Debt Camel

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Wonga refunds – what happened before administration

This page covered the complaints and refunds process before Wonga went under on 30 August.

Events in August 2018

August 4 – Wonga forced to ask investors for £10million in funding as the cost of affordability complaints increases.

26 August – news reports that Wonga was in trouble.

Directors of the payday lender Wonga could appoint Grant Thornton as the company’s administrator within days, Sky News learns.

  • Piece on Channel 4 News – including a Debt Camel reader talking about his situation.

August 30 – Wonga gives up and goes into administration

With Wonga in administration, complaints and refunds are now being handled differently, see Wonga – latest news of refunds for details.

That page will be kept updated, this one is now closed.

Much of the rest of this page is no longer relevant so the text colour has been changed to this.

Wonga affordability complaints before administration

If you had loans from Wonga that you struggled to repay, perhaps having to borrow again because you couldn’t afford the Wonga payment and get through the next month, then your loan may have been “unaffordable”.

You can ask for a refund of the interest you paid.

Slow complaints handling

Wonga sends a statement of your account without trying to charge you for it, but it can take a while. If you are trying to piece together your loan history from your credit reports or bank statements, old entries saying “Quickbridge” are Wonga loans.

The Financial Ombudsman’s rules say a firm is allowed 8 weeks to reply to a complaint. This clock starts running when you put your complaint in.

In summer 2018 Wonga is struggling to handle all the complaints. Here is a typical message people are being sent:

We’re currently investigating high volumes of complaints. If we can’t respond within our 8-week timeframe, we’ll contact you to explain the delay and let you know when you can expect a response.

If Wonga hasn’t answered after 8 weeks, take your complaint to the Financial Ombudsman. Wonga will still be looking at your complaint and you could get an answer in the next few weeks.

Have you already had a refund from Wonga?

Wonga had a major refund program a few years ago. If you had a balance owing to them, this may have been written off at that point. They also made some small refunds in 2016 – out of the blue people had a letter saying they will be receiving £6.20 or £51 or some other random number.

You may still have a good case for your other loans being unaffordable – we have seen many people win affordability complaints after already getting a refund or a write-off. The more loans or rollovers you had before the one that was written off, the more you are likely to get a refund now.

Think of the write-off as being the first part of your refund.  

Sometimes Wonga makes reasonable offers… but often it doesn’t!

Sometimes Wonga makes good offers, some of them very large:

  • John was worried when he was told his case had been referred to their legal team, then a couple of weeks later he got a refund of over £10,000;
  • in September 2017, Danny Boy was very happy to accept an offer of £11,934.

However, Wonga rejects some excellent cases, which are then upheld by the Ombudsman. Examples include: Rob got £3,000; Lou got £500; Mart got £6,455. So if your complaint is rejected, don’t assume it is a bad case and give up!

Making a random small offer

And sometimes Wonga offers to just refund on a few loans picked at random from the loans you had. When challenged they have no explanation for why they are offering to refund those particular loans, they just say that’s their offer. With these cases you can do a lot better by waiting for a decision from the Ombudsman:

  • Wonga offered Tony £818 for just two loans – the Ombudsman said that all loans should be refunded – £4,800
  • Ross had 60 loans from wonga over 5 years. Wonga only offered to refund one loan – £26. He went to the Ombudsman and got a refund on 54 loans – £4,650.

Sometimes refuses to pay out on loans after 2014

Wonga often refuses to pay out on loans after they changed their lending policy in 2014. It’s true that they made a lot more bad loans before that, but they are not getting all the decisions right now!

Many people are getting good refunds via the Ombudsman for these recent loans. 

Don’t rush to accept an offer if it misses off a lot of loans

We have also seen people accept an offer from Wonga but then regret it when they realise it is only for three loans. If you are made an offer, sit back and think for a few days if it is good enough.

Could you lose a Wonga offer by going to the Ombudsman?

If you are offered some money but it’s a lot less than the interest you paid, you may be worried you could end up with nothing if you reject it and go to the Ombudsman.

So far we haven’t seen any case, from Wonga or any other lender, where someone who was offered a refund ended up with less by going to the Ombudsman.

Wonga are arguing about loans over 6 years

The Ombudsman’s rules say that complaints have to be made within 6 years, but there is an extra rule that says a complaint can be made later if you have only become aware of the problem within the last 3 years.

Wonga is refusing to pay out on loans over 6 years old. Other lenders have now accepted the ombudsman’s decision that they can look at older loans as people have only recently heard about these affordability complaints.

At the moment Wonga and the ombudsman are arguing over a few test cases and everyone else with loans over 6 years is just waiting until these test cases are resolved. I hope this will be soon!

If most of your loans are within 6 years and only a few are older, you may want to agree to drop the older loans to speed up your case.

Comments on this article are now closed.
See Latest news on Wonga refunds for what is currently happening and the comments there.

Comments

  1. Rose says

    Did either of you get notification from FOS before the case was assigned to an adjudicator? E.g. Confirmation or acknowledgement of receipt of complaint? I filed my complaint online last Friday and have heard nothing yet, just wondering if that’s normal or whether to check if my complaint has been lost…?

  2. Rose says

    Thank you…I filled in their online one but got nothing back so I’ve just forwarded it to their email address … generic bounce back this time so let’s hope they got it as it appears their “complain to us online” link was useless (spent ages uploading stuff too ?)

    • Rose says

      Hurrah, three and a half weeks after submitting to FOS they finally rang today to say they have started with my case by contacting Wonga! Panic over and fingers crossed, thanks all for help so far x

  3. AB1 says

    Hey there. Has anyone had a claim not upheld by the adjudicator for not sending over bank statements and outgoing etc.
    I had totally forgot to send it and they responded saying they don’t think wings were proportionate in the assessment when giving me the loans but they cannot say if they were affordable as I did not send my info.

    I have sent the info now do you think it sounds like a good case
    Was 31 loans and 19 top ups in total 185 to 1000!

    I really thought I had a good case?

    Thanks

    • Sara (Debt Camel) says

      It is normal for a complaint to be rejected if you don’t supply bank statements… I’m not clear if this is a final decision from your adjudicator? if it isn’t, hopefully your complaint will be upheld. If it is the adjudicator’s final decision, then you need to ask for it to go to the Ombudsman.

      If you have any other complaints in, make sure you send in any information you are asked for!

  4. anon37 says

    Has anyone sent their complaint for loans (over 6 years) to the FO after wonga not withholding? if so what has been your experience, are they going ahead?

    • Sara (Debt Camel) says

      Wonga is being difficult. If the over 6 years loans are a big part of your case, send it to the Ombudsman and settle back for what may be a slow case. If most of your loans were under 6 years you may decide you don’t care about the few older loans.

      • anon37 says

        Thanks Sara, all of mine are over 6 years and i thought i read a month or two back the 6 year rule was being looked at by the lead ombudsman. I’m presuming no budge on that then?

        • Sara (Debt Camel) says

          No progress yet from Wonga. If all your loans are older there is nothing you can do except settle back and wait.

          • Anon37 says

            I wonder as a percentage how many complaints to Wonga are over the 6 year mark. They must be due to lose a large amount due to redress which maybe why they are stalling?

  5. Rose says

    Wonga have emailed to say my complaint is now closed … did I need to let them know I was going to FOS? Bit concerned as still waiting for response from FOS from initial complaint lodged 7 working days ago, don’t want to lose out from Wonga if FOS don’t respond?

    • Sara (Debt Camel) says

      You don’t have to tell Wonga, but you may as well. You have 6 months from when Wonga gave you a Final response to go to the FOS, so there shouldn’t be any problem. You can phone the FOS if you would like them to confirm they have your complaint?

  6. Helen Lewis says

    I just got my reply from the ombudsman, who is upholding the adjudicator’s decision. Yay! Wonga have got my bank details and say the £4500 will be in my account within 14 days. It’s been a long road but I’m so glad it’s over and that they found in my favour. :)

      • Helen Lewis says

        Sure. I started my claims back in November. Wonga didn’t respond so I sent it to the ombudsman at the start of this year and was assigned an adjudicator Feb/March time. It then took until about May to get all the documents they wanted to them, then the adjudicator decided in my favour. A couple of weeks after this wonga came back with an offer, which missed out 9 of the loans that the adjudicator said I was due. The adjudicator didn’t advise me whether to accept of to go to the ombudsman, but she did say that she felt I was due more than they were offering but it would take longer going to the ombudsman. I decided to take it all the way and sent it on to the ombudsman for a decision on 17th July and just heard back from the ombudsman last week, so that’s been 3 months. Hope this helps.

  7. Elizabeth says

    Hi, just after advice please.
    I had 5 loans under 6 years old with wonga, last one written.
    They have only offered on 2 loans which I think is poor :(
    Has anyone negotiated with them successfully? Without going to fos?

  8. anonimouse says

    At 7 weeks I have just received an offer from Wonga which I have accepted :)

    A total of £3800 inc the interest.

    Very happy with this as they only refused to refund on my first few loans which were at a lower amount.

    I will let you all know when the refund reaches me

      • anonimouse says

        Hi,

        Just to update.

        Acceptance sent on the 27th of October, sent over copy of my bank card to verify bank details on the 28th.

        Spoke to them yesterday asking for an updatte, was told the compensation would definitely be processed by them before the 14th of November.

        Just checked my bank today and refund hit my account late last night !

  9. Ads says

    Just an update from me. Case against Wonga looks to be coming to an end thank god. Started in May 17, adjudicator picked it up in July, upheld my complaint gave wonga a deadline of mid September to respond they responded 2 weeks after deadline first declining my complaint and then following offered me a settlement but I rejected it. Forwarded to the ombudsman end of September and today received letter from ombudsman upholding my complaint also and Wonga have until the 27th November to pay back the interest on 11 out of the 13 loans plus the 8% interest and remove those 11 loans from my credit file. I’ve just gotta contact ombudsman to agree to their decision.

    • Sara (Debt Camel) says

      Well done for not taking Wonga’s offered settlement, and good news that your case was picked up so quickly by an Ombudsman.

      • Ads says

        Thank you for this website. I got confirmation this morning that my refund will be paid to me within 14 working days. Do Wonga take the full 14 working days to credit my refund or can they credit it before the 14 days?

        • Lee says

          Full 14 days normally. I had my Wonga payday on day 14 back in July. Just make sure when you email the banking details they request. You phone them up and confirm with customer services they have received the email and will be processed immediately. As they pass it to their financial team.

          • Ads says

            I received a follow up email after I sent my bank details and they had admitted they calculated the interest on one of the loans wrongly (they added an extra year of interest on one loan) but they wouldn’t amend it and the affected loans would be removed from my credit file. All emails to me have had the ombudsman copied on them but will double check they have my banking details. Cheers Lee

  10. Annie says

    Is anyone else still waiting on a decision about loans over 6 years old? I submitted my complaint to Wonga in August 2016 so have been waiting a while. Has anyone had any news on cases like this?

    • Bev says

      I’m waiting on 6+ Wonga. Not heard anything from FOS. Going to email now to ask for any update.

      • KAREN says

        His Bev,
        I am in the same boat as you. I put my complaint in Sept 2016.
        Did you manage to email and get a response regarding wonga 6 + loan refunds?
        Thanks
        Karen

  11. Ak says

    Hi,
    I am waiting on initial 8 weeks period reply from wonga and QQ for around 30 loans in total taken out in 2011-2014.
    I can see from comments above that its taking ages to claim 6+ years loans so i might just exclude over 6 years ones (£200 worth) if i have to take this to FO.

    I took out £2500 loan for 3 years in 2014 with my bank hsbc to get out of this payday loan mess and clear all payday loans, i wasnt expecting to be accepted but i did get the long term loan and i never went back to payday loans again since then.

    Is there anything i can do to claim interest i paid towards hsbc loan? If i can then please let me know if i should use the same complaints template and how do i approach hsbc??
    I think hsbc long term loan helped me out in a sense that i didnt end up killing myself with payday loan stress every month but still its unfair to offer me long term loan when i was regularly been borrowing from payday cowboys.

    Any help will be appreciated.

    God bless you for helping people here.
    Thanks

    • Sara (Debt Camel) says

      “I think hsbc long term loan helped me out in a sense that i didnt end up killing myself with payday loan stress every month but still its unfair to offer me long term loan when i was regularly been borrowing from payday cowboys.”

      It’s not really unfair unless you couldn’t afford the loan repayments. If the loan repayments were so high you went back to using payday loans to manage, then you would have a possible complaint against HSBC for irresponsible lending.

      If you could afford the repayments, then it helped you!

      • Ak says

        Thanks Sara,

        I ll leave hsbc then… i will keep you posted on wonga and QQ complaints outcome.

        I am out of the country currently for work for few years, does it effects any of my complaints?

        Thanks

        • Sara (Debt Camel) says

          no it shouldn’t (although things may get a bit complicated at the end if you don’t have a UK bank account to pay a refund into.)

  13. Eric says

    Hello, would just like to say a big thank you.

    After following the advice from this website I received £550 from quickquid, and have just accepted £3127 from Wonga – have been told the money will be in my account within five days.

    In respect to both complaints I followed the provider through using letter templates, reviving derisory initial offers and finally going to the adjudicators at the ombudsman service.

    They are truly wonderful staff, and could not be more helpful.

    Cannot believe it’s a free service!

    Thank you

    Eric

  14. Kerry says

    Hi wondering if some one Can help. I received an offer today and I know being stupid but can’t work out the amount offered.
    total interest and fees
    £472.30
    8% interest net
    £155.38

    total settlement
    £627.68
    tax

    8% interest gross
    £194.23
    basic rate tax deduction
    £38.85

    So is it 627.68?? Or is that before deductions?

    Thanks

      • Kerry says

        Thanks for reply Sara. That’s great! Just wasn’t sure as the 8% gross interest and tax were underneath the settlement figure if they would be deducted. Should I receive an acknowledgement of my acceptance? How long for refund?

        • Louise says

          Hi kerry any news on your refund yet? Sent my acceptance on the 10th November just wondering how long they taking at the moment. Thanks

          • Kerry says

            Hi Louise, it hit my bank account yesterday about 6pm. Accepted on 8th, received 14 day email on Monday and then payment yesterday so a total of 8 days. A lot quicker than I expected. Hope this helps and you get it soon x

          • Louise says

            Thats great, got the 14 day email at 07.50am on Tuesday so here’s hoping it may even be in later today, thanks for your reply .

          • Louise says

            Forgot to add, i had very same experience as yourself.Accepted offer on the 10th, rang on the 13th for an update was told by Cs agent that she would forward this on to complaints team ( even though I had already sent my acceptance to them ). I thinks it is definitely wise to call after a few days, it certainly seems to speed up the process. x

  15. anonimouse says

    Hi Kerry,

    I recently accepted and received compensation from Wonga, here are is how long it took :

    Acceptance sent on the 27th of October, sent over copy of my bank card to verify bank details on the 28th.

    Spoke to them on the 7th of November asking for an update, was told the compensation would definitely be processed by them before the 14th of November.

    Just checked my bank on the 8th of November and refund hit my account late on the 7th !

    • anonimouse says

      Oh and I called on the 28th to check they had received my acceptance and they said they had but that even though my bank details had not changed I still needed to send a photo of my bank card.

      They never acknowledged my acceptance by email or requested this photo by email so I would recomend that you call just in case….

      • Kerry says

        Thank you for the reply.
        That’s great! I’ll give them a call to double check they have received everything they need. Enjoy your refund :)

        • Kerry says

          I called earlier today and the CS agent confirmed they had correct details amd would forward to complaints Dept (odd as it was sent back to complaints, anyway..) and would be in account within 14WD. Did you receive an email stating 14 days? Or only over phone? Sorry to be a pain. Kind of kicking myself as I’ve accepted 2 loan refunds of 21.
          TIA

          • anonimouse says

            Hi,

            I had no email confirmation of my acceptance, which is why I called them and was told this verbally.

            Hope you get it sorted ASAP

  16. Chris says

    Hello

    Wonga made me an offer back in August to pay interest on 4 of 30 loans. I sent it to the Ombusman, who yesterday came back to me to say he has upheld my complaint on 27 of the 30 loans, which i feel is a great result!
    I now await contact from Wonga as to when the money will be paid to me and how much!

    Chris

  17. Kieron says

    Hi All,

    Can anyone advise how long Wonga take to send the funds into your account after accepting their offer?

    Was happy to accept their final offer and I hope to receive this in time for Christmas.

    Regards
    K.

    • Ads says

      Should be in your acceptance letter. Mine was 14 working days after acceptance. I’m at day 7 and no sign of it so far but was advised they do take the whole 14 days.

      Quick enough to give you money so the interest starts and quick enough to take your money but slow as a snail when paying back a refund.

          • Kieron says

            Thanks guys.

            I have read my email a few times now and i can not see this anywhere, only it will take 30 days to remove from my credit file.

            I have emailed back asking for this information but…… my email cannot be delivered. Will give them a call.

            Cheers.

          • Ads says

            As its approaching christmas i thought i would get festive with this response.
            On the 8th day of waiting,
            That irresponsible wonga gave to me,
            My well deserved refund.

  18. shelly says

    I complained about loans i had taking outfrom 2011 to 2012 i burrowed every week to two weeks from 50-300 pounds i was on income support had very poor credit and mental health issues at that time i burrowed 4000 in 11 months i paid back all monies on time but burrowed againdo i have a chance in getting a refund

    • Sara (Debt Camel) says

      I think that sounds like a very good case. You may not get all the interest back but you should get a good refund.

  19. Brian says

    Still waiting on a list of loans from wonga as the website said I took my first loan on Nov 2016 when I knew that wasn’t right. I have check my back and can only go back as far as Feb 2014 which has a loan on it!

    I have calculated 34 loans and 63 top ups since this time so I am considering send the complaint just with this information! Just hesitent to make the claim incase I have loans before 2014.

    Thoughts?

    • Sara (Debt Camel) says

      Just say you had lots of loans and top ups before 2016, for example a loan in June 2014.

      But you do need to get your earlier bank statements. Otherwise how can you know if Wonga get this right? And if they make you an offer, how do you know how good it is? And they are essential if it goes to the Ombudsman. This is usually easier than people think, even from closed accounts. Tell the bank it is for an affordability complaint against Wonga and they will often offer you a reduced cost if you want a lot of statements.

      • Brian says

        Update: wonga have sent me a full list this morning and I was right! Loans started oct 2013!

        Send 2nd email today! Total interested of 4K and it looks like they charges fees on the early loans!

        Thanks for your help Sara.

  20. Anna says

    With 3 days before the 8 weeks end Wonga sent an offer of about 80% of the interest back. They didn’t say why those loans but I am very happy! Nearly a thousand will let me settle an expensive credit card. Thanks to you all especially Sarah for this great site. Good luck to everyone else not sure why I was lucky was expecting this to go to the FO.

  21. Gary says

    Update – Wonga have come bk with a direct offer within 5 weeks of complaint , offered £1595 so Happy with that , how long do they normally take to refund ?
    Thanks

  22. Chris says

    So Wonga have been informed by Ombusman that they should refund 27 out of 30 loans. I just need to wait to hear from Wonga. Up to 4 weeks. Just wondering what people’s experiences are with them and whether it is worth calling and trying to hurry them along?

    • Nick says

      They had til 2 / 11 to respond to fos… I’m still waiting for them to reply. The FOS ruled they should pay 3 / 6 loans. Nothing which is very frustrating.

      • Linda says

        Same with me deadline date is today to get back adjudicator as my complaint was upheld and nothing yet. The adjudicator did warn me from the onset though there is a delay with responses from this company

  23. Bianca Matavesi says

    Disappointed with Wonga, 26 loans totalling almost 6.6 thousand over 1 k fees same in interest. Waited 5 weeks for them to accept blame but offer just 33.44 for fees and interest on one loan. Will hope Onbudsman won’t agree.

      • Bianca Matavesi says

        Hi Sara,
        It was a lot of borrowing, robbing peter to pay paul most months playing catch up. Do you think its worth sending to the ombusmen ?, was really surprised at that low offer.

        • Sara (Debt Camel) says

          Definitely! The Ombudsman is agreeing with customers in more than three quarters of Wonga complaints – Wonga are getting this wrong most of the time!

          • bianca matavesi says

            Thanks ive passed it on this morning. Strange they admit wrongdoings then offer a silly compensation in relation to what was paid. Fingers and toes are crossed.

  24. Ness says

    Hello,

    I followed the steps you mention on requesting a refund, I sent my complaint to Wonga just under 8 weeks ago, 3 weeks ago I got an email stating it may take longer, so I got prepared to take it further… to my surprise they replied me today. I have taken out roughly 25-28 loans from Wonga from 2011-2014 ranging from £100-£1000.
    Wong have decided to uphold my complaint but have only accepted 1 loan which was for the largest sum I borrowed of £1000, their offer is for only £116.11- seriously!! I requested a refund for all loans and looking at your advice and the thread had a realistic view that at least loans 2/3-25/28 should be paid out.
    In their response they mention various things relating to “information I supplied relating to my income, marital status etc was taken in good faith” or ” I never contacted them to inform them I was having financial difficulty” so they have only accepted that the £1000 loan would of been unaffordable.
    Along side loans with Wonga I was taking out loans from QuickQuid to get by so its little harsh in my opinion.
    I will not be accepting the offer as I should be entitled to a lot more. I would like to take my complaint further to the FOS how do I do this? I see others have got an adjudicator how do I start this process?
    I have all my past bank statements the only thing I may find difficult obtaining is my credit file from that tome as I have changed my name slightly via deed poll, can you advise me on this to?
    Thank you!! :)

  25. Nick says

    Fos found favour in my decision and ordered wonga to repay my 3/6 loans Nov 3rd… Still they haven’t repsonse to my adjudicator.. getting really fed up now… Been waiting since Jan! On the plus side pduk have agreed to look into my older than 6 year loans of which there were 20..

  26. Mia says

    Hello. Just decided to look into this further.
    I took out Wonga payday Loans starting from April 2011 until April 2014!
    I have just looked at my old bank statements and am truly upset and shocked as to how much I borrowed. No wonder I got into such a mess. Just calculated all the money I borrowed from them which is an eye watering £22,046.00 …and paid back £26,716.00 !
    Could I claim at all ?

    • Sara (Debt Camel) says

      Definitely! You have a list of your loans from your bank statements, so you can go straight to the Step Two full complaint letter in here https://debtcamel.co.uk/payday-loan-refunds/.

      Wonga sometimes offer a refund on a rather random selection of loans – if you get an offer and you aren’t sure it is a good one, come back here and ask!

  27. Louise says

    Have found this site so useful, Wonga refunding £1,200, quickquid are writing off a balance owing of £971, still waiting on The Moneyshop, Payday Express, Payday UK and Wageday Advance. Wonga took 6 weeks and 5 days, still waiting for money to hit bank though, signed acceptance on the 10th November, not sure if they are putting it in via faster payment or the BACS service ,and QQ 7 weeks and 4 days, Wageday Advance have promised via email to have a desicion to me before 2nd of December. I’ll keep yous posted, very good luck with you refunds everyone.

  28. Louise says

    Update
    Acceptance sent back on November 10th
    Phone call to customer services November 13th
    14 day email received on November 14th
    Received funds in bank account this evening.
    I would most definitely recommend phoning customer services after you have emailed your acceptance back, it does seem to speed up the payment process., they send the 14 day email to both yourself and a cc to the sales force I’ll keep posting with regard to my others that I am still waiting on, very good luck to you all x

  29. hh says

    Had a response from wonga today about 4 years of loans equalling roughly 1200 in interest. They said they would uphold one loan claim and offered me 29 quid! ??

    To the ombudsman!

  30. stephanie says

    Hi all, I have quite a few claims going on at the moment so on the 25th of October I made a direct complaint to Wonga, Uncle Bucks, Payday UK and lending stream.

    After one day Uncle Bucks sent me a final letter and said I never had a loan at all then asked for proof. I then locate the bank statements to be told that where I was spending my money didn’t indicate I had problems. I contacted the ombudsman on the same day and now I have just responded to their letter asking for my bank statements which I sent recorded delivery last night. I had 11 loans with them.

    Lending stream took two weeks to offer me £180 which I quickly accepted as I took one loan of £400. The money was in my bank week 3.

    Now Wonga I had 17 loans in a year eventually ignoring the last loan for two months adding £300 interest. I contacted wonga at the time 2011 and asked them to freeze it as i couldn’t afford it. I paid every penny back by an arranged direct debit with wonga and they added £300 for the privilege. I estimate wonga owe me in excess of 3k what are my chances with it being 2010-2011? I’ve just had the email back on the 4th week to say sorry your complaint is taking longer and we will try to assist you within the 8 weeks.

    I’m still waiting for a reply from money box/ payday uk whom I had 13 loans within the same year. As they are all pre 2011 do I have any chance? from reading the thread it seems i won’t with Wonga

  31. Emma johnston says

    Hello,

    I am currently trying to reclaim interest etc from wonga after having 71 loans between 2012 and 2017. Near enough one every month, sometimes more

    They sent me my full list of loans. I have then emailed with the template to complain.

    This was last week and I have not heard anything.

    Will I be waiting up to 8 weeks to hear anything from them?

    Thanks
    Emma

    • Sara (Debt Camel) says

      That’s a lot of borrowing… have you added up the interest you paid? Many people are astonished…

      Not many people get an offer (or rejection) before the last week. the 8 weeks started from your request for list of loans if you used the template here which says that you are making an affordability complaint.

      • Emma johnston says

        Funnily enough I just received an email saying it can be up to 8 weeks before I hear from them!

        Yeah was a lot of borrowing, fell into the cycle badly!

        Sorting myself out now though, rediculous really when you see the full list!

  32. Em says

    Hi Sara,

    I keep seeing about “small loans”.. My many loans that were all rolled over from QQ, Winga and Pounds to Pocket were mainly £100’s, some £150, and one £750.

    Is it unlikely they’ll even consider the £100 ones? I ask as there are over 50 of these (mainly for gambling I’m ashamed to say). Most within the 6 year time frame.

    Thank you.

    • Sara (Debt Camel) says

      Small is a relative term… if you earned 3k a month it’s possible that 100 loans could be unaffordable but it’s not that likely. If you earn half that, 100 may be affordable if you live with your parents but completely unaffordable if you are single and renting in London.

      There are 2 things you need to win a case. 1) the loan has to be unaffordable and 2) the lender should have realised this.

      With gambling, your loans will often have looked small to a lender compared to your income because they didn’t know about how much money you were spending on gambling. This is why people should expect gambling cases to have to go to the Ombudsman.

      But repeat borrowing or rollovers should always have suggested to a lender that you were in trouble and dependent on their loans, however small. When there are very few loans or there are large gaps between the loans then a case is much harder to win.

      To take an extreme case, someone who was well paid with a gambling habit took 1 100 loan once form a lender. This may have been unaffordable, but there is nothing here that should have alerted the lender to the fact. Very unlikely to win this case.

      • Em says

        Thank you. Self employed (part time new home business), new child, partner also self employed and on benefits. Happy to say I’m all sorted now but not at the time.

        My loans were all over the place and took The Wonga and QQ out at the same time.
        Also, over the 3-4 year period these add up to around £4,500 interest alone..

        Guess it’s just a waiting game.

  33. Tom says

    Hi I am after a bit of advice please. I have been following this website for a few months now and would firstly like to echo everyone’s appreciation of the Sara’s invaluable help and advice! I made a complaint to Wonga I have had 63 dating back to the end of 2011 and paid around £6k in interest and fees. I received an offer from W of about £1500 and have passed this on to the Ombudsman. I have a repayment arrangement with Wonga paying £85 per month due to complete in June 2018. I called Wonga last week and asked that this arrangement be placed on hold whilst the FOS investigates, they agreed. They called this morning saying that this was a mistake and would only suspend collection for 38 days, this would impact on my credit score. They said the compensation that they offered was for loans in 2012 and 2013 and that after 2014 they have complied with the FOS requirements that any complaint I had against them would only be for loans prior to 2014 not after, I have asked the Ombudsman to look at all of my loans with Wonga over the last 6 yrs.
    Two questions really – 1- has anyone else in a loan repayment arrangement with Wonga had their repayment plan put on hold whilst the Ombudsman investigates and 2 – I am sure that I have seen others have received refunds on loans taken out after 2014 so is this just Wonga trying to encourage me to accept their offer.
    Any help or advice gratefully received.

    • Sara (Debt Camel) says

      1. Can you afford £85 a month? if you can’t, offer an amount that you can afford. I always suggest people carry on with repayment arrangements during a complaint, it does not reduce the amount of any refund and leaves you in a better position if your complaint isn’t won.

      2. Wonga did change their lending policies in 2014 – but that just means that they aren’t getting quite so many wrong as they were before, not they are getting them all right! Lots of people have won post 2014 complaints

      • Tom says

        Hi Sara thanks for your advice, I will speak to Wonga about reducing the monthly arrangement but will continue to pay the arrangement as you suggest. For me nothing really changed from 2014 I was still using Wonga every month to make ends meet and I was stuck in the cycle as many have been of having to borrow each month to cover living costs etc. so hopefully the adjudicator will take this all into account. I think I have seen posts where you have said that no one who has complained to the Ombudsman has had a claim settled for less than the amount that the lender originally offered. I am just a bit concerned because what they have offered would be very welcome especially at this time of year and I am not sure whether I should just accept what they have offered and draw a line under the whole thing rather than hanging on for months and potentially losing out.

        • Sara (Debt Camel) says

          I understand your concern, but equally you have paid them a LOT of interest over a VERY LONG TIME. I will be surprised if you don’t get a much better offer by leaving it with the Ombudsman.

  34. JusticeImp says

    I got in touch a while ago asking for advice. I went to the ombudsman and the adjudicator has agreed with me. He gave Wonga 3 weeks to respond, they still haven’t so he’s referring the case to the ombudsman. What a long drawn out process

    • Natasha says

      If you don’t mind me asking how long has the process been for you? I sent mine off in May and it is still with the adjudicator. I was hoping to hear this side of xmas but I’m thinking that’s unlikely now.

      • JusticeImp says

        Gosh yours has been even longer than mine then. I sent the first email to Wonga in July and they refused to refund me so went to the ombudsman around September time. Good luck, hopefully you will here in time for Christmas, be a nice present :-)

        • Natasha says

          Oh really? Hopefully not too much longer for me! I’d love it as a little early Christmas present but I know anything back is a bonus so fingers crossed it’s not too much longer! Hope you get a reply off Wonga soon :-)

          • Sara (Debt Camel) says

            Yes but your case was on hold for a long while because of the loans over 6 years wasn’t it? That is NOT a normal timescale at all.

  35. Claire C says

    Hi All

    Wonga – how long from acceptance (and acknowledgement from them) did funds hit your account?

    They state that the money will reach my account within 14 days, but just wondered if there is a pattern of them paying early / late?

    Thank you

    • Steve says

      On the day that I received the offer, I phoned them and sent back the acceptance form. It took 3 working days to receive the ‘We have started processing your settlement and we aim to finalise this within 14 working days’ email. I received that at 6.40am on the Tuesday morning and received the money into my account at 4pm on the Friday (so 3 working days from that). All in all, it took 6 working days from receiving offer to money in my account, though maybe this was sped up by my calling.

      • Claire C says

        Thanks Steve.

        I called them yesterday to confirm that they had everything they needed, so hoping that helps speed it up.

        Fingers crossed they make the payment as quickly as they did for you!

    • Nicole says

      I’m on day 9 so far after accepting an offer directly from them, not had any email saying 14 days, only verbally via an agent. Sent them this email today hopefully prodding them along;

      ‘I accepted an offer of partial refund and settlement of my outstanding loan with Wonga on the 21st November. As per the instructions, I replied with my bank details. Since this time I have had no confirmation that you have received these details, that my refund is being processed or when I will receive my funds. It is now 9 days down the line. Whilst I don’t want to come across as difficult, where the situation reversed I myself would be and have had constant attempts at communication from Wonga when money is owed. I had tried to pre empt this email and spoke to one of the lovely customer service agents you have, who assured me that I would be hearing from you within 48 hours of the 21st November, and this never happened. Although I am happy with the offer made, I am extremely unhappy with the lack of follow up, and can only view this as a delaying tactic to avoid payment in a timely manner.

      Please can you either promptly make payment, or inform me when this will happen, or I will have no other option but to refer this to the Financial Conduct Authority.’

      I’m hoping that a bit of bluster will help on my part, I just want to know what’s going on.

      Nicole

      • Steve says

        I’d also give them another call and hope you end up with someone useful on the phone. When I was calling, the customer service staff had to forward emails through to complaints. Once that was done, it was 3 days from there so won’t do any harm to give them a shufty along!

        • Nicole says

          Gave them a call yesterday. The girl on the phone said that all she could see on the system was that it was processing with the refunds department, and that they opened at 8am again on the Monday (tomorrow) which just so happens to be day 14. In the entire time still no emails and all communication has been verbal as a result of me calling. I highly doubt the money will be in my account tomorrow so I will spend as long as I need to on the phone until they have made payment.

  36. Simon says

    I have been offered a settlement by Wonga today, in reference to loans from the first half of 2013. They offered me about 70% of the total interest of my loans, and I also note it’s EXACTLY the final day of the 8 weeks. I’ve decided to accept rather than push them for the full amount through the Ombudsman. So they are still considering older loans and it is worth the wait. :)

    Ps I used the template from this website, so thank you to the writer.

  38. James Bolton says

    does anybody know if this same thing applies to an overdraft with my bank? i had the same sort of roll over problem with my bank which in the end i had to freeze to this day, could i use the same case of irresponsible lending to try and reduce my overdraft debt?

    • Sara (Debt Camel) says

      Did the bank increase your overdraft limit to an amount which was too high for you to manage? If they did, you can ask for a refund … it’s harder to win these cases than payday loan complaints but well worth a try as some people have got good payouts. See https://debtcamel.co.uk/refunds-catalogue-credit-card/ for the sort of points you can make to argue that you limit was increased too much so the overdraft was unaffordable.

  39. Stuart says

    Hi Sara,

    Great site! I am wading through my details and asking for refunds at the moment. I am having a few issues with Lending Stream (Zebit). I emailed my complaint to them on the 18/12/17 and I have had 3 or 4 emails back from them saying

    “We would like to inform you that as per the Data Protection Act, we are unable to answer this request as we are not able to validate the account ownership. We request you to help us with your date of birth provided at the time of application for being able to validate the account. Alternatively, please send us an email from your registered email address so we may provide you the requested information.”

    Now, I feel they are playing funny buggers as I have given them my loan numbers, debt collector’s reference, my original address as well as sending them an email from the original email address that I used to register. I got another email yesterday saying the same thing so I fired my DoB back to them. I am getting a bit fed up with this so should I fast forward and submit to the FOS or just wait it out til 8 weeks from the 18 December then go ahead? I have the loan details in my inbox so don’t really need a list, I just want them to deal with the complaint and stop messing about!

    Thanks! and happy new year when it arrives!

    • Sara (Debt Camel) says

      You do need to wait until 8 weeks is up, unless they send you an outright rejection before the 8 weeks.

      You could reply saying that they are being extremely unhelpful because you have already supplied them with an email from the original address and all the loan reference numbers. Add that you will be informing the FCA about their poor complaints handling as well as sending the case to the Ombudsman. (Informing the FCA won’t do you any good, but they won’t like it.)

  40. Lisa says

    I’ve had a final response rejection from wonga due to loans being over 6 years. Shall I hold off contacting FO until someone has success with them?

    • Sara (Debt Camel) says

      No! Get yourself in the queue at the Ombudsman now. It doesn’t take long to put a complaint in and it could save you many months later on. Also you only have 6 months to send a case to the Ombudsman after a Lender has rejected your complaint or made a poor offer.

  41. Saul says

    I used the template, sent it off. At 7 weeks I received a response confirming a refund of £2200. That was on 6 loans of 9 which I find fair as they first 3 loans were for smaller amounts. I received that on the 27th December. Two days later I called Wonga to confirm they had received my confirmation email as they never responded back to my confirmation email asking for time scales. They state that refunds takes 14 days from acceptance to receive the refund in my bank. Now I am sat watching the clock tick to a good start of the new year with this refund at any minute due to hit my account. All of which possible from this sites help, I can not thank you guys enough :). Anyone hesitating to do it, DON’T! Get it sent off because the 8 week wait is long enough and you really have nothing to lose!

  42. Maria says

    Hi there
    I had a reply from Wonga offering me a small amount after I sent your template off,thank you. I have been borrowing off Wonga for 5 years now and had several loans which were refinanced several times after the loan was paid off and topped up several times as well. The last loan Sept 2017 I couldn’t afford at all and should never have been given to me due to my credit score being very poor which it has been for years now because of payday loans. The offer was to payoff the last loan but because of the interest added I would still owe them £ 250….I declined as I feel they only selected a few loans and ignored so many others.I have now gone to the ombudsman,hopefully I will have more luck with them….Any idea how long the process is with the ombudsman?…thanks

    • Natasha says

      I sent mine to the ombudsman in May and I am still waiting. I emailed them for an update and they said I would receive their decision in ‘early January’ so hopefully not too much longer.

  43. Maria says

    Hi can i ask i have been offered an amount which i am happy to take, they asked me to fill the details part with my bank details and signature which i did i haven’t had any word back from them to say they have received the email my question is do they email you to say they will pay it to you on a certain day or do i have to just keep checking my bank? ,

    • Saul says

      I got a confirmation email after a week saying they are processing my claim. I’m still checking to see when it goes in. They say 14 days though.

      • Maria says

        Hi was wondering if you got your refund? as i said i got an email asking me to fill out my details and i did 1 week to that day they emailed me asking for a photo of my bank card with blacked out long number which i did that was last Friday so knowing its a week at a time for contact i waited for a reply for today which i did and yeah got an email saying
        “”””We responded to your complaint with an email which outlined our findings and included our final response. In this email we asked you to confirm if you accept our resolution of your complaint.

        We’re not aware of a reply from you and so we have now closed your complaint. If you still wish to discuss your complaint, we’ll be happy to help.

        Kind regards,

        Complaints Team
        Well i wasn’t happy at all and called them they said yeah its closed cause i should receive my refund with in the next 14 but a bit wary as to them talking rubbish or is this normal ?

        • David Cunliffe says

          hi I was wondering if you got your refund yet? as I have been waiting and can’t understand why it takes so long

          • Maria says

            Hi yes i finally did, its was spot on the 8 weeks they are allowed to email with an offer which i was happy to except, they asked for my bank details so i filled in what i had to then another week went past for them to say we need a photo of your bank card which i did then a week again i got an email saying it was getting processed then a week later they paid me.so in total mine took about 12 weeks .

  44. Sarah says

    Hi,

    The financial ombudsman service have upheld my complaint against wonga and they had until the 15th of December to respond. I had a further email today from the FOS saying they’ve given wonga a further week to respond and if they don’t my case will be passed to an ombudsman. Does anyone know how long Wonga usually take to respond and what happens if they don’t and my case gets passed to an ombudsman? Thanks

    • stu says

      Hi Sarah,

      I recently had this very same issue.
      Originally, I complained to Wonga to which they offered me a settlement which Inwas quite happy to accept. They stated they would send the refund to my nominated bank account within 14 working days. That time passed and I was told it would take up to another 7 working days. Again this time passed.
      I was assured by Wonga that they had sent the money to the correct account and was getting nowhere with them.
      I passed it onto the FO, who after waiting 8 WEEKS for wonga to respond with proof of payment, they didn’t and the adjudicator sent the case to an ombudsman for a final decision. The ombudsman then carried out their own investigation to which they gave wonga another 4 weeks to respond and didn’t so gave the final decision and I am now waiting on my refund being issued.
      The basis of this is that Wonga will very rarely respond in the given time frame they give or if requested to by anyone. If they don’t respond then the Ombudsman will issue a final decision on the evidence it already has, which I am sure if it’s reached an ombudsman then it already highly favours you, so would be very unlikely for the ombudsman to disagree with the original adjudicator.

  45. Elizabeth says

    My case went to FOS in December 2016 (loans end of 2011 thru 2013. Adjudicator upheld, wonga refused so went to an Ombudsman in Feb 2017. Final decision given in October 2017, awaited confirmation letter…..however, Ombudsman left, it went back to another Ombudsman, and has now gone to Compliance team, so i am still waiting unfortunately, anything would be a bonus though so positive patience ☘️ anytime soon hopefully.

  46. Ady says

    I have had an adjudicator uphold my complaint he gave wonga on the 1st off December 10 days to respond and then again on the 2nd of January he gave them another 10 days,still no response from them he’s now passed to an ombudsmen expecting a long process now it’s been going on for about a year already,has anyone had Wonga respond and pay up with the adudicator decision

    • Sara (Debt Camel) says

      Yes they do sometimes – it seems very random, the fact they won’t agree doesn’t mean you have a poor case.

    • Dean Cowan says

      Wonga made me an offer within a week of my complaint being passed to the ombudsman in the first week of this January this year so it’s still possible to reach agreement at this stage.

  47. Rose says

    Anyone any idea of FOS timescales, had a call from them on 21st December to go through my outgoings after sending all my info but have heard nothing since, should I be chasing them?

    • Natasha says

      I had a response off my adjudicator last Tuesday who has ruled in my favour and included loans that are 6-7years old…so possibly.

        • Natasha says

          I sent my complaint in May 2017, got my response off FOS on 16th Jan and Wonga have until 6th Feb to respond. So 9 months to get a decision, not sure how long it will take for Wonga to respond.

  49. Dean Cowan says

    Hi everyone…I originally complained to Wonga in summer last year as I had taken out 36 loans over 3 years.Wonga refused any claim,saying I knew what I was doing,so on & so on….I asked the FOS to look into it & an adjudicator found 23 loans had been unaffordable,giving Wonga until 15 Dec to reply.I chased it the FOS before Christmas & again after New Year & was told the complaint was being passed to an ombudsman as they had not heard from Wonga…Then last week,Wonga made an offer of over £1800 which I have accepted as I had worked out they owed me around £1200…I have replied to Wongas email with my bank details & they say the money will be in my account within 14 days…I am very happy indeed & I would encourage anybody who has had dealings with Wonga to look again at making a claim….I can’t thank Sara enough for this invaluable & wonderful debt camel blog,without it & without reading the experiences of others,I would never have had the confidence to stand up for my self against the bigger boys at Wonga….Thanks all!

    • James Robert says

      There seems to be a mixed response from Wonga – did you use the template used in this article?

      • Sara (Debt Camel) says

        Wonga responses can seem very random. Some people get good offers, others with what sound like great cases are rejected or only offered a refund on some loans, no explanation why.

          • Sara (Debt Camel) says

            And send it to the Ombudsman if you don’t get a good offer – the Ombudsman is upholding over 70% of Wonga cases, which shows they are often not making good decisions.

      • Dean says

        I didn’t use the template but simply emailed them saying I thought Wonga had been wrong to advance me so many loans at ever increasing amounts….

    • Louise says

      Have you received funds yet? I have just sent my reply and wondered how long they take to process refunds?

  50. Mark Beesley says

    Hi i contacted Wonga for loans from 12/08/2010 to Nov 2014, after waiting nearly 8 weeks I received an offer but not for the loans stretching back past 6 years, these where the really meaty loans with the most interest conga stated (You have suggested that we acted negligently when providing loans, however, the UK courts will not generally consider a claim of negligence if the event happened more than 6 years ago. The dispute resolution rules set by the Financial Conduct Authority also state that complaints cannot be considered by the Financial Ombudsman Service if the complaint is made about something that happened more than 6 years ago, or if later, more than 3 years from when the customer should have realised there was a problem.

    Given the above, we do not consider it appropriate to investigate your complaint about the loans sold more than six years ago. Furthermore, as this complaint relates to loans being unaffordable, we think it should have been clear that the loans sold more than six years ago were unaffordable by the time these loan accounts were closed.”)

    where do I stand now with the older loans is it worth going back to them or accepting the offer? or how to word my reply?

    any help would be greatly appreciated

    regards Mark

    • Sara (Debt Camel) says

      Wonga so far isn’t accepting that the FO can look at the older loans. I guess it depends on how much they have offered you and what your total claim could be. It is likely to be a long wait at the Ombudsman but it sounds from what you have said that this could be a lot of money.

      • Mark Beesley says

        Many thanks Sara yes just looking over my statement they sent me they have offered me £1250 on some loans.

        some loans they have not offered anything on between the loans they have? and before the six years they wont look at.

        Can i go back to them with a counter offer or for them to look at the loans they have missed off? if my maths is correct i make the figure close to £2700 with the loans going back over 6 years many thanks Mark

        • Sara (Debt Camel) says

          Wonga aren’t known for considering counter offers.

          Is the £1250 including the 8% extra interest? In these situations I think it helps if you know:
          – how much interest you paid on the loans which are being refunded excluding the 8% extra
          – how much interest you paid on your other loans within 6 years which Wonga is not offering a refund on
          – how much interest you paid on loans over 6 years.

  51. Mark Beesley says

    Yes sara it was

    total interest and fees
    £930.75
    8% interest net
    £299.85
    total settlement
    £1,230.60
    tax

    8% interest gross
    £374.81
    basic rate tax deduction
    £74.96

    sara have you an email I could send the info they sent me through might make more sense? many thanks for your help

    • Sara (Debt Camel) says

      ok so that’s one of the figures, can you work out the others?

      – how much interest you paid on the loans which are being refunded (excluding the 8% extra) = £930
      – how much interest you paid on your other loans within 6 years which Wonga is not offering a refund on = ?
      – how much interest you paid on loans over 6 years = ?

      • Mark says

        Hi it’s

        ok so that’s one of the figures, can you work out the others?

        – how much interest you paid on the loans which are being refunded (excluding the 8% extra) = £930
        – how much interest you paid on your other loans within 6 years which Wonga is not offering a refund on = £704?
        – how much interest you paid on loans over 6 years = £971

  52. Kerry says

    Please someone help.
    I have had final response from wonga today and they have offered a refund of £500 (I think I may have been owed more but happy with that offer) however I have a current loan which they haven’t included in the response and they are now demanding I pay this inc all the interest. What are the chances of them writing this off if I state I am happy to accept there offer if they will consider writing this off?

    • Sara (Debt Camel) says

      Hard to say without more information.

      This last loan – how much did you borrow? Have you made any payments to it? How large is the balance? Have you defaulted on this loan – this matter because if you have, you also want the default removed?

      Did they give a reason for not including the last loan?

      How many loans did you have before this last loan and how much interest did you pay on them?

      • Kerry says

        I have paid a lot in interest in total around £1700 and then the last loan was for £500 and I have currently paid £309 off but they did not give a reason for not including the last loan even though it was taken out the same day my last loan was paid off

        • Sara (Debt Camel) says

          I think you should be sending the complaint to the ombudsman then. this doesn’t sound like a good offer at all.

  53. Mr W says

    Hey all,

    I’ve shared similar complaints with these lenders. This website is brilliant and always checking for updates.

    So far I’ve had success with
    MYJAR
    Ferratum
    Safe Loans
    Waiting on Lending Stream
    However Wonga & Quickquid are taking forever to find a result or move forward because of this 6 years issue. September 2017 is when the Ombudsmans was notified about all of these – 5 months so far, getting a little frustrating!! But better than being suck in the payday loan mess and worrying about it ever single day…

    If there’s any updates please reply when able too :-)

    Many Thanks

  54. Link says

    Ooh good news! Wonga have responded and agreed with my Adjudicator’s findings as I was waiting in the Ombudsman queue because Wonga didn’t respond before the deadline.

    I’m just a little confused regarding one of the loans. It’s outstanding. It’s not mentioned on the redress table. On my adjudicators finding it is listed as so;

    Amount: £708
    Interest: £256.63
    Total: £410.61.

    On Wonga’s redress table my outstanding balance to be paid off from my redress is £253.47. How is the calculation done for outstanding balance? Is it £708 – what I’ve paid already and interest is more or less forgotten about?

    • Sara (Debt Camel) says

      “Is it £708 monus what I’ve paid already and interest is more or less forgotten about?” yes.

      And that is good news for others whose Wonga decisions are waiting for the Ombudsman.

  55. Ashleigh says

    Hi can someone help wonga never responded to my adjudicators decision so it’s went to ombudsman does anyone know how long this will take now

    Thanks

    • Linda says

      My adjudicator upheld my complaint against wonga, but she did allow them a further two weeks to respond as they hold her they were so busy with complaints. Eventually they got back to her about 3 weeks after the FO decision and to be honest they weren’t too bad with the refund either. Within a week I think from memory,

  56. Ben says

    Hi all,

    If the loans are between 2010-2013, the majority are now over 6 years old… Do you forego the complaints procedure and go straight to the Ombudsman or will Wonga still look into them.

    I’m a bit confused.

    Thanks

    Ben

    • Sara (Debt Camel) says

      You have to go to Wonga first – but you should expect they will refuse a refund on the ^+ year old loans.

  57. Verity says

    I started this process in June 2017 thanks to the advice on this site.
    Wonga rejected my complaint, so I took it to the Ombudsman I had 49 loans from Wonga between 21/10/10 and 25/9/14, totalling £10,318. As soon as I’d paid one off, a few days later I’d be borrowing again, to cover what had left my bank account.
    The Ombudsman have written to me today confirming they have asked Wonga to refund tge interest and charges on 30 of these loans plus 8% interest a year.
    I’ve conservatively estimated I’m due back around £2000.
    Thank you so much for your help!!

      • Verity says

        Nothing as yet. I’m still waiting to hear from FOS about Wonga’s response, the deadline was 12th Feb

        • Nikolas122 says

          Goodness that’s a joke isn’t it!?

          We checked another email address (we don’t use anymore) as someone further down said they heard back the same day as FOS made offer and the email was there waiting for us :-) emailed them back our bank details and they emailed us straight back to say money be with us in 14 days so fingers crossed

          • Verity says

            Excellent, congratulations!

            Had Wonga responded to the FOS? Or did they just send you an email with the offer?

          • Nikolas122 says

            They contacted FOS who contacted us, then we agreed settlement with FOS, FOS emailed wonga to advise we had accepted and then wonga emailed us for bank details after FOS advised wonga would be in touch …. long winded I know !

  58. Ben says

    Going through emails, I had an email in 2015 from Wonga saying that they had lent to me when they shouldn’t have. And they had written off an outstanding balance.

    Does this effect my claim?

    • Sara (Debt Camel) says

      See the “Have you already had a refund from Wonga?” section in the article above.

  59. Ella says

    I got a final response letter from Wonga today detailing all the usual blurb about how it was affordable and they did nothing wrong. I am sending it through to FOS and rang the FOS for information. They were very helpful and said adjudicator would be assigned to it within a month and they are looking at a wait of about three months for closure. Thanks for your help Sara, wouldn’t have even attempted it without this website. Now seriously thinking about PPI/cards/catalogue claims.

  60. Matthew says

    How long does wonga take in refunding? I got an email from them 7 days ago saying they where upholding my claim and offered me an amount which I accepted. I sent them my bank details but haven’t got anything back from them since.

    • Martin says

      Hi Matthew. For my complaint with them settled last month:

      Offer received – 13/12
      Sent acceptance – 15/12
      Confirmation email from them settlement was being processed – 18/12
      Received transfer to bank 27/12

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