LiveLend Reviews 3,845

Reply from LiveLend

Jan 6, 2023

Hi Jo,

I'm sorry to hear that your reward wasn't placed on your account at the expected time and that you were unhappy with the rate reduction - I completely understand this is disappointing.

I've requested your contact details privately through Trustpilot, but since you've declined this I'd appreciate it if you could get in touch with our support team at https://bit.ly/3QhNw5H so that we can look into this once more to make sure our rewards are always given in time.

We regularly monitor our customers' scores. Since our launch, our customers have seen over 64,000 awarded rewards, which has saved them a total of £2,037,565.30 in interest. You can read more about this on our website at https://bit.ly/3SZ8AO6.

Thanks again for your feedback, and please know that we're looking further into this.

LiveLend

Reply from LiveLend

Dec 2, 2022

Hi Ken, I'm really sorry that we've caused you to worry due to some issues we experienced with collecting your Direct Debit yesterday. A handful of our customers experienced this issue with their payments yesterday, and I'm sorry about this.

Your payment should go through today (2 December), and we'll keep an eye on things and let you know if there are any further issues. As the mistake was on our end, we won't add any late payment notices to your account.

I'm sorry that we had to ask you for the same information that was already in your email. Sometimes we'll ask for additional confirmation during calls, but I completely understand that it's frustrating to have to repeat yourself. I'll forward your feedback and review to our support team so this doesn't happen again.

You also mentioned that we've been in touch with you after clearing your arrears. It's brilliant to hear that you've been able to do this. We want to make sure we're doing everything we can to support our customers, and sometimes we need to talk to them to make sure they're on track. In this case, we wanted to speak to you to see if you're still able to make your monthly payments or if there's anything we need to know about.
I'm sorry if our communication about this issue wasn't clear. However, I hope the information above is helpful.

I'll send your review along with the contact information you've submitted privately through Trustpilot to our support team. They'll look into your account further.

Again, I'm sorry for any worry we've caused you.
LiveLend

Reply from LiveLend

Updated Nov 2, 2022

Hi there,

I'm sorry to hear that you haven't seen your LiveLend interest rate go down yet - I completely understand this is disappointing.

As you've seen your credit score increase since opening your loan, I've asked you to confirm your contact details privately through Trustpilot so that our team can review your account to make sure our systems have detected your credit score changes correctly.

I've also provided a bit more information about how our Reward Loan works and how we give out rate reductions below. However, if you want to chat in more detail, please get back in touch with our support team, and they'll be able to discuss your account and eligibility history safely and securely.

When you apply for a lending product, including our Reward Loan, credit reference agency, Equifax, share one of their scores, an ‘acquisition score’, with us so that we can check your eligibility and ensure we’re providing a quote responsibly.

Once you've signed your loan agreement, we continue to use a score provided by Equifax, but this is a slightly different score from what you may see on your Equifax or ClearScore account. This score is called a ‘management score’, and it's the one we, and other lenders, use to measure changes in your score regularly.

In some cases, this score can be higher than the score you may see, as it doesn’t penalise you if you aren’t registered on the electoral roll. We’ve always used this score to review our customers’ eligibility for a reward and this is also explained on our website, during your application and in our FAQs.

Both scores provided by Equifax are independent. We can’t make any change to the information we receive, and the factors that go into how credit scores move are incredibly complex, which means we can’t anticipate what they’ll be or have a say in what’s reported to us from the credit reference agency.

I hope this clarifies how we give our rate reduction rewards!

I'd also like to confirm that we regularly monitor our customers' management scores and that, by October 2021, over 13,900 customers received rate reductions, which you can read more about on our website at https://bit.ly/3SZ8AO6. So, as mentioned, we'll look into this for you to make sure your account is receiving any rewards it's eligible for.

Thanks again for your feedback, and I hope to hear back from you soon with your contact details so that we can look further into your account to make sure everything is correct!

LiveLend

Reply from LiveLend

Updated Nov 2, 2022

Hi Frank

I'm sorry to hear that you haven't seen your rate go down yet - I completely understand this is disappointing.

Firstly, I'd like to say well done on your work improving your credit score! Because you've seen this change since opening your loan, I've asked you to confirm your contact details privately through Trustpilot so that our team can review your account to make sure our systems have detected your credit score changes correctly.

I've also provided a bit more information about how our Reward Loan works and how we give out rate reductions below as it isn't the credit score that you'll see on your credit file that we use to calculate reductions. However, if you want to chat in more detail, please get back in touch with our support team, and they'll be able to discuss your account and eligibility history safely and securely.

When you apply for a lending product, including our Reward Loan, credit reference agency, Equifax, share one of their scores, an ‘acquisition score’, with us so that we can check your eligibility and ensure we’re providing a quote responsibly.

Once you've signed your loan agreement, we continue to use a score provided by Equifax, but this is a slightly different score from what you may see on your Equifax or ClearScore account. This score is called a ‘management score’, and it's the one we, and other lenders, use to measure changes in your score regularly.

In some cases, this score can be higher than the score you may see, as it doesn’t penalise you if you aren’t registered on the electoral roll. We’ve always used this score to review our customers’ eligibility for a reward and this is also explained on our website, during your application and in our FAQs.

Both scores provided by Equifax are independent. We can’t make any change to the information we receive, and the factors that go into how credit scores move are incredibly complex, which means we can’t anticipate what they’ll be or have a say in what’s reported to us from the credit reference agency.

I hope this clarifies how we give our rate reduction rewards!

Thanks again for your feedback, and I hope to hear back from you soon with your contact details so that we can look further into your account to make sure everything is correct.

LiveLend

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Update:

Hi Frank,

I've looked into your case, and I can't see that you've been in touch with us about this recently. I'd love to look further into this and make sure that you've got all the information and answers you need. To confirm that you'd like us to do so, please get in touch with us either through our live chat or email form at https://livelend.co/get-in-touch/.

LiveLend

Reply from LiveLend

Oct 17, 2022

Hi Roland,

I'm sorry to hear that you haven't seen your rate go down yet - I completely understand this is disappointing.

Firstly, I'd like to say well done on your work improving your credit score! Because you've seen this change since opening your loan, I've asked you to confirm your contact details privately through Trustpilot so that our team can review your account to make sure our systems have detected your credit score changes correctly.

I've also provided a bit more information about how our Reward Loan works and how we give out rate reductions below. However, if you want to chat in more detail, please get back in touch with our support team, and they'll be able to discuss your account and eligibility history safely and securely.

When you apply for a lending product, including our Reward Loan, credit reference agency, Equifax, share one of their scores, an ‘acquisition score’, with us so that we can check your eligibility and ensure we’re providing a quote responsibly.

Once you've signed your loan agreement, we continue to use a score provided by Equifax, but this is a slightly different score from what you may see on your Equifax or ClearScore account. This score is called a ‘management score’, and it's the one we, and other lenders, use to measure changes in your score regularly.

In some cases, this score can be higher than the score you may see, as it doesn’t penalise you if you aren’t registered on the electoral roll. We’ve always used this score to review our customers’ eligibility for a reward and this is also explained on our website, during your application and in our FAQs.

Both scores provided by Equifax are independent. We can’t make any change to the information we receive, and the factors that go into how credit scores move are incredibly complex, which means we can’t anticipate what they’ll be or have a say in what’s reported to us from the credit reference agency.

I hope this clarifies how we give our rate reduction rewards!

Thanks again for your feedback, and I hope to hear back from you soon with your contact details so that we can look further into your account to make sure everything is correct!

LiveLend

Reply from LiveLend

Aug 22, 2022

Hi Matthew,

I'm very sorry to hear that you're unhappy with our processes and that our support team haven't been able to provide you with the actions you've requested.

I'd like to know more about this issue to help make this right, so I've asked you to confirm your details privately on Trustpilot so that our support team can investigate this further.

I hope to hear back from you soon!

LiveLend

Reply from LiveLend

Aug 22, 2022

Hi Colin,

I'm sorry that you've experienced issues with your card payments.

I'd like to know more about this issue to help make this right, so I've asked you to confirm your details privately on Trustpilot so that I can investigate this further and answer all of your above concerns.

Unfortunately, we don't offer bank wires at the moment, but customers are able to make manual payment through debit card in their online account. However, we're always looking for ways to improve - so I'll forward this to our wider LiveLend team.

We also don't charge late payment fees. However, missing a repayment may result in additional interest on your loan, and a negative impact on your credit score.

I hope this answered some of your concerns, and I hope to hear back from you soon so that we can provide you with a bit more information about our payment options and processes.

LiveLend