A bit of a rant but I felt I should share my situation.
I received an email which informed me that my monthly payments will be going up in order to clear arrears I have accrued.
Checking my thermostat settings, realised that for the last couple of months, I've had the heating on for 4 hours per day more than I thought it was.
In the email, PP offered to let me clear the arrears with a one-off payment, rather than increase my bill. All I had to do was provide them with a phone number and convenient time to call. This sounded great, so I gave my number and told them to call between 9-10am, Monday to Friday this week.
On Tuesday I received a call which claimed to be from PP. I had no way of knowing this was true, so given that I would be making a considerable card payment over the phone, I asked if I could call PP back using a listed customer support number, rather than potentially sending money to a scam company.
I was told PP have blocked incoming calls, so this wouldn't be possible. When I asked for the person on the phone to prove he was from PP, he didn't have a clue what to do.
I sent PP an email with a code for him to read out over the phone, but this was apparently too confusing, so instead he sent me an email from the official PP customer service address.
Having received this, I was confident enough that it was PP.
Then it was time for him to verify my identity. Unfortunately after confirming my address, the line went quiet.
Apparently we had been cut off, so I waited for a while, hoping he would call back. There must have been a signal problem because I received an answerphone message a few minutes later, saying he would try again tomorrow.
I immediately sent both an email and a message via chatbot to say I'm still waiting by the phone, please could he ring back again. This all happened whilst I was at work, so I really didn't want to be away from my desk for any longer than necessary.
I didn't receive another call.
Today I received an email saying my monthly payments have increased.
I replied to this email to ask again if I can clear my debt in one payment, but I'm not confident that my problem will be solved. I'm feeling quite disappointed by the standard of communication from PP. I think the advisors would benefit from training in a method to prove their identity.
I'll keep trying to communicate with PP, and hoping for a swift resolution!