Payments – UPDATE – 25 April 2022
Administrators have started sending emails to everyone with an upheld claim telling them what they will be paid.
“The Joint Administrators are now in a position to declare a first and final dividend of 53.5p in the £”
The average claim value is c £1,700. Someone with that claim value will get a payout of about £910.
The payout details are given in the email:
- This will be paid over the next two weeks.
- If the administrators couldn’t validate your banking details, it will be sent by cheque. I don’t know how the administrators will “validate” your details.
- If you used a claims company, the money will be paid to them.
- Most people are not having any deduction for tax paid to HMRC, so there is no need to reclaim anything.
Credit records
The administrators may decide to :
– remove any negative marks on your credit record
– delete all loans that were upheld
– delete all your loans.
I don’t know what they have chosen to do – if people can check and report in the comments when they see a change, that would be great.
How much your credit score will change will depend on whether there were any negative marks. If you want to get a mortgage, you would like as many payday loans gone as possible, even if they were repaid on time and not hurting your credit score.
In a few months when the administrators no longer talk to the CRAs you can ask for any remaining loans to be “suppressed” so other lenders can’t see them. See https://debtcamel.co.uk/correct-credit-records-lender-administration/ but it is too soon to do that now.
QuickQuid went into administration in October 2019
CashEuroNet (CEU), which owns the QuickQuid, Pounds To Pocket and On Stride brands, stopped giving loans and went into administration on 25 October 2019.
I will be talking about QuickQuid (QQ) rather than CashEuroNet as it is the more familiar name. Everything here also applies to loans from Cashruronet’s other brands, Pounds To Pocket and On Stride.
Grant Thornton were appointed as Administrators. They set up a page about Redress Complaints – this is their term for people who have asked for a refund because they were given unaffordable loans.
Background to the QuickQuid Administration
QuickQuid was one of the “Big Three” payday lenders in Britain, starting out in 2007.
After Wonga and the Money Shop Group had all stopped lending and gone bust over the last fifteen months, QuickQuid was left as the largest UK payday lender.
QuickQuid had well over a million customers. When it went into administration there were c. 500,000 customers with outstanding loans.
Many of these customers had prolonged borrowing from QQ. They either rolling loans over or repaid one loan but were left so short of money that they had to borrow again.
These customers have good reasons to win an affordability complaint and get a refund of the interest they paid.
Affordability complaints started on a small scale in 2015 and increased in the next few years.
In 2018, complaints going to the Financial Ombudsman (FOS) jumped with the involvement of Claims Companies and QuickQuid became the most complained about firm to FOS, excluding PPI complaints.
For a long time QQ refused to refund interest on any loans taken more than 6 years before or where the loans were given in 2015 or afterwards. This resulted in a huge backlog of claims at the Financial Ombudsman, where QQ had made very poor offers to customers and then rejected an adjudicator decision.
In late July 2019, QQ agreed to accept several thousand FOS complaints it had previously rejected.
By accepting the FOS decisions on loans over 6 years, long chains of borrowing, and loans taken after 2015, the scale of QQ’s likely future liability for refunds will have become clear to the company.
After failing to persuade the FCA that a Scheme of Arrangement was appropriate, Enova, CEU’s large and profitable US parent, decided to close the UK business, blaming the UK regulatory environment.
How could the regulators let this happen?
This is an excellent question… Stella Creasy, MP called for an inquiry into the FCA over Wonga and QuickQuid.
I have looked at the question here: More payday lenders go under in 2019 – was anything learned from Wonga?
What has happened in the administration
Customers with a valid claim for a refund are “unsecured creditors”. This includes:
- any refunds that were in progress after an amount was agreed or a Final Decision from a FOS Ombudsman (FOS);
- complaints that were underway at QQ or FOS when QQ went under;
- any new complaints sent to the Administrators.
All complaints at FOS legally had to stop and were been passed back to the Administrators. It isn’t possible to send any new complaints to FOS.
It is now too late to submit a Claim for unaffordable lending. The last date was 14 February 2021.
The administrators have given the following statistics about claims:
- 169,000 customers made claims for unaffordable lending;
- 78,000 claims were upheld by the administrators;
- the upheld claims had a total value of £136million, so an average of about £1,700 per claim.
Still owe a balance on a QuickQuid or On Stride loan?
More than 300,000 of the current loans were sold to Lantern in summer 2021. You should have been informed if your loan was sold.
The administrators have now stopped collecting any money from the remaining unsold loans.
This page is kept updated
The comments below this article are a good place to ask any questions. And you may be able to see where someone else has already found out the answer.
Can you get an overdraft refund?
Catalogue or card limit too high?
Unaffordable car finance – your options
James says
Hi all!
Has anybody used a 3rd party to make a claim on their behalf?
Well I did (stupidly) however, they failed to submit my details and said that I should do it myself, which I did. The solicitors said that they would waiver the fee and wished me luck in my case.
However yesterday I received an email saying that they will be receiving my money and taking 25% plus VAT.
Do I have a leg to stand on with them not taking the 25% plus VAT? Would the email stating that they would waiver the fee be enough.
The solicitors in question are Clear law/ clear legal marketing.
Anyone else in the same boat?
Many thanks
Sara (Debt Camel) says
You can complain that they had agreed to waive the fee and produce the email as proof.
That claims company is FCA regulated. If they reject your complaint, take it to the Ombudsman.
(And next time, avoid these sort of parasites!)
James says
Thanks for the reply Sara.
I’ve emailed both QQ and the law firms.
Just waiting for a reply from both now.
Thank you for your advice
Su says
I used a 3rd party but wont ever again, I’ll do it myself using the templates as they are taking 1/3 of my money too now and God knows when I’ll get it 🙄
James says
Can I ask which 3rd party you used?
I’m hoping I’m fortunate enough for them not to take anything.
My fingers are crossed for you too
Su says
Clear legal Marketing
James says
Check through your emails and make sure they didn’t send you an email stating they will waive their fees as they couldn’t process your claim like mine ..
Good luck
Brian says
I used them also but had no correspondence from them for around a year I emailed them & tried ringing them nothing so I rang casheuronet 2 months ago explaining to them & they took them off the claim & sent me the money instead. No doubt I’ll be hearing from them soon thou I don’t mind paying them something but they won’t be getting 25% from me
Chris says
Still not received my cheque very disappointed after getting e mail on Monday about 6pm ? Hope it comes on tuesday ?
Chris says
Hi
Is there anybody still waiting for a cheque ? I am so disappointed not yet got mine ? Received e mail on Monday about 6pm
Joanne says
I’m still waiting, got my email Monday evening.
Lesley says
Anyone tried calling? I’m hoping the phone cuts off because it’s bank holiday
Marc says
Had my cheque in the
Post Saturday morning
Lee sharratt says
Hello. I used to have loans with quick . And I was refunded them too. Should I have heard from then by now? Or no I contacted them ? Still have the same email
Sara (Debt Camel) says
Do you mean you were refunded before they went into administration?
Or that you have made a claim which has been upheld but you haven’t heard anything since?
Lee sharratt says
Just checked my emails. They sent me an email asking me to submit a claim. I didn’t. Can’t believe I didn’t submit a claim . Oh well 🙁
J says
Are lines closed today?
Leoni says
I still haven’t received a payment or an email to state that there is any problems with my details. I called on Thursday and they told me I’m due for a payment via BACS so hopefully there’s another batch to come.
Hayley Bradley says
I called them on Thursday and they ssid if nothing received by today then 2 call them. I’m having problems getting through too….. it keeps cutting off after the standard message….. I’ve come to the conclusion…. im not getting this…..
Chris says
Hi
When I spoke to them on Thursday they said can take 2 weeks to get refund, so hopefully we all get our payments this week ?
M Ellis says
Tried to contact by phone today – recorded message and then cuts off – but it is Bank Holiday
Chris says
I called last week as mine was paid to a closed account, despite the fact I had updated my account details in March and they had confirmed they had been updated! Was told to email and send ID but no estimate on response time was given, I’m sure they will sort over the next week as they did say they are getting to emails in order of when received. Keep persevering.
Kayleigh says
I got check today for £130
Mr Matt Stewart says
If they send out a cheque to an old address before you email them with your new details, are you screwed? I am going to attempt to get through on the phone today but was wondering if anyone else has a similar situation and/or resolution.
Thanks in advance, and congrats to those who have got some money their way through this
Kayleigh says
I never put in a claim. I used QQ years ago when I lived 60mile away from were I am now. I recently moved house, only across the road. So my cheque arrived Saturday past to my old address across road but we have sane post man so he put it in r letter box. Thing I don’t understand is how did they no my address here
Mr Matt Stewart says
I shudder when I think how much data there actually is about us all online and how it’s used. I have spoken to them this morning and it is all in hand (fingers crossed)
Kez says
Yes,mine gone to old address,I spoke to lady today.She has said I’ve now gotta wait for the check to be returned, or if it doesn’t after q period of time,then I will recieve another one ,but this could now take months!!p*$*@d off ,It’s fir over £2000 aswell.
Tt says
My cheque arrived today at my old address although I gave them the new address last year, i rang to check where it was last week they said they’d wait until it got sent back to them then they’d send out a new cheque but luckily my neighbour gave it me. I reckon wait until end of the week then its been 2 weeks since they started the refunds so they can cancel that cheque and do you a new one.
JL says
Good morning
Like many on here, I received my email on Monday evening, but could not remember making a claim. I went through my emails and found the verify bank details one – remember that I had clicked on it and would not let me verify. To be honest, with other stuff going on I forgot about it.
Will i be getting redress, having received my email last Tuesday ?
Thanks
Tt says
I reckon you should call them cause they’ve obviously got money for you with them asking for your details. Although they might just send a cheque to the last address they have for you on file
lesley says
morning, managed to get through to a lovely american lady who apologised for sending the cheque in wrong name, however, said i had to wait for instructions on how to send the cheque back.
Anyone had this already so i can hurry the procedure up.
Thank you
Michael Ellis says
Phoned this morning at 8am, waited an hour but a very nice lady answered and helped me, as all my details have changed, address, bank etc. need to send driving licence etc to an email which is provided when you explain the situation
Lesley says
Hi Michael, did they provide the address to send it to? Or was it an email address?
Cheryl says
it seems the phone lines are now cut off and also emails bounce back. I’ve not received my payment – believe they sent to my old act even after verifying my new bank details. I no longer live in the UK so won’t receive a cheque and can’t get hold of them having sent numerous emails they don’t deliver.
Mr Matt Stewart says
Not cut off, have spoken to them this morning!
Jayne says
I still have no refund in bank, no cheque and was on first batch of emails. Getting really worried now. Have sent numerous emails and tried ringing but they won’t tell me anything other than I will receive my money but I’m so worried they have the wrong address or bank details even though I updated and sent relevant documents but they won’t confirm any of my details by phone or email. I really need this money so I can finally be debt free. It’s actually now starting to affect my mental state this worrying and checking everyday I’m honestly in tears
Chris says
Hi
I am in same position waiting for cheque although they had my bank details ? It is very stressful ??
JL says
Just to add I have spoken to them today – used the number ending in 3250 – was answered within 10 minutes. Lovely lady and advised my payment would be sent by post and checked postal address with me. Happy to have confirmed that, so wont need to keep checking the bank !
Kieran says
Is anyone still waiting for their cheque to arrive? Was told last week that the cheques were posted out last week and if they haven’t arrived by today then to give them a call. Still no cheque and spent 30 minutes on the phone to them to then say that I have to wait and if it hasn’t arrived by next Monday then another cheque will be sent
Mr and Mrs C says
Hi -we are still awaiting the cheque even though they had our bank details. I guess we have to wait till next Monday now.
Tt says
Mine was posted last week, it’s dated 26th on it and second class postage it came today cause of the bank holiday although went to wrong address I’ve got it from new home owners
Chris says
I have spoken to them this morning, no timescales or estimates on when they will get to making payments that failed in the first batch as they are still working through the first payments expected to end this week. So bit of a waiting game. The lady did say there will be no comms in between it will just be a case of you receive your payment when you receive it.
Rav says
Hi,
I am having no luck contacting the administrators or quickquid to correct an error on my file for a loan i had.
When would be a good time to dispute the entry in the hopes of suppression, i am guessing this is after scheme termination…is there a date for this?
Thanks
Sara (Debt Camel) says
in a few months. I know this is a very frustrating period.
Niall says
I spoke to someone today and they confirmed my bank details are correct and I would be paid to that bank account, she advised the payments were mad on 25th but I haven’t received anything yet, has anyone actually been paid?
Orlaith says
I called on Friday to confirm bank details and the lady basically confirmed the last 4 digits then asked me to be patient. She was obviously quite annoyed with the amount of phone calls being received but I’ve problems since getting through and I’m starting to get concerned that this won’t be received. Has anyone been told they’ll receive a BACS payment and hasn’t done so yet?
Stuart says
I called today as I updated incorrect bank detail last week. The lady on phone explained that payments to banks would already have been paid and therefore waiting for it to be returned to them so they can resend to the correct bank details.
Orlaith says
I’m so confused because I phoned on Friday and was told the opposite and the lady was like “how would these people actually know that” and just told me to be patient. But it seems everyone’s been told different things. Does anyone have an email they’ve had a response from? I’ve tried loads and there’s radio silence.
Stuart says
My concern is the bank account they supposedly sent it to is part of my DRO. It does seem people are getting different information.
Sara (Debt Camel) says
how large was your refund?
Stuart says
It is £2338.40
Sara (Debt Camel) says
ok then when this arrives in an account, you need to talk to the adviser that helped set your DRO up as it may be cancelled as you have received more than £2000.
Stuart says
Sorry I should have stated I am now discharged
Sara (Debt Camel) says
phew! So the cheque is being sent to a bank who you owed money to in your DRO? How much?
Stuart says
Yes, I honestly cant remember the debt with the bank. I will try dig out the files, it is no where near that figure. The lady on phone at Santander did not mention anything about keeping it etc. She asked for me to call back if it is in the depths and hits my old account they will send it to my current TSB account??
J says
It’s very scary! They had the correct bank details for me but sent it to the wrong account!
Chris vaughan says
Spoke to a lady on Friday to check that my details were updated as i had replied to a email they sent me to update them but no joy she said a email would be sent telling me they were updated but still waiting so dont know what to think
Jack says
Been on hold 17 minutes thus far – Wish me luck! :D
J says
Sara,
Do you know what to do ie regs if they have confirmed that they have sent the money to the wrong bank account but are telling me I have to cancel wait till it bounces back?
Do I need to contact the ombudsman?
I asked for a copy of their complaints procedure and they said they aren’t taking complaints!
Sara (Debt Camel) says
The Ombudsman can’t look at any complaints about what happens in an administration.
I know this is very annoying, but I suggest waiting a week and seeing what happens.
Orlaith says
So i waited 40 minutes and eventually got through to someone. I was advised on Friday that the payment was being made via BACS but apparently all BACS payments have indeed been sent. I’m being sent a cheque and been advised to give this 4 weeks from today to be received, then obviously I’ll wait 5 days for the cheque to be cashed into my account so could be a bit of a wait for me yet.
I’ve never used or worked with cheques before, what happens if I don’t receive it? I have a very similar address in my street and our post often get mixed up. Can anyone else cash a cheque in my name? I’m even more anxious now and actually unsure I’ll ever get it. I did ask the lady if there was any way of tracking or knowing if theyve posted it but she said no.
K says
Everyone is obviously still being told different things as someone earlier today commented;
‘I have spoken to them this morning, no timescales or estimates on when they will get to making payments that failed in the first batch as they are still working through the first payments expected to end this week’. ‘
It is increasingly frustrating but there’s not much we can currently do. Unless you speak to a reliable source from finance who actually knows.
They did advise 2 weeks from the email and to chase then.
Noone can cash a cheque in your name.
Orlaith says
I asked if I definitely wouldn’t receive it through BACS as I was told on Friday it was definitely coming as a bank transfer and she said no, that categorically everyone who has not had a bank transfer would receive payment through cheques. She said to allow 4 weeks due to postal delays. I’m with Monzo so unsure how to cash a cheque even, need to look into it! She said she couldn’t guarantee I’d receive payment within the next month; said it depends on the postal service and when the cheques are sent as they have 2 weeks to post them.
Sara (Debt Camel) says
see https://monzo.com/help/payments-getting-started/cheque-how-to-pay
Lesley says
Sara, I need to send the cheque back as in wrong name. The advisor said wait for an email with instructions ?? Would it be worth the risk and just send it back to their hq/GT ? Your thoughts in this never ending saga would be appreciated
Sara (Debt Camel) says
no really that is a bad idea. Phone them up again in another couple of days.
Lesley says
Thank you 🙏
J says
I’ve contacted them FOS and they are going to get back to me with what to tell them. They aren’t allowed to make me wait for the payment to bounce back if it they sent it to the wrong bank account
Chris says
Hi
Has anybody actually received a cheque today ??
Thanks
Jon says
No cheque in my post today
Chris vaughan says
No ive sent my details 3 times by email and a lady took them down last monday but the last time i spoke to someone they not changed them so i have no idea what’s going on
Orlaith says
I was told by an advisor there a few hours ago to allow up to four weeks for the cheques. Nightmare!
Jodie says
I actually received my cheque on the 1st, just waiting for it to be processed.
Sasha W says
Further to my comments on Friday, I have heard nothing from QQ regarding my accepted claim that they cannot find.
I will be calling up tomorrow to chase as I was told I would have a decision by email by close of play Friday or latest today. I will update again tomorrow once I have spoken to them.
Sasha W says
Have spoken to QQ. They advised they do not know why I was given a deadline, as mine needs to go to a more specialised department she can’t advise how long it will take to resolve!
Kayleigh says
Yeah I got a cheque for £130
Nadia says
Hi Chris
Received a cheque today, they said would be paid to claims management company! So wasn’t expecting it! But glad it came to me so I can bank it and pay my fees and am done! Good luck!
Carole says
I’ve just phoned them as I still haven’t received payment despite me updating my updated bank account details with them on 3 March and receiving verification of this. Was told that for some reason their system hadn’t recognised the updated bank details (even though I received a verification e mail) and that I would be paid by cheque which I should expect to receive in 2-4 weeks! I said that was unacceptable so the person I spoke to said they would escalate this to management to see if payment could be switched back to BACS. They’ll email me tomorrow or Thursday to confirm. Now really nervous and worried. I was counting on the £2393 being paid by bank transfer this week. The whole thing seems to be totally shambolic.
Orlaith says
This happened me also. I was told to expect to wait 4 weeks as well. I asked if there was any way it could be done by BACS and the girl basically said no as it would taken even longer to get that all approved. I’m not overly hopeful I’ll get it at this rate
Carole says
Yep that’s my concern – that trying to change the process will delay things even further. I asked for a response by email and she suggested if I hadn’t heard anything today to call tomorrow. I’m really irritated by the whole thing. Will keep you posted.
Jo says
I rang to change my bank details in March too. I was told that I needed to send bank statements to verify the new account but that was in my married name and quick quid have my maiden name so I cancelled the change. The girl did say a bank change needs verified with documentation before payment would be sent. Maybe it’s bad training on their part and not everyone knows that? My payment was in my bank on Thursday without the change.
Orlaith says
I had the same issue with my maiden name and married name but I changed all my details early March and confirmed them all again at the end of the month. The postman this morning has been and gone so I’m losing hope in all honestly! Was told on Friday it would be delivered by BACS, then yesterday told it would be sent via cheque and to wait 4 weeks.
Jo says
Sounds very frustrating! They have to pay you the money though so don’t lose hope. Post will probably be backed up with the bank holiday too x
Mick says
My cheque for £1.6k banked last week still hasn’t cleared
Phil says
It’s not an issue their end must be a bank issue.
I bank with natwest paid the cheque in at midday yesterday all funds cleared and available at 7am this morning.
Mick says
I’m with Santander and it still hadn’t cleared today. Hopefully by end of week.
Richard says
I’ve just checked again and it has now cleared and in my bank.
Mr and Mrs C says
@ Sara have we any reason to doubt if we have a claim accepted, and the email that tells us the amount of redress, that we will get paid? albeit in 2-4 weeks…
Sara (Debt Camel) says
No, you should get paid in the end.
Laz says
Still no payment for me – waiting for £8.3k so I am starting to get a little worried now. Nothing has changed since I submitted the claim same address and bank account.
Currently on hold waiting go to speak to them. Surely if we are to receive payment within 2 weeks they would need to send BACS payment by latest today as they take 3 days to clear.
Laz says
So after a 35 min wait I got through to a very helpful lady who confirm the last 4 digits of the sort code and account number they had sent the payment to. Turns out I used an account I don’t use much and the money has been sitting there since 28th April. Can’t quite believe it.
So my advice is check your details and don’t make a silly mistake like I did.
Antony says
I phoned yesterday just checked my bank details were correct and was told payment to be received by the 9th via bank transfer
Orlaith says
I was told yesterday that no more BACS payments will be made and it’ll be cheque only. It’s all so frustrating!
David says
I’m still waiting to hear back from my bank details being changed, spoke to a lovely lady last week and asked what details they had, it turns out they had an old account which is now closed but the payment had already been sent to it 😱 and said it would be returned to them. Do I need to ring my old bank up and see if they have it? Or just wait for a cheque
Sara (Debt Camel) says
Well you can try, but you will find it very difficult to talk to a bank about a payment into a bank account that was closed…
Chris vaughan says
Just spoke to a very helpful lady a cheque was sent to my old address they do have my new address just waiting for the adjudicators to send a new cheque and update my address
Claire says
Everyone seems to have conflicting information which is a concern. I updated my bank details and despite this they made my payment into an old account which is now closed. Woman I spoke to this morning said any details updated after September last year haven’t been processed!?!!
She gave me an email address claims@casheuronetuk.Co.uk to send my new bank details to along with either my passport or drivers licence and either a bank statement or bank card from new bank. She couldn’t give a time scale of when the payment would be made and no mention of a cheque being sent instead.
I’m due almost £7000 so would be nice to have it sooner than later but have very little confidence when I hear the conflicting information people are being told.
Don’t know the Legal stand point on if they do make a payment and it’s returned how much effort do they have to make to get it to you ?!?
Orlaith says
I have emailed this exact email address a few times along with Onstride and Resolution and had no response now in a week. I’d be keen to know if anyone is getting email responses at all?
Chris vaughan says
No nothing sent several emails looks like it will by cheque when then resend them to the correct addresses
Lesley says
No I’m not getting any response either
Chris says
Hi
Still not received a cheque or any reply to my e mails ?”
Feeling so fed up now !
Carol says
I’ve just spoken to them. They confirmed they have received my emails sent last Tuesday 26th April with regards to my name change. She was most apologetic and told me as soon as the information i have sent is looked at and verified I will receive an email and my cheque will be posted. She just basically told me we have to be patient as they are receiving lots of emails and phone calls.
Caroline says
I had no problems at all received what I suppose a reasonable amount
Russell says
Hi
I phoned today at 5:30pm and got through straight away. Was told they couldn’t confirm my bank details and so a cheque was being sent.
They should all be sent out by the 9th May
Orlaith says
I was told the opposite yesterday and told to allow 4 weeks for it to be sent. Crazy being told such different things!
James says
I received an email on 25 April outlining my claim value and the process under which it would be sent to me. I called on 26 April to confirm the bank details they had on file for me and I advised the call handler that I needed to change them. I was sent an email, which included the claims@casheuronetuk.co.uk, outlining how I should update my bank details.
I sent an email to the above with both my drivers license and bank statement attached, but received a bounce back saying it was too large to be received. I sent two emails on 27 April with one piece of evidence attached to each of them, have not received a bounce back to say either were too large, and I’ve had nothing back from either to say they were received/actioned.
I called again on 3 May but my bank details had not yet been updated and would be as soon as the email was got to.
The bank account linked to my claim is now closed, so not sure if that’s triggered a cheque to be sent once their systems recognised no payment was deposited.
The email I received that included steps to update my bank details gave a deadline of 9 May to send them in by. I’m not sure if this means nothing is getting processed until at the earliest this date, though.
Waiting patiently for either a cheque in the post, confirmation my bank details have been updated and/or a deposit into the correct bank account has been made.
Good luck everyone!
James says
*UPDATE*
I called this morning and asked to confirm if my new bank details had been received. The call handler I spoke to confirmed they had been and once my original payment details had bounced, they’d reissue the payment to the account.
The impression I got was that the first attempt at payment to my original bank details hadn’t even been attempted yet! I think this is where the 9 May deadline to submit new details comes in.
I asked if it was an automated process, whereby a returned payment to the old details would automatically trigger a repayment to the new details. The call handler wasn’t able to confirm the process.
I had asked for email confirmation when my bank details had been updated. I’m not sure if that will come in the next couple of days.
Hope this is helpful to someone! I submitted my changed bank details on 27 April.
James says
*UPDATE II*
I rang the 0800 016 3250 number at 18:35 this evening and the call hander didn’t seem flustered by a call at this hour, not did they sound like they were eager to end their shift. The advise was that this line closed at 16:30, so two hours later somebody is still picking up the phone!
They confirmed they had received my bank details and I was told this would be escalated to the Finance Team. Not 100% what this means at this stage, however! No mention of a cheque being issued or how long any payment might take to reach me.
I’ll keep you posted on when I receive payment/the method by which it’s sent.
Stay positive everyone!!
Mr and Mrs C says
The cheque has arrived today – its coming from Grant Thornton themselves
J says
I had to get the FOS involved.
They had my bank details on file and confirmed the same via email on 26th they then attempted to make payment in the 27th it bounced as CEN sent it to the wrong account and confirmed the same.
I had been calling every day since last Thursday and have been fobbed off.
Having called Grant Thornton today (fingers crossed) finally getting it in my account this week.
I wouldn’t trust a single word QQ say- they haven’t a clue what is going on it’s the Treasurers that are sorting the payments out
Chris says
Hi
What number did you ring please for grant Thornton ?
Thanks
J says
I only called them as the FOS advised me to
Che says
Hi can you please be more specific in your process – which number did you call from Grant Thornton? And then you contacted the FOC by phone and the FOC immediately contacted them (QQ or GT?)? Or you just told GT you had contacted them and provided a reference number from your FOC claim? normally when you submit a claim to them it’s a process that takes time, so I’m surprised they acted the same day (or was it simply by telling GT you had contacted the FOS?). When I email GT they told me they don’t deal with the payment side and I must contact QQ so this is quite contradictory and my situation is exactly the same as yours.
J says
Hi @Che,
So you have proof that the treasurer sent the money to the wrong bank account?
I called the FOS for advise who told be exactly what to tell them.
Ye, there is a process, CEN have 8 weeks to either pay or respond. However after sending CEN and email and contacting GT by telephone and email telling them exactly what the FOS advised me to they made the payment.
No point in contacting QQ as they can’t tell you anything.
It was purely because I had proof (they admitted on the phone and email it had gone to the wrong account) but if you like veryone else received your email on 25th they have until next week to pay
Lesley says
Has anyone got the details of who we need to return cheques that have been issued in a previous name? I called on Tuesday and she said that they would email me with instructions. Frustrating when I have a cheque but can’t bank it :(
HSS says
Still nothing at my end. Cheque nor BACS. Sent the new bank details and confirmed my address back in January.
Jayne says
It’s getting ridiculous now…so unfair no one can give a straight answer. Two weeks is up on Monday and nothing!! Is there nothing we can do to get our redress why are some of still waiting. Be patient everyone said it will arrive but I’ve just lost all hope. Emails all ignored. Get told something different every single time I ring.
Sam says
I find it very frustrating they won’t confirm anything and keep saying that we have to wait and be patient and to stop calling….
Some people have had bacs and some have had cheques.
I know they have my wrong details Iv emailed the correct ones but they keep saying to wait ….
It’s hard when people seem to have had theirs I feel like Iv been lost in the ether.
Chris says
Totally agree still no cheque today ? Getting really fed up now
Has anybody had a cheque today ?
K says
Nothing this end either. you’re not alone.
It’s very frustrating when you’ve updated the portal etc as requested and still nothing.
The 2 weeks is almost up so I expect they’ll receive alot of calls Monday!
Teresa Parker says
No I’m still waiting so your not alone..but agree so frustrating when you see lots of other payments being made!!
Debra says
Has anyone who did update their bank details received a payment into the correct bank account?
I updated my details at the start of March and from reading the comments worried that they have tried to pay my old bank account which is now closed!
Sara (Debt Camel) says
many people now who were paid won’t be reading these comments any more.
Chris says
Hi Debra, similar I had updated my account at the start of March and qq had confirmed it had been updated. However they paid to my closed account so still waiting on it being paid to the correct account. I had to call them and they sent me an email requesting ID and new account details heard nothing since.
J says
Finally in my account and done as a same day payment!
Good luck to those still waiting!
Chris says
Hi J, that’s great was this the first attempt or had they previously attempted to an incorrect account? Interesting it was by same day payment.
J says
No, it was the second attempt.
It was only sent as a same day as I reported them to the ombudsman- they had the correct bank details on file and confirmed them in an email before they sent the first payment.
When the made the first payment the money was sent to the wrong account and they were telling me that I had to wait for them to recover it. So I contacted the FOS who advised me to make a complaint. Low and behold I had the money the following day
James says
J, please could you confirm how you contacted the FOS (phone/email) and how they managed to do this?
I am in the exact same position and keep being told, yes we have your correct details but we have to wait for it to bounce back before reattempting payment and have no timescales of when this will be!!
It’s infuriating as I too update details along the way and can prove it.
Any assistance is appreciated
J says
Hi @James.
I called the FOS.
Has anyone at QQ confirmed they have sent it to the wrong account?
Issue you have is that in their mail confirming claim amount sent on 25th it does advise they will re attempt but only once payment bounces back.
My issue was that they confirmed on a call that I was recording and in an email that they had sent it to a different account number than what they had on file so my claim with the FOS was valid.
If you are simply just waiting then you have to wait for the time to lapse which I believe is the 9th?
Thanks
Jake says
I phoned them on Tuesday morning, 35 minutes hanging on the line until someone picked up. They claim it’s now “too late” to change your details, yet they did send an email for me to update my account number, if they’re not going to attempt another batch of transfers what’s the point? The whole administration process seems messy af, when I tried to update my details some year ago when the portal for it was up I was given an error message every time, not really our fault they handled this poorly, is it? I think at the very least they should go above and beyond now to attempt to update everyone’s bank details and send out a final batch of transfers, none of this silly cheque nonsense like we’re living in the 20th century, come on! Especially since we can already hear they are going to the wrong addresses or they are straight messed up, wrong name, etc. So unprofessional.
duncan says
have qq with debt company they had before qq went into administration – had 1 loan upheld but this account never was sent to administrators or recalled by then – as loans sold to lantern does this mean that its unenforcable because of how its been done?
Sara (Debt Camel) says
How many loans were sold to Lantern?
Were they upheld as unaffordable by the administrators?
J says
Any loans sold to Lantern should be written off according to CEN.
I have an email from them confirming the same
Sara (Debt Camel) says
I think only if those loans were decided to be unaffordable. And they may only be reduced, it depends on the total redress someone should have had.
J says
Possibly. I had 10/11 claims accepted and it was only the 1st that wasn’t upheld.
Su says
Anyone else waiting on their payment from a 3rd party? Mine is Clear Legal Marketing and they are taking their time :-( Had my email saying what they are taking and what I am to be paid but nothing further
Joanne says
Email received on the 25th stating amount I am to receive. Same bank account for 30 yrs same address for 18 yrs……and I am still waiting. Anyone else thinking this is all a hoax.