wonga refund offered/not seen by me/now refusing to pay

[Unicornsrus]

Any advise. I've had a payday loan from wonga which I paid off last year. I complained to wonga saying I thought they had landed irresponsibly lent to me. This was in October last year and they responded by saying they didn't have time to review my case in the 8 wk period, they would get round to it basically when they could , if I wasn't happy then I could contact fos.

 

Then I get another email in April this year which was blank (not downloaded from server). I then got an email in April saying that I have not responded to their offer and I had 5 days to respond? I was puzzled as had not received an offer, which I replied I had only received email which said they could not review my case in October. No response from them. So today I'm going through all my old emails and the email from April had downloaded from the server reading that they have awarded in my favour and they landed irresponsibly offering me £1500 back.

 

I would've responded straight away if I could read the original offer. Wonga are now saying that the case is closed, and they can't give me this money even after agreeing that they will. Anyone know if I can still go to the fos at this stage.

Edited July 27, 2015 by citizenB

[craig73]

Have you rang and asked them?

 

My other half was in the same situation because she doesn't check her emails, she rang them and explained and even though she didn't respond in there time frame they put the money in her bank within 3days.

[Unicornsrus]

Yes I have rang them, they are being incredibly difficult after seeming being eager to refund me. Just been on hold for over 18 minutes with them only for them to say my complaint is marked closed. Thing is they didn't respond in adequate time anyway, it took them 6 months!!!

[madmatt101]

you could try another formal complaint.

 

Include that they did not honour their agreement to pay back the money.

[Crashed767]

You can certainly take this to the FOS as you have 6 months from the date of their final response to the complaint. I would email them explaining that you didn't receive the email and you would like to accept their offer. Say that you would like to avoid any further delay and unnecessary use of the FOS's time, especially as they have admitted that the lending was indeed irresponsible. Say that any further delays to this complaint being resolved would only add to the stress and inconvenience that this situation has caused. Wonga will know that the FOS will rule in your favour because they have already admitted the lending was irresponsible. Please the FOS would add 8% simple interest to the amount, and probably compensate you around £100 for making you go to them after admitting they lent irresponsibly in their response to your complaint. You just need to make it clear to them that you will pursue this and that it will cause you distress. Plus they will want to avoid the £500 FOS fee. FAiling that take it to the FOS - but this does take a loooonnng time.