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
karen wilson says
Update accepted offer on 29/8 rang them told 10 working days which is up tomorrow just had an email tonight from them that they have received my bank details so fingers crossed been a long road with QQ started claim may 2018 rejected due to over 6 years nearly there be happy when money in account then just one left 247 moneybox . Glad im out of the payday trap but taken 10 yrs to do so never give up hope and thank god these companies are slowly busting so no more people get caught in this nightmare!!! I hope all that claiming get their redress and to have a fresh start without the worry xx
Pol says
Hi
We’re you on the spreadsheet (7th August letters)
Thanks
Meg says
Have anyone contacted cash euro net directly to chase up and how?
Katie says
I did this morning! I had a letter dated 7th August
I was told that not all settlements had gone out yet but the call handler kindly updated my bank details over the phone and sent me email confirmation it had been done
Eased my worries a little bit, so just sit tight :)
Char says
Hi,
I have just spoken to QuickQuid, who were a little rude on the phone.
After emailing my complaint using the standard template, I had a response from customer services advising that I had previously complained in 2018, and a final decision was made on 12/12/2018.
They advised that they had sent me a letter around that time, and a payment of £371.78 including interest should have been agreed and accepted by myself.
I have lived in my current home for over 4 years, and they say the letter was sent to my previous address, so now the offer is expired so tough luck basically.
I asked for a copy of the letter, which they would not send to my new address but only insisted I call Mckenzie Hall who is a debt collecting agency.
I have emailed them to again requesting all data on previous loans be sent to me, as I still haven’t received any of that information on the previous loans taken and interest paid, or I will raise my complaint to the Ombudsman.
Any advice on this please?
Sara (Debt Camel) says
“a payment of £371.78 including interest should have been agreed and accepted by myself.” so they can see that you didn’t respond to their letter. As you were being offered money, it doesn’t take a genius to work out you probably never received the letter…
I suggest you send them a Subject Access Request – email GDPR@quickquid.co.uk, give your name, current address, previous address when you were borrowing with them and a QQ reference number if you have one. Ask for a copy of all your personal information including all loan details, email and letter correspondence.
Also reply to the normal complaint email address and say that if they do not send you a copy of the letter they claim to have sent last year either to your new address or to your email address you will be sending the complaint to the Finacial Ombudsman next week.
Char says
Thanks Sara
I have emailed the GDPR email address and the original complaints email address, and will let you know what their response is.
Stephen says
Hi Sara
Wonder if you can advise me on what to do next.
I put a complaint in against QQ Aug 2018 based on loans totalling over 10k.
QQ rejected my claim so I passed it onto FOS. They took on my case in February 2019. I gave them all the bank statements I had and payslips and details of other payday loans I had at the time.
August 6th- Adjudicator found in my favour on loans 4-13. They gave QQ until Aug 20th to respond.
Aug 20th- still not heard back from FOS
Sept 3rd- emailed FOS who replied saying they hadn’t heard back from QQ to their findings and were chasing.
It’s now been 5 weeks since QQ had the findings from FOS. I don’t know whether to chase FOS again as to what’s happening? Can you advise best course of action. Seems I wasn’t on the spreadsheet.
Thanks
Stephen
Kyle says
Finally some good news!
I started the complaint in June 2018 .
It has been picked up by an adjucdicator 2019.
Quid Quid responded within the 14 days and offered £1800 to settle my claim.
I declined and told the adjucdicator to send it off to the Ombudsman.
I was told this could take another 3 months.
But 2 weeks after me declining they offer, the adjucdicator just emailed me saying that Quick Quid have been in touch and will refund the whole lot.
That is £3216. I’m so glad I declined they first offer.
This just shows that it’s not always as long as first thought.
Anyway, I emailed straight back telling the adjucdicator that I accept the offer. What happens now?
Will Quick Quid contact me next?
Di they do this by phone or email?
Thanks!
P.S. Thank you Sara for this site. Without it and your help I would not be able to get my money back.
George says
Congrats Kyle, pleased to hear this!
As for the next stage: Quickquid will ask for your bank details and then tell you you have to endure the wait of up to 28 days for funds to be processed. I am now on day 12 and haven’t been paid yet, reports on timescale from the group seem to vary but Quickquid technically have 28 days to repay and will not, despite your best efforts, give anyone a more specific timescale than that.
Hope that helps?
George says
Oh, and by email – I haven’t heard of anyone being contacted by phone by Quickquid – only the other way around.
Kyle says
Thanks for that! Well, I just called them, gave bank details and I asked them to send me a confirmation email that they have updated my bank details.
Lucy says
I was not on the spreadsheet my decision was made with a adjudicator and my bank details were given the same day.
Im now on day 9 and still no funds sent.
Lesley-Anne says
Thank you so much for posting this! I’m in a very similar situation. I refused an offer of £1500, by my calculations it should be around £3500. I’ve not heard anything back yet but very encouraging that you have. Fingers crossed I get something soon. Thank you again
Lucy says
I might be wrong but im guessing that people on the spreadsheet are waiting for figures and then to send their details on.
I have already done this they emailed to confirm they have all the details so just waiting for someone to press the button and send me the money.
Its horrible waiting il just be glad when its all over.
Carl says
Sorry if this has been asked already, this is in regards to the people who received the letter dated 7th August.
Has anyone actually received any funds yet?
Anthony says
I have not received the redress email yet.
Still a week to go though.
Laura says
Me neither
Gareth Spanswick says
I’ve had my email and provided bank details, does anyone have a number to ring so I can give a ring in a few days to chase it up?
Laura says
Chasing up won’t get you anywhere Gareth, youvd just got to ride it out I’m afraid.
Gareth says
Not really what I’m asking for, well aware it may not get me anywhere but would still like to speak with them atleast once a week so they can keep me updated. Not the kind of person to just sit back
N says
Gareth I have just called 0800 016 3114 in the past always got through without a wait the issue is that they will always say there hands are tied because it is a different department that deals with it and they don’t have phones. Bit of a kop out really. With all the people waiting for redress they should really be communicating a little better and quite honestly I still don’t trust them in the slightest so I wouldn’t blame you for calling them. If you find anything out let us all know!
Gareth Spanswick says
I’m with you on that bud and it’s the exact reason why I was be keeping onto them because they are untrustworthy. I will give them a ring in the morning.
N says
Ok cool. There were some people who were told the whole thing would be dealt within the six week period there were others who were told it would be up to 28 days from when we all got the emails last weekend a little bit of clarification would be handy at this stage I would say.
Gareth Spanswick says
All I was told by Fos at beginning of August was that casheuronet would be in contact with an offer after agreeing to its recommendations. They contacted me after 5 and half weeks asking for bank details so they can make payment as soon as possible. Was never given any time frame for the payment hence why I’m going to keep chasing 🤘🤘
Laura says
We’ve all been chasing but you won’t get a timescale….
Gareth Spanswick says
Not looking for a timescale..
Kyle says
I was told today by the adjucdicator that they will be in touch in the next 4 weeks about my bank details. So I called them and gave them my updated bank details.
Just call them.
LD says
I chased constantly asking for timescales and got told 28 days but hopefully quicker.
I was also told by a lady called rochelle from enova that the more people that are chasing them are taking up their time that should be used for processing refunds.
I have left it for now but if it takes over the 28 days i will be complaining.
N says
I don’t see why he shouldn’t chase. They owe him money and are dragging their heals to pay it. The people who are taking the calls aren’t the same people as will be making the payments so it isn’t holding anything up that is just a fob off. For a lot of us this process has taken in excess of two years for them to admit they have done something wrong and to agree to pay back what they owe and now they are saying it is going to take another month even though they know what to pay us. Ridiculous
LD says
Im not saying not to chase believe me i want my money too im down to my last £20 until payday and i have £2k sat waiting for someone to push a button i was just stating what i was told when i chased it.
Your patience is appreciated and will go a lot further regarding how our time is allocated for answering and settling complaints.
Kind regards,
Roshelle
Enova Internationa
Those were the exact word sent to me.
Sara (Debt Camel) says
“The people who are taking the calls aren’t the same people as will be making the payments so it isn’t holding anything up that is just a fob off.”
well… there will be people trying to get through on that line that have genuine problems. They think the amount is wrong, their debt is currently with a debt collector etc. And there are thousands more people whose complaints are at earlier stages that need to be looked at by the complaints team.
I know it’s annoying, but there is no evidence that making a nuisance of yourself does anything other than waste your energy and their time. As you say, they are not the ones actually paying the refunds.
Gareth Spanswick says
And this is why I have harassed and rung. Rung today and they have not updated my bank details even though I provided them beginning of week. Played holy hell with them and will be ringing again in morning to make sure they ain’t messing me around.
Clare says
they’ve got until next Wednesday to offer a resolution then 28 days to honour that if accepted so I’m just waiting , I got my letter dated 7th will wait until next week if not heard I’ll chase and see – would be nice to hear before hand but nothing in junk or otherwise so far !
Mr T says
Quick update for those with 7th Aug letter and still waiting. I have been checking emails every day but must have missed an email received 3am on Sunday 8th sept however it was not from the expected email address but from the following
mailto:support@email.quickquid.co.uk
Also my redress amount is way under what I have calculated ( by around 2.5k). I will check figures again but has anyone else found that the redress amount is much less than expected?
My refunds are on 10 loans dating back to between 2010 and 2012.
Interested to know if anyone else is surprised at anoint and do we go back to Ombudsman to question this?
Many thanks
Sara (Debt Camel) says
A couple of people have said theirs is wrong. Most people think theirs is fine and quite a few have said that that the 8% added is more than they expected.
You should reply to QQ and explain why the amount should be much more. And also tell your adjudicator.
L says
Does anyone know what sort of time people are receiving the refunds. I think the company is not in the uk and the responses i have had have been late at night?
From what i can see you either get your money late at night or very early in the morning?
As im half way through the 28 days now i just wanted to know so i know that if my money hasnt come in within these times i know its not going to be that day.
The wait for this is awful!!
Pol says
Hi L
Are you on the spreadsheet too? some earlier comments from people is that they have received the money within a wk, I’m on the spreadsheet and accepted Saturday.
P says
I was on the spreadsheet – got my email Friday night, accepted Saturday morning – rang CasheuroNet to update bank details and was told 28 days for payment – wouldn’t confirm if it COULD come earlier.
I imagine it will be on the 18th as per the letter we all received.
I have’t read any comments from anyone being paid yet.
Kassi says
P I’m on the spreadsheet and did not receive a letter about the 18th.
When was it sent ? What did it say?
Thanks
Pol says
There were comments near end of August that people had there offer and accepted and have received payment within a wk think those comments have been deleted to make space for new ones maybe. My hubby go his offer sat 3am accepted an sent back details sat morning fingers crossed not to much longer
L says
Im not on the spreadsheet my offer has been accepted and my bank details were confirmed 10 days ago.
P says
Hi – if you were on the spreadsheet you should have got a letter from FOS explaining that QQ have accepted their findings and will be in touch within 6 weeks to offer redress. 6 weeks from the 7th August is 18th Sept.
Maybe they have old address for you??
Mr and Mrs C says
Good Morning everyone, have heard back from FO this morning QQ have agreed with the findings and awarded us 9k for the loans 4-32, all of which are over the 6 years. Excellent news! We have naturally replied to say yes – any idea how much longer it will take ?
Thank you to Sara as without this site we would never have found out about getting a refund on payday loans, and to everyone for all their comments to help us through this journey.
Rob says
Great news!
Did Quick Quid reply on time to adjudicator’s findings?
I have been waiting over a month for their reply. Adjudicator gave them two weeks’ deadline twice and still nothing.
I also have over 6 years’ loans there.
Thanks,
Mr and Mrs C says
Hi Rob – they took a week longer than the 2 weeks given.
Rob says
Hey,
Thanks for reply.
When did you submit your complaint to FOS?
Mr and Mrs C says
We put the complaint to the FO in June 2018, it took over a year to get picked up by an adjudicator, he resolved the query within 5 weeks of emailing to say he had picked up the case. QQ have responded to his email to say “We are still in the belief that the affordability assessments and other proprietary checks CashEuroNet UK carried out were adequate for the types and amounts of credit provided to Mr C. We find that it’s injudicious to seek a resolution on behalf of a consumer when you haven’t provided any relevant details to substantiate that the lending was irresponsible but rather provide an opinion based assessment.
However, in order to amicably resolve Mr C’s complaint with no further delay to her we will adhere to your recommendation to uphold loans 4 and onwards”
So they don’t agree but are paying the full amount the FO asked for anyway?
George says
Well done! You will now be subject to “up to 28 days processing time”to receive payment. Possibly sooner but nothing more specific will be communicated. I am on day 13 now and have not yet received payment. Will keep the group updated once it is in my account.
Mr T says
Many thanks. I have discovered they have only included redress on loans 5 to 12 for me when ombudsman decision was loans 3 to 12. This I can see is the difference of 1.9k ( before 8% added on ) and date back to 2010.
I have sent back the calculation based on QQ spreadsheet of all my interest and charges on all the loans included in Fos decision. I may just have been unlucky but worth double checking if people find the figure is way out as it clearly states you are accepting their final offer at this stage.
Good luck everyone.
CDS says
Did you find this out from contacting them? I have received the total amount of redress without any explanation, and it’s around £900 less than I calculated. I have emailed them to ask for a breakdown and reiterated what adjudicator said and with my calculations but haven’t received a reply yet.
Elizabeth Newton says
Personally I think QQ are knowingly under paying or not complying with the Ombudsman’s final decision and giving no breakdown of how they came to their settlement figure mostly due to the pressure they are under.
They did all of this to me, the calculated two thousand pound less that I am due.
My case has been with them for 3 years and yesterday I have them a final warning that if my redress is not finalised to my satisfaction by tomorrow I am issuing them with court papers.
If the sum on those papers is not paid within 14 days I am then permitted to send in the bailiffs to their office.
I look forward to the courts being more decisive than the FOS.
The gloves are now off….
Mr T says
So in June 2018 I asked QQ for a spreadsheet Listing all loan details for my account as I could no longer get access to my account online ( they all dated back to 2010 to 2014) . I got this detail and sent it on to the FOS at the time as they were dealing with my complaint. I have been able to use this detail to work out exactly what I am due but originally the 1st adjudicator decided on refunding loans 5 to 12 but I questioned this and 2nd adjudicator amended decision to loans 3 to 12. Loans 2 and 3 were the most significant in terms of rollovers. If you have never been sent this detail but QQ they will still have this so you may want to request ASAP . It’s fairly easy to then total the interest you paid at the time plus any charges as they have columns showing what was paid by ( slightly trickier to work out the additional
8% ). I have not yet accepted their email on this basis but as 6 wks is up tomorrow I have requested the adjusted figure is updated and issued to me ASAP. Best of luck
Mr T says
I agree and think you are correct that QQ are not in all cases sending people the redress in line with fos. I can clearly see the figure they came to is disregarding earlier 2 loans that were included after a year of doing back and forth between several adjudicators. For me those 2 loans were £200 a month interest and I rolled over continually . I think fos have helped us immensely but I feel there should be more detail between QQ and fos in terms of breakdown of figures. I have made fos aware as I think they need to be aware and not just close cases off.
Elizabeth Newton says
In my case Quick Quid has obviously not complied with the Omubsman’s final decision, which is a legally binding document.
To me that is breaking the law.
The only thing that surprises me on this forum is that I am the only one who will be serving Quick Quid court papers on Tuesday.
I have given them ample time to make the correct redress and follow to the letter what the Ombudsman has clearly instructed. Tomorrow is the last day to settle my case to my satisfaction
I hope others follow suit as I think Quick Quid have gone unchallenged for far too long, the Financial Ombudsman has given them far too much rope and have let them continue unchecked in their flagrant business practices.
If don’t stand up for something so wrong, then you’ll stand for anything….I guess.
Sara (Debt Camel) says
Most people have actually been getting offers that seem right. And very few people are in your position where they have a final decision from the Ombudsman level – most people have adjudicator-level decisions which you cannot simply enforce through the courts.
Elizabeth Newton says
Off course I meant those in the exactly the same position as I am.
Thank-you Sara.
Dazza says
Hello all
My update is this received fos letter on 7th August confirming quick quid agree with findings and will pay out then
On Monday 9th September email from Casheuronet at 3am showing amount they are offering me.
I replied back to the same email saying I will accept offer.
I am still waiting for money to go in to my account if it is 28 days until I get paid that will be anytime up until 7th October
Will keep you posted.
Dazza
L says
The wait is driving me mad!!! Im on day 12 from them receiving my bank details.
I have not seen anyone paid out since the start of September.
I guessing now its friday its going to be next week at the earliest.
I was told by quickquid its 28days but should be alot sooner this doesnt look like its happening.
Clare says
Still no offer haha
For anyone saying it’s bad waiting for the payout
Try waiting for the offer still it’s even worse
Not long left though fingers crossed for everyone
Anthony says
Same here Clare. Trying to forget about it till next week. Hard though. I have emailed them multiple times to ask if my offer has been calculated yet, but no answer. Worried it has gone to an old email account I cannot access anymore.
L says
Have you updated your bank details with quickquid?
Anthony says
Yes. Got this email a while ago from my case handler:
Kirsten Argueta (Enova)
Sep 5, 6:27 AM CDT
Dear Anthony Hedge,
Thank you for confirming your contact and bank information. We have everything we need from you at this time, we only ask that you monitor your emails as we will send you the settlement breakdown to accept within the next 2 weeks.
If you have any additional queries, please don’t hesitate to ask.
Kind regards,
Kirsten
Enova International
Fergusson House, 124-128 City Rd, London, EC1V 2NJ
Phone for FOS related inquiries: +44 (0)20 3859 2760
Quick Quid and Pounds to Pocket are trading names of CashEuroNet UK, LLC. Head Office: 124-128 City Road, London EC1V 2JN. Correspondence Address: PO Box 74347, London EC1P 1YZ. CashEuroNetUK is authorised and regulated by the Financial Conduct Authority. Firm registration number 673738. Authorisation can be checked on the Financial Service Register http://www.fca.org.uk.
Clare says
I rang them and checked they had correct email and post address and updated bank details on phone
I just asked if anything had been sent and
He just said it’s with the correct department and I’ll hear from them so it’s just a waiting game
Christine says
Offers seem to have stopped being sent since Sunday last week so hopefully they are going to start them again tonight … fingers crossed and good luck to all still waiting for their offer like me!
Phil G says
Looking at back at comments, a lot of people saying 28 days etc to wait for payment but that looks like people that have had normal offers.
… has any of our spreadsheet lot actually been told a timescale at all?
D says
So angry!!!!! I awaiting payment my offer has been accepted and bank details have been confirmed im on day 13 out of 28 days now!
When i had loans with QQ my account was sold to a debt management company in 2010 and i then was offered a settlement figure for the account to be closed and paid off which i did.
When i got my first offer it was quite low but they said they were waiting for confirmation that the debt had been paid off which they got and offered me a offer i was happy with and accepted.
Then this morning i had a email saying i owed QQ £180 (the amount that was written off by the company McKenzie hall) at the time.
I called QQ and they told me this was a mistake.
I luckily have a letter saying the debt was finished in 2013 so thats ok.
Now im worried that they are going to deduct this £180 from my settlement figure?
Sara (Debt Camel) says
There is a difference if you paid the £180, in which case it is part of the interest you paid which should be refunded. Or if that amount was written off, in which case you won’t get it refunded to you because you didn’t actually pay it.
TIMMAY says
This is probably their systems issue. Because they’ve recoursed the debt, they would have repurchased it and therefore the system would presume its valid again. If you’ve paid the amount I’d contact them and get them to remove the outstanding balance.
Sam says
Hi all,
I have just spoken to them as I am at 6 weeks since accepting the offer. They have said that they are working through them, all offers were being reviewed by FOS and would be paid out but this is taking longer than expected. He has asked me to wait another 28 days and I will receive the money by then. I know it is really hard but I just think we have to patient, the money will come but better to have the right figure than for them to rush it.
I hope the update helps
George says
You have to be kidding me? That is completely unacceptable! Another 28 days? What the hell are they playing at?
George says
I really hope that this is different fore as I am not a spreadsheeter and have been fighting this all the way to the top ombudsman level since August 2018. I know some people have been fighting even longer. After over a year of this I think that suggesting I have been anything but patient is, quite frankly, a joke.
Zoe says
I’m not on the spreadsheet & received this update today from QQ:
Thank you for confirming your acceptance of our offer. It is our goal to process your redress as soon as possible, in the order by which it was received and within 28 days of the date we received your acceptance.
If you have any queries, please don’t hesitate to ask.
Kind regards,
Kirsten
Enova International
Zoe says
Hi Sam
I am right in saying you accepted the offer through FOS & that was more than 28 days ago? I don’t understand why they have asked for a further 28 days, what are they saying the delay is?
Sam says
It may be different for people who are on the spreadsheet, I was not so have been waiting for a while and now I understand why.
G says
How do you know if you are on the spreadsheet or not?
Phil says
Everyone on the big spreadsheet had a letter on 7th August from FOS
Sam says
Hi,
I accepted my offer through the Financial Ombudsman on Monday 29th August – QQ had sent it direct to them and I decided to accept that. I got an email from Cash Euronet on Friday 2nd August asking for my bank details. After a struggle over the last 6 weeks I managed to speak to a manager this morning who said it was being dealt with however there was a delay and it could be another 28 days. There is not much more we can do about it I think we just have to wait?
Ben says
Just had the FOS rule in my favour for all bar 2 of my QQ loans. All under 6 years old.
Casheuronet UK LLC has now responded to say whether it agrees with the recommendations we set out on 3 September 2019.
After reviewing our findings it agrees that further checks should have been completed on the loans 3 through 13
Please see the business response below:
“• Refund of interest and charges £2,480.61
• Interest at 8% simple £329.07
• 20% tax withholding on interest £65,71
• Amount to be paid to £2,743.87
As a guide for people:
Submitted complaint to QQ 16th Jan
QQ replied rejecting everything on 3rd March, escalated same day
FOS responded saying they’d got my complaint on 9th May
FOS let me know their thoughts on my case on 3rd Sept, i responded accepting their findings and they gave QQ 14 days to reply
QQ admitted wrongdoing and agreed to settle today, 13th Sept
Now the long wait for payment, no doubt :)
Ben says
Also, question for those more knowledge than i, is interest accrued monthly? or yearly? If they take 2 months to pay for example, could the returns be greater?
John M says
Hi Ben,
As soon as the offer is made and accepted that is it. No more interest will be accrued from now. Unless QQ take over a month and you can potentiially go back to FOS and query with them I’d suggest but no more interest at this stage as you have agreed the refund amount.
I hope that helps.
Kim Carter says
Hi all,
I made my complaint August 2018 QQ rejected November 2018, sent to FOS and on 14th August 2019 adjudicator ruled in my favour to refund loans 2-12, they gave QQ till 28th August to respond…no response received. FOS have them and extension till 16th September 2019 to respond. Today received offer agreeing to refund in line with adjudicator…worked out more than what I’ve had calculate so accepted the same. Rang QQ to check they have correct bank details and told upto 28 days but could be sooner.
Kim
Rob says
Hi guys,
Quick Quid was given twice two weeks to reply to adjudicator’s findings. They did not keep the deadlines. On Monday 09.09.2019 I sent e mail to one of the directors of Cash Euro Net and Karen. I gently complained about the length of time we have to wait for their response and today I received e mail from Enova with apologies and information that e mail with their decision has been sent to my adjudicator. They agreed with the adjudicator’s findings. It looks like the total refund is higher by nearly £1000 in comparison to my calculation which does make me happy. Now time to wait once the refund hits my account.
James says
Can you share the directors emails that you emailed?
Rob says
Hi James,
Sure. I sent my e mail to ndrew@enova.com and I cc it to foscomplaints@enova.com
Taylor says
Hoping us spreadsheet folk get our money at 3am in the morning… fingers crossed everyone!
Anthony says
Would be nice if I even got the redress email! Tired of waiting. Been 2 years.
Dl says
I hope you get your money im on day 13 now and still nothing.
I doubt they will pay over the weekend though but my fingers are crossed for us all.
L says
Any news DJ im a few days behind you?
G says
I wouldn’t hold your breath!!!!
Anthony says
After waiting two years I can assure you I am not getting not daft enough to get my hopes up. They will string it out as long as possible.
MMC says
Got my 07th August FOS email from Enova on 4th Sept and replied within a couple of hours with bank details. Email back on 10th September with confirmation they had received bank details. Sent off an update email this morning and got this response:
“Thank you for your response. We are writing to advise that we are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.
If you have additional inquiries regarding your refund, please reply back to this email.
Kind regards,
Doesn’t say when the 28 day wait kicks in so have queries this. If I get an update I’ll let you know.
Clare says
I’d guess we will get an email Wednesday and then have to wait 28 days
Emma says
Can anyone advise if QQ usually respond to adjudicator decision fairly quickly or do they leave it until the last minute? Adjudicator ruled in my favour and given until 27th to respond. Not there yet but a step closer. Any info appreciated.
Rob says
Hi,
I waited nearly six weeks for the answer from Quick Quid. Adjudicator gave them twice two weeks deadline which they missed. On Monday I sent e mail to one of the directors and a person in charge of refunds and I received today answer that Quick Quid agreed with the adjudicator findings. Good luck!
Anita says
Hi. I was in similar position in May when adjudicator upheld my complaint against QQ. Unfortunately they refused and since then I am in a queue for Ombudsman to review the case. When spoke to Ombudsman been told that it may take few month from now.
George says
I am not a spreadsheeter and have been informed that payment will still be received within the 28 day window (I am struggling to believe this though). Day 14 / 2899876875 probably 😭
Chris says
Feels like I’m the only spreadsheet person who hasn’t heard a peep from anyone since I got my letter on the 7th. Though Reading here seems I’m not alone. I’ve not heard anything from quickquid or enova by email or post. It’ll be 6 weeks on the 18th next week so fi gers crossed I’ll hear something by then. Anything would be a bonus. Even a hello 😁
Anthony says
You are not alone. I feel the same. I have not received communication yet either. I have been emailing all week just asking them to do a quick reply to let me know all is ok aand ease my anxiety. Too much to ask obviously.
Katie says
I’ve not heard anything either. When I contacted QuickQuid directly about it the only helpful thing they did was change my bank details. Other than that I got no further information. I know we should be patient but it’s been years so it’s no wonder we’re getting fed up
Christine says
I also haven’t received my redress email as yet …. I was hopeful they would start sending more emails over the weekend but reading the comments doesn’t appear anyone has received an email over night :(
Chris says
Finnally got my redress email which states a nice 4953 pounds 😊 with 1 day to go before the 6 week deadline.
Just a wait to see how long before I get the cash now
Robert says
So, I’m not one of the spreadsheet people, however my complaint about quick quid is at the ombudsman, and has been since January.
Basically, my adjudicator said that the FO was conducting an investigation into QQ’s continual refusal to agree with ombudsman decisions. Currently, I’m getting monthly emails from my adjudicator but they’re always the same “we will update you when we have new information”.
I was wondering if anyone else was in this same boat?
Sara (Debt Camel) says
Yes there are lots. The spreadsheet only contained a few thousand names, there must be several thousand more where QQ has rejected the adjudicator decision. I am hoping once this first batch have been sorted, they may be another batch!
Andrew says
I’m on the spreadsheet, looks like they are delaying again, just received this
Thank you for your response regarding your outstanding Financial Ombudsman Service case.
We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.
If you have additional inquiries regarding your refund, please reply back to this email.
Andrew says
My reply was as follows
Thank you for your email.I was unformed that my payment would be processed within 6 weeks from the 7th August, so will be expecting my money to be paid at the latest 18 th September which is Wednesday of next week. I believe you have done all your required work needed to process my payment as you have given me a final settlement figure which includes a breakdown of both capitol and interest you are required to repay me. I have gratefully excepted your offer which should conclude your required work needed on my case. Your only work commitment required on my case now is to simply instruct payment to my bank account. I believe your request for a further 28 days to do this is unacceptable. I am begining to believe your delays in payments are deliberate malicious and vendictive. If my money is not paid within the agreed time frame I will be expecting a readjustment of interest due to the delay. If this is not forthcoming I will raise a further complaint which I will if required escalate to the FOS. I believe you need to start treating people with common courtesy and respect.
Pol says
I also had this email after I had sent numerous emails through the wk and was getting ignored I don’t think it’s fair I get we are all in same situation and it’s been going on for far too long for everyone
Craig Benn says
Seems to be total ignoring of all emails, communication etc after providing bank details and no acknowledgement of when people will get their refunds
Wayne says
Within 28 days of you receiving the redress offer by email I would have thought.
I have 19 days to go!!
George says
Within 28 days of accepting the offer, not just receiving it (in case anyone didn’t see the email for a few days when they received it)
Wayne says
Yes of course after the person has accepted the offer. I should have been more clear.
Thanks George for pointing that out 👍
Polly says
I’ve recieved a response from a lady in Delaware, USA, on behalf of Pounds to Pocket rejecting my complaint outright. Response is full of inaccuracies, stating I took loan out pre 2014 – actual loan Nov 18, no evidence of reliance – 27 loans with other lenders in the previous year. I’ve now escalated to FOS but was wondering if FCA complaint would help. I’m pretty cross, response appears to be generic and it seems that lessons learned from previous FOS aren’t being taken on board. Redress would be less than £300 and it seem like a monumental waste of time and public money. Any advice?
Dave says
Quick update, I had my offer email last Friday at 11pm. I replied straight away to confirm my bank details and accept the refund.
I had heard nothing from them since… until this evening about 9pm when I got the following:
“Thank you for your response regarding your outstanding Financial Ombudsman Service case.
We are writing to advise that we have reviewed and verified your banking details, and are working to process your refund. Due to the volume of requests, your refund may take up to 28 days to be processed.
If you have additional inquiries regarding your refund, please reply back to this email.”
Worth noting the offer email was sent from support@email.quickquid.co.uk (landed in my spam folder) the reply email was from support@casheuronetuk.zendesk.com (landed in my inbox)
next update will hopefully be when the money lands… fingers crossed!
P.s it amazes me that a company that has the tech to … and i quote “Get cash sent within ten minutes of approval.” can take 28 days to process a refund! Puzzling :)
Elizabeth Newton says
As someone has already said it seems strange that a company who are able to pay you a payday loan within 2 hours are now asking 28 days to pay your redress.
My case has reached and breached the final stage, and my case received the final decision from the Onbudsman on 1st August 2019.
After Quick Quick twice came back with a £250 redress which is £2000 shy of what I am owed, I informed them that I am taking legal action this Tuesday, as they have not complied with the Ombudsman’s final legally binding decision.
The FOS has since informed them they have given them until tomorrow to give the correct calculation of how they came to that woeful figure.
QQ gave the wrong loan amounts I lent and the wrong dates, so how they could ever come to a correct figure beats me.
I urge everyone to check and double check what QQ have told you.
It makes me wonder how many people have just accepted QQ’s offers because they had grown tired of the fight.
If by tomorrow they have not come to the right calculation, I settle this through the legal system and they will decide.
I am confident I will win as I know they have broken the legally binding final letter from the Ombudsman himself.
Kim says
Hi, how do you claim the tax back from the 20% of the interest that they take off?
Thanks
Kim
Sara (Debt Camel) says
See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Clare says
Is there many of us still waiting for a reply ?
Feeling a bit Dow hearted that I didn’t get anything at 3am like most others
Anthony Hedge says
I have not received a redress email, funds or even a reply to one of my emails. Trying to be patient and understanding from now on. They must be snowed under with work. Not the staff’s fault.
Christine says
Me too … still waiting for the email … its frustrating but nothing we can do unfortunately, calling or emailing will only delay them further
Jeff says
Hi all,
Made a complaint about QQ in March. They made a offer on a few randomly selected loans…i rejected it instantly. Of to the FOS in April. Adjudicator was allocated to my case in August…they made contact last week and have upheld pretty much all of my loans.
Now it’s the two week wait for a response…i know it’s daft too even think this but is it worth getting my hopes up regarding QQ agreeing with the adjudicator? Seems that currently thats kinda whats happening…or is that only with regards to the “spreadsheet” folk!?
Anyone else awaiting QQ to respond to an adjudicator?
Stephen says
I’ve been waiting five weeks since the deadline passed for QQ to reply to my adjudicators findings and still not had anything from QQ or FOS. Chased FOS twice and they just reply saying they haven’t heard back from QQ and they are chasing them
Kind of losing hope as FOS don’t seem to be pushing QQ hard enough for a response
Jeff says
Looking at a previous post it might be worthwhile you dropping and email to the below….
“Rob says
September 13, 2019 at 5:06 pm
Hi guys,
Quick Quid was given twice two weeks to reply to adjudicator’s findings. They did not keep the deadlines. On Monday 09.09.2019 I sent e mail to one of the directors of Cash Euro Net and Karen. I gently complained about the length of time we have to wait for their response and today I received e mail from Enova with apologies and information that e mail with their decision has been sent to my adjudicator. They agreed with the adjudicator’s findings. It looks like the total refund is higher by nearly £1000 in comparison to my calculation which does make me happy. Now time to wait once the refund hits my account.
Reply
James says
September 13, 2019 at 7:34 pm
Can you share the directors emails that you emailed?
Reply
Rob says
September 14, 2019 at 5:24 am
Hi James,
Sure. I sent my e mail to ndrew@enova.com and I cc it to foscomplaints@enova.com“
Stephen says
Hi Jeff
Thanks for this- Maybe it’s worth a try. Can’t understand why FOS hasn’t got an answer out of them 5 weeks past the deadline! Madness
Jeff says
Looking at it objectively i’d say it’s the volume of complaints involved…plus the passive aggressive and ‘well…they were dumb enough to borrow from us’ attitude QQ and Enova are displaying.
stephen says
They were incredibly rude when they responded to, and rejected my initial complaint last August. Thats partly why I felt compelled to complain to the FOS about their response. I’m anxious to contact them directly now for fear of the same treatment but the FOS seem to have stalled with them despite finding in my favour so maybe I should try QQ directly as Rob did and see what I get from that?
Kim says
Hi it took 4 weeks for them to respond to adjudicators decision on mine and they agreed with their decision. They had originally rejected any refund.
Thanks
Kim
Jeff says
Hi Kim,
Mind if i ask when your adjudicator informed QQ of their decision? Is it a recent case or ooooold?
Kim says
Hi,
Adjudicator ruled in my favour on 14th August 2019 giving quickquid till 28th August 2019 no response was received, adjudicator then gave Qq an extension till 16th September 2019 and I received the response on 13th September 2019 agreeing to refund. Unsure how long it will be for payment hopefully sooner rather than later!
Thansk
Kim says
I originally made my complaint in August 2018 but was only picked up by adjudicator August 2019
Ash says
Hi there,
I was allocated an adjudicator in August who agreed with me and said qq should refund loans 8-24. They gave them 2 weeks to respond which would have been 26 August, qq responded asking for further details and the adjudicator gave them a weeks extension to the 4 September, I emailed a follow up on 4 September and my adjudicator was on holiday until the 10 September but when he returned qq still hadn’t responded and my adjudicator said he would chase but I haven’t heard anything. Why do qq give everyone the runaround? Is it worth me contacting qq directly asking them to respond to the adjudicator?
N says
I can see a Wonga situation happening here. I wonder if they actually have any intention of paying out the redresses that they have calculated or if they are just biding time. If they are as swamped as they say they are they will be having a lot of money going out and not much coming in. It seems odd to me that nobody is currently reporting actually getting any money out of them and they are being so non committal on the actual date of the payments when it appears on forums that they aren’t actually paying anyone.
D says
Dont say that! I hope not im on day 14 now. They were paying out quite quickly at the start of September.
The last person i saw who was paid out said they waited 2 and a half weeks so fingers crossed we will start getting paid this week!
George says
Yes, I have been thinking this for a while now sadly and really hope to still see a payout. I am on day 17 / 28 since accepting the offer and haven’t seen a payout yet still. Anyone else around here actually had a payout?
D says
At the start of the thread george people were receiving refunds as of 8th sept i think.
I have seen a few people who said 2 and a half weeks in they were paid. So fingers crossed.
Elizabeth Newton says
I think you are 100% right.
Because on the 7th I put in a dispute because they said they already put £250 into my account, this figure was much lower than I am owed.
Then the FOS got in touch with them to come up with a calculation how they came to that figure, I got an email from QQ stating again the wrong figures, and at the end of the letter it said if these calculations meet with your approval we will deposit the redress in your account.
Which means they hadn’t put that 250 in at all as they stated on the 7th.
I think everyone should be extremely concerned as I don’t think this money will be paid.
Tomorrow if my redress is not through I serve them with court papers this week , and if QQ fail to pay what is on those papers in 14 days, I send in the Bailiffs.
QQ will be given no free hand as they have been allowed with the FOS.
So for me I am going to be getting something one way or another.
I wish everyone here good luck.
John M says
I think we should all just calm down a little bit. Those of us who have had their emails, we know it will take up to 28 days so it isn’t going to come just yet so we just need to be patient. Enova are a wealthy company and so don’t need to panic at this time or send others in to a spin either.
For those who are still waiting for an email I hope you get it before the cut off of Wednesday. If not you have every right to chase and find out what is going on
N says
My problem is that I know how easy it would be to process these payments if they had the money to pay it out. If they were organised and wanted to pay it would save them a lot of hassle, phone calls, emails from people waiting for 28 days to receive a payment. Do you not thing that is a bit odd? Personally I think they have no intention of paying and are merely buying time to plan for what is to come. Hope I am wrong though.
Andrew says
I don’t agree with have given them 6 weeks to make some simple calulations, which would have been done by inputting some figures u to a spreadsheet then putting these figures into an email without any breakdown or explanation in how they arrived at these figures. They now expect me to wait a further 4 weeks because they are so busy that no one has time to make a simple fund transfer which would take all of 5 minutes,again this will be done by computer not by an overworked employee with a quill and an abacus. They are doing it simply because they can, they want to stick 2 fingers upto the FOS at every possible opportunity, often pushing them to find their limit and also hoping that all us 7000 people on the spreadsheet are going to phone up the FOS on Wednesday and slow down their ability to function. I think they are being guided by solicitors trying to get them out of the big hole they are in looking for as much time as possible to come up with get out for them. Don’t give these people an inch because they will quite easily turn it into a mile.
Thomas says
I’m one on these famous/ infamous spreadsheeters and still not heard anything from them. I did update qq with my new email address and confirmed they had the correct bank details but heard nothing else. I do believe that they will pay back and am still hopefulI of this. I don’t think it’s good for people to make presumptions due to the lack of communication from them. They will be busy people and will make all right, sadly we just have to wait.
Phil says
I am starting to have a bad feeling about this QQ seem to be giving the FOS the runaround & are delaying everything.
I’ve had 2 adjudicators decisions in my favour, QQ were supposed to respond by 28th August, they didn’t so now they’ve had nearly 5 weeks & still nothing.
I was at the same stage with payday express and payday uk and look what happened there.
My QQ complaint is worth significantly more and i’m now worried they are deliberately stalling while they decide on a way to weasel out of dealing with our complaints.
I hope i’m wrong
George says
Really hope you are wrong Phil but at the end of the day we are dealing with “legal loan sharks” the idea that the organisation has any ethics is quite incredulous.
Andrew says
We are dealing with American legal loan sharks who look at sub- prime customers at both stupid and insignificant.
G says
Surely the FOS should be intervening and putting pressure on QQ to pay up, especially those been waiting a while.
I received an offer last Saturday morning 3am, replied with bank details and heard nothing else
Andrew says
The reason you have heard nothing is because they want to turn your 28 day wait into a 42 day wait because now you have agreed to your settlement figure it costs them nothing to do so. I know they are probably not to bothered about it but your only redress is to try and trash their trust pilot score.
George says
“At Enova, we’re confident that we’re heading in the right direction because we follow our values. They’re our compass, our beacon, our GPS. If any decision, big or small, doesn’t fit our values, we keep looking until we make the decision that does.”
That is their website… anyone else smell male cow feaces?
D says
I do think that everyone is jumping to conclusions.
I want my money as much as everyone believe me but no one has passed the 28 day mark on here after having their bank details accepted.
I think we should all calm down until that day comes because all we are doing is speculating and they are still within the time limit.
I would say that i was told its a done in order of timescale.
Craig Benn says
Well just spoke with call handler in the UK, hard to know if lying or they just don’t have any information at all, but all claims, refunds, FOS decisions are held in the US and the call handlers don’t have access to claim information, only the account information, like address, DOB etc and so have to email the case handler herself, expressed concern that no one replies or responds, but all they say is they will email and ask to chase up refund. Not holding my breath
Amy says
Hi, I was wondering if people might be able to share their thoughts on my complaint with QuickQuid.
Finally got the adjudicator decision a couple of weeks ago which recommended they repay on loans 2c – 25 (the 25 loans (most with additional borrowing on top) were made between Aug 11 & Apr 14 on a pretty much continuous basis, approximately £16800 borrowed total and £4200 interest paid back on top). They have rejected this but instead made an offer to refund loans 8 – 17 which is £1345.87 + £696.96 interest = £1903.44.
I’m unsure of reasons and if honest not as concerned about 2c – 8 as I am 18 onwards which apparently they say is one flex loan, and a further interest of £2400.
I’m aware can ask Ombudsman to look however they said this could be up to six months + and must say I do have some anxieties about a further wait given my 2 other biggest claims have now collapsed with administration.
If it’s worth it one part really wants to pursue and get the best outcome re redress (mostly to try and help with the ongoing fall out from my lending around this time) although on other hand I do struggle with anxiety and wonder at times if it’s not just best to put the whole situation to bed.
Many thanks in advance, Amy.
N says
I just spoke to them to ask about the timescales. She said 28 days from when confirmation was received back from me. I asked why and she said that is what they are mandated to do. I asked is that definite she said that is all they have been told and they don’t know any more. She also said you have been waiting for so long another few weeks is fine. Didn’t really reassure me or give me any indication that they would pay up after 28 days but it does prove to me they are taking as long as possible to make any sort of payment. Seems like they don’t realise they have even done anything wrong in my opinion and all of this is just an inconvenience for them that they are going to stretch out as long as possible. I am happy to wait a further few weeks if they were genuinely communicating and seemed sincere but the lack of anything from them is very frustrating.
Taylor says
I’m going to send my complaint back to the FOS on the 19th if I haven’t received my redress on the 18th. As far as I’m concerned they had 6 weeks to settle from the 7th of August and if they fail then I don’t know what else to do. They never explained anything about 28 days turnaround in their settlement email whatsoever and neither did FOS explain this. They are such a horrific company and they’ve put us all through hell.
Sam says
Just to let you know that FOS will come back saying they have 4 – 8 weeks to deal with this. I would possibly wait until the 8 week mark as they don’t really seem willing to do anything until the 8 weeks is up.
Jacob says
Hi all,
Has anybody had a complaint picked up by an ombudsman recently? As in the business has rejected the adjudicators findings so it was then passed to an ombudsman to make a final decision. If so how long did you have to wait for an ombudsman to pick up your case after you were notified it was being passed to an ombudsman? I’m interested to know how quickly they are being picked up at the moment. Thanks
Sara (Debt Camel) says
Who is the lender?
Jacob says
Hi Sara, it is QQ. I know there is loads going on at the moment between the FOS and QQ with the ‘spreadsheet’ and there is always the hope there could be further speardsheets too. I don’t know if the FOS have decided not to progress any QQ cases awaiting an ombusdman because of this or not. I’m just feeling a little disillusioned as I’m entering the third year for this complaint. Was just trying to get some sort of indication what the wait is for ombudsman picking up cases.
Andy says
Three years !!! They should of picked that up by now , I’d deffo chase it up
SI lad says
Is that a typing error.??? 3 years.
OMG…😲😲
You need to chase that one up pal.
Someone who regrets leaving this comment says
Think I have found my case handler on Facebook! have sent her a message asking if I should be worried that I have not heard anything yet. I am a ‘spreadsheeter’ who got a letter on the 7th August. Do not mind the delay. Just need to know all is OK as I am getting very anxious.
P says
Thats not normal
Sara (Debt Camel) says
That is not a good idea and not fair. Please go through proper channels only.
Alice says
That’s a dreadful thing to do. Leave them alone if they’re not at work
George says
Yes, not cool dude. That is just harassment.
Apologies says
I agree. Have deleted message. I am not well at the moment and letting anxiety get the better of me. Apologies.
Sam says
I think we all need to relax a bit, I am sure we will get our money when they have dealt with everyone. This is a mammoth task for them. All of this speculation and contact is just delaying the process. When the time is up contact them but I think we are just making the process more delayed.
Contacting someone on facebook is not right either – how would you feel if you were contacted by someone you did not know asking for an update on a work matter
Andrew says
I can not understand why you are cutting them so much slack. You should remember why most of us are here https://www.express.co.uk/news/uk/145904/Outrage-at-2-000-loans
This company has robbed people for years has made vast profits of hundreds of millions of pounds. Do you think if you owed them money they would except if you said I have the money but it could take 10 weeks to pay you as im very busy at the momment. I think the people at the top of this company should be in jail.
John M says
I am not giving them slack but they have said they will pay. I believe they will pay and me emailing them or calling them every single day is not going to speed up the process. They have 6 weeks to reply to us and then 28 days to pay us. It’s in the rules. They are using the rules to their full advantage and I agree it is not particularly fair but they are the rules. To be honest, if I was to pay out the amount of money they have agreed to I would drag it out for as long as I could as well.
It’s not fair but people use the systems in place to their advantage in all walks of life so I didn’t imagine that QQ / Enova would be any different which is why I am realistic enough to know I won’t get my money until the last possible moment and anything earlier than that is a bonus.
I hope that explains my position, I can’t speak for anyone else.
Andrew says
Their are no rules as this mass spreadsheet refund is a first.I was informed by FOS that QQ Would refund my money within 6 weeks.I rang QQ who also informed me that I would be refunded within 6 weeks. QQ are now on a power trip trying to change the rules to be vindictive ias I would say bad losers. I understand why you would drag your heels if you had to refund the money but QQ are in a much better position then you to do so, if you look at their company profile and profits then you would understand this is a drop in the ocean to them. I also think people have the right to try and chase their money how ever they see fit.including ringing who they want emailing who they want as many times as they want. Many people on the spreadsheet list would have lost out with wonga money shop and all the other PDL that through the towel in. Some only days away from receiving their refunds only to be told they will only be receiving a small fraction of what they were owed. QQ have not been playing the system they have been openly abusing it for years, you can’t play by the rules when it suits you. I hope you get your money but I can guarantee QQ have team of people working tirelessly trying to find a reason or clause to stop them having to pay you and everyone else that is right fully owed compensation.
Phil G says
Appreciate you’re getting anxious however you really shouldn’t be doing that mate, that’s massively over-stepping the mark…. what are you expecting your case worker to reply back!? :|.
As much as I don’t like them and I also would like to be receive what’s owed asap – QQ are still within the 6 week timescale to contact any “spreadsheeter”, for those who have received emails, we’re still well within the 28 days timescales that they’ve quoted – most people well within 10 of 28 days?
And their parent company are in a much much healthier position than anyone like Wonga or WageDay Advance…
Chris says
Forums like this can help every one to put things into perspective. Many people are on the spreadsheet and still waiting yet there are many not on the spreadsheet and will, no doubt, have a longer wait. I look through the comments for the good news stories – and there are many – because they tell me that I have a chance of a decent payout at some point.
Dan says
I seem to have had a slightly different chain of events to everyone here.
30th August was advised that they have rejected adjudicators decision and will be passing the case to an Ombudsman
9 September they changed their mind and said they will pay it, I got a breakdown straight from the Adjudicator at the FOS, she told me to accept it because it’s in line with what they asked for. I thought it was weird for them to go from straight rejection to paying me everything the FOS have asked for.
In the email I got (Came from foscomplaints@enovahelp.zendesk.com) they asked for bank details and specifically said the redress will be paid within 28 days of me accepting their offer. Nothing else so far after sending these off.
Was this a knock on effect of the ‘spreadsheeters’ from the month before? Anyone else had a similar experience?
Ld says
Mine is the same i accepted my adjudicator decision on the 2nd and gave my details straight away.
I then recieved a email last Monday saying i was on day 7 and they have up to 28 days to respond.
They are in America and looks like they are 8 hours behind us so most likely emails will be received late in the evening/early hours of the morning
Katie says
Hi all, a little update. I am on the spreadsheet and did not get a redress email. I have just had an email from my case handler at the FOS. Quickquid sent my redress email to them rather than my own personal email address. I urge anyone who has not received the redress email to contact either quickquid or their FOS case handler asap to see if it’s gone to them instead. Happy to at last receive my redress offer!!
Anthony says
Thank you for that advice. Telephoned FOS and unfortunately they have not heard anything. Sigh…I was getting my hopes up then!
Anthony says
I sincerely apologise if I upset anyone. I am not a well person at the moment after attempting to end my life two months ago. I am now getting the help I need, but the anxiety over getting this refund and my future is getting to me a little. It is a large amount and will make a huge difference to my life. Plus it will make me feel a lot better that justice has been served. The reason I am getting this refund is that companies like Quickquid took advantage of me when I was not well and I used the money to gamble with. These debts effect my life to this day. I think I have a right to feel a lot of anger towards them for this and I am very passionate about getting this refund. I do realise that the way I went about it was wrong, but as I said, I am not in a good place at the moment. I have apologised to the lady at Enova.
N says
You won’t have actually upset anyone here I think people were more just surprised by your course of action. No harm done and well done for apologising to Enova lady that was a good course of action to take. I completely understand your anger towards them. Good luck in getting your refund in a timely manner!
Anthony says
Thank you for that. Just not in a good place at the moment. The letter on the 7th August did give me a bit of hope for the future and I stupidly got my hopes up a bit too much.
Jeff says
Stay strong broseph.
Best course of action tho is a form of not counting your chickens…dont depend on it just carry on with getting well and when they eventually pull their finger out you might be on for a nice chunk of change…i’m trying to blank the whole process out and not waste any more time thinking or deaing with QQ…but i am here reading up on it…it’s tough to let go of it but most of the stress is being caused by myself.
Constantly checking emails, thinking “should i call them?”…it’s not gonna make them move any quicker…i’m trying to force myself into only checking my inbox once a day…it’s irriatingly difficult.
Anthony says
Thank you for that. I will try to forget about it. I think it does help a little knowing I am not the only one. Just really upset I have not heard a thing when it seems the majority have. I would just like to at least get the redress email. Been two years and want an end to it now.
Laura says
Hi Anthony,
I got into debt the same way as you. I believe gambling companies should do credit checks and payday companies would then see that there could potentially be a problem. Getting a £500 loan from QQ and then spinning it away in five minutes and then the guilt after is terrible. Fingers crossed we will get our refunds soon and can move on learning a huge lesson. I wish you all the best and stay strong :-)
Anthony says
Thank you so much. Really helps hearing I am not the only one. This has been a painful process for me and I still feel so ashamed of myself. As I said though, I was not well and vulnerable. Just want a bit of justice for once.
Clare says
Why don’t we all just wait until Wednesday and see if they’ve emailed, or even the 28 days.
Continually contacting them takes time away from people like myself who have yet to get response.
Anthony says
I agree. I think I may unsubscribe from this forum. Feel it is increasing my anxiety rather than easing it.
I will only post again on here if it is good news.
Meg says
My complaint went to the ombudsman who agreed QQ should refund and gave them 14 days to give an offer which was up last Wednesday. I rang QQ today and complained directly to them and they told me I will receive my offer today. So now I’m refreshing my emails every 5 mins lol. Let’s see if they are telling the truth
Ash says
Hi meg, I’m at this stage too! Qq haven’t responded and they were supposed to respond by 4th September. Who did you ask to speak with at qq please, I’m going to call them too?
Meg says
They did give me an offer 30 minutes later too but it was half what I expected so I declined. I just rang quick quid 0800 number and they transferred me to finalising team
Anthony says
I have just found an email address for the top complaints person at Enova:
cmurray2@enova.com (Christine Murray)
Might be worth a go.
Craig Benn says
Ive emailed and wait and see