UPDATE – on 25 October, CasheEuroNet which owns ate QuickQuid, Pounds To Pocket and On Stride brands went into administration.
See QuickQuid goes into administration – what will happen for details. That article will be updated with any more news.
This article will not be kept up to date.
QuickQuid (QQ) and its smaller brand Pounds To Pocket (P2P), which in February 2019 rebranded as On Stride, have been getting large numbers of affordability complaints from customers asking for refunds of interest.
You may be able to get a refund if you had loans from QQ, P2P or On Stride you couldn’t repay without borrowing again. You can get refunds for all type of loans, including instalment and flexi loans.
Summary – QuickQuid complaints
QuickQuid is now the most complained about banking and credit firm in Britain (ignoring PPI), according to Finanical Ombudsman statistics.
At the end of 2018, there were about 9,000 complaints against QQ and PTP with the Ombudsman. Many had been there for two years as QQ had been refusing to give refunds on loans over 6 years old or for loans given after 2015.
In 2019 the Ombudsman started upholding large numbers of these cases. QQ then rejected many of these decisions.
But in August 2019 QQ agreed to pay thousands of outstanding Ombudsman decisions within the next 6 weeks. These are being referred to as “the spreadsheet complaints” as many customers were told by FOS they “were on the spreadsheet“.
How to start a complaint (this no longer applies now QQ is in administration)
The main Payday loan refund article has the template letters to use for making these complaints.
If you had loans from both QuickQuid and Pounds to Pocket, you only need to make one complaint, covering both sets of loans.
If you rolled a loan repeatedly or repaid the loan and soon after took out another one, this suggests the loan was not affordable.
One loan complaints can be hard to win, but if your loan was large, as some of the loans from On Stride are, read Getting a refund for a large bad credit loan which has better template letters for your situation.
A list of your loans is usually enclosed with the response to your complaint.
Has your data been deleted?
This is a new problem. In mid-April 2019, QuickQuid seems to have deleted information about some loans over seven years old from their records. See Why is QuickQuid going to delete old customer data?
This won’t be a problem for you if you have the details of your loans, from your email records or from your bank statements. Here tell QuickQuid you can supply them with a list of your loans so they can consider your case. If they refuse to do this, send it straight to the Financial Ombudsman.
If you don’t have all your records, ask QuickQuid if that is their final response and then send the complaint to the Financial Ombudsman. You can complain not just that you were given unaffordable loans but that QuickQuid has not treated you fairly by deleting your loan data when it should have known from other customers complaints that you may have a good affordability complaint. Ask for compensation for this.
You may feel that without evidence your case is very weak. But you have an excellent case that QQ has treated you unfairly!
If you have closed your bank account, it can still be possible to get old statements but there may be a limit on how far back you can go. So try to do this as soon as possible – don’t wait for several months until the Financial Ombudsman asks you for them as that may mean there are another few months you can’t get.
QuickQuid’s standard response was designed to put you off
QQ uses a template letter to reply to you.
When you read what they have written, you may feel depressed and that you don’t have a good case. That is what QQ want you to believe! But in many cases the checks QQ did were far from adequate and the wording in their replies may mislead you.
Here are some bits from one recent QQ response (in italics) together with my comments on them.
We have assessed loans funded before FCA regulations were implemented using the “other credit commitment” (OCC) value taken from your credit report at the time of funding and used a reliable average for all remaining expenses.
From some published Ombudsman decisions, it seems that QQ hasn’t kept the details of many credit checks it did for loans before 2014, see this decision for example. You won’t win your case just because QQ can’t produce this information, but if you kept borrowing or rolling loans for months then you shouldn’t worry that QQ has some brilliant way of showing they did great checks.
In assessing loans funded after FCA regulations were implemented, we used validated expenses figures. We arrived at those figures by validating your declared expenses for various categories from your loan application against credit reference agency and Office of National Statistics data.
Here QQ usually has kept more records. But they were validating your expenses against some national averages. that may have been fine for the first few loans, but if you kept borrowing, QQ should have wondered if your real expenses were larger than their estimates. So they should have done extra checks on your later loans, not just kept repeating the same checks.
In assessing whether your loan(s) were affordable, we evaluated whether your total repayment across the loan term was sufficiently less than your total estimated disposable income across the loan term, after taking into account your expenses.
They were estimating your income and your expenses, without verifying them.
Also did you have had one of QQ’s “three month loans” where they only charged the interest for the first two months then the whole of the capital repayment plus another months interest in the third month? If you did, QQ assumed you would save up money in the first and second months. But the Ombudsman often doesn’t think this is fair, for example, here is one Ombudsman decision.
We further assessed affordability by viewing your account history for hardship. If we concluded that any of your prior loans were in hardship status, we evaluated whether any subsequent loans were issued without an adequate gap in time in between.
But QQ doesn’t seem to take account of whether you had to roll a loan, ask for a top-up or ask for extra time to repay a loan, even though that is also evidence that you were struggling.
we closely reviewed whether you took out multiple loans in short succession and whether there were negative changes in your individual circumstances such as a decrease in income and/or an increase in “other credit commitments” between said loans. We further analysed dependency by examining whether you had any loan(s) with numerous extensions or rollovers and if so, whether any subsequent loan was funded in close proximity thereafter.
QQ says they “closely review” these, but often they just seem to reject a case even if often you had to roll a loan or borrow again soon after repaying one.
You may feel this letter doesn’t actually reflect your situation at all – and you are probably right! QQ doesn’t explain why they have refused to refund some loans, or why they picked the ones they did.
For several years QQ didn’t add 8% statutory interest to goodwill refunds it offered. But inAugust 2018 sent an unexpected additional refund to some customers who had been affected by this.
QuickQuid cases at the Ombudsman (you can no longer send a QQ case to the ombudsman)
The Ombudsman service is easy to use but has been slow for QQ complaints, but in summer 2019 that seems to be improving as a large number of cases have been decided.
Three things not to worry about:
- you won’t “lose” an offer from QQ if you go to the Financial Ombudsman. So far as I am aware, in every case where someone was offered an amount by QQ the Ombudsman has increased the amount.
- the Ombudsman won’t reject your case because you had a large income or your partner kept bailing you out etc. Lots of people have won these cases. If you kept borrowing then QQ should have realised you were dependent on the loans and stopped lending.
- cases where there was a lot of repeat borrowing and gambling are getting good refunds.
How do they respond to the adjudicator’s decision?
The Adjudicator is the name for the first stage of an Ombudsman complaint. Only 10% of cases have to go to the second stage is when it is looked at by an Ombudsman.
QQ accept have been accepting some adjudicator decisions. But sometimes they offer a lower amount, in which case you have to decide if it’s worth taking that or asking for the case to go to the Ombudsman.
In June one person has just reported being offered c £8,000 by QuickQuid when the adjudicator’s decisions would have been about £9,500 – he decided that was a good enough offer to accept.
Rejecting too many adjudicator decisions
But QQ has been rejecting far too many adjudicator decisions.
The ombudsman could take all these adjudicator decisions through to the second “Ombudsman-level” where a decision is legally binding and QQ have to payout. But that would take a lot of Ombudsman resource to get thousands of cases through at that level. It shouldn’t be needed. the Ombudsman-level is intended for the few difficult cases, not for run-of-the-mill standard decisions.
Both the Ombudsman and QQ’s regulator, the FCA, have been pointing out that the FCA’s rules say a lender has to learn from ombudsman decisions and apply them.
This is why in August QuickQuid agreed to accept several thousand adjudicator decision it had previously rejected.
QQ started to send emails with the refund amounts and asking for people’s bank account details in September.
Good news that QQ is paying out on some FOS decisions but…
I’m very pleased QQ agreed to pay out on these decisions. Not just for those customers getting their refund at long last, but because by removing a large number of complaints from the queue for an ombudsman, I hope a lot of other FOS complaints will move forward faster.
QQ’s American parent, Enova, released its second-quarter earnings figures last month. Overall they were fine, but there were some comments in the Earnings Conference Call about Enova needing to reach a satisfactory resolution with the FCA and FOS about complaints. It’s not clear what they mean by this.
Enova’s third-quarter figures contained the announcement that they would be closing their UK business due to “regulatory uncertainty”.
Updated October 2019
Comments on this article are now closed. Please put any questions on
QuickQuid goes into administration – what will happen
Andrew says
Just to give some hope on the payout timelines…
QQ agreed with FOS adjudicator Friday 30th August (took them 3 weeks to respond, not the 14 days FOS allow them)
Offer accepted same day.
Rang QQ on Wednesday evening to ask for next steps, they confirmed they’d received my acceptance and confirmed bank details
Emails in my inbox Thursday morning saying refund will be in my bank in an hour and it was (makes a mockery of the 28 days they claim it can take when they clearly can do it pretty quickly)
I got lucky… hope it works out for everybody but it can be quick…
Maria d says
That is fantastic.
I have not been on a spreadsheet. I complained to ombudsman and my case was referred to adjudicator. QQ accepted their findings.
I received and accepted my offer from via the adjudicator last week.
I was given a phone number and advised to update my bank details with QQ, which I did the same day.
I’m not sure what happens now . I’ve heard nothing. Should I have? Anyone else in same position?
Zoe says
I’m in the same position- I accepted the offer via adjudicator last Friday & I’m now waiting. What day did you accept?
Maria says
It was Thursday 👍🏻
Zoe says
Have you heard anything yet Maria?
Maria says
Hi Zoe, no nothing. I am continually checking my emails and junk and my bank account too!!
I’m just unsure if i will receive an email from QQ as the adjudicator accepted my offer?? Or will it just be paid into my account?
I think I’ll email the adjudicator on Monday to ask time scales etc.
I’m a bit confused about the difference between me and the ‘spreadsheet‘ people.
I’ll keep in touch x
Zoe says
I’m not sure about what to expect either. I did tell them my account details over the phone but I’m still anticipating some sort of email before payment. I’m constantly checking all inboxes too, it’s taking over my life 😂. The adjudicator told me that I’d hear from them within 4 weeks, which seems ages when the last week has been so painful! Fingers crossed they sort it in the next few days x
Maria says
Ahhh, so it could take 4 weeks? Oh well, I’ll need to be patient then.
I just have a fear they go into liquidation or something 😳.
As you say hopefully there will be something before that. My refund is just under 12k which I am absolutely delighted about x
Rob says
Hey guys I have just received my offer email to the tune of just over £2k which is about spot on to what I was expecting! Sent my bank details so just need to wait for them to pay! Fingers crossed for you all!
Nicola says
You received it tonight? I am 2 years in to my complaint.
Received my letter on the 7th Aug like many other people on here and I am waiting for my offer within the 6 week period!! Can’t be long for me now either?! It’s stressing me out, sick of checking my emails every minute.
Congratulations:-)
Rob says
Yeah it arrived in my inbox at 23:20, I had been checking myself loads! I hope yours arrives very soon!
Nicola says
Fab news!! Congratulations! Must be such a relief. Thank you :-) I feel like I am obsessing over this! I will share my news when I hear…fingers crossed
Ross says
Sara I need your advice once again please.
So I’m one of the cases qq has decided to payout (firstly disagreed with FOS and now agrees). The FOS decision was the usual- refund all interest and charges on loans 4-16.
Loan 16 is a loan I have outstanding with qq. Principal amount 900, but 1400 if you include interest and charges.
In my final refund amount qq have outlined that they are deducting 1400 from the figure. Should it not just be 900?
My understanding is that I should only pay pack the principal and not the interest and charges on this loan?
I replied stating this, but wanted to see if you had come across this before and to also double check I’m not incorrect?
Any guidance is greatly appreciated.
R
Sara (Debt Camel) says
So what I describe is the simple way to think about how large the refund should be. The alternative is not leave in the interest in the last loan but also include that interest in the refund so it cancels out the larger balance.
Can you see if this what they have done?
It is also possible that they may have made an error!
Sara (Debt Camel) says
is this balance listed as a “waiver amount” on an email you have just received from them?
Ross says
Yes it was listed as waiver amount.
In my opinion they have made an error.
When I calculated all the interest and charges I was due to be refunded I got a similar figure to them and this did not include the interest from the last loan. The issue is that they are now deducting this interest along with the principal amount from my final refund (which I believe to be incorrect).
Sara (Debt Camel) says
Then you should contact them and explain why this isn’t correct. Also tell your adjudicator what has happened.
Alice says
I’m a spreadsheeter and got my email at 3am(!) last night, just over 4K which is a little less than I was expecting but I’ve accepted. A word of warning, it went into my junk!
Lee says
I also received my email from casheuronet at 3am.
I wasn’t a spreadsheeter and I never received a letter.
It’s been a painful 2 years but an offer of 8.5k seems worth the wait.
I have constantly emailed QQ over the 2 years to make an offer but they always refused, I certainly would have accepted a lot less than 8.5k so I’m over the moon.
Hang in there guys and thank you Sara for this site.
It has helped so many people
laura says
Ive received mine. A bit less than expected but have accepted all the same as dont want to delay it any more! Good luck all ps….mine also went into junk
Hollie says
I’m in the ‘7th Aug letter’ group and received my offer from QQ at 3am this as well. The final amount is a fiver more than what I calculated so can’t complain.
I hope everyone else on the spreadsheet has woken up to good news this morning also :-)
Mr G says
Thanks Alice, I just checked my junk email on the back of your post and that is where my offer was too. It was more than I expected by quite a bit. Certainly made my morning, my offer is for £14,325. Over 2K more than I had expected.
Taylor says
I also got my offer at 3am, bit less than expecting but I’ve accepted! Thank god the wait is over! I’m going to claim my tax back to bump my figure up a bit!
Craig Benn says
Mines a weird one, got the email, asked for bank details, no offer, FOS say QQ wish for my case over 6 and 3 to go to Ombudsman and, FOS say to ignore or delete email as they have been asked to make an offer by FOS and QQ rejected that within the hour, so why has Enova sent me an email to confirm they are awaiting FOS confirmation of their offer, me to provide bank details, if no offer is coming lol. Total joke
Sara (Debt Camel) says
Go back to your adjudicator, say you have had this letter from Enova and say you want FOS to confirm to them that yiu have accepted the offer.
Craig Benn says
Ive spoken with them, guy called john, who advised me that my Adjudicator called ******, is now on long term sick, and her work load will be re allocated over the next few months, but wont be looked at for at least 6 weeks.
He said their is a back log and as far as the notes are concerned it appears a admin error by QQ, ignore and delete that email as QQ still rejecting my claim as 6 and 3 out of time
Craig Benn says
Sara
Thing is there is no financial figures on the email
The below is the content of that email, ive replied back with bank details and asked for details of offer and no response and lines turned off
Karen Nielsen (Enova)
Sep 4, 8:52 AM CDT
Dear Mr Benn,
We are aware of the letter you received from FOS. Please be advised we are working to get the details of your offer and will provide you with an update once we have this information available. In the meantime, if you have not already updated your bank account details, you may provide us with that information. We appreciate your patience.
Kind regards,
Karen
Enova International
M M says
I really hope that they aren’t sending out these offer emails on a weekly basis! I am a 7th Aug letterer and still no emails in normal or junk email. Hang in there my fellow camels!
Christine says
I hope so too… I’m on the 7th of august letter and nothing so far, guess we just have to wait as they are not responding to emails either, I emailed 10 days ago and nothing
John M says
Thank goodness for that. Thought I was the only one that didn’t have the email for a bit. So pleased for others but hard when I’ve not had my offer myself…..
Christine says
On the plus side we are only 10 days off the 6 week mark so hopefully shouldn’t be too long
Clare says
Fingers crossed !
I’m not on the spreadsheet
Driving me insane keep checking emails haha
Sara (Debt Camel) says
These latest emails –
1) does anyone have a “balance” figure included when they didn’t realise they had a balance?
2) if you did have a balance and its large (people owning £15 probably can’t be bothered to check!) are you happy that the refund is calculated correctly, because interest should EITHER have been removed from the balance OR added on to the refund?
K says
Hi Sara,
Yes. I had a balance of 35 GBP. I fully paid off these lenders years ago, so did make reference to this in my response. I accepted but explained that I did not want to prolong the settlement for the sake of 35 GBP.
The odd thing is that they appear to have attempted to overwrite this deduction with a waiver for the same amount. But the total redress is still -35.01 less than the redress amount figure (context below)
Redress Amount
£3893.16
Current Outstanding Balance
£35.01
Waiver Amount
£35.01
Total Refund Amount
£3858.15
Will also take the opportunity to say keep up the fantastic work.
All the best,
K
Guy says
I got my email from the company last night offering me a redress of £2420 which is roughly on the ballpark I was expecting. I have already replied back accepting and gave my bank details (again). One hopes is they pay this promptly and not the full 28 days from me accepting the offer last night. Does seem progress is being used as it’s now over 2 years since I first complained to the FOS
Dave says
Also had the letter on the 7th from FOS got my offer last night 11pm along with request for bank details.
Offer was double what they had originally offered to settle so well worth the wait!
Now to wait for the money to land in my account …
Thanks Sara for this great site and helping make the financial industry pay for their mistakes!
Nicola says
I have now received an offer which is way less, (about £400) less than the original offer?! I have sent a strongly worded reply and cc’d the FOS in to this with a screen shot of their original offer. How can it be so difficult? It’s beyond a joke, 2 years down the line and I am losing the will!!
Clare says
I received my letter 7th August too
No email or offer so far
Laura says
Have you checked your junk mail Clare?
Laura says
I’m so happy to have finally received a figure and have sent everything they need to pay…guessing they aren’t working over the weekend but now a waiting game for the transfer….not complaining though :-)
P says
Just read on here that their emails go into junk, low and behold it was there. Been sat there for a few days now and I’ve been checking emails hourly for weeks. £1300 accepted.
CHECK JUNKMAIL
JP says
I was on the 7th August spreadsheet. Email received at 11.30pm last night (Friday Night!!). Over 2 years and finally complete. Hoping to get it paid within the next 7 days…. As it seems like the likely scenario, given the above posts.
George says
I must say that this site has been the most useful source of real time information I have come across and I really appreciate it being here. It is very worrying to read such a huge range of experiences though and what seems like enova’s somewhat shotgun approach to things. Personally I accepted an offer of roughly 7k eight days ago. Enova told me there was a 28 day processing time (they did not mention business days but I worry this will be the experience once they haven’t paid me by 27th September. They have blocked everything all the way along and been very predictable in their behaviour so i anticipate huge issues actually getting this phantom money paid to me. As a sufferer of anxiety this waiting and unknowing is, quite frankly, torture.
Thanks again for your stories and advice.
DARREN says
Hello all
I received FOS letter on 7th August saying Quick Quid agreed and would pay the redress,
on 19th August I received the following reply below from QUICK QUID, however I am till waiting for another E-mail to tell me the redress amount and when it will go in to my bank account.
Dear Sir/Madam,
Thank you for your email. Please be advised that we’re working hard to resolve your complaint – we’ll correspond as soon as possible with more details regarding redress and a time frame to expect the business to close the complaint.
We thank you for your patience in this matter.
Kind regards,
Breanna
Enova International
Kara says
I had that email from Breanna too! Sit tight for the final email to come thru – there was only 36 hours between me accepting the email offer and the funds being in my account.
darren says
Hi Kara,
Thanks for this information
fingers crossed
Craig Benn says
Any ideas about the wording of the email i got Kara,
Karen Nielsen (Enova)
Sep 4, 8:52 AM CDT
Dear Mr Benn,
We are aware of the letter you received from FOS. Please be advised we are working to get the details of your offer and will provide you with an update once we have this information available. In the meantime, if you have not already updated your bank account details, you may provide us with that information. We appreciate your patience.
Kind regards,
Karen
Enova International
Chris says
Hi Craig
I’ve been following your thread because you have been in the same position as me – QQ saying that because of the DMP you should have known about complaining earlier. Have you now got that resolved? Your comment looks as though things have moved on. Cheers
Craig Benn says
Chris
This is the weird thing and sara i think is as confused as me.
1) The email from Enova seems to suggest that FOS have had a response and offer, and that has been sent to me.
2) i spoke with FOS, they have no knowledge of the email, (forwarded it to them) and as far as they are aware, no offer been made, no communication been made from Enova as to a offer or change of stance as 6 + 3, or DMP, so FOS advises to ignore email from Enova or delete as probable Admin error (why would I delete as possible evidence down the line)
3) FOS also say my complaint and 1000’s others in the DMP excuse could be months or years, waiting on jurisdiction team on a way forward that they can mutually agree with QQ (I thought FOS Told QQ what to do, not pussyfoot around and pander to them
4) so no, allegedly no offer or acceptance is on its way
Sara (Debt Camel) says
I’m not confused – it is just some admin mix up and it’s hard to say exactly whether this is by Enova or FOS or both. This will get sorted.
Elizabeth Newton says
Hi Darren,
You were very lucky.
Today I got an offer of £250, about 2 thousand less than what they owe me.
They gave me no details of my offer and did not pay the 2 loans the Ombudsman’s final decision letter stated they must pay.
They just put the 250 in my account and said they are closing the case.
3 years and QQ are still playing.
If the FOS does not sort this out next week, I am taking Quick Quid to court myself.
Chris says
Hi Craig – OK – thanks for clarification. Looking back over the thread, it does look like a QQ admin error – sadly! Bit depressing to think there will be a lengthy delay. My decision is to refund on loans 7-31 and the figure to refund is into 5 figures. The FOS have to get the decision right – they’ll know that QQ (via their American legal teams) will be all over any claim especially if it’s a big one. Soldiering on…:)
Craig Benn says
Yeah chris, and annoying thing is why the FOS is pandering to them. Why not say
1) The DMP argument is futile and irrelevant as DMP administration state no advice is given in relation to claims etc.
2) we have clarified on case practice we CAN look and give decisions on cases over 6 years and within the 3 year rules
3) The Adjudicator decision stands, if you stipulate it goes to Ombudsman, the redress doubles and fined £5k for each claimant for wasting Ombudsman time
That would sort them out
Sara (Debt Camel) says
FOS has said all of those points to QQ. Thousands of cases are now being settled. When they are done I hope they settle the next few thousand.
Elizabeth Newton says
Well I did get a bit of a shock this afternoon as after 3 years of fighting for compensation Enova had the cheek to email me with a £250 final settlement which they said is already making its way to my account.
This is the first contact I have had with them, and how they have not come with figures beforehand without me accepting and hurriedly putting that money in my account cannot be the right practice.
Has anyone else had this experience?
They have failed to adhere to the Ombudsman final decision, they did not pay the 2 loans they were requested to pay, they didn’t even make clear howvthey came to that calculation of what the 250 pounds was for, as figure bearing no resemblance to what they owe me.
Their previous offer was over 900 pounds for just 1 loan, so how they came to this ridiculous figure I will never know.
I am calling the Ombudsman first thing Monday morning, and if they fail to sort this out next I am taking Quick Quid to court myself.
I think it is high time Quick Quid stops taking us all for fools, and it is about time a member of the public took them through the British courts.
That person will be me.
Sara (Debt Camel) says
Hi Elizabeth, can I check that you have she a Final Decision from an Ombudsman. I think you said your complaint was in the queue for an Ombudsman.
Elizabeth Newton says
Hi Sara,
I had a final decision letter from the Ombudsman himself on the 1st August.
QQ have adhered to nothing the Ombudsman said in that letter, that fact alone will win my case in court.
Sara (Debt Camel) says
Then that is (as I am sure you know, I am just saying this for other people that may be reading this) a legally binding decision on QQ.
Your family member who is a lawyer probably hasn’t dealt with enforcing an ombudsman decision. It is a procedure that is VERY rarely used and most courts will not have seen the relevant form either. Read https://debtcamel.co.uk/enforce-financial-ombudsman-decision/ which describes what has to be done. the fiddly part is you need to calculate the 8% refund you are asking for exactly.
I am assuming here that you have accepted the FOS decision. If you haven’t because you think you should get MORE then you would need to start a different type of court case, a money claim. In this case I hope your family member can get you some good legal advice from an expert – this case may need to be argued using the “unfair relationship” sections of the Consumer Credit Act. These sections are hardly ever used because it is massively simpler to take a case to FOS, so there is no case history to help you.
Elizabeth Newton says
Thanks Sara, but my family member has this all in hand and knows exactly what is required.
I know QQ is legally bound by the Ombudsman’s decision, which is very much also in my favour as said before they have not followed anything in the letter.
I accepted Ombudsman final decision in his letter on 1st August, there were no figures in this letter just the details of what QQ must do as redress, the Ombudsman said in regard to money QQ will be in touch to lay out their figures for me to accept, which they did not.
£250 was put in my account without any discussion, this email to me was sent yesterday.
I am glad to hear there is no case history, I hope when this starts it will be picked up by the press.
Rest assured we are ready and all is in hand to fight all the way.
Thanks again Sara.
Sara (Debt Camel) says
“I am glad to hear there is no case history” I was referring to you making a money claim against QQ if you had not accepted the FOS final decision.
As you have accepted it, that part of what I wrote is not relevant. Instead you just need to ask the court to make a decision so you can send the bailiffs round. This doesn’t require a court case to be heard, just complete the form in my post.
BUT I expect this will be resolved next week.
Nicola says
My email offer was also a completely made up figure..way less than they were instructed to refund by the Ombudsman. I don’t understand it. Some people on here are being refunded more than they expected. Are quickquid just making these figures up out of nowhere?! I have waited 2 years and they still haven’t got it right. I will also be ringing in the morning. I have sent several emails already…fuming!!
Elizabeth Newton says
Hi Nicola,
I would like to say I am glad I am not the only one, but I know how frustrating it is.
My fight now stands at 3 years.
The fact you and probably others are also being taken for yet another ride will make my case that much easier to win, I have a family member who is a lawyer and if the FOS don’t sort this out next week, then I take legal action.
I am looking forward to taking QQ to court.
Hope you have a great outcome Nicola.
Charles says
Morning all,
I had my FOS letter on August 7th and have finally received my settlement figure breakdown in an email from QQ, at 03:00 this morning nonetheless! Slightly more statutory interest than I expected, but that’s to do with them taking so long to respond!
Replied with bank details, fingers crossed it will be refunded soon. How many of us left who have not been settled yet, having received FOS letter on the 7th?
Charles
Christine says
Still no reply for me and my letter was on the 7th :(
Charles says
Hang in there Christine, don’t give up! I know just how anxious this waiting around makes everyone, but we just have to stick it out.
I’ve sent a few chaser emails between receiving the letter on the 7th and today, nothing specific, just a short message politely asking them if there was any update, with the last of these being on Friday. As I mentioned before, they do have to abide with the 6 weeks deadline, so no point in us wearing ourselves out before time, just wait it out if you can!
Charles
Christine says
Thanks, I know it just feels like it’s been going in forever … and my phone battery will need replacing with refreshing my emails so often haha
Happy for all of you that have their offers though as it means they are doing the right thing finally!
Phil says
Morning
Same here, 3am email finally offering settlement and again more interest than I expected. Replied accepting and confirming bank details. Now just got to wait for the money to hit now!
They must be sending the emails out in large batches each night now… hopefully others will get more tomorrow morning…
Definitely seems to be all coming to a close now though.
Phil
Charles says
Hear, hear! I think our figures are calculated and added to the database which then gets issued a processing date; there must be an automated job that fires out these notifications in batches once ready for processing (hence the absurd time we are receiving them!).
I sincerely hope we all get our settlements soon, it’s very unsettling to again have to experience the level of anxiety I haven’t experienced since the last time I had to deal with payday loans all those years back!
Charles
Rosie says
Hi has anyone on the spreadsheet NOT yet had an offer? I’m starting to feel quite worried and checking my email and junk email continuously. I started my claim against Quickquid in 2017. They rejected, it went to the FOS, they rejected their decision, it went to an adjudicator, again rejected- then the letter 7th August out of the blue. Now I’ve got my hopes up as the redress would really help us to straighten out our finances.. and I’m becoming increasingly despondent as days and weeks go by.
Craig Benn says
Well the damn will burst if case law is made against QQ/PTP/Enova, then press etc will get hold of it, then 1000’s more poor customers who didnt know they could complain will burst there bubble and lets hope, after people get compensation their company goes bust
Hold your hats boys and girls, but dont lose heart
Kassi says
Hi Sara
Thanks for all your help
Wanted to ask a question
I had my email from QQ this morning stating the redress below and I wanted to ask does this seem right to you?
5064.04 total interest and fees
8% stat interest in 2653
20% deducted 530.78
Total redress 7187.19
Most of my loans were between 2010and 2012
I don’t think the 8% calculation is correct.
Do you think it’s worth me challenging them on this considering I have waited almost 2 years for this settlement ?
Sara (Debt Camel) says
The amount they have calculated suggests that there is an average of 6.5 years worth of 8% interest being added.
What years were the loans that are being refunded – these may have been your later loans?
Kassi says
They were all in 2010- 2012
One in 2017 which they wrote off this year as a good will gesture for not putting it on hold whilst my complaint was still live
Sara (Debt Camel) says
the 5064.04 total interest and fees – are you sure that doesn’t include any interest from the 2017 loan? because if it did, that wold affect the average number of years 8% interest added
how much did they write off?
Kassi says
They wrote off £1543 this was a few months before they agreed with the ombudsman’s decision.
Based on this would you say their redress calculation may be ok?
Sara (Debt Camel) says
That’s a lot. Much of that would have been interest but it’s also likely there was some capital in there that was written off?
I am surprised they haven’t deducted some of this write off from the redress you are getting. It may be correct, but I would be a bit worried that they could go back and look at the whole case if you query the 8%… and I’m sorry I can’t really guess at what the correct amount of 8% added interest should be.
If you went back to before the write off had happened, then my guess is you have been very happy with a write off plus just over £7,000? You have just had it in two pieces.
Kassi says
Yes I would be happy,
Thank you very much Sara for your help and for this fantastic website.
Clare says
Am I the last one with nothing in junk or emails haha
John M says
Hi Claire,
I got my offer through today but it was in my old email account that I don’t use now and only checked because I used it when I was taking pay day loans from them so thought it was worth a check. Try that?
I got about what I expected. Already sent my acceptance so wait for the money to hit my account.
Great way to start a Sunday!!
Clare says
Nothing there in junk
But I can send £1000 to a man overseas and get £3000000 in return in 7 days seems legit haha
Rosie says
No, I’m the same.
Christine says
Same here… nothing as yet
Anthony says
Same here. Not heard anything. Made complaint October 2017. Getting really anxious. I cannot access old email address and checked junk. Just emailed QQ/Enova again stressing that email is sent via my current email address.
Carl says
Not heard anything either but they are still within the 6 weeks.
Mr T says
Me too still waiting for confirmation of redress amount. Nothing in my junk mail but will keep checking.
Mellymel says
I’m really annoyed, finally got an email from casheuronet after a two year complaint and the FOS finding in my favour, they sent me a full and final settlement for £4323 which is nowhere near what I expected, this is based on 19 loans including rollovers and two P2P Loans.
I was offered over 2k for a third of those loans last year which I redused so where do they get their figures from?! They haven’t given me any info on the loans they are paying out on, just this random offer!
Is this normal for them?
Sara (Debt Camel) says
How much interest did you pay on the 19 loans?
Mellymel says
Hi Sara,
I don’t know, I never found out, it just went to the Ombudsman who found 19 out of 24 in my favour. QQ had already offered me 2.2k to settle on less than a third of those 19 loans which is why i thought the final offer was really low. I’ve asked them for a complete breakdown of it all which is going to drag on even longer.
I’m curious to know if they are sending out these full and final offers to people with absolutely no breakdown or reference to which loans it relates to.
Sara (Debt Camel) says
Well it’s possible that it is right if the loans they offered to settle before were much larger than the other ones. But worth asking about.
Mellymel says
Thanks Sara, I’ve emailed them back asking for a full breakdown so I’ll let you know. I just thought it sounded really low but like you day it could be right.
Li says
Update QQ
Complaint sent to QQ August 18
Rejected after 8 wks
Sent to FOS October 18
Allocated to Adjudicator and received decision May 19
QQ rejected again then did a u-turn in July 19, had 6 weeks to provide offer details.
Received Offer email September 7th, accepted now awaiting Funds in the bank.
Long Road but happy total refund £3587.99
Good luck all and thanks Sara.
GM says
Nice one. Same case with me and similar timeline, so I’m just waiting payment although they haven’t given a date.
Sarah says
I’m the same, waited 12 month in all, accepted offer on 4th September so just waiting for funds to go into bank, anyone know how long this takes? I’m in the ‘believe it when I see it’ frame of mind. I’ve read some that say within hours, some say working the week and others have said it can take the full month.
Jo says
did you receive a letter from the fos to say quick quid had accepted or did you just receive an email? my original complaint was sent to qq June 18 they rejected my complaint so sent to fos July the adjudicator picked it up November and agreed they should refund, quick quid rejected again now I’m the que for the ombudsman
Lee says
It sounds like these spreadsheet complaints are finally coming to an end.
I’m not part of this spreadsheet. However since all this – my complaint has been assigned an adjudicator, he’s ruled in my favour and QQ have 2 weeks to respond. Hopefully things should be moving for everyone.
James Monnelly says
Hi, what do you mean by the term Spreadsheet Complaint?
Sara (Debt Camel) says
there was apparently a spreadsheet drawn up with several thousand customers on it where QQ decided to accept an adjudicator’s decisions after previously rejecting it. The ombudsman then wrote to everyone on this spreadhseet saying QQ would be in touch within 6 weeks. And in the last few days a lot of people have been getting emails overnight from QQ with the amount they will be refunded.
Craig Wallace says
Received offer from Casheuronet by email at 0300hrs today. Seems to be roughly what I’d calculated so acceptance has been sent. It’s been a long wait but worth it in the end. Good luck to everyone still waiting and thank you Sara for this forum which has certainly kept everyone informed and kept the hope there when there seemed none.
Carl says
Same as above, got the email at 3am, was more than what I though tbh.
Thanks again to Sara.
Emma says
Yep me three! Has been a long slog but the end is in sight. Thanks so much Sara.
PD says
I received mine on 08/09/2019. The email doesnt state after accepting how long it will take them to pay out. Anyone got any ideas? Thanks
d says
Hello
some great news I had E-mail on 9.9.19 at 03:00am and hopefully you all have this email direct from Casheuronet. You are looking out for an E-Mail from complaint@casheuronetuk.co.uk I received the following :-
This communication is in regard to your outstanding FOS complaint. To accept our offer and ensure your redress is quickly processed, please reply directly to this email with the sort code and account number of the bank account you would like your funds sent to. Failure to do so may result in delays to your refund being processed.
We refer to the recent Financial Service Ombudsman (“FOS”) communication to you (or your Claims Management Company) regarding your complaint.
We write to confirm our agreement to settle as per their recommendation and have provided a breakdown of the redress due to you:
Yours sincerely,
CashEuroNet UK, LLC (trading as QuickQuid, On Stride, and formerly trading as Pounds to Pocket)
CashEuroNet UK
PO Box 74347
London
EC1P 1YZ
complaint@casheuronetuk.co.uk
good luck guys I am just waiting for the amount to go in to my account
M M says
Below are figures from outcome letter. Adjudicator told them to pay out on loan 4 and 6 onwards giving a total of 4250. Yet qq offer is 1995 before 8% interest with no loan breakdown to show their workings.
10/09/07-31/12/07 150
04/01/08-17/06/2008 75
24/06/08-29/08/08 150
15/09/08-22/10/08 250
BREAK IN
LENDING
05/06/09-19/06/09 450
BREAK IN
LENDING
6 16/06/2010-30/09/2010 950
7 19/10/2010-19/10/2010 500
8 05/11/2010-31/03/2011 500
9 08/04/2011-28/04/2011 550
10. 25/07/2011-31/08/2011 50
11. 14/09/2011-30/09/2011 250
12. 30/09/2011-31/10/2011 350
13. 01/11/2011-30/11/2011 500
14. 13/12/2011-30/12/2011 15
M M says
I may have answered my own question after looking back at figures. I think the amount column in the FOS letter is the loan amount rather than the interest amount.
Sara (Debt Camel) says
That sounds right – they are very round numbers, more likely to be amounts borrowed than interest charged.
M M says
In which case annoyingly QQ may be right but in that case I find the FOS outcome letter very misleading especially when the final column simply called ‘Amount’
Sara (Debt Camel) says
I’m sorry you misread the FOS decision, but the size of the loan is a logical thing to put if you are giving a list of the loans.
M M says
Yes you are right. Just me being thick. The clue should have been when people were writing about trying to calculate their offers which is somewhat more difficult than adding some numbers up in a column!
daz says
daz
Received offer from Casheuronet by email at 0300hrs today 09.09.19. replied with Bank Details and just waiting for money to go in account
. Good luck to everyone
Rosie says
Just a quick update, was on the spreadsheet, got my email at 3 am this morning finally, and the amount seems about right. It is awful waiting for this email but as the previous poster said, it’s reassuring for everyone that people are receiving offers now. Fingers crossed it doesn’t take too long to hit the bank! Good luck everyone, and thank you for this website it’s been really helpful.
Lucy says
Im hoping someone can help me.
I have had a complaint with QQ for a long time.
I had a adjudicator send me a offer which i accepted and this was confirmed last monday.
I have given my bank details to QQ and i am now awaiting payment but im not sure how long it will take.
I have called QQ they said 3 working days that didnt happen.
I have called QQ and sent emails to enova but not recieved anything.
Im now anxious as i need this money and i dont know the timescales.
Maria says
Hi
I accepted my offer via the adjudicator on 29/08 however I’ve had no further contact from QQ. I have emailed my adjudicator this morning who advised me they expect payment to be made within a couple of weeks however he is going to get in touch with them for an update.
I can’t fault the service I’ve received from the adjudicator.
David says
They have up to 28days to make payment
Kelly says
Can I ask how you know it is 28 days? I led them and they couldn’t tell me. I messaged FOS on FB and they said normally within 4 weeks depending on the company. Could really do with the money now
Anthony says
For the benefit of other anxious people on the spreadsheet; I have still not received a redress email. There is still time though before the 6 weeks is up. To put a positive spin on things, at least some people are getting their email. Would be far more anxious if I was reading that no one had received an offer yet.
Lucy says
My offer has all been accepted and bank details given should i be waiting for a redress email or just a email to say when the money is going in?
Craig Benn says
Update: Enova turned off the instant answer machine and taking calls, let the games begin lol
Charles says
Morning Craig,
Keep us posted with how you get on please, I’m very tempted to start putting pressure on them until redress is in my account!
Charles
Craig Benn says
Well call handler was pretty nice and helpful actually, and think the issues we are having with QQ is the US legal Teams, and the Senior managers and accountants, who are solely interested in profit, and dont care about their customers. So the call handler says at mo, the complaint handlers are trying to get the responses to 36 hours as huge backlogs and the handlers are having their hands ties (pardon the pun) buy the money men and ladies who want to keep as much money and profit as they can, and its the normal person who is getting the abuse unfortunately
Sara (Debt Camel) says
It seems more likley to me that at this point everyone at Enova just wants to get these damned refunds paid to the people on the spreadsheet. It will be costing them more to sort out problems than they are likely to save by a few people not realising their amount is too low,
Craig Benn says
Dear all
Found the below and any issues with not getting your claims dealt with, email the CEO, i did for my PPI argument years ago and they settled within 48 hours as they dont want to be bombarded lol
Let the games begin
Enova International Limited
Mr Nick Drew Managing Director
Email ndrew@enova.com
Sara (Debt Camel) says
this works when one or two people do it. Not when loads do, they just get a secretary to pass them all straight on to the complaints department.
Lowlowlola says
I am One Of the spreadsheet gang and I too recieved my 3am redress email this morning .
It is more than was expecting as my outstanding balance is not deducted from the final settlement – am not sure if this is because it is now statue barred or they will send a separate demand for Payment
I’ll update once funds are received but am
Not holding my breath that they will be imminent, i am expecting a 28
Day wait
But it does seem to be coming to a close !
David says
I think people have to realise that if everyone spams enova with complaints about timescales for redress all it will do is push those timescales further back. It’s a difficult thing to say but people just need to have some patience and allow the company time to process through all of this.
Sara (Debt Camel) says
Have to say I agree with this. It isn’t a trivial thing for QQ to accept several thousand decisions. Some are straight forward – where no balance was owed on the last loan and the refund awarded is for complete loans, not “from the third rollover”, and there has not previously been a write off or partial refund. But each case has to be be individually considered so the adjudicator decision is enacted. It’s isn’t just a case of pushing a button for a refund calculation and then another one to pay the money.
Christine says
Is anyone else still waiting for their redress email …. my complaint was from December 2017 and still nothing
Sam says
Me, I have heard nothing for weeks now. Nice to hear that people are receiving emails and hopefully there money soon.
Mr T says
Hello, yes I’m still waiting. Mine also goes back to 2017 . Hoping to get an email in next day or so as next week is the 6 weeks up ( from 7th August letter).
Hope those of us still waiting receive info shortly.
Anthony says
Complaint made October 2017. Still waiting for redress email.
N says
Have you checked spam mailbox? That’s where I found my email. Seems like they are doing nightly batches at the moment so sure it isn’t too far away now!
Moons says
Hi, I e mailed The FOS yesterday and they advised that anyone not on the spreadsheet will be allocated to the Ombudsman starting with oldest first. So I guess that is something good.
Emily says
I’ve had my offer from them, but i dont understand how they have come up with their redress amount. Has anyone gone back and successfuly asked them for a breakdown of it?
I borrowed mainly with QQ, but have 1 loan and 1 top up outstanding from PTP (£1200, then £700). My outstanding balance is approx £1,750.
How I have calculated what should be remaining is:
Amount borrowed from PTP: £1,900
Less payments made to PTP: (£1,140)
Less interest paid to QQ: (£493)
Less 8% stat interest as calculated by business: (£197)
Plus witholding tax: £39.
Total amount outstanding £110.
They are stating i still owe them approx £300.
I know its not a large difference but I want to make sure it’s correct. Can you see any issues in my workings?
Sara (Debt Camel) says
Did the adjudicator say the first loan from PTP should be refunded or just the top up?
If the first loan is to be refunded, then I agree with your figures.
Emily says
Yes, the adjudictor said that all of the loans I received were to be refunded.
Thanks, I’ll stand my ground then!
Ruth says
My waiting time is over for 15 months with FOS against QQ. First Offer QQ only £600 !!!! and I refused. I took my case to FOS and wait and wait. FOS looked further back to 2011 and I won. This week QQ sent me the redress
Interest and Fees Eligible for Refund £4153.37
Plus 8% Statutory Interest £1875.22
Less 20% Withholding £375.05
Redress Amount £5653.54
Total Refund Amount £5653.54
Please go FOS it is worth it 😀😀😀for waiting
George says
Hi everyone,
I was really hoping today would be the day I get funds (10 days since accepting offer) but nothing as of yet. I too have fallen into the bank checking / email checking cycle of hell and am really struggling to relax until it is sorted. It’s all the worse when my account currently has less than a pound in it and I am waiting on seven grand 😟 so worried that they will not pay me and it will turn into some huge, drawn out battle (it’s over a year already).
I just wondered if anyone had been paid recently, and if so how long it was after the offer? I am not a ‘spreadsheeter’ as far as I am aware and launched my complaint in August ’18.
Thanks everyone, stay strong!
Richard says
Hi George,
Was in exactly same position and it took around 2 and half weeks from accepting and updating bank details up until I received refund in my account.
They are paying out so it will be a matter of days for you hopefully.
I called every couple of days to chase to make sure it’s not delayed any longer.
Hope you receive shortly.
George says
Thanks Richard, really appreciate the information. Can’t wait for the time I log into my bank account and the balance has been updated!
J says
Hi George – I had the same situation and the waiting drove me insane but it appeared on Day 16 evening – £19.1k just like that.
Keep the faith mate, it will happen for you and it will be worth the wait. All the best, J
Fiona says
After waiting over 2 years I’ve finally received from quick quid £8,000 it’s not everything but I’m happy to settle as it’s been so long just wanted to say thanks to Sarah the website & information has literally been a life saver but I’ll also be glad it’s over it’s been such a stressful situation that I’ll never get into again move forward & be happy everyone just persevere as even if it takes years the process does work
Sara (Debt Camel) says
Well done! Were you one of the people “on the spreadsheet”?
Fiona says
I’m not sure what the spreadsheet is?
Sara (Debt Camel) says
“The spreadsheet” is the list of people who had had adjudicator decisions rejected by QQ where QQ has now agreed with FOS that it will accept those decisions. If you were on this list you would have been told by FOS about this in early August.
Ale7824 says
I had my offer yesterday and replied with my bank details. Hopefully they will pay me straight away.
Phil says
I’m not the spreadsheet, but pleased that this is resolving for everyone involved.
Hopefully this will free up some resources for the other QQ cases to be looked at (complaint raised 18 months ago, and QQ rejected adjudicators decision in May).
Mrs L says
Hi, had a complaint Outstanding since october 2017 , still awaiting info on my redress after QQ agreed with adjudicator finally. they have been given 6 weeks to respond to me, I could really do with this money !
I have read some things about a spreadsheet, what is this? my 6 weeks ends on the 24th September.
N says
If you are on the spreadsheet you would have got a letter through the post from the FOS dated the 7th of August basically saying that Quickquid now agree with the adjudicators decision so it sounds like you may be. They send an email with the amount of redress that will be paid. Check your registered email address to see if they have sent you anything also check spam as that is where my email was. You could always call and ask if you don’t have anything yet and also check to see what the registered email address was. I think an awful lot of people have been updated in the last three days getting an email either at 11pm or 3am but are still awaiting the money in the bank.
Maria says
Hi Zoe
I emailed my adjudicator this morning and still nothing from QQ and received this reply…
‘We expect them to make payment within a couple of weeks, as they already know the amount to pay.
I will follow up with them today to request an update, and I’ll get back in contact with you once I hear back.’
My adjudicator has been excellent.
I’ll keep you posted
Meg says
I had an email from the ombudsman agreeing I should be refunded the interest + 8% and telling QQ they have 14 days to respond and agree with a figure. That was 13 days ago!
Anyone else have this ? Do they have to respond in the 14 days ?
Ash says
Hi Meg,
I had this too, they were supposed to respond by 26/08 but they asked for more info so the adjudicator gave them a weeks extension to the 04/09, I emailed on the 4th and now the adjudicator is on holiday until tomorrow lol! So fingers crossed I have an update then.
JD says
My case had until the 30th August to respond to the Adjudicators findings; I chased up today as I haven’t heard anything although I fully expect they have requested an extension. Fingers crossed it doesn’t need to go to the Ombudsman.
Rob says
Hi,
Quickquid was given two weeks twice by the adjudicator. In both situations they did not reply to the adjudicator’s findings so my case is going to Ombudsman for a final decision. Annoyed but nothing I can do about it. Apparently, it is no longer months of wait for decision but a few weeks according to the adjudicator. Good luck!
Craig Benn says
Guess the FOS want rid of QQ, so passing all to Ombudsman level, makes a mockery of the system they have for dealing with complaints and QQ been allowed for far to long to give customers, Adjudicator and ombudsman the run around. I personally think aint offer that Ombudsman makes thats not adherence to by QQ, i would just task bailiffs in, and watch them squirm, not good advertising and bad for further business, be funny if QQ had a CCJ against them lol
Mellymel says
This May be of interest to some of you;
My complaint went to the adjudicator last year who found 19 loans out of 24 in my favour. QQ made an offer on 5 loans and offered me 2.2k. I declined and pushed it through the Ombudsman.
I finally got a letter from the Ombudsman in early August saying they have told QQ to refund all 19 and that I would hear from them in 6wks.
I got an email Friday from them with a figure of 4.2k with no breakdown of any loans that it relates to.
I have just spoken with QQ and they said because we couldn’t come to an amicable agreement 4.2 is the offer and they only send you a breakdown when you return your bank details.
I have again spoken with the Ombudsman and said this figure does not sound right based on 19 loans and what to do. They are now going back to QQ for a full breakdown and will calculate again.
Alice says
I phoned qq this morning after receiving my offer (spreadsheet) on Saturday in the early hours and was advised it will take up to 28 days to receive payment. Does anyone know if it’s likely to be sooner?
Phil G says
I think that’s the standard response they’re telling everyone to be honest.
Got mine the same time as yourself so will be interesting to see if the first batch of spreadsheet people have been paid after a week or so…
Charles says
Hi Alice,
Same here, offer received on Sunday morning, bank details submitted there and then. Called QQ complaints team today and the response was “within 28 days”.
Charles
N says
Seems like they are stringing everything out for as long as they can. I guess the interest in their accounts is better than in ours. Would be pleasantly surprised if it were sooner however I would guess there will be a big batch around the 3rd or 4th of October.
Damian Blows says
Got my email at 22:34 on 5th September, replied with bank details within 30 minutes. Called them yesterday to check they had updated details and to check payment timescales, person on phone said he could not advise and to email my case handler at enova and they should respond within 3 days.
Sara says
I have been waiting for my 2 week deadline to be responded to (15th May).Was advised to email the FCA and Enova by Sara (debt camel) as my adjudicator was just telling me she was waiting for Quick Quid. I did and today have received this response-Thank you for contacting CashEuroNet UK LLC regarding your Quick Quid case. In response to the email you sent regarding the FOS awaiting a response from us, please see the following timeline:
Complaint received 10 Jan 2019
Our initial response sent 24 Jan 2019
Adjudicator responded 01 May 2019
Our response sent 06 May 2019
We have not received any further FOS correspondence. We, in fact, have been awaiting a FOS response since 06 May 2019.
We have emailed the FOS today to get the latest status of your case. We apologize for the delay and wish for you to have accurate details regarding your complaint.
Kind regards,
Keon
Enova International
So at a loss now as to whos not telling the truth. Enova or my adjudicator. I have emailed her to find out
Sara (Debt Camel) says
Well unhelpfully thay haven’t said what their response to FOS was back in May :(
Sara says
Thats exactly what I replied to them and asked for it of course. I also sent it to my adjudicator to see what she has to say
Sara says
Sara I cant believe it, after one email to the people you advised we have had an offer. Unbelievable…. Thanks for the advice
Sara (Debt Camel) says
great!
Craig Benn says
Karen Nielsen (QuickQuid)
Sep 9, 12:09 PM CDT
Dear Mr Benn,
Thank you for your correspondence. Our offer was presented to your adjudicator. Please contact the Ombudsman’s office. I apologise as I asked you for your bank details before we received the information from your adjudicator as to whether our offer was accepted or not.
If you have any additional queries, please do not hesitate to contact us.
Karen
QuickQuid Support Team
Craig Benn says
On phone to FOS, they say no offer was made lol only the rejection again of claim due to DMP, 6 + 3 lol left hand, right hand and no clue lol
Craig Benn says
Well allegedly a offer was made for all interest, fees and charges on loans 2-3, plus 3 extensions was made on the 24/07/19, but it was deleted by the Adjudicator lol what a joke. William the call handler says that he will task QQ to resend email with redress offer with new calculations due to delay
Meg says
Ombudsman sent me this in a table and said I should be allowed interest back + 8% !
Loan 1 – Amount £50 – repaid £62
Loan 2 – £125 – repaid £527
Loan 2b – Top up £75 – repaid £620
I just wondered if anyone else had something like this and how much I can estimate I’ll get back ? I can’t figure out if it’s just £620 repaid as it’s a top up or if it’s £527 + £620
Sara (Debt Camel) says
Was loan two rolled a lot of times before the top up? And also after the top up?
Meg says
Top up was 3 weeks later than the £125 then all paid back 4 months later. With extensions added
Lucy says
Just recieved this as i queried the timescales. Has anyone else had this?
Thank you for your patience. We are in receipt of your banking details and are working to get to your refund as quick as we can. I do believe my co-worker informed you that once your refund is processed you should receive it within 3 days. As you know, FOS informed you that there is an allowable 28 days for processing, currently we are at 7 days since you accepted the offer.
Again I appreciate your patience while we continue to handle your complaint timely. You will receive an email when your refund is processed, however at this time we are unable to provide you an exact date when you can expect the refund.
Kind regards,
Roshelle
Enova International
George says
So not only are they stringing people along for 28 days ‘processing’ but then it takes another three days to send the money? Wow.
Phil G says
Hi Lucy
Can i just ask if you are one of the ones on the fabled spreadsheet or just had an accepted offer?
Thanks
Lucy says
As far as im aware im not on the spreadsheet my complaint was done with a adjudicator who sent me a offer i accepted then gave me bank details.
Lindsay says
I think I am also a non “spreadsheeter” – I have just accepted an offer via the FOS and my adjudicator advised that it may take 4 weeks, which seems to be in line with the 28 days timeframe that they have mentioned here.
I think it might just be a waiting game…
Simeon says
Had the same when I queried it and they said payment cleared within 28 days of accepting the offer. Just said that they are paying out those who accepted at the end of August and making way through the list.
Lucy says
Hopefully wont be too long then i accepted the offer and sent my details on 2nd sep. X
Laura says
Reading various comments about QQ but as a fellow spreadsheeter, I’m confident we will receive funds by the 18th as stated. I’m wondering if the people who are quoting 28 days have accepted offers not associated with the spreadsheet and that being the case, 28 days for payout is also normal.
Anthony says
I am on the spreadsheet (got letter on the 7th August) and I have still not heard anything yet. Checked spam/junk folder. There is still time though, so trying not to worry.
Christine says
I also received my letter on August 7th and haven’t received any email yet … checked my spam / junk folder too, hopefully not too much longer
David says
Make sure you have your most up to date contact details logged with QuickQuid. They may be sending things to an old email address. It’s not their responsibility to make sure they have the correct info for you,
James says
I would advise anyone still waiting to hear with an offer to check their spam or junk folders. My offer has been sat in my junk folder for the last 3 days – and I had no idea!
Anthony says
Guessing mine is taking longer as it’s lots of loans and more complicated to work out the interest (took me ages to work it all out!).
Mrs L says
Hello
I have just checked my old old email address that I originally used to take out the loans with QQ, and the offer email was sat in there since Saturday at 3am.. so I urge people to check older email addresses if you haven’t already.
Now I have sent bank details, I am awaiting payment, anyone received a payment yet since providing bank deets?
Anthony says
I am worried this has happened to me, but I cannot access the old email address any longer. Did you provide them with your current email address?
N says
Anthony, when you call them you just need to quote the FOS (from the letter) or quickquid reference to discuss with them. They will happily change the details on the account and give you information if it is on their system.
Anthony says
Just called them and the gentleman said he will contact my case handler with my new email address. Just getting very anxious as I am off work at the moment with depression/anxiety and this wait is not helping!
Christine says
I called to check if they had sent my email to my old email address and she was able to check … said they haven’t sent me offer yet to any email address
Rubz says
Hi all
I’m 31 months into my complaint but still no sign of this coming to an end. I’m on the 7th August letters (spreadsheet) but still waiting for the settlement email. Congratulations to everyone who have received their settlements and hopefully their will be some good news for the rest of us hanging in there. I’m just receiving standard responses from Enova i.e we will get the information to you as soon as possible. Let’s see what happens between now and next week when their 6 week deadline is up.
Christine says
Your lucky your getting a reply … I’ve emailed 5 times over the last month and they have never replied to any of my emails
Hopefully not long … only a week left before they NEED to reply
Lee says
I received my email of CashEuroNet 0300am Saturday.
Today seems to be the first day that those emails have stopped as no comments on this forum.
Let’s hope the so called spreadsheet folk have all had their emails and now the payments can start.
Please all post on here if you receive payment or any other correspondence from QQ.
Good luck all and for the non spreadsheet ppl let’s hope the second spreadsheet starts soon🙌
H says
Hi,
I submitted my complaint myself to quickquid 6 weeks ago and still awaiting a final response,
Just received an email from somebody called ‘Charterhouse Claims’ requesting my customer reference number so that Quickquid can move forward with my complaint.
It states, ‘WITHOUT ONE OF THE ABOVE REFERENCES, QUICKQUICK WILL NOT BE ABLE TO LOCATE YOUR CLAIM AND WE WILL NOT BE ABLE TO ASSIST YOU IN CLAIMING A REFUND’
Is this a scam? or do i have to share my information with these people?
Any help will be appreciated
Thanks
Sara (Debt Camel) says
Charterhouse claims is a claims management company. Have you ever had a connection with them, eg for a PPI claim?
H says
Just done some digging, back in march I signed up to ‘paydayloansclaims.uk.com’ and put down that I wanted to claim against QuickQuid and lendingstream.
Later on that evening I realised that I could easily make my claim myself so sent them an email the next day stating that I no longer wanted them to pursue my claim and that I was withdrawing my application, I didn’t here anything back so I presumed that this was closed. Then today I received an email from charter house asking me for my quickquid customer number so that they could continue to investigate my complaint with QuickQuid.
It’s says, quickquid has advised us based on the information you have provided, they are unable to authenticate your identity and validity of your claim.
I submitted my complaint with QuickQuid 6 weeks ago and they havn’t said anything about a third-party already submitting a complaint as of yet. I just really hoping that this isn’t going to interfere with my current complaint that I have submitted myself with QuickQuid.
I replied to charterhouse explaining that I have already emailed to say that I’m not interested in there help and that I no longer wanted this claim being pursued.
Sara (Debt Camel) says
It may have been better to have told CC that you have no idea who they are and you have never given them any authority to make a claim on your behalf. But see what they come back with.
After 5 months you were certainly entitled to think that you had cancelled your contract with the previous claims company.
You could send QQ a request for a copy of all your personal information by emailing GDPR@quickquid.co.uk. See what comes back – that may show if anyone has submitted a claim on your behalf and when.
H says
Thank you for your reply,
Reading the email sent from Charterhouse, it looks like there complaint to QQ has been denied as they do not have all of my information, Account Number Ect. And it says that Quickquid are unable to authenticate my identity and validity of my claim.
And it also says that if i do not supply them with my account number then they will not be able to assist me in claiming a refund.
Im trying to think positive about it all, just hoping that this doesn’t interfere with my complaint as the 8 weeks has almost come to an end and if im honest im accepting any offer as have baby due next month and the cash is going to help.
I received this short email from QQ last week, I refer to previous communications and the purpose of this email is to assure you that the investigation of your complaint is still ongoing. I would like to thank you for your patience and confirm we will contact you as soon as possible, and at latest within eight weeks of the date we received your complaint.
I know this is just a generic reply just the fact that it has been sent to me is a positive i guess.
Regards
H
Katie says
Did anybody get a settlement email today? I got the 7th August letter but no email yet, starting to worry!
Anthony says
Don’t worry. I am in the same position along with others.
Contacted my case handler today to check they have the correct email address and got the impression there are still many to be processed.
Still over a week till the 6 weeks is up.
Lucy says
So i have just had a email from them after i replied to my last email asking for real timescales and i had a response that basically said that they have had a influx of claims.
They also said they are working hard to issue refunds in the FOS guidelines and the fact that they are constantly receiving emails from people asking about their refunds is actually pro longing the time as they are replying to them instead of issuing the refunds.
I think its a bit out of order of them to say that but there you go.
Im just going to leave them to it but if it takes longer than the 28 days i will making a huge complaint.
Hope this helps
N says
Yes it is frustrating isn’t it. They are paying back the money because they have done something wrong I honestly can’t understand why the process can take so long. Surely they have dedicated people working on this. Once you have the amount and the bank details it should be merely a formality and they will have functions in place to make that payment quickly. When we were all borrowing money from them and when people still are the payment is very quick. What’s the difference between that payment and ours.
Lucy says
Totally agree its just so annoying. Especially as its not the case for everyone in some of the earlier comments people were paid out in a week.
I just think if you have time to reply to my email to tell me you cant give me a date surely you can process my refund instead!
Im a mum of 2 little boys and some months its hard to make ends meet and this money would mean so much to me right now!
I just cant wait to recieve the money and be done with all this stress and worry!!!
Elizabeth Newton says
Well, I think when we were borrowing money some of us needed it immediately and I was given a loan within an hour of approved application, and I think that was the hook that had many coming back again and again.
It suits them to repay everyone anything but quickly, for only reasons they will know.
It wouldn’t surprise me if it saved them money to pay back slowly.
The name Quick Quid lived up to its name….then.
Craig Benn says
How has peoples offers compared from QQfrom your own calculations, spot on, miles off, disgraceful, or about fair?
N says
Mine was a little more than expected only about an additional £50