Online complaints point network frankly admit user service omissions-lm3886

The online complaints network said frankly that "the user service Omissions", "investor newspaper" reporter Wang Yu point Rong Rong network team recently a bit annoying, because they were complaints by investors. Last week, Sina Financial exposure table received investors for the melting point of the network complaints, two of investors said that the investment in the multiple credit standard, standard mortgage, guaranty are overdue and bad debts, the melting point of the network is that the project audit is not strict risk control measures are not qualified, bad loans overdue suck. For a moment, the dot melting network faces many challenges. After a preliminary understanding of the situation, the investor newspaper reporters, according to the media and investors feedback complaints facts, through telephone and written interviews to point to verify the financial network and ask the solution. Point melting network in detail replied to reporters’ interview, saying that the occurrence of the complaint, exposed business services there are some omissions, the requirements of individual customers did not respond promptly, only to cause complaints from investors. At present, the point of convergence network shows that the company is actively communicating with the two investors, hoping to get their understanding, and provide better user experience in future services. To improve the information disclosure in two complaints, of which Mr. Jin of Shanghai 2014 investment of 3 ID 59468, 59448, 59410 of the credit scale, the borrower and the borrower uses the information of the subject is no more detailed information, can not even see the real name of the borrower. In the "audit information" column, the bank account documents, credit reports, residence certificates, identity cards, income certificates, marriage instructions, work mail, work phone authentication and other information are not visible. And the report pointed out that the annual rate of return of the underlying items are around 20%, relatively high, and the borrowing time, borrowing period, borrowing interest rates, borrowers information is very close. How to explain the seemingly higher rate of return, the melting point of the network, told reporters "investor", these are the subject of individual pure credit subject, because the melting point of the network is taking the risk pricing model, after the audit risk control in the borrower’s qualification to indicate the risk level of loan projects with the expected return rate. "P2P platform in the past few years so hot, continue to give investors a much higher income than traditional financial way.". It is based on the flexible pricing strategy that we can adopt a high yield pricing strategy for a group of relatively high risk people." For the question of information disclosure are facing, the melting point of the network to the "investor" reporter explained, in order to protect the privacy of the borrower, the melting point of the network shows only the basic information standard, the basic information is to help investors understand the investment related situation and information, to facilitate investors to make a choice. Point melting network told reporters, after the introduction of formal regulatory rules, the financial network will also be based on the provisions of the rules, information disclosure, better service to investors. In addition, the melting point of the network has also pointed out that, after the event, the melting point of the network immediately conducted an internal investigation, did not find Kim investors in the customer service system of consultation records, the melting point of the network service is the initiative to contact Mr. Kim to communicate..

被网上投诉 点融网坦言“用户服务存疏漏”   《投资者报》记者 王宇   点融网的团队最近有点烦,因为它们被投资者投诉了。   上周,新浪金融曝光台收到投资者对于点融网的投诉,两名投资者称,其所参与投资的多笔信用标、抵押标、担保标均出现逾期和坏账,点融网被指项目审核不严格,风控措施不合格,坏账后催收不给力。一时之间,点融网面临诸多质疑。   《投资者报》记者在初步了解情况后,根据媒体及投资者所反馈的投诉事实,通过电话及书面采访向点融网方面进行求证并询问解决之道。点融网方面详细回复了记者的采访,称此次投诉事件的发生,暴露出业务服务上存在一些疏漏,对个别客户的要求没有做出及时响应,才造成投资人抱怨的情况。   目前,点融网方面表示,公司正在积极地和两位投资人沟通,希望能得到他们的谅解,并在未来的服务中提供更好的用户体验。   信息披露待完善   在两起投诉中,其中上海的金先生2014年所投资的ID为59468、59448、59410的3个信用标,这些标的的借款人信息及借款用途也没有更为详细的信息,甚至看不到借款人的真实姓名。而在“审核信息”一栏中,银行账户证明文件、信用报告、户口证明、身份证认证、收入证明、婚姻说明、工作邮箱、工作电话认证等信息均不可见。且报道指出,上述标的的年化收益率都在20%左右,相对偏高,且借款时间、借款期限、借款利率、借款人信息非常接近。   如何解释看似较高的收益率,点融网告诉《投资者报》记者,这些标的都是个人纯信用标的,由于点融网采取的是风险定价模式,在对借款人的资质进行风控审核之后,用预期收益率高低来表示借款项目的风险高低。“P2P平台在过去几年如此火爆,持续给投资人带来比传统理财方式高得多的收益。正是基于我们可以灵活地通过风险定价,对一部分相对风险高的人群采取高收益的定价策略。”   对于信息披露所面临的质疑,点融网方面给《投资者报》记者的解释是,目前为了保护借款人的隐私,点融网仅展示标的重要基础信息,这些基础信息是有助于投资人了解投资标的的相关情况及信息,便于投资者做出选择。点融网方面告诉记者,在正式的监管细则出台后,点融网也会根据细则的规定,进行信息披露,更好地服务于投资者。   此外,点融网方面也指出,事情发生后,点融网立刻进行了内部情况调查,并没有查到金姓投资人在客服系统中的咨询记录,目前点融网客服正在主动联系金先生进行沟通。   标的催收被质疑   新浪金融曝光台报道,另外一位客户李先生所投诉的其投资的“ID为210973的标的是为企业融资性担保借款,2015年1月28日开始募集,募集金额300万,借款期限12个月,年化收益率12%,该项目仅如期回款5期,便再也没有下文。逾期后,融资性担保公司也未代偿本金和利息。”他所投资的另外一个“ID为148624的抵押标,2014年11月22日开始募集,募集金额300万,借款期限3个月,年化收益率13.99%。”“该项目如期支付了两个月回款,时隔一年,抵押物未能变现支付投资人本息损失。”   报道中李先生还称,自2014年密集其在点融网投资近千笔散标。“那时候的点融网主要推出是散标,且利率较高,在10%至20%,且可连续投标,对投资者非常有吸引力。没想到坏账率那么高,据我测算,我在散标中的投资额大约22万,坏账率近70%,部分标的被我转让了,有部分坏账点融给了赔付,仍有部分担保标和抵押标不能赔付。”   对此,点融网方面回应记者称,在经过对李先生的投资账户进行核查之后发现,李先生的投资笔数和坏账笔数,与文章中的数字并不相符。“包括散标和团团赚的投资在内,李先生的投资笔数为545笔,由于李先生投资的多为高风险的个人信用标,出现的坏账率偏高,但远低于文中所说的70%的比例。”   点融网方面指出,文中提到的“李先生投资的ID为210973的标的”,经查,ID为210973的标的已催收成功并进行赔付。而ID为148624的借款标的,已提交法院并获得胜诉,法院于2015年9月21日发送了判决书,2016年1月4日点融网的代表律师向黄浦区法院提起强制执行,目前正在等待执行阶段。   此前,据《投资者报》记者了解,2014年,点融网曾起诉借款人并胜诉,创下P2P行业催收第一案。   服务确实存漏洞   在和点融网方面沟通的过程中,相关负责人告诉《投资者报》记者,其中一位投资人李先生,2月17日在其微博上有过抱怨,点融网的官方微博工作人员发现这一情况后,当天便请客服主动联系了他,并沟通了解决方案。   “但在解决的过程中,这位投资人可能比较心急,还是找到了媒体。我们能理解李姓投资人的心情,他对自己本金收益特别关心,希望得到即时的处理,但公司需要有一个规范化的流程,所以,有时候难免有所耽误。”该位负责人说。   针对上述两位投资人所反映的问题及此次曝光事件,点融网方面坦言,“本次事件的发生,我们承认在服务上确实存在一些疏漏,对个别客户的要求没有做出及时响应,才造成投资人找到媒体抱怨的情况。”点融网方面表示,平台在为客户服务的过程中,永远都有提升的空间。   而在此前,点融网尚未遭受过如此严重的投诉与质疑。点融网方面告诉记者,点融网延续Lendling Club的“工程师+律师”的黄金组合,吸引名校的高管团队以及具有平均15年的国际互联网公司和金融公司工作管理经验的人才加入。在追求合法合规的路上,点融网今年又新加入了三位资深银行高管。   据《投资者报》记者了解,在获得由渣打直接投资公司和中国互联网金融科技基金领投的C轮融资后,点融网开始大量投放广告。对此,点融网方面表示,因为公司已经进入了又快又稳的发展期,风控模型、产品模型及内部业务流程等都更加成熟,点融网认为,应该适当地提高公司品牌的知名度,让更多的投资人了解点融网。与此同时,用户服务一定要做到位。相关的主题文章: