. If your IVA has indeed closed under Aperture, any PPI award that is made would still be due into the IVA estate. As mentioned above, Aperture still manage the closed case IVA trusts and can be contacted on IVATrusts@aperture.uk.com for an update.
I hope this helps
Jarvis Insolvency
Julie says
Hi Chris
Just read your comments and I agree totally with you on data protection aspect as I’ve just had the same done to me.
Aperture also used the first dispute firm to apply for ppi info on myself and husband,I knew that I didn’t have any as I’m disabled and wouldn’t have be able acquire any ppi on any of my loans or credit cards,but my husband did have one,like yourself we’ve never given permission for our data to be passed to anyone other than our iva supervisors to deal with our creditors..
We’ve just had a letter from Lloyds bank saying a ppi case has been paid to aperture via a claim from first dispute..
We had no idea this was happening and the amount would’ve helped pay towards much needed work on my roof..
I tried to contact aperture but you can’t now,I contacted Jarvis who’ve now bought out open iva from aperture who told me that aperture are the only ones who I can talk to but only via email,that was 10 days ago and still no reply…
I’m sick with worry,julie
Julie says
I paid my last 5yr plan payment yesterday to jarvis.aoerture hasn’t replied to my email on the ppi payment they’ve received.
Jarvis told me that I have to try to remortgage and release equity,but obviously due to no credit rating,I’ll health of my husband and our ages. I receive highest rate of pip for personal and mobility issues.
There a very high probability that hubby will be made redundant by xmas aswell as 133 ppl are being made redundant.
I am aware that I can pay a further year tho which may be a struggle if redundancies to fall on us
Jarvis Insolvency says
Hello Julie,
Congratulations on making your final voluntary contribution into your IVA. If a PPI payment has been received, it will be due into your IVA for the benefit of your creditors,
Please do let us know if you struggle to make payments in lieu of the equity in your property if you are unable to remortgage, as we will be able to help you further.
Jarvis Insolvency
Julie jones says
My iva is now under Jarvis ( apparently)
When I contacted them they told me my final 5yr plan payment was £114.10..
I paid that and am now waiting for them to finalise a further year of payments as I can’t get any money out of my home..
I’ve just checked my bank and it’s showing that my final payment was paid to aperture !!
I’ve also had a call from a grant Thornton number !!!
saying their jarvis and that I still owe £101.15…
I’ve downloaded the portal their now sending us but all that is asking menus to download files ( no account details and no way of just messaging them via it)
What us GOING ON
Jarvis Insolvency says
Hi Julie
All active IVAs were transferred to Jarvis Insolvency and members of staff from the Aperture Belfast office were also transferred as part of the acquisition. Any payments made have been processed within your IVA as all direct debits were transferred over. Unfortunately the Aperture portal is no longer in use but if you’d like to get in touch with us please email welcome@jarvisiva.co.uk
Jarvis Insolvency
Julie jones says
Seeing as you get back to me quicker via debt camel than via your email system maybe this is the better platform…
Danny Bamber says
You have taken on approx 25,000 clients from Aperture so will this years annual review get done before Christmas regarding individual IVAs?
Jarvis Insolvency says
Hello Danny,
An annual review is required on each IVA within 2 months of the anniversary of the IVA, so it very much depends on the date that your IVA was approved. However, all annual reviews will be completed within the required timescales and you will receive a copy of the report that is sent to your creditors.
Jarvis Insolvency
Danny says
Thanks for response. Yes I see your point. The reviews will be spread out over the year as and when they become due. So that takes the pressure off you.
EB237 says
I set up an IVA in December 2018, for a debt around £6000. Ive got around £4000 left.
My financial circumstances have changed significantly since, in that at the time of the IVA being set up I was a student. Now, I earn lots more a month since qualifying in my role.
I contacted Aperture to inform them of this change a few months ago and filled out a new expenditure form but I never got a response. I have since made two more phone calls to Jarvis and both times have not been given any real information on what I can do. This has led to me feeling distressed because I desperately want to pay off as much as I can and as far as I am aware that whilst my salary has increased I am legally bound to be paying more into my IVA. It seems though, despite my efforts to do this, it has not been actioned. I made a further phone call and was advised to write an email with my concerns and include an updated expenditure form which showed I can afford to increase my payments 5x what I am now. I did this 4 weeks ago and still not recieved a response. Ideally i want to increase my payments monthly so that i can pay off the iva sooner.
As I delve more into this and do more reading I start to realise I could have been missold an IVA as a resolution to my problem. But I am worried that the IVA is going to seriously affect my chance of getting a mortage which is what I want. Do you have any advice?
Sara (Debt Camel) says
TO have your IVA completed early, in addition to paying off the debts that went into your IVA, you will also have to pay the IVA fees, likely to be about £3500. And possibly also statutory interest as well.
Also even when it is completed, your credit record will still be wrecked and you will find it VERY hard to get a mortgage until 2025. So there isn’t a lot of point is making your life hard by straining to repay it faster than Jarvis say.
Yes you may well have been mis-sold this. Putting a student, expecting their income to increase in the next few years, into an IVA for just £6000 … it is VERY unlikely a good debt adviser would have thought that was a good move. You should have had all the fees etc explained to you clearly so you could see what you were getting into. A debt management plan or possibly a DRO would have been much more sensible.
EB237 says
Thanks for your reply. I went into an IVA in the first place because I couldnt keep up with the interest payments from the credit card. I went through a period of months not actually repaying any of the credit card and just paying interest and eventually falling behind. When I went into the IVA the person who organised it knew my plan to qualify within 2 years, I was told at that time I could go into the IVA and my chances of getting a mortage wouldn’t be affected. I didnt know enough about it at the time and it appears to be the worst solution. I am very upset about it. To make things worse once the IVA had been started a few months later I recieved a letter from the credit card company saying I had been incorrectly charged interest. Something that I tried to fight with them when i began not being able to keep up the payments. Anyway by the sounds of it I am stuck in the IVA until 6 years are up. Just cant believe that I am now earning good money, cant get my way out of it and wont be able to get a mortage. Is there anythiny you suggest I do goint forward? Thank you for your time today.
EB237 says
Do you know if I was gifted the money from my partner would the extra £3500 fees apply? I wondered if that could help me get out of the IVA early and if it says completed on my credit file would it then help my chances of getting a mortage? It just seems reasonabls to me if I explained to the mortage advisors I was missold an IVA, am not in any financial difficulty whatsoever anymore and havent been since those missed payments in 2018 when I was earning a pittence – would that make a difference?
Sara (Debt Camel) says
Yes & No.
The 3500 fees are always charged.
But if you make an early settlement offer with the money coming from someone else , then if the creditors accept that offer the IVA is completed. That is different from you saying you want to pay more each month, then they will expect you to carry on until all the debts & fees are repaid in full. With the settlement offer, your creditors will get 3500 less, With the fully paid option, you pay more and your creditors get paid more. (I am simplifying a bit here)
It will still make it very hard to get a mortgage – but of course you will have a large deposit when you do get one, which is good.
I am afraid mortgage advisers aren’t likely to be interested in your story about how you were missold this.
Julie says
I’ve just finished my 5yr plan initially with aperture now Jarvis.
I’ve also given Jarvis redemption information on my home valuation and my husbands redundancy letter..
They’ve contacted us today saying there is equity in property and we’re to continue paying for another year paying same amount as before.
But as I’ve shown them Mr jones was made redundant on 4th December.
We’re no awaiting our 1st universal credit payment on 14th January but we won’t know until 10th January what amount we’ll be entitled to..
So I can’t honour any amount of payments until then…
Sara (Debt Camel) says
The UC won’t help with your mortgage – have you asked your lender for a payment break?
Julie Jones says
No as we had 3mnths furloughed
Sara (Debt Camel) says
ok, then read https://debtcamel.co.uk/coronavirus-mortgage-payment-holiday/ because getting a mortgage payment break is probably your top priority.
Did your husband get paid any redundancy money?
Julie says
Yes he had a small redundancy pay £2,653
Plus holidays owed
Sara (Debt Camel) says
ok so immediately you need to tell Jarvis about the redundancy. He will be allowed to keep all the redundcnay money as it is less then 6 months of income.
Normally he would be expected to carry on paying the IVA while the redundancy money lasts. You won’t know how long that will be until you know what UC you will get and if you can get the mortgage payment break.
There are lots of different ways this could go in the future unless he gets a job paying the same amount pretty quickly. Below are some thoughts but I think you could probably do with some debt advice on your options. I suggest your local Citizens Advice.
If you get to the point where he hasnt got another job and you can’t pay the IVA as the money has run out, you can ask Jarvis for a payment break. But if the mortgage break ends and he still hasn’t found a job, that means he will start getting mortgage arrears. At that point you may want to ask Jarvis to agree to complete his IVA on the basis of the payments he has made so far.
Julie Jones says
Jarvis has just received a ppi claim payment of £2800, surely this can be used as goodwill help towards my now financial situation
Sara (Debt Camel) says
You would think… but Jarvis is very likely to say that money has to go to your creditors and will make no difference to the amount you have to pay and legally they are correct.
On the plus side, if you insist on your creditors being asked to approve completing the IVA on the basis of funds paid to date, that will now include the PPI claim so hopefully your creditors are more likely to agree.
Vickie says
Hi. I am going into my 3rd year of my IVA now. Just completed my 2nd I&E review that was due 4th Jan. Not heard back yet. Jarvis has my IVA now. I owed £13k to 6 creditors. I had a big PPI payout from Barclays that I contacted them about before going into my IVA but of course the money went to Aperture. They eventually gave me the compensation interest back as they are legally not allowed to keep this but it took 4 months of chasing them. Problem is, when I had my report through in Jan 2019 after my first year it showed that most of the PPI refund was sitting as ‘in bank’ on the document. When I questioned aperture they said it would not be paid to my creditors straight away as it could be used for fees??? But isn’t part of my monthly payment of £90 go on fees?? They are just earning interest off this money aren’t they?
I have been reading reviews online about Jarvis and Aperture, something I haven’t done before and I am so scared now as they are shocking. People are saying that after their final payment on the 5th year that they are being told that they owe more money and that their IVA has been extended?? Why would it? Under what circumstances does this happen? I am honest in my I&E’s and everything matches up to my bank statements so I haven’t made up any expenditure anywhere. I have never missed a payment either. But I am terrified that they are going to do this to me.
Sara (Debt Camel) says
They will be charging fees for processing the IVA payments. And if your IVA fails now, you may not have paid all the fees so they can then be taken.
they will be getting little or no interest from this, but they probably hate to pay out money when it can be sitting in their own account!
People can owe money at the end if they have had windfall payments or overtime say that they did not report to their IVA firm. Or where it was reported but the IVA firm incorrectly ignored it – which may have happened with Aperture.
This isn’t a reason to be terrified. But there is nothing you can do except cross your fingers and hope yours goes through ok.
Kate says
We took an IVA with vanguard in May 19 and everything has been fine, paid every month no problems but we had no contact about our annual review until September when I was told by Ebenegate that we should be paying over £300 instead of £117. I told it wasn’t possible and they said they will do a review which we did in October but heard nothing until last week. I was asked if we could afford £260, so I said O was unsure and asked what the review said. They told me it said we could afford £190 but if we did that we would have to add another 12-24 months to our IVA. We already have a 6 year term and I didn’t realise it could be extended. I am to be honest really confused about how the new company are being with us and unsure where we stand. Can they extend our IVA, and why would they ask for more than the review amount
Sara (Debt Camel) says
Sorry a lot of questions:
Did you have Overtime or a pay rise something you didn’t tell them about?
Are either of you key workers?
Why was your IVA 6 years?
Can you really afford £190 a month?
Your income must have gone up but have your expenses also increased?
Kate says
No overtime or pay rises, and neither of us out key workers. I am self employed with no support from the government and had to stop my business for he schooling, my husband has worked from home mainly since April so no furlough. We have gone into UC due to me not being able to work but it isn’t a huge amount compared to me what I brought in and out tax credits. I think we could afford the £190 and would be happy to try that, I am just confused to why they have thrown so many figures at us.
Sara (Debt Camel) says
ok so you need to go back to Ebenegate and ask:
– why they say you owe more as your income did not increase in the first year of your IVA
– say your income has decreased because your self emploeyed business has been badly hit by having home school so say you need your payments to be reduced from 3117, not increased.
– ask them to provide their detailed I&E calculations as you agreed to the IVA on the basis of the original Vanguard calaculations and your situation has got worse since then not better.
Can you answer my question about why your IVA was set at 6 years not 5?
Are you buying or renting?
Kate says
Yes sorry it was 6 years because of how much we owed and the credits requested it. We rent
Sara (Debt Camel) says
ok then probably you would have been much better off going bankrupt, if you didn’t qualify for an IVA.
What happened to the idea of your parents offering some money to settle the IVA?
Kate says
Unfortunately it was from inheritance but things didn’t work out as expected
Sara (Debt Camel) says
ok, shame for you.
I think you need to be firm with Ebenegate. There has to be a reason why your payments should be hiked or they can say that you should have paid more earlier – you agreed to much lowetr payments. if you agree to them being increased then your IVA may well later fail – about 30% if IVAs do.
Cblanche says
I’ve also had issues with Ebengate who seem to have randomly made up figures for my review but refuse to share the calculations with me
Sara (Debt Camel) says
Send them a formal complaint in writing (eg by email). They have to explain how they have arrived at the numbers.
Mr B says
I have had a letter off Santander saying that you have applied for pip and they have agreed to pay £2.441.19 to me do I get this money this was done by aperture debit solution account number ending in 6508 5954 9058 this was an alliance and Leicester could you please let me know what happens to this money that has been awarded
JOHN says
I am 67 and currently in an IVA with around 3-4 year left to go. I owe over 12k to my creditors (4 in total). My daughter says she is going to give me 7k to help me out.
Should i ring my 4 creditors up individually and ask them if they are willing to take X amount to accept to close the account and then contact my IVA company to say the debts have been settled or do i let the IVA company know and get them to ring my creditors ?
Also have you or anyone on here done or heard of anything like this before?
i have a mortage and have read that they may either extend my IVA by an eatra year or ask me to remortage my house to make final payments to my creditors
As always Sara you are sush a great help to many people put there and always give fantasic advise. Keep up the good work!
Sara (Debt Camel) says
You can’t make arrangements with your creditors when you are in an IVA – they won’t talk to you.
How much are you paying a month and is it hard to manage? Was your IVA originally 5 years or 6.
Foggy says
You could look into offering a full and final offer, based on the remaining payments plus 12 extra in lieu of equity, via your IVA provider. Your provider would then arrange a meeting with creditors to discuss the offer. You should not attempt to negotiate with creditors yourself.
Julie says
Hi Sara,I’m with jarvis ( from aperture)
They recently sent me a cheque for ppi interest owed to me and my husband.
It was made out to us both but it had to be sent back as we’ve not got a joint bank account.
They’ve now told me that if I require another cheque sent out to one of us that it could take 60 days or I can have it paid into my account but that could take 30 days !!!!
When I had to request this interest to be repaid initially it took only 4 days approx.
What are jarvis playing at my husbands been made redundant and I’m disabled we need this money immediately that they’ve been holding..
Sara (Debt Camel) says
Have you told them this?
Julie says
Yes
I’ve now also given them my account details to get it paid quicker
Derek says
Hi
On July 2018 we started 6 yers IVA with Vanguard and now is sold to Ebenegate .After a few phone calls about
reviu last year we still do not have the annual review. Should I still wait until the next deadline for submitting expenses in 2020/2021. This situation is worrying for us.
Sara (Debt Camel) says
Has your Income changed? Have your expenses gone up?
Julie Jones says
Hi all,I was advised nearly 6 yrs ago ( via help with the citizens advice burea)
that going into an iva was the best solution for my husband this way meant there was no way any creditors could make us sell our mortgaged home.
There was a lot of paperwork that came once we’d signed up with (grant thorntons first but then it changed to aperture and now jarvis !!!)
We were initially told that we could do 5yrs but could be taken to 6yrs if payment breaks so to speak were taken for emergencies etc.We weren’t aware of the actual amount of our payments was taken out for iva expenses..It was upsetting to say the least,
Paid 5yrs up in december 2020.
Then told to get redemption info about our still mortgaged home,
My husband was made redundant in December and is now only receiving jsa.
His wages owed we’ve lived on so wasn’t entitled to uc..
We’re aged 62 /61 and he’s looking for work as he’s always worked and still wants and needs to financially.
I’m disabled,
Jarvis has received a ppi award paid to them and didn’t infirm us that we’re entitled to the interest on this award payment,when I asked them for it they said it had been sent in October????
I told them nothing was received and they promptly sent a cheque to us made out jointly this was ret6as we don’t have a joint account I’ve given them my bank details and still this money hasn’t been paid.
We’re in need desperately as we need roof work doing,they are not so forthcoming to pay me now
Sara (Debt Camel) says
I think a lot of people were hoping customers would get better treatment from JArvis than Aperture, who in the later years were very poor at communication. I hope you get your money soon!
Julie Jones says
Thankyou sarah we have appreciated your much needed advice since hubby was told of his impending redundancy in December
Steve says
Hi, my IVA was transferred (Vanguard to Ebenegate) and since then I am not able to contact to my Insolvency Practitioner. All the contact numbers are now taken by the new company, but they say I am still under the supervision of the same person. There is a difference between some records the new company has about my monthly threshold and they say they were given all the datas by the other company. I am only able to speak with customer service staff, but the only thing they keep saying is that they have every datas from the other company. But at the same time they say the terms of my arrangment will remain the same. How and who can I ask to my datas to be updated? My annual review is in a few month time and I really worried.
Derej says
Hi
Yes my Income changed it’s drop and we got little help by UC like £100/£200 per month only one month was £750 when my all family was with COVID-19 positive and we was on very low income. My experience stay on this same level. But Vanguard sent to us leter on September that our IVA is ok and still we pay that amount like last year. From new company nofing.
Sara (Debt Camel) says
How many years to go in the IVA?
How much are you paying a month at the moment?
Are you buying or renting?
Derek says
Hi
On July will by 3 yers plus next 3 years. Wy pay £170 per month and we ranting house.
Sara (Debt Camel) says
I think you should talk to National Debtline on 0808 808 4000 about your options. It sounds as though this IVA is now unaffordable for you. National Debtline can help you look at what your options are. It may be better for the IVA to “fail” and for each of you to have a Debt Relief Order.
Derek says
Yes but whot about money whot I already paid is more them £5000 and Debt Relief Order pay for next 6 yers and we got 2 cars one worth £1200 next £7000. Its only more them 3 years and we finish IVA.
Sara (Debt Camel) says
in a DRO you don’t have to make ANY monthly payments and your debts are wiped out.
The value of the cars may be a problem, but a DRO may be suitable for one of you and the other person’s IVA could continue.
Could you manage with only one car?
Alternatively if the current IVA contributions are unaffordable, you need to ask for a reduction in the contributaions. How much do you think you can afford?
Derek says
At the moment we 👌. Depending of spending after all payments ren bill and iva I have extra £40-£60 per month if we heve spend extra on aprox broken house stuff. Only that new company Ebenegate will cancel my standar order and from April will start use Recurring Card Payment. The told my payment bay SO is to late for them 5 days. Do I have to worry about that RCP ? As well my IVA is join acc with total debt £55.000. And that will be difficult to split debets. Ps they told my Vanguard don’t pass to them my reviews but payment will be on kept on £170 up to new review in July.
Foggy says
RCPs do not have anything like the Direct Debit Guarantee and, it has happened in the past, recipients can take higher payments without your agreement. I would refuse to agree to RCPs and I doubt that they could force you. At the start of your IVA you, and your IP, agreed payments by DD were acceptable and that agreement forms part of your business contract.
Derek says
OMG and just today I gave them the data from the my card because in the letter what sent to me they wrote that I have 14 days to do it. I can’t go back and stay in SO right? It’s to late 😪
Sara (Debt Camel) says
you can tell the card (is that your debit card?) that you want to cancel the CPA set up to them. then tell them you want to set up a direct debtit.
Terry says
I am part way through an IVA which commenced on 1 August 2017 for a period of 72 months.
It was originally with Vanguard, now transferred to Ebenegate.
I have made the required payments by standing order every month and have never been late or missed a payment.
Ebenegate has now asked me to set up Recurring Card Payments in place of the standing order.
My understanding of RCPs is that this would move the control of the payments from me to the insolvency practitioner and that they could, theoretically, take any amount they wanted from my account.
Two points arise:
1. Why do they require the change as the IVA is almost two thirds of the way through and there have been no problems thus far?
2. Can I refuse the request to change the method of payment?
Any advice you can give would be much appreciated.
Julie says
Personally I would say that you choose the method of payment that suits you,I’ve just finished a 5yr plan from aperture to jarvis and I pay them via portal payments,not by dd/standing orders/or card payments..your choice of paying your iva is what’s acceptable and suitable to you.
Weatherman says
Hi Terry
In general, you’re right – under an RCP, the payment is ‘pulled’ from your account by the organisation you’re paying, rather than ‘pushed’ by you (by a standing order). However, when it comes to IVAs, there are particular rules about when/how the payment can be varied, so you shouldn’t get any nasty surprises. If you do, you can and should complain.
It’s probably just Ebenegate’s standard practice to use RCPs instead of standing orders (to answer your first question). The IVA protocol is silent about the method of payment that should be used, so I don’t know if Ebenegate can demand that you use this method of payment. You can certainly ask them if you can continue to pay by standing order and see what they say.
Sara (Debt Camel) says
I don’t think an iVA can insist on the way you pay them. And to be honest I would not trust an IVA firm to get this right. RCPs are out of your control and it’s not even easy to get back money taken in error like under a direct debit.
Kate says
I’ve just had a heated debate with a woman from Ebenegate about paying by RCP and she said it’s not my choice of how to pay, I have to pay the way they tell me. Where can I go with this? I don’t want to give them 24/7 access to my bank account when I’ve seen so many horror stories about annual reviews! We haven’t had a review at all with them and I’d rather it stayed that way!! I’m 18 months into a 5 year agreement, I’m on maternity leave nut due to return to work and also looking at spending a year at uni as a full time student.
Simon says
Hey Kate,
What was the outcome of the call? Did they say why you couldn’t pay via Direct Debit or Standing Order?
Terry says
The following is an extract from the IVA Protocol from the section entitled:
“Duties of Supervisor”
10(10) The Supervisor is required to review your income and expenditure once in every 12 months by reference to latest form P60, pay slips and proof of increase in any expenditure. You will be required to increase your monthly contribution by 50% of any net surplus one month following such review.
This suggests to me that the Supervisor does not have the option to vary the amount of payments as he sees fit, but is governed by fairly strict rules.
Sara (Debt Camel) says
You absolutely do need annual reviews. They are for your protection, not just for the IVA firm to hike your payments. If several years go by without, when there is a review you may be told you owe a lareg amount of money and your IVA may be extended.
And if this April your council tax jumps, you can ask for your IVA payments to be reduced.
Simon says
Hello,
I’m also having the same issues with Ebenegate asking to switch to an RCP payment from a standing order. They’ve said that the old Vanguard account I’ve been paying into is closing, so have asked for their new bank account details to switch my standing order to. Just waiting to hear back about this from them.
I’ve seen others mention that the only way they accept payments now is through an RCP. Am I within my rights to refuse this method? I agreed to a standing order when I set my IVA up with Vanguard, and I really don’t feel comfortable handing my card details over, with the potential of them being able to take out whatever amount of money, whenever they like. Could they fail my IVA if I refuse to pay via RCP?
Kate says
Hi Simon,
They said they don’t have any other way of taking payment. I said that it was in my agreement that payment would be made by standing order, but she just said “not any more…”! She was really rude.
I’ve tried emailing Vanguard and Peter Jackson but the emails all bounce back. If you check out Peter Jackson online you can see he had a disciplinary hearing and got fined last year. I wonder if its all linked???
Simon says
This is really concerning :( Did you email Peter Jackson on: peter.jackson@vanguardinsolvency.co.uk?
Just waiting to hear back from Ebenegate still, but I’m just going to refuse to pay via RCP and will tell them I’m going to escalate a complaint to The Insolvency Service.
That complaint against him could be linked, not too sure though.
Does anyone have any advice on what we can do to avoid paying by RCP?
Steve says
Hi Kate,
As i had the same problem, I aslo tried to contact with Peter Jackson, but he seems not contactable any more. All the phone number has taken over by Ebenegate, and all the emails are all bounced back from Vanguard. The only way now to discuss our IVAs is with Ebenegate, I can’t find any direct connection to Peter Jackson. Which doesn’t seems to be legal to me, as he is still the IP of our cases, but don’t know what to do now.
Kate says
Hi both,
Yes I emailed that email address as well as the supervisory@vanguard address and both were returned. I saw the advice on the other page too.
I’ve tried all the phone numbers I can find for him and had no joy. I am deeply concerned about the disciplinary case but don’t know where to go now. I will try CAB and StepChange tomorrow to see if I can get any more advice. I will post back if I get any further.
Simon says
If it comes down to it and we have to pay via RCP, I’d suggest getting a prepaid debit card like Revolut and then just drop in your monthly IVA payments into that. That way your normal bank account cant be potentially robbed of more money than you should be paying monthly. With a prepaid card, you can’t spend more than is on the card.
Foggy says
I would suggest, in the absence of any meaningful way to contact your IP or Vanguard, that a complaint be made directly to Mr Jackson’s regulatory body, the IPA, via the Government Gateway. https://www.gov.uk/government/publications/insolvency-practitioners-guidance-for-those-who-want-to-complain/insolvency-practitioners-guidance-on-how-to-complain-about-an-insolvency-practitioner Link to complain in Section 3 of the information pages linked here.
Weatherman says
Hi Kate & Simon
If they don’t give you new bank details for a standing order, then at least for now you’ll need to make payments by RCP. Otherwise the IVA could fail because there are no payments coming in.
In the meantime you could try making a complaint to Ebenegate about their inflexibility over reasonable payment methods. If they refuse you can also complain to the Insolvency Service.
If you refuse to pay by RCP & the IVA fails as a result you could complain, but again I don’t have any idea of how likely you’d be to win and you’d risk just ending up with a failed IVA.
Sara (Debt Camel) says
Simon, Kate, Steve,
I think at the moment I would be objecting strongly to RCP payments. You have been making payments so far by standing order. There is nothing in the IVA T&Cs (I assume – these would normally be standard protocol IVA T&Cs) that you have to pay by the means specified by your IVA firm.
There is often a clause that says you have to comply with reasonable requests by your IVA firm. Requiring you to use RCP is NOT a reasonable request in my opinion.
Julie Jones says
When I was with grant Thornton i paid online then aperture I made my payments via the portal as I wanted to have control of my payment method…then onto jarvis as you may be aware it’s now been re branded as debt management ?????????
I paid via their online method….just remember that all these iva companies are making a paying themselves a higher amount of money than is actually going to your debtors
Terry says
Ebenegate are behaving like a bunch of debt collecting thugs just intent on maximising their commission instead of properly supervising the IVAs.
The only way I can see this ending is for a joint complaint to the Insolvency Service or if that fails then the instigation of what in the USA is called a Class Action, whereby one person starts Court Action on behalf of a group of people.
Let’s hope the former would work because the latter could be very messy.
Terry says
Peter Jackson actually had 3 disciplinary sanctions made against him last year:
20 March 2020
8 September 2020
26 November 2020
As others have mentioned, Peter Jackson is still the supervisor of my IVA (at least I have not been informed otherwise).
If we continue to be mistreated by Ebenegate then the appropriate action would be to write an official complaint to Peter Jackson. He writes on Ebenegate letterhead, using all their contact details, so I presume that is still valid.
In the absence of a reply or an unsatisfactory response further complaints should be made to his supervisory body. If they were to get several more complaints it may spur them into more forceful action.
Kevin Thallon says
Hi Simon, Kate, Steve,
Please accept my apologies that you have not had the best experience when speaking to some members of my team. You can continue to pay by your original method, however in our experience most of our customers have preferred the flexibility of the recurring card process. You can stop payments, change dates and amounts easily and there are no charges for set up, administration or failed payment attempts.
For the avoidance of doubt we cannot take payments that you have not authorised.
Please feel free to contact me directly at Kevin.Thallon@Ebenegate.co.uk or on 0141 218 4816 or alternatively free phone number 0800 019 83 83 and I can review your individual circumstances.
Kind Regards
Kevin Thallon
Operations Manager
Ebenegate
Terry says
Our vigilance seems to have had an effect at last. I am very pleased to see an official response from Ebenegate. Hopefully we can now proceed in a civilised and business manner.
Foggy says
One of the forum members called Ebengate today and referred to Mr Thallon’s post … didn’t get anywhere and is awaiting a call back after the operator has ‘spoken to a manager’ .
Sara (Debt Camel) says
oh. That is disappointing.
SpyderTracks says
I’m deeply shocked by reading this forum, and very grateful for everyone that has posted.
I started my IVA with Peter Jackson @ Vanguard also which has now moved to Ebenegate. With the recurring card payments, I wasn’t given an option, I ignored the first 2 offers, but then they came a third time and said I didn’t have a choice. I was not comfortable in setting up RCP, but felt I had no choice. I will be cancelling as soon as possible, but I’m offended that Ebenegate are giving no options to customers that they ought to be.
Now, I’ve just had an email through about giving details for my Annual Review. I absolutely flabbergasted that they propose I link them to my actual bank account so they can access my statements! This is just completely unacceptable! Who do they think they are? Yet again, they don’t give any alternative so you’re made to feel you have no choice.
This is the final straw for me, I shall be making a formal complaint through official channels.
Sara (Debt Camel) says
Vanguard have outsourced IVA processing to Ebenegate.
Unless you have been informed otherwise, Peter Jackson is still your Insolvency Practioner. Here is his entry in the IP register: https://www.insolvencydirect.bis.gov.uk/fip1/Home/IP/9085 which gives a Vanguard email address to reach him.
But his Linkedin page https://uk.linkedin.com/in/peter-jackson-6b3b7935 says he no longer works for Vanguard but for Oakfield Financial. Oakfield have not yet got round to setting up their website http://www.oakfieldfslimited.co.uk/ which does not inspire confidence.
I will be cancelling as soon as possible,
That is now. Phone up your bank and tell them. Then tell Ebengate you wish to pay by standing order or DD.
I absolutely flabbergasted that they propose I link them to my actual bank account so they can access my statements!
Creditfix tried to get customers to do this a while ago. It’s not a dreadful idea but they can’t make you do it if you don’t want to.
SpyderTracks says
Thank you so much, Sara, not just for your continued dedication to all of us, but especially for replying to promptly on a Sunday! This is an invaluable resource in making sense of quite a cutthroat business.
I have called my bank and put a block on any payments to Ebenegate, I have also emailed Ebenegate and said I’m not comfortable giving them access to my bank account, and also would like them to recall the RCP and provide me with details to set up a DD or Standing Order.
I will be contacting Kevin Thallon as well separately.
Really appreciate your time!
Sara (Debt Camel) says
you could contact Kevin Thallon (see comment above) who may be able to help you?
SpyderTracks says
So I have have tried numerous times to arrange a direct debit or standing order with Ebenegate but so far they’re insisting the only method of payment I am able to do is a recurring card payment.
I’ve also queried multiple times on how to proceed getting them the details for the annual review without giving them access to my bank account, and they’ve completely ignored any questions.
So far, I’m not enjoying my experience with Ebenegate whatsoever, I find they’re tactics underhand and bullyish.
Sara (Debt Camel) says
cancel your RCP so you are not asking them for a favour but telling them this is unacceptable. Has Kevin Thallon replied to you?
Steve says
Their annual review team’s email address is EG.annualreviews@ebenegate.co.uk, you can try to send your documents to this email address.
Simon Milborrow says
I have blocked payments from the account to Ebenegate. The bank say they aren’t able to cancel the RCP because a payment hasn’t gone out yet under it.
I actually just received a new card from the bank today, so it may all be null and void anyway.
I haven’t heard back from Kevin Thallon yet, but only contacted his this afternoon.
I realise I can email documents, but it’s actually very unsafe to do so with this type of material. Email is not secure in anyway.
Vanguard had a service where you could upload documents to a secure cloud storage. That is what I would expect, to ask someone to email sensitive documents in this day and age is beyond belief.
SpyderTracks says
So Ebenegate refused to deal with me by email and said I had to phone to arrange payment terms.
I called up and they stated the ONLY option I had was recurring card payments. I stated I wasn’t happy with this and asked for Direct Debit. They said that since a missed payment could result in charges that they were unable to set this up.
I mentioned Kevin Thallon had expressly stated that I was perfectly allowed to do another form of payment so they have referred me to him.
Until such time as something can be arranged I’ve agreed to make manual payments over the phone each month.
They’re not accepting any other form of payment other than RCP it seems. But I’m not bowing to those terms.
They still haven’t given me any details of who is dealing with my case, or what details I need to send in for annual review or by what process.
I’m really not happy with their service at the moment.
SpyderTracks says
Have had a response from Kevin Thallon, he’s been away for a little while hence the delay.
He’s arranged to call me first thing tomorrow to discuss so will update then.
Fingers crossed.
SpyderTracks says
Just got off the phone with Kevin Thallon, what a great guy.
He treated me as a client rather than a number, listened to my concerns and addressed each of them individually.
He’s going to remove the RCP from their systems and forward me details so I can set up a standing order again.
He’s also going to arrange for the yearly review team to contact me directly and guide me through what details they need me to send.
Regarding RCP payments, Ebenegate have already twice requested some random amount from my bank account yesterday and today which was blocked by the bank that isn’t relevant to my monthly payment, and it’s almost a week before the date my payment is due to be made. Exactly why I wasn’t comfortable with RCP.
I have to say though, Kevin Thallon is the kind of person I want to be liaising with, professional, concise, relateable and considerate.
Steve says
So does it mean they provide you their bank details for set up a standing order?
SpyderTracks says
Hiya
Yes, they sent me the details for the original vanguard account to set up a Standing Order again.
Matty Jones says
I am due to finish my IVA this year with Kingsgate>Vanguard>Ebengate. I was forced to quit my job in Dec/19. I explained this to Vanguard and they said they would look into what could be done. Several months later I had a letter saying I’d failed to provide details for my Annual Review. I emailed and corrected this within days. This was the middle of last year and I still no Review. I have been borrowing money to maintain payments. I have been paying FAR beyond my means for over a year now.
Ive been awarded around £2700 PPI claim, the cheque hadnt arrived to them 2 months after it was sent from my bank, yet was oddly cashed days after my chasing of it?! Some of their agents have said I can ask to keep all/some of this to help me with living costs. They said it will be held until a meeting is called and I would be able to put my case across. My bank has confirmed its been cashed.
Should they have still been charging me the same from my 18/19 review even though I have been out of work for 15months now?
Is there any way I can get any of this excess money I have paid in, paid back. Can I ask for any of the PPI claim too?
As they havent given me a review in nearly 2 years surely this is in breach of my contract “3.4 The Supervisor will review my income and expenditure annually” is as its worded in my contract.
Any advice would be great as I am looking at seeking medical help for the stress and depression this is causing me.
Weatherman says
Hi Matty
They should have given you an annual review each year, as you say – and that review should have flagged up your change in available income for the IVA. Then you would either make a new offer to the creditors, or the IVA would have ‘failed’ if they didn’t accept it.
I suggest you make a formal complaint to Ebengate and request an urgent review.
I would also speak to National Debtline, who can advise you of your options if the IVA does fail. You might be able to keep struggling to make the payments and get it all done this year – but if you can’t, or that’s going to continue to cause you financial & health problems, there might be other options. Their number is 0808 808 4000
Sara (Debt Camel) says
I think you should consider stopping paying until this is resolved. You should NOT be borrowing to make these payments. Get some good advice from National Debtline as Weatherman says.
Matty Jones says
Thank you for the advice.
I called the NDL and they have sent me some info to go over and said to complain to Ebengate. The problem is I have been complaining to them and they keep fobbing me off. They say they are doing everything they can and I must wait for my review; this is was I’m complaining about, the fact I haven’t had one. NDL also said to complain to my IP but I have never spoken or emailed with him and have not contact details. A quick google shows he’s had several complaints against him upheld. I dont want my IVA to fail but I fear they leading me down this path…
Terry says
Just had confirmation from Ebenegate that I can continue my payments by standing order in exactly the same way as previously.
Terry says
Just had a request from Ebenegate for access to my bank account on the excuse that my annual review is due. My annual review is due on 2 July 2021. Needless to say, I refused.
Kate Hughes says
Did you get a reply to this? We have just been asked the same and I have told them so just wondering what to expect back
Terry says
Did not get a reply, but other comments here suggest that you can refuse and then refer them back to Kevin Thallon.
Derek says
I just spoke with them and my payment will by on new way unfortunately they not accept standat order or DD an I don’t whont fall after 3 years payment and for reviewing that email is automatically and they contact with my on May/ my review is 16 July. That company is really strange and terrifying. .
Sara (Debt Camel) says
you could contact Kevin Thallon (see comment above) who may be able to help you?
SpyderTracks says
Do contact Kevin Thallon at Kevin.Thallon@Ebenegate.co.uk
I found him incredibly helpful and professional.
He arranged for me to pay via Standing Order rather then RCP.
He also arranged for me to go about my annual review without having to link them to my bank account as they had suggested without giving alternatives.
Kevin is great, very easy to deal with.
Kate says
More problems with Ebengate,
We have recently received an email saying our annual review is due, our last one was in November so I find this strange although it was delayed due to changeover and covid so would be around May. The email has a link and asks us to click on it and give them access to our online bank account! The email is eg.annualreviews@ebenegate.co.uk so looks rather legit, however I am not happy allowing them to have access to our bank account. Vanguard never asked for this and were happy for us to send copy’s of our bank statements. I am currently awaiting a reply form Ebenegate but do I have to allow them this access, it makes me rather uncomfortable. Especially seeing as we have already changed our payment system and lost control over that.
Zoe says
Hi, I’m hoping someone can advise me what the best action to take is please. I entered into an IVA with Swift Insolvency in December 2018. I made 2-3 payments, then Aperture took over. I was concerned the company I had trusted to take my money had pay nothing to my creditors and spoke to them all individually. obviously, they never received a penny. When I questioned aperture they never got back to me. I will admit, I buried my head in the sand after not receiving any correspondence from them, through email, phone or post requesting I continue to make my monthly payments. It is only this year I grew up and took responsibility of my problems and decided to ring Debt Movement (the 3rd different company since Swift) and request this be resolved. Debt movement have zero records of my IVA. They said they have asked someone to contact me and still nothing. my IVA shows as Active and not defaulted or failed on the insolvency register currently, its been over 2 years and I want to rebuild my credit and resolve my debts with the creditors without an IVA. will this be possible? I have not received one correspondence from any of my creditors over the past 2 years. Any help would be greatly appreciated.
Sara (Debt Camel) says
You can’t repay your creditors direct when you have an IVA a still live.
If Debt Movement or whatever Jarvis are currently calling themselves have no record of you, Aperture must still have the details.
Do you know who your original Insolvency Practioner was? Did that change when the IVA was sold to Aperture?
Darren says
Vanguard:
Paid £1700 June 2019 – December 2020.
Ebenegate:
Paid £500 January 2021 – May 2021
£2300 has been paid on my IVA since June 2019 and yet my credit karma shows that no a single penny has paid anything of my debtors in that time and I still owe what I originally owed over 2 years ago. What is going on and why has the 2300 I have given not paid anything off yet.
Sara (Debt Camel) says
Creditors often don’t update credit records with tine IVA payments. Not much gets paid to creditors in the first couple of years but there should have been a bit.
You need to ask Ebengate how much has been paid to creditors. Send an email to compliance@ebenegate.co.uk with the titla “Subject Access request” and say you would like details of all the payments that have been made so far to each of your creditors – date and amount.
Darren says
Email does not work. I have asked questions and for information to that affect via separate emails from ebangate but still no answer from them.
Sara (Debt Camel) says
ok that should not be happening.
Email Kevin.Thallon@Ebenegate.co.uk and explain you are trying to make a Subject Access Request but the email address on the Ebengate website for this (compliance@ebenegate.co.uk) is not working. Ask him where you should send your request.
Darren says
They got back to me and answered my queries. So they are telling me that it is going to be 3 years and over £3,000 before I even start to pay my creditors a single penny, this is absolutely shocking and if I would have known this from the start I would have never done this IVA in the first place. I feel this is not explained properly and would change a lot of people’s thought process from the start. I am in to far now but can I look into things or do anything about it as the way you do things and the information you give is appalling.
Sara (Debt Camel) says
How large were the debts going into your IVA?
Did you have any assets to protect, eg a house with equity?
You are paying £100 a month – is that affordable?
Derek says
On 16 July I have annual review. How to do that with new company after transver from Vanguard to Ebengate. Do I have to give them access to my bank account. For Vanguard a was sending all documents by post/P60, payslips, house bills plus average monthly spending. As well because of Covid-19 we on first year from 24/08/20 on UC because ours earning its not stable per month. How to calculate that income because DWP toldas is not income?
IVA start 01/08/18 payment £170.
Sara (Debt Camel) says
No you do not have to use open banking to give them access if you don’t want to. You can send all the old records… of course it may simply be easier to use open banking – it benefits you as well as them.
Your UC will count as income for your IVA. The DWP may have meant that it is not taxable as income, which is different.
Is the £170 a month affordable? It sounds a lot for someone on UC to be paying?
Derek says
Yes because UC covered my income when I have less hours at work and days off. For example one month was £35 but another was £360 when I was one week off. On April I was 6 days off because I was sick and UC will by aprox £600. Plus my earnings is weekly pay for 4 on 4 off is based on 12 hour shifts. But from 1 June all stuff from my company will by move on salary whot will by ease calculate income. Vanguard calculate 2 years ago we can take home both aprox £3050. Whot to do if after my 12 months calculations we wil get extra with UC £100 extra. The IVA will Fall?
Sara (Debt Camel) says
All your work income and UC income is showing on your bank statements I assume?
So you can work out what your total income was each month from work and from UC. This may have varied a lot but Vanguard should manage this.
If your pay dropped for lower hours, it is unlikely your UC would go up as much as you lost. So UC is unlikely to result in you getting more income overall.
If you had extra shifts because of covid-19, you should NOT have to pay more to your IVA because of that.
I think you just need to send them the information and wait and see what they say. Then challenge it if they say you owe more money.
Derek says
On my 10 months income calculation from wages and UC wy have £68.97 over that what we have permission to earn. From Iva annual review 2019 no review new sum on 2020 because Vanguard move to Ebenegate and total was £2975.50 and average we have at the moment £3044.47. ps no extra hours at work less because Covid-19.
Sara (Debt Camel) says
so see what ebenegate say – there may not be a problem or it may be a small one.
Derek says
Hi
I would like to inform that extra grant from UC not changed our monthly payments for IVA after annual review. 3 yers with IVA is done. We start 4th year with £170 like from beginning. …. only 36 months left.
Ellen says
Hello,
I have just had a variations meeting with Jarvis, a third party has offered a lump sum settlement to complete my IVA. They phoned me today to say that the creditors have accepted the offer. Jarvis followed this up with an email showing their bank details details and asked me to make the transaction to them with the settlement. I feel worried to send such a large amount of money without any contract, there email seems vague. Is this safe to do? Any advice would be appreicated. Thank you
Sara (Debt Camel) says
So you don’t have anything in writing from Jarvis saying the offer has been accepted? I suggest you phone them 0333 987 0000 and say you would like this clearly set out in an email before you transfer the money to them. There is no desperate hurry, better safe than sorry.
Ellen Birmingham says
In fact it is not Jarvis it is Debt Movement Ltd. It has changed over 2 or 3 times since it began.