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Wonga Complaint - Success


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MrsT - congratulations. the service level is supposed to be 28 days between FOS and companies. I have had a similar predicament with Wonga where they ignored me for almost 9 months so looks like it is a deliberate strategy on their behalf (which goes against the grain of the FCA guidance on complaints handling btw)

 

I have been waiting over 2 weeks for Wonga to make the payment so 2 weeks to go - am expecting them to make me sweat it out the full 2 weeks. Believe if they havent paid after 28 days it gets passed to the FOS Enforcement Team

 

What a horrible shower Wonga are!

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MrsT - congratulations. the service level is supposed to be 28 days between FOS and companies. I have had a similar predicament with Wonga where they ignored me for almost 9 months so looks like it is a deliberate strategy on their behalf (which goes against the grain of the FCA guidance on complaints handling btw)

 

I have been waiting over 2 weeks for Wonga to make the payment so 2 weeks to go - am expecting them to make me sweat it out the full 2 weeks. Believe if they havent paid after 28 days it gets passed to the FOS Enforcement Team

 

What a horrible shower Wonga are!

 

They really are aren't they! And they just don't care!

 

Hope you get your refund soon... it makes sense to pay up sooner rather than later due the interest going on daily but they just make everything so difficult for you.

 

My adjudicator has now confirmed my case has been passed to an ombudsman but because of the number of cases waiting it will be a few weeks before this gets looked at.

 

Good luck x

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After waiting 5 months I finally got some good news yesterday - Wonga have decided to uphold my complaint and refund my interest and charges of over £2000! They said the money will be in my account between 5-7 working days :-)

 

This is excellent news - congratulations.

 

Did they do this of their own back or did you involve the ombudsman ?

 

They just seem to keep ignoring me and ignoring my adjudicator too GRRRR

 

X

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This is excellent news - congratulations.

 

Did they do this of their own back or did you involve the ombudsman ?

 

They just seem to keep ignoring me and ignoring my adjudicator too GRRRR

 

X

 

 

  • Sent email to Wonga at beginning of November accusing them of irresponsible lending
  • Wonga responded saying they will investigate and provide a response in 8 weeks
  • 8 weeks passed so I chased and they advised they need another 6 weeks
  • 6 weeks passed so I chased again and they said they were still investigating and would be in touch 'any day' with their final response.
  • Waited a further 2 weeks and still nothing so I then decided to contact the Ombudsman
  • Ombudsman involved and said Wonga have 8 weeks to provide info to Ombudsman (sigh)
  • Wonga contact me with offer yesterday (20 weeks after initial complaint) - this was not connected to the Ombudsman's involvement

Edited by Dreambrother
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Hi guys i to made a complaint. But mine went out to adca so i made a complaint and this is the reply. What i would like to know is can i claim interest back on other loans as i repaid allof thosein full. Shouldi make a seperaTe complaint.

 

 

 

 

Important update about your loan payments.

 

Having trouble? View this email as a web page »

 

 

 

 

 

For your security:

This is an official Wonga email for

B*** *****

 

 

 

Dear Mr ****

 

We are writing to you as a current or previous Wonga customer. If you believe you have received this email in error please call our customer care team free on 0800*840*0571 or if you are calling from a mobile on 03330*015*104.

 

You don't need to make any more payments

 

On the 10th of February 2015 we took back ownership of your loan agreement number $$$$$$$$ from Portfolio Recovery Associates (UK) Limited (PRA). Under our new affordability rules you would not have qualified for this loan. So we bought your loan back from PRA and have written it off. It's part of our commitment to make things right for our customers.

 

This means you do not owe PRA or Wonga any money and you do not need to make any further payments.

 

We recommend you contact your bank to cancel any payment instructions, such as Standing Orders. Any amount that you repaid to either PRA or Wonga from 10th February 2015 will be refunded. If you have received any communications chasing payments on this loan, you can ignore them or if you would prefer to speak with someone you can contact our customer care team.

 

This will not impact your credit rating. All entries related to your affected loan have been removed from your credit record.

 

If you are in a position of Bankruptcy, you have entered into an Individual Voluntary Arrangement (IVA) or your debt is being managed through a Debt Management Company, it is your responsibility to inform the person managing your debt that you no longer owe this money.

If you would like to speak to our customer care team, please contact us free on 0800*840*0571 or if you are calling from a mobile on 03330*015*104, alternatively via email to [email protected]. We’re here to help 24 hours a day, every day.

 

Best wishes,

 

Customer Care

http://www.wonga.com

 

 

Contact us

 

 

[email protected]

 

0800 840 0571 or

03330 015 104

Lines are open 24/7/365

 

 

 

Wonga.com is a trading style of WDFC UK Limited. Registered in England and Wales.

Registered Number: 6374235. Registered Address: 88 Crawford Street, London, W1H 2EJ.

Authorised and regulated by the Financial Conduct Authority. Interim Permission Number 611974.

 

We respect your right to privacy - view our policy

*

This email was sent to

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Hi guys i to made a complaint. But mine went out to adca so i made a complaint and this is the reply. What i would like to know is can i claim interest back on other loans as i repaid allof thosein full. Shouldi make a seperaTe complaint.

 

Yes you can make a separate claim for irresponsible lending but it depends on the circumstances - I had over 40 loans with Wonga and they decided that 22 of the loans were affordable and 18 loans (the higher amounts) were unaffordable so they returned the interest on these 18 loans. Just remember it took me 20 weeks to get a final response so its a long drawn out process!

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  • 2 weeks later...
They really are aren't they! And they just don't care!

 

Hope you get your refund soon... it makes sense to pay up sooner rather than later due the interest going on daily but they just make everything so difficult for you.

 

My adjudicator has now confirmed my case has been passed to an ombudsman but because of the number of cases waiting it will be a few weeks before this gets looked at.

 

Good luck x

 

So my adjudicator now tells me they are really backed up with Wonga complaints awaiting an ombudsman decision that it's going to be at least another month GRRRR (It's only been 7 months already.!) Fed up!@

 

Anyone our there getting any good news?

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So my adjudicator now tells me they are really backed up with Wonga complaints awaiting an ombudsman decision that it's going to be at least another month GRRRR (It's only been 7 months already.!) Fed up!@

 

Anyone our there getting any good news?

 

 

 

I spoke to the person at the ombudsman who is handling my case this week. He has requested wonga refund all interest and fees since 2012, plus interest, but its been 3 weeks and they still haven't responded to him. He said it may take a few more months as they have so many complaints.

 

I have also just started the complaint process with quickquid. Fingers crossed!

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Still not had the promised paperwork from Wonga from their phone call to me last week - I am putting in complaint today to Ombudsman as they already claim to have tried to trace me without success - despite the fact my phone number had not changed in 8 years!

 

Hope they do pay you out quickly, they really did need a good hard slap and now it looks as if they have received more than one.

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MrsT - congratulations. the service level is supposed to be 28 days between FOS and companies. I have had a similar predicament with Wonga where they ignored me for almost 9 months so looks like it is a deliberate strategy on their behalf (which goes against the grain of the FCA guidance on complaints handling btw)

 

I have been waiting over 2 weeks for Wonga to make the payment so 2 weeks to go - am expecting them to make me sweat it out the full 2 weeks. Believe if they havent paid after 28 days it gets passed to the FOS Enforcement Team

 

What a horrible shower Wonga are!

 

Hope you don't mind me asking?

 

Did they pay up in the end or is this now bring enforced?

 

Just wondered what the road ahead was likely to be. Thanks.

 

Good luck x

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I'd like to know too - I am still waiting for my letter - apparently sent to old address. I phoned them yesterday and had fun with the script reading person, asked how long it will be and was told 'your letter hasn't been produced yet'... er, I was told it had but had gone to the wrong address, how long does it take to update...er, launched into apology script...I asked how much they owed me and again got a load of scripted garbage.

 

Think I will go to the FOS now and let them sweat instead!

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mrst1982, no nothing from Wonga re my payment yet so I'd prepare for a bit of a wait. Went back to my adjudicator after the 2 days were up and she has contacted them again with the promise that if FOS would escalate if they have not actioned within 14 days. to keep the pressure up, I also contacted the FCA to let them know Wonga have not complied. AS my with complaint, Wonga have just blatantly ignored me when I contacted them asking about payment. The more people that lodge complaints the better as it costs them a case fee and hopefully put this rancid company out of business

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mrst1982, no nothing from Wonga re my payment yet so I'd prepare for a bit of a wait. Went back to my adjudicator after the 2 days were up and she has contacted them again with the promise that if FOS would escalate if they have not actioned within 14 days. to keep the pressure up, I also contacted the FCA to let them know Wonga have not complied. AS my with complaint, Wonga have just blatantly ignored me when I contacted them asking about payment. The more people that lodge complaints the better as it costs them a case fee and hopefully put this rancid company out of business[/quote

 

Your right!

 

I'm going to do the same then. They did this to me too. Ignored my complaint. Ignored me for the last 7 months. Ignored my adjudicator when they ruled in my favour. Time to let the FCA in on this....

 

Good luck. Hope you get justice soon x

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Just an update- as you know i had a final respnse from wonga stating the did not uphold my complain as there was no evidence the loansa were unaffordable (even though they sent me an email on 10th october stating they were unaffordable doh!).I have finally been contacted by the financial ombudsman today. They apologised for the delay but stated that they have been waiting for my records from Wonga, who have not been very forthcoming. The chap was really pleasant and reassuring, as I am embarrased by the payday loans I have taken out. He said it is very clear from my records that the loans were unaffordable, and my pattern of borrowing should have flagged up alerts in october 2011 so he will be contacting wonga informally first to request a full refund of interest and charges, plus 8%, and that my credit file is ammended to remove the loans which were unaffordable. At this stage he is trying to keep it informal, but when I asked what would happen if they did not comply, he stated he would make it formal, but that basiaclly they havent got leg to stand on. He agreed that they have admitted the loans were unaffordable in their email to me on 10th october, so they have admitted liability. He said it may take several weeks but is confident of a positive outcome.

 

Update- ombudsman have contacted me again today. Wonga have failed to respond to their request so they are escalating it to the formal process. I have also started the process with quickquid. They responded within 6 hrs to my formal complaint with a final response stating they dont feel they lent irresponsibly so declined my request for a refund of interest. I sent this to the ombudsman and its been passed to the guy who is dealing with my wonga complaint. He feels I have a good case although not as clear as wonga so its just a case of waiting to see what happens.

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Good luck I've got complaint in with wonga too not having any joy at all and its been 5 months they sent me final response saying they could not uphold my complaint so fos are involved and also with quick quid deadline date to respond is tomorrow however not looking positive in receiving it by then as feel I been fobbed off. Let's hope we all have a positive outcome and give these companies a taste of their own medicine

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Good luck I've got complaint in with wonga too not having any joy at all and its been 5 months they sent me final response saying they could not uphold my complaint so fos are involved and also with quick quid deadline date to respond is tomorrow however not looking positive in receiving it by then as feel I been fobbed off. Let's hope we all have a positive outcome and give these companies a taste of their own medicine

 

I emailed all of my outstanding and previous payday loan lenders yesterday having seen these posts. Basically an email last week from Wonga saying my outstanding debt which was in arrears no longer had to be paid due to affordability checks so wiped clean and credit file updated to remove all Wonga entires plus a £75 refund for payments made to PRA. I thought great result as debt cleared and default removed from my credit file. So yesterday I contacted QuickQuid, Pounds 2 Pocket and Payday Express saying I think the loans were issued and I don't believe sufficient checks or affordability criteria. Initial response from QQ and P2P is no they carried out the relevant checks blah blah I then emailed them with a formal complaint and low and behold I have an email from the, today saying they have reviewed all the checks were sufficient and they stand by their response however in wanting to treat their customers fairly they are now wiping the debt I owe of £2000 plus will update and remove any references including defaults from my credit file plus give me £150 as a goodwill gesture. I am totally chuffed and so far this week had £3500 worth of debt cleared and links on my credit file removed!! I am totally chuffed as you can imagine and I could have pressed for more perhaps but thought hey the debt is cleared and credit file clear I'm gonna take it!

 

So still waiting to hear back from Payday Express (10 loans in 11 months) Swift Sterling (8 loans in 10 months) and Lending Stream multiple loans at one time. All of which have defaults against them (yep the affordability angle) so am hoping I get a similar offer!

 

On Wonga given they started this I have since gone back and complained about the previous 9 loans I had under the affordability checks so hoping I get some refund on this too!!

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Oh and I rang Wonga yesterday about my previous accounts they said they will send me a statement of accounts and can 12 working days today I received an email with all of the previous loan details! They also then responded to my complaint saying they are reviewing and could take up to 8 weeks. I'm willing to wait now and see what happens.

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Thanks I think the approach to QQ depends on whether you have an outstanding balance? Don't forget Pounds to Pocket also come under the same company!! I emailed them direct with a formal complaint saying given my current and previous financial status that your are querying the affordability checks and financial assessments made given you have arrears, multiple loans, defaults etc tailor to your own history also site that you had xxxx amount of loands over xxx period again using these high interest loans for long term borrowing which should show the desperate measures you were having to take..Also add how having the QQ loan meant you had to take out additional borrowing from other lenders each month to make the outstanding payments and you have since been in a trap of continuous payday borrowing instigated by this. Again tailor as per your situation and add in how many loands you had, over how many months, total borrowed and total repaid if you know it plus your looking for interest and charges to be refunded and also mention you have also going to the financial ombudsman. QQ came back really quickly and I was happy with the resolution etc! If you don't have outstanding debt with them and not happy with the offer reject it if your looking to get a big payment back from them then ring up the FOS and file the complaint they are so helpful and it is really quick and easy and this will help QQ see your serious but do remember if you owe them money you will need to repay or you take an offer to wipe the debt and update your credit file and just move on! If you have had multiple loans with lenders start logging formal complaints I'm now waiting on responses from 7 one of which is payday uk and payday express both again come under the same group of companies and on reviewing my bank statements I had 36 consecutive loands with PDUK in 4 years! Can't wait for that response and no outstanding debts with them so hope I get interest and charges back. All I would say is don't be afraid even if your in a bad financial situation for me it's about clearing any debts for those outstanding and cleaning up my credit file any extra payments I get from this are just a bonus and goof luck. If you've had one payday loan you e probably had a few do start logging those complaints formally!

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Good luck I've got complaint in with wonga too not having any joy at all and its been 5 months they sent me final response saying they could not uphold my complaint so fos are involved and also with quick quid deadline date to respond is tomorrow however not looking positive in receiving it by then as feel I been fobbed off. Let's hope we all have a positive outcome and give these companies a taste of their own medicine

How have you got on any news? Keep chasing them QQ came back quick to me but I was happy with a compensation payment and having the debts cleared so took that offer. Fingers crossed!

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How have you got on any news? Keep chasing them QQ came back quick to me but I was happy with a compensation payment and having the debts cleared so took that offer. Fingers crossed!

 

 

hi no news as yet from wonga. this compaint started october/november time. waited 8 weeks then had email stating they needed another 6 so i left it but after the 6 weeks i had email stating couldnt uphold complaint so sent details to the fos. they have been great i was on a payment plan with wonga and had a small amount wiped off when these affordability checks came in with wonga but i paid a lot in interest and charges. had complaint with text loan received over 1k in interest and charges (did that by myself and accepted offer) qq i had 40 loans this been a problem has taken approx 3-4 months but received a call off my adjudicator stating they offered me approx 82% of interest and charges which equates to £1700 pounds so i have accepted that. payday express complaint gone to fos (received final response from payday express pduk) offering 25% of interest and charges however declined that offer and fos dealing with it. wageday advance complaint not upheld but only had few loans with them. all these payday loans have been paid off but i was in this situation for 3 years (started when my partners work company went into administration). so glad its in the past now and wouldnt dream of doing it again, but its about time we give them a taste of their own medicine. x

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Thanks I think the approach to QQ depends on whether you have an outstanding balance? Don't forget Pounds to Pocket also come under the same company!! I emailed them direct with a formal complaint saying given my current and previous financial status that your are querying the affordability checks and financial assessments made given you have arrears, multiple loans, defaults etc tailor to your own history also site that you had xxxx amount of loands over xxx period again using these high interest loans for long term borrowing which should show the desperate measures you were having to take..Also add how having the QQ loan meant you had to take out additional borrowing from other lenders each month to make the outstanding payments and you have since been in a trap of continuous payday borrowing instigated by this. Again tailor as per your situation and add in how many loands you had, over how many months, total borrowed and total repaid if you know it plus your looking for interest and charges to be refunded and also mention you have also going to the financial ombudsman. QQ came back really quickly and I was happy with the resolution etc! If you don't have outstanding debt with them and not happy with the offer reject it if your looking to get a big payment back from them then ring up the FOS and file the complaint they are so helpful and it is really quick and easy and this will help QQ see your serious but do remember if you owe them money you will need to repay or you take an offer to wipe the debt and update your credit file and just move on! If you have had multiple loans with lenders start logging formal complaints I'm now waiting on responses from 7 one of which is payday uk and payday express both again come under the same group of companies and on reviewing my bank statements I had 36 consecutive loands with PDUK in 4 years! Can't wait for that response and no outstanding debts with them so hope I get interest and charges back. All I would say is don't be afraid even if your in a bad financial situation for me it's about clearing any debts for those outstanding and cleaning up my credit file any extra payments I get from this are just a bonus and goof luck. If you've had one payday loan you e probably had a few do start logging those complaints formally!

 

Thanks. I'll email them and let you know the outcome. Did you send the email to the support@quic******** address?

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Thanks. I'll email them and let you know the outcome. Did you send the email to the support@quic******** address?
yes and they do send a standard response back but query it and then you should hear from the resolution team make sure your are formally complaining under affordability assessments etc and miselling based on long term borrowing so be clear the number of loans over what period etc plus ring the FOS and log your complaints they are so helpful and i have spent 4 days reviewing all the PDLs I have had and with PDUK for instance 36 consecutive loans in a 4 year period having borrowed £22500 all paid back but prime example of miselling even PDUK were shocked (they are also under the same group of companies as Payday Express) just for PDUK alone £7000 if interest and charges but thankfully all paid back so I want a refund! Good luck and just be clear to yourself about what you are hoping is the end result so for me with QQ and P2P having the debt cleared was the end game but for PDUK the debt is clear but I want some of that money back to the extent I'm now challenging LlOyds over a loan I took out 12 years ago and still paying which is what started my whole financial spiral.
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