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
simon says
Hi All,
Got my letter from the Ombudsman on Friday up holding my complaint as per the adjudicators assessment, loans 4-7 of 7 to be refunded etc, took around a month from going in to the ombudsman queue to getting a decision. Sent may acceptance off today just got the long wait for them to pay.
Simon
Phil says
Surely the FOS need to put pressure on QQ to start taking these complaints seriously. It’s becoming a farce.
I’m still waiting on a response from them on my adjudicators decision, they’ve already had 6 weeks but nothing yet.
I was hoping the settlement of some of the spreadsheet claims would have had an effect but reading other people’s comments i’m getting more pessimistic each day
Sara (Debt Camel) says
No you shouldn’t get more pessimistic, read Simon’s comment just above. From when it went to the ombudsman queue, it only took a month to get a final decision.
Myles says
The FOS are trying their best to get it sorted as far as I can see. I still don’t understand how they work through cases as mine has been in the queue for months and others for over a year but there must be some reason behind that. Reading these comments is the only thing that makes me positive that something is happening though. Everyone just needs to be patient and it’ll get sorted in the end.
Jacob says
Hi Sara
It’s great that Simon only had to wait a month for the ombudsman to pick the case up and make a final decision but how come there have been cases in the queue for an ombudsman much longer than this? I would understand if it was a case that the oldest cases get picked up first and let’s say for example simons original complaint was sent to the FOS 2.5 years ago but I’m not sure it is. So frustrating
Sara (Debt Camel) says
No idea!
simon says
Hi Jacob,
My complaint was originally sent the ombudsman on 03/02/2017 so have been waiting a long time, it took until August this year before the adjudicator ruled and they rejected it, I think because mine had been hanging around for so long it didnt take long at the ombudsman level, When I chased them up they told me it is worked in date order of the complaint from when it was first sent to them once its in the ombudsman queue so I should be waiting to long.
Hope that helps.
Simon
Craig Wallace says
Just received the email below…. I am on the spreadsheet and have only had one offer from Enova after receiving letter from FOS on 7th August
“Thank you for your response regarding your outstanding Financial Ombudsman Service case.
Further to your previous correspondence, please be advised that we sent you our proposed settlement offer on 9 September 2019. You then advised that you had accepted this offer in an email dated 9 September 2019. Therefore, you will receive your refund within the 28 days from the date of your acceptance of this offer on 9 September 2019.
We understand that you would like your settlement to be processed as soon as possible as you have been waiting quite some time, it is not our intention to delay this matter any longer than necessary. We can assure you that we are working to get this processed to you.”
I make that 2 weeks to go!!!
Darren says
Received this today 23/09/19
Lawrence Wade (CashEuroNet)
Sep 23, 7:15 AM CDT
Dear Darren,
Thank you so much for your email. Please know we are working diligently on processing all offers. Your settlement offer will be processed as a priority and in order.
Please know multiple emails could delay the process.
The great news is you are ahead as we have received your updated banking details which would definitely help make the process much faster. We have 28 days from your day of acceptance, as long as the banking details are correct.
Kind regards,
Laura says
I got exactly the same Darren though they didn’t actually answer my original question!
Ruth says
Mine is same. Fed up with waiting but still have hope 😬
Mack says
Hello,
I had a weird response today saying I will get part of my refund within 24 hours. The rest will be paid by a different method and could take another 21 working days? Not sure why. But hey ho.
Ruth says
😊😊how long have you been waiting? Since accepted the offer?
Sarah says
I’m on day 20…
Mack says
I got my offer on the 7th September and sent bank details on the 8th.
Mack says
Still no sign though 😴
Mack says
Received payment last night and rest due in 7-21 days.
Chele says
I have been waiting 5 weeks and still not had my refund, it’s gone back to the ombudsman the deadline is the 24/9/19 – I accepted the offer in the 19/8/19 – continually get told different information every time you ring!
N says
How frustrating. We have already seen people who got there redress after getting offers on the 7th of September. If they are doing it in order like they keep telling people then why are you not done yet? Why are they stringing out the whole process so long? The worry is that they don’t have the money to make all of the redress payments. Certainly the one with the part refund above seems odd as well!
Wayne says
Can we take them to small claims court if they don’t pay out after the 28 days?
Sara (Debt Camel) says
If you have a Final Decision from an ombudsman this is enforceable through the County Court and then bailiffs using a specific procedure, see https://debtcamel.co.uk/enforce-financial-ombudsman-decision/.
But must people here, including all “the spreadsheeters”, have an adjudicator decision so that doesn’t apply.
In this case you could go to the small claims court but that would mean that you have to try the case from scratch. You could use the adjudicator decision as a piece of evidence, but you would still have to argue the case for why QQ owed you money and if they decided to defend the case you would be looking at months before it is heard. Anyone wanting to go down this route needs professional advice as this may not be a simple court case to win – there is a very good reason why debt advisers tell people to go to FOS not to court!
Ross says
acceppted my offer on 9th September. Wondered when it will be paid, so I messaged back and got this reply!
Thank you for correspondence. I apologise as I am not able to give you a specific date when you will receive your refund. Your refund will be processed within 28 days of verification of your bank account and acceptance of the last offer you received.
If you have any additional queries, please do not hesitate to contact us.
Do the second offer i received will be the 28days from then and the 28 days are working days too.
So 20th September they verified my account details so I make it 30th October for them to payout sadly. Just want this nightmare to be over
N says
In any correspondance I have had nobody has mentioned 28 working days. The email you have recieved doesn’t say it either.
JayR says
I have been advised that a batch will be paid first week October, when QQ have received funds from many of their customers’ payday loans.
N says
Who advised you of that? Bit worrying if that is what is happening and they don’t have the funds to cover the payments already allocated.
JayR says
It was a person at their FOS complaints team who advised me of this. Having worked in payables myself, this makes complete business sense and they appear to be managing their cash flow. They are arranging to make large payments out at a time when they expect a large number of receipts to be received.
Cate says
I am on day 21 of them acknowledging my FOS complaint and acceptance of offer, I have had one e-mail confirming a change of bank details on 12/09 but not the second ‘verification’ email. It looks like a lot of people got the two e-mails one after another then the refund, should I be chasing this verification e-mail ? ( I have signed into QQ and the correct bank details are showing).
pete meacham says
im also still waiting for my money.
sent numerous emails ,phonecalls.
my last recieved email was cash euro net saying the generic ,good news we are ahead and bank details are correct etc.
just checked my quickquid account and the loans that they are redressing me on have dissapeared so fingers crossed thats a good sign.
i accepted the offer on the 10th september.
sent an email a minute ago basically saying hurry up like we all have.
cant really wait untill first week of october so hope thats not the case .
Sarah says
I am on day 32 of waiting for my settlement payment.
I have emailed, called, spoke to the ombudsman who has also sent an email, all emails go unanswered. Every time I call I’m told it’ll be in the bank in the next few days which it never is.
I’m really loosing faith in this. I’m worried that in a few days QQ will release information they’ve gone in to administration.
I don’t know what else I can do to get the money, I’m over 4 weeks given by ombudsman, I’m over the 28 days stayed by QQ. I’m just getting no where
Sam Heather says
Does anybody know if you can request a refund for the full loan amount, on any basis?
G says
Just spoke to a guy at Enova, he had to ask ME when I submitted MY bank details, I told him 9th September, he claims my redress will be paid in end of next week, i’m seriously not convinced!
I think they are stalling and maybe paying 1 or 2 people out to keep FOS off their backs but in the long run they are hanging on till they can close the company and pay no one.
Jon Doe says
I am on day 21 and unfortunately I get the same impression. It seems only a handful get some payouts and the rest just drags on. Gut instinct is never always right, but something does not feel right. If it was because they have soooo many refunds to process, then there would still be lots being refunded on a daily/per weekly basis. To me this is deliberate delay tactics for reason they only internally know… which is worrying to me.
Gareth Spanswick says
Think people need to realise there are only a handful of us on here waiting, there are so many more people who may be getting paid out, we just dont know. We all need to remain patient for the 28 days and take it from there
Oracle85 says
I really hope this is the case. Would be more reassuring if everyone got paid on a set day. LS pay on day 28 it seems etc. Problem is when you ring QQ they seem clueless and ask you when you accepted etc which doesn’t fill you with confidence
Deborah says
Hi I’m waiting for refund as u all are in here similar emails received accepted 9th got email on 20th to say bank details confirmed. I have just logged into my account in P2P which is now stride financial or something. All my loan accounts are sill showing. But I just have a question I checked my details and my bank account is my old one and hasn’t been updated. I also spoke to them a while back to chase up the complaint and updated my bank details at that point too and received an email from Enova to say they had been updated but clearly haven’t. Shall I update them online too or does this not really matter ??
MMM says
theres no point speculating because nobody knows what’s going on and it’s obvious that some people are worrying now – until the 28 days are reached by some of us on here then there no point in posting anything unless it comes direct from QQ, Enova etc
There will be a lot of people posting here once their 28 days are up – if they aren’t getting their money then it would be time to start worrying – for most people on the spreadsheet that will be around the 5th October – not long now.
See you all on the 5th
Sarah says
Im on day 32 still no payment, still no correspondence
Clare says
I’m sure I read somewhere it’s 28 working days ?
Kelly says
Yeah when I spoke to them they said 28working days too
Clare says
Not that I’ve got that far no one can tell me anything haha spoken to quick quick and ombudsman and everyone is just “getting back to me”
Dan says
Every email i’ve received from them has said 28 days so i’m not convinced that it would be working days as they would be more specific about it in their written communications.
Sarah says
It really is just all so frustrating. First you’re told it’s 28 days from acceptance offer, then it’s 28 days from sending bank details, then it’s 28 days from acknowledgement of bank details, then it’s changed from 28 consecutive days to 28 working days.
N says
Sounds like yet another stalling tactic to me. This is really getting tiresome.
Carly says
just received from QQ the following email. Fingers Crossed!
‘We are contacting you from CashEuroNet because we’ve received your acceptance of our offer. In addition, we’ve made note that the bank account details we hold on file for you are accurate. As such, your settlement will be processed within the allotted 28-day timeframe’
Ben says
Small thing from my side. I accepted the FOS on 13th, they informed QQ on 17th, so my 28 (working days – thats what she said over the phone, WORKING) starts on the 17th.
They never emailed me any confirmation, or asked for any banking details, so i took it upon myself to reach out and provide them.
I thought i’d call today, as it’s 9 days since i accepted with the FOS. They told me they do not accept Monzo banks. Lucky for me i called them! I was able to switch my bank to another one. If i’d not called and just left it, i’d of really shot myself in the foot. They seem so snowed under they hadn’t the time to let me know they dont accept Monzo bank (for whatever reason) via email, so phew.
James says
I’ve been waiting 16 days and I’ve given them my Monzo details … it’s the only account I have now
Ben says
Could be random stall tactics from them. Have they replied to you to confirm your Monzo details or they been quiet?
I just setup a revolut account and used that, they accepted it fine. All a bit odd.
James says
Did they pay you into that account? I’ve had the email that says they’ve verified my banking details. So maybe I’m ok?
Peter Meacham says
update
i rang the cash euro net number 08000163114
and spoke to a lady who was actually pretty good, she still couldnt tell me a pay date but said that there is a note on my file that details are correct and that was from when i accepted and gave bank details not from when they acnowledged it.
good news really as it did sound positive my 28 days started on the 10th september so am expecting end of month ish.
have been getting worried the same as you all are but this lady did help (could all be lies)
but the thing i did get to confirm is that the countdown started from when you accept not when they get in touch.
still need money now tho haha even contemplating a loan ffs
Stew says
Don’t get a loan what ever you do or you will just get yourself into this again!! It’s taken me a long time to get sorted and now I have a house kids and never worry at the end of the month or the start as it used to be haha
Sarah says
I’ve just called this number who said she can’t deal with my request, she will email the woman who is supposed to be dealing with the payment and that it was 28 days, not business days from the date of your acceptance offer. I am over that date.
Mr T says
I am in same boat as most people here. My first redress amount was completely wrong ( 7th sept) and issued corrected total on 16th sept.
I would hope that they do pay within 28 calendar days on basis that we will all be due another 1 month interest @ 8% if this goes over 28 days ( for me that is another £35) . I would imagine we really don’t want to be waiting an another correct redress total if they then have to recalculate again. I am being patient but amazing with faster payment technology that it is taking so long but not a lot we can do until funds start appearing.
Chele says
I have rang again and the analyst said, it’s 28 days from the day the bank details where accepted
So mind was on the 31/8/19 and it should be by Friday the 27/9/19- told yet again to ring and check!!!!!!
Meanwhile my adjudicator, has been in touch and she has been told this below!!! Wait and see it’s so frustrating- AS ITS MY MONEY THAT IN THEORY I HAVE OVERPAID!
Thank you for your email,
I have spoken to the business today and they have confirmed that they received your bank account details on 31 August 2019.
They said that the account has been processed and the payment will take 28 days from that date. This means at the end of this week, latest Monday you should have your payment.
Chele says
+44 20 3859 2760
This is qq number
Laura says
Whoop whoop….just got my email saying funds will be in my account within the hour…..goodluck all!
Ste says
Good news Laura,
Were you on the Spreadsheet? If so when did you receive first offer!?
Cheers
Ste
Robert says
Great news!
How long did you wait for the refund?
Cheers,
Rob
Stew says
Great news you will have to let everyone know your story/timeline pleeeaaasssee!!
Josh says
What’s your story Laura??
Laura says
I was on the spreadsheet and received my first email on the 7th August. They then sent me the redress figures a month later but then amended figures on the 16th Sept which I accepted on the 17th. Even today I was told 29 days from the 17th!! All money now in my account within the hour….now out again though as have paid of my last 4 loans :-) My financial position is now rosy. Never again will I get in this mess. Onwards and upwards and fingers crossed for you all x
Ruth says
😊😊😊😊
Great new!!!!! I am looking forward mine
Carly says
Well done Laura, we’re all desperate to know your story.
MMM says
Wonder how many people are active on this thread – be interesting to know – I really thought that more would be posting about redress etc
Kyle says
It’s gone very quite, I wonder it’s because people recieved their refunds? I will deffinetly posting about my refund when I eventually get it!
MMM says
Thats what I meant too – If there are only a handful, say 100 people on this thread that are expecting refunds soon then the lack of people posting about getting their money would make sense
Rosie says
I’m waiting, accepted on 9th. (Spreadsheet) I will comment when (if!) the money is paid.
Don’t know if it means anything, but I did a portability request on QQ’s website, within the email section, there’s what I assume to be some html code and within it I noticed “batch 3” so I do wonder if they are dealing with the spreadsheet complaints a batch at a time. Unless anyone else can also see this on their info I don’t suppose it’s of much help, however! Fingers crossed we all get paid, anyway.
Cal says
How do toy do a portability request sorry I’m a bit of a technophobe x I’m also a spreadsheeter accepted in 8th September
Rosie says
So I just logged into their website and went to the my account section, clicked on data requests I think and clicked that. Only as someone on here suggested it! They send you a load of gobbledegook really- all the info they have on you. Mine wasn’t terribly enlightening and only actually had their offer email and not any of my replies, but it did have that bit of what I assume to be software code. Clutching at straws now really, driving everyone crazy!
Peter says
What section are people referring to on the qq site?
Pete Meacham says
Go into your account
In the drop down
Request data
Dean says
Do you mean data request?
Peter says
Ok thanks
Mine says right to portability and queued
What does that mean?
Dan says
It means you’ve made a data request and it’s waiting to be actioned, it’s the personal data quickquid hold about you. Honestly i’d be surprised if it gave you any information about your refund, would be happy to be proved wrong though.
Chele says
I have not been paid my refund as yet- I am expecting £700.00, mind was via the ombudsman and not from the spreadsheet. I expected the decision on 19th August, bank details updated n the 31st August, 28 days from that point! The adjudicator has emailed them twice and they have said will be paid by 1st October. Don’t understand why this process is so drawn out!
Sarah says
Mine and yours are around the same time chele, be interesting to see if we get payments around the same time, if at all.
Chele says
Fingers crossed 🤞🏻,
I sick of ringing and chasing them! And getting told different every time – the adjudicator at the ombudsman has been brilliant. Just hoping once it’s paid they send the breakdown with the tax certificate so I will be able to
Claim the tax paid back I have paid
Come April!
Sam says
Me too, not on the spreadsheet accepted my offer on 29th July and gave bank details on 2nd August as of yet no payment but as soon as I do have it will let you all know.
Chele says
Have you gone back to your Adjudicator,
Sarah? To help you chase? Because yours is well over due! If that’s the case yours should of been paid by the beginning of September! That’s really out of order!
Sam says
Adjudicator told me to wait 8 weeks and then when I called Cash Euronet last week was told another 28 days which adjudicator told me was fine. I call again on Monday and I was told that I should hear something by Monday but not holding out much hope to be honest. I am pleased people are receiving payment but I have a feeling the spreadsheet people will be paid first and then the adjudicator ones as we never got told a timeline.
Sarah says
I have spoke to the ombudsman again he emailed last week I called him yesterday and he said they had not responded, he said there is a back log, he said the ombudsman service is 2 weeks behind so it’s likely they are as well. To be honest I don’t find him much use he doesn’t appear to be putting on pressure on them. Told me basically to wait. What is this tax back? I’ve not heard of this?
Sarah says
I had my settlement agreement 23/08 gave bank details 28/08, still waiting payment, just called QQ this morning and was told payments will be made in the first week of October. Don’t believe what they say as I have been told numerous times payment will be in the bank within the next few days.
Dan says
Matches up with what someone was saying on here a few days ago about them waiting for loan payments to come in before they pay us.
chele says
If we don’t get payment next week after this long wait – I will be emailing the CEO!
James says
I emailed the MD for the UK last week, it doesn’t speed anything up :(
Chele says
https://blog.moneysavingexpert.com/2019/04/martin-lewis–had-a-ppi-payout—if-so-you-can-reclaim-the-tax-o/
It applies to PPI, but nothing lost by filling in a R40 form the tax office could say no! You have to complete after the tax year. Go on the gov.uk website claiming tax refund on savings. As everyone if you are a basic tax payer is allowed 1000.00 tax free interest on savings. So if the company has debuted tax you might get it back if you not accrued up to the personal saving allowance-
It’s worth a try!
Sarah says
Thanks Chele! Keep us updated on the payment front
Dean says
Hi, I’ve just called QQ and to add to the confusion I have had it confirmed that it’s 28 days from when their legal department updated the bank details. In my case I am a spreadsheet customer and accepted the offer on the 9th sept. She has just confirmed to me that they were updated on the 20th. And it’s 28 days from that point. People are getting the run around in my opinion and very much like the other doubters I now believe this to be a stalling tactic. To have different versions of events would indicate they are just making up as they go as if they had a communication from above surely it would be a consistent message being passed to all customers due a redress. I know some people have received funds. And some within the 28day period.
Dean says
I’ll also add that she twice said to me that the details were updated on the 28th September. Only when I pointed out to her that it’s the 25th did she then come up with the 20th. Absolute horror show and I very much doubt I’ll have the funds anytime soon. I’d imagine this will roll till November and I’ll still be chasing. Let alone October.
Alice says
Whereas I received this…
Thank you for your email. Further to your previous correspondence, please be advised that we sent you our proposed settlement offer on 7 September 2019. You then advised that you had accepted this offer and provided your banking details in an email dated 7 September 2019. Therefore, you will receive your refund within the 28 days from the date of your acceptance of this offer on 7 September 2019
Amy says
Just an update after my post last week re partial offer from QQ.
Despite anxieties about another likely 6 month + plus wait as advised by Adjudicator I took the leap and asked to escalate to Ombudsman.
Low and behold I’ve had an email from him to say they now agree with recommendations in full and have offered to settle with refund of £5,023.19, add Interest at 8% simple £2,505.89, less 20% tax £501.18, amount to be paid £7,027.90 and remove credit file entries for loans 2 to 18.
I’m so pleased given the initial offer of £1345.87 + £696.96 but know obviously it’s far from the end of the road yet but a step forward at least!
I only made my complaint to FOS last Nov which seems a lot shorter than some others so no idea how they’re looking at things but hope everyone gets the best outcome and thanks to Sara and others on the page for all the helpful info!
Dean says
Interesting as I received a rather low offer and thought it should be more but was scared to not accept as they may have be up going busto meaning like cash genie I get a measly amount. Just so I know as been away what kind of second offers did people get after receiving the first one? We talking hundreds or thousands more when they sent the second email with a revised amount? Just be interesting to get an idea?
Peter Meacham says
update.
got in contact with someone at casheuronet and they have said i will get paid by the 8th october.
that is exactly 28 days from when gave my bank details.
getting stressed now as really can do with it sooner but i assume they are just giving the standard 28 days speech as they haven’t got a clue. i also looked on my quickquid account in that section someone said earlier (cant remember what it was but on page before this one) and it says queued so i’m assuming im not a spreadsheeter as some people are under batched.
hope that makes sense.
please guys can you all keep us updated when you recieve money and not just get on with your lives and forget to let us know haha.
pete
Phum says
I spoke to the Final Resolutions team earlier – its 28 working days from 2nd redress email and apparently they refund them in order of the date they received the acceptance.
seems odd as some people have had their refunds paid that received their emails after I had.
Would be interesting to know how much the refunds that have already been paid were because if they were stalling but trickling the refunds to keep people quiet then it would make sense to them to pay out all the lowest amounts first.
I am due around £1300 – accepted on 7th Sept – then again on 2nd email on 17th and got confirmation they have updated details on 20th of September
Dean says
How much more was the second offer if you don’t mind me asking?
Phum says
First offer was 1245 and second was 1175, I’d accept the lower amount if they actually paid it
Sam says
This may mean nothing but I just checked my credit report and my outstanding loan with QQ is not there anymore. So it looks like they have cleared that – just waiting to get the money they owe me but stuff seems to be moving along. Fingers crossed.
Sam says
There was still an outstanding debt available on this account. It was an odd one as it was never there, then when this all started it appeared and now it looks like it has been paid off. I may be wrong but it seems like a strange coincidence.
Pete says
In response to Sam. They take your loan down to zero to minimise the amount of interest they may have to pay. Its supposed to happen when cases go to Fos. It’s company policy but we all know they don’t do that in practice but they want to get Fos to believe they do. It’s smoke and mirrors.
Sam says
Just got my updated redress email …. with an additional £630 added as well as confirmation that balance has been paid and loans removed. Note I am not a spreadsheet person I accepted my original offer on 29th July.
This is what it says about payment –
Please be advised that we’re really working hard to resolve your complaint and process your redress and we give many thanks for your patience regarding this matter. Due the time period on when you’ve accepted our offer and now – we have since escalated your redress in an effort to cause no further inconvenience to you. You will receive email confirmation when your redress is complete.
G says
Do they email you before they refund you or just pay into bank account?
Leanne says
Can anyone shine a light on what this means? Will I get 2 payments?
Thank you for your email and confirming your banking details for the refund portion of the settlement. Please allow us time to action the redress which will be processed no later then the second week of October due to high volume, but could be much earlier. We will then contact you directly in a separate correspondence with the closing details to the settlement.
Thanks in advance
Kyle says
How long have you been waiting? When did you except the offer?
Leanne says
Received offer 12/9/19 accepted same day. Received email 16/09/19 requesting bank details and I confirmed that day. The email above received today
MRS R says
I called and advised the wait and the constant not knowing was affecting my anxiety which it was. They paid me in 3 hours after that call. I was on the spreadsheet.
N says
Well done! You must be better at sweet talking them than I am I have just had a £700 car bill come through so just called to try and see if I could get it escallated but they didn’t seem to want to know… looks like no car for me until this redress comes through I am not taking out another high cost loan to make this payment after last time!
Cal says
I’m impressed I have had a car bill if £1300 and rang saying how stressed and ill this was making me but they weren’t interested at all just the standard 28 days but said there was note about something and it should be paid before the 28days but they haven’t got long left as my 28 days are up on the 4th October but I’m not holding much hope has anyone been paid in the last few days? Xxx
Phil says
Is anyone else waiting for QQ to respond to an adjudicators recommentation?
QQ have gone very quiet, i was hoping once the spreadsheet cases were settled they would move on to others, I am nearly up to 18 months on my complaint and there seems to be no logic to how they are dealing with things
They should have responded by August 28th but nothing yet, my adjudicator said they would give them more time, 6-8 weeks, I have a feeling they will reject it in the 8th week as by my calculations the redress should be just under £9k on loans all over 6 years
Em says
I am. They had until Monday just one to respond to adjudicator and I haven’t heard a thing from anyone. I have assumed they have been inundated with emails and calls from people chasing their money so I’m leaving it until next week and then will call the adjudicator. It is only 2 weeks so far for me though so expecting it to drag on for a few more weeks yet – I am expecting around £7500 back.
Robert says
I had the same situation, in the end they approved the adjudicator’s findings. Loans also over 6 years. I am waiting for £7500 refund now.
Phil says
That’s good news Robert, hopefully they will do the same on mine
Mine is effectively 8 weeks already as an adjudicator made a recommendation, they had 2 weeks to respond to that but at the end of that period I was informed that the recommendation had been altered slightly by a review by the FOS so QQ had until August 28th, very frustrating
James says
I’m
So frustrated. I just want my refund. Fed up of waiting and being messed around by QQ
Paulie says
Hey all – first time poster but long time voyeur! Just wanted to share my experience.
Complained via Resolver 9 weeks ago regarding a stack of loans from 09/10/11 and got a reply on the 8th week with an offer of nearly 6k in total – accepted it as sadly not in a position to extend the process even though I could have doubled the offer easily.
Accepted offer on the 18th sept and sent updated bank details 3 times as when I was calling to make sure they had them they kept saying nothing had come through – standard delay tactics.
Anyways started calling on a daily basis as in all fairness the staff are quite pleasant and do genuinely seem like they are on the ball. On Monday I spoke to a lady and she made the mistake of telling me it would be 24/48 hours when previously it was always 28 days.
Obviously nothing arrived this morning so rang back told them I’d lined up a load of bills to be paid off the back of their promise and needed the money ASAP! Bingo 3 hours later it arrived in 4 transactions!
My advice is if you have an offer sod the emailing, pick up the phone and tell them it’s an emergency and you want it now. Pretty sure they’ll act on it, you just have to be forceful with them.
Good luck to everyone and huge respect to Sara at debtcamel for such an amazing site…
James says
That is amazing you got your money so quick. I first complained about 2 and a half years ago! Still waiting for payment
Paulie says
I think I was just lucky my claim was at a time when QQ have accepted the fact they are screwed as rejecting claims Is costing them more money than If they made offers.
Pretty sure from now on they will offer settlements which although aren’t the full amount they’ll be good enough to sway you to accept them
Mike says
was this also against quick quid / casheuronet? if so what number did you call please?
Simeon says
That’s awesome! What number did you use? Am on day 26 and have an email saying I will be paid by the 28th so need to chase.
Paulie says
Yes sorry should have said it was indeed QuickQuid
I was just ringing the standard number
0800 056 1515
Just plead poverty and pressure them – it’ll work!
Easier to ignore emails but like I said all the people I spoke to were very understanding so easy to persuade to fast forward the payments
Rob says
Spreadsheeter who received letter from FOS 7th August. 7 weeks later finally received an offer at 21:17 today which was slightly higher than I expected. Never replied to an email so fast. Original complaint July 2017. Been a long time and now just one final hurdle to go (albeit a big hurdle based on other people’s comments about getting paid)
Clare says
I’m a non spreadsheet received same time
Hopefully 28 days time fingers crossed
Elizabeth Newton says
An update on my court case for those who were interested previously on my action against Quick Quid.
I still await for the court to give word I can action the enforcement form N322A knowing that QQ failed to adhere to the final decision stage from the Ombudsman, and told it might take up to 3 weeks for the for the court to respond.
In the meantime Cash Euronet has sent a different offer figure of £374 last night stating this would be full and final settlement, instead of the £250 they had been offering me for many weeks now.
Of course I have no intention of accepting such a low figure, as I still intend to fight this legally.
I was quite pleased to see another offer yesterday, as this is further proof will prove that shows to the court how wrong and indecisive QQ have been in failing to follow the Ombudsman’s instruction.
I shall post again when hopefully I get the go ahead from the court that I can proceed.
Sara (Debt Camel) says
Thanks for the update, I was wondering if there had been any progress!
Clare says
Can’t believe I’m finally posting this but I’ve had my email !
Kyle says
Oooh, is that the email that says your bank details have been verified?
Clare says
Yes finally got the offer email last night and then saying details confirmed today and will be within 28 days so fingers crossed before end of October
I’m not “spreadsheet” first complained in 2016
Offer is £4K
Kim says
I’m not on the spreadsheet – received offer on 13th Septe, accepted same day and rang same day to confirm bank details – not had an email confirming bank details but did receive an email saying I will receive refund in 28 days….day 13 and no payment yet! Hate all this waiting
Kim
Dan says
You can log into your Quickquid account and go to My Account > Bank Details and see if they have your new details there under the bank account information.
david says
Hello, could someone provide some help…
I’ve received my redress but its a few hundred quid less than I expected but I’m not sure if that is because I worked out my estimated refund incorrectly.
Can I ask, if the total charges / interest I paid is £487 and that dates to 2008, what interest should I expect on this please? QQ have come back with £369.09p before removing the 20% tax. I expected the interest to get to around £500 before the tax deduction..
I’m going to respond today, presumably to accept, but just wanted to check up on this first.
Many thanks!
JA says
If I’ve worked it correctly it should be 11 years of statutory interest which equals £428.56 – £85.71 20% tax = £342.85.
Hope this helps.
Dan says
8% interest a year for 11 years on £487 would be £428.56. That £369 figure is about 9 and a half years of interest so may be best to query why it’s much lower than it should be if all of the loans involved are 2008 and prior.
david says
hi Dan, yes between yours and my (poor) calculations, it ends up that I’m looking about £50 out after the 20% tax deduction.
As a result I’ve just gone with it and accepted the offer. Considering I first lodged this complaint in January 2017 I’m not going to delay it much longer for the chance of say another £50 to £100. Seems silly, but I just want it done with.
Appreciate the response.
MMM says
Thank you for your email. Many thanks for your patience regarding this matter. Your concerns are being heard and we offer many apologies about not being able to offer a specific time frame for when you can expect redress.
We can however advise that you are ahead as we have received your updated banking details which would definitely help make the process much faster.
Kind regards,
Lawrence
MMM says
Ahead – hahahah – of what!!
Ally says
Firstly I’d like to offer congratulations to the many “Spreadsheeters” who I’m sure after a long and drawn-out process are nearing the end of their stressful experience they have suffered at the hands of CashEuroNet and their downright disgraceful handlings of their complaints. I’m a regular on this site and have found the information shared by Sara and the contributors to be invaluable in my persuit for redress from years of spiralling debts at the hands of these vultues.
pete meacham says
just rang casheuronet
as i do everyday, although today id had enough!
downloaded an app that records my calls so after the lady had done her security checks i told her the conversation was being recorded which put her on the back going by the few moments of silence.
told her that i’m waiting for my refund of which i accepted and confirmed bank on 10th sept.
she started the whole 28 day speech, i jumped in with this is just unacceptable as i have debts spiralling out of control due to not having my money due so i can pay them, this in turn is giving me chest pains so am now having to go to the drs and lose more money through taking day off, how is it you can process a direct bank transfer when applying for loan in 10 minutes but take 28 days to pay me whats owed,
she tried to speak
Carly says
I’m getting to the point where I’m going to end up doing the same, I’m getting so wound up! How did it end, any positive outcome?
N says
and did your rant make any difference? They seem to have been very stubborn when speaking to me about agreeing any sort of date prior to the 28 days from the 2nd offer that was received on the 17th although judging by some comments on here people have been moved through quicker. I don’t want to go through at the expense of other people my problem is the same as you how does it take 28 days to pay someone money they are owed. I think they are cowboys who are just prolonging everyones misery for as long as they can because I can’t see any reason why it would take this long.
PG says
Without defending QuickQuid… since having the FOS letter on 7th August, in the vast majority and in your case Peter having had your offer on the 10th, they’ve actually stuck to what they’ve said they would do…
You received your offer within the 6 weeks and have still another 10+ days before the 28 days is up? And they’ve told you that several times by the sound of it? People are being paid… but they’re having to process the payments manually… for thousands of complaints which is why it’s taking them longer. But they are saying WITHIN 28 days.
Again, not defending them or judging you but if you’ve got “debt spiralling out of control because of the money that is due to me” that’s not down to them, is it? You only had your offer through on the 10th? Other people had offers before you – why do you feel you should be paid before them? Other people may have new complaints or other issues that they wish to discuss but can’t or are having to wait because you feel like you should be front of the queue?
People seem to be getting really anxious and angry at this whole thing… but in the vast majority of all the comments here… (although not the quickest about it I agree)… they are doing what they said they would and people are being paid in the timescale they’ve laid out?
ben says
I agree with this comment. I’m quietly sat here waiting for money and fully understand there is a wait. Imagine the backlog when tens of thousands of complaints go against you? Ranting on a forum to like-minded people in a similarly desperate situation isn’t going to help anyone.
If they were repeatedly missing the 28 day deadline i’d get concerned.
They aren’t.
SL says
I agree – I accepted my offer on 29th July and still have not been paid and that is because I got caught up in all of this, we just have to be patient. We did not even know this money was coming to us so in essence it should not be spent until it arrives in our accounts. If you do not have it in 28 days then get angry. Just let them get on with it.
Ben says
It’s almost as if people phoning up and moaning when the 28 days isn’t up are probably hindering the speed in which they get paid, or even worse, using up valuable resources that could be better used elsewhere (to potentially speed up payments for everyone).
Also, that person who said they have to take another loan out because of the delay, please seek professional advice. I’ve been able to sort my finances out with a DMP and to me, this money is a rebate for a few years of hell. It’s taken 11 months to get to an offer for me.
If you find yourself NEEDING this money as a matter of life of death, please seek assistance. There are plenty of charities who can provide some sort of help.
Tough love probably isn’t what people want to hear, but too many people knee jerk and agree they should be paid asap “They fund loans in minutes but take 28 days to refund me? pay me now! I will ring every day until i#m paid!” – Why should you be paid before folk who’ve been waiting as long, if not longer than you?
John says
Totally agree I’ve been told they sent me message on the 7th by email. Downloaded information Inc emails. No email was sent. So I’ve phoned them and yes as a spreadsheeter I will probably be the last to be paid. Its about £500 which yes I could do with. But the polite people answering the phone aren’t at fault. Trust me if it goes past the 18th October I will react but I think like most people this will be sorted early October. Expect they want thezse2000 plus complaints finished with knowing there’s another few thousand after that. There not bust or going bust.
Ben says
Yep John. I’ll be on the phone once the 29th day hits. Not a day before. I don’t see why anyone should be paid before me considering we’re all in the same boat. I’d rather they pay out fairly based on their own timeframes. I do not deserve to be paid before people who have been waiting longer than me.
Sarah says
SL if your settlement date was 29th July then you must be way out of the 28 days as it’s 56 days ago. When did you have bank details verified? I would not be happy to be patient all that time
pete meacham says
i interrupted with also what am i going to do about interest accrued as quickquid go by 0.80% a day when have monies owed so i think its only right that i get reimbursed accordingly.
i am asking you for the last time before i get a legal team involved as i think this is just taking the mickey and time wasting tactics.
i let her speak and she started off with an apologize and then said that basically they are the ones answering phones for complaint department as have loads of calls coming in.
i told her im not directly having a go at her but this is taking the p**s and something needs doing now.
she said she is going to escalate my claim now and send it to the people who deal with it.
i told her to put on the notes that i’m threatening legal action and to remember that call was recorded.
that was at 2.50pm today
i will keep you updated
N says
good work mate fingers crossed for you! I certainly haven’t gone in that strong yet. They are certainly dragging out this whole process aren’t they!
PG says
You’d only be able to take the company to court if it was an ombudsman decision and if you’re one of the spreadsheeters then it’s only an adjudicator’s decision therefore isn’t legally binding, it’s a recommendation.
Also – you accepted the amount they offered to bring the complaint to a close and they are paying you in the timescale that they’ve said – which is pretty standard.
If you call the FOS, they’ll just tell you to wait til the timescale that you’ve been advised….
Elizabeth Newton says
Hi Pete Meacham,
I am currently taking legal action against Quick Quid.
If your decision has/does reach the Ombudsman stage and you are still dissatisfied I wonder if you would give me permission to site your last comment?
Thanks.
Chele says
I hope not, as the 28 day deadline for
Myself is up On Saturday, my offer was
Accepted on 19/8, bank details confirmed on 31/8 and I’m still
Waiting! I(my case has been with ombudsman since August last year!) I wouldn’t mind it’s only £700.00! So we’ll wait and see if I do get my redress by Saturday!
I agreed should be done in process date order, everyone has situations, who’s to say my need is greater than the next persons or vice versa! On this forum to fair I seen a handful of people being actually paid!
Jim says
As we are all speculating, I will add my thoughts as to why there is a delay. I reckon the theory mentioned earlier in this thread about paying the first week of October makes most sense.
I work in finance myself and if it was my business then this exactly how I would approach this situation.
Example.. If they have 1 mill in the reserve, and at end of the month have 2 mill in reserve due to payday payments made… AND they don’t ‘need’ to pay anyone until they have 2 mil in the bank.. Then why would u pay them. Morally wrong I know but this is also reinforced by a couple of spreadsheeters on here getting paid after 7 days… At the START of the month (Sept). As always… Just speculating.
Sarah says
I don’t understand what a spreadsheeter is, can someone explain?
jj says
Basically if your one of the ones who got a standard letter dated the 7th August then your known on this thread as a spreadsheeter…if your not sure then you likely wont be.
N says
Just to defend Pete a little bit here he has obviously had some health issues due to the stress of all of this and nobody here knows his situation. The actual queueing system is flawed as it isn’t done on original complaint date. That would be the only real fair way of doing it. I think he is well within his rights to push. I think they are actually taking the micky personally. I called and complained that the date they promised to pay me by had been put back by two weeks. Still didn’t get anywhere though. Good luck Pete let us know if you get your payout any time soon!
PG says
Again, I’m not judging him or defending QQ. I’d very much like the money owed to me ASAP too. I accepted my offer before Peter. My point is that he and others are getting worked up when actually, they’ve stuck to what they’ve said. UP TO 28 days isn’t ideal, no, but that is pretty standard and the FOS seem happy with that timescale. After that 28 days then yeah, absolutely – escalate and hit the roof, I will be.
Like a couple of others said, everyone has their own situations and again, relying on this money to pay off “spiralling debt” and being ridiculously desperate for it isn’t QQ’s fault, is it?
If Peter’s health is suffering because of this stress and is drowning in debt then like someone else said – he really should seek advice on a number of areas and just know that the money is coming. If he or anyone else is struggling with spiralling debt and interest, then contact them to freeze interest or something? (This really isn’t me giving advice btw)
Anyway, not going to repeat the same thing over n over – hopefully all will be paid ASAP but I’m just unsure why people seem to be losing it when they do seem to be doing exactly what they’ve said they will.
And UP TO 28 days is the timescale, people need to remember that
Ben says
Same as PG for me. I was talking generally, not about a specific person (apart from the person who said they’ll have to get another loan to cover the wait for Quickquid. That person needs help as soon as possible).
N says
Yes indeed guys hopefully we all get what’s owed to us ASAP and never ever use these horrible companies again!
Stephen says
Anyone else had the FOS go quiet on them? I had an adjudicator uphold my complaint on August 6th. QQ had 2 weeks to reply. As of 2 weeks ago nothing from them and FOS said they were still chasing them! QQ now had 7 weeks and nothing not from FOS. I even emailed director at QQ, complaints dept and FOS last week and nothing from any of them, anyone got any idea what else I can do?!
Liam says
Stephen,
I’m in same boat as you. Adjudicator ruled in my favour on September 4th and gave QQ 2 weeks to respond.
Still no response, I have chased adjudicator with no luck, I have emailed foscomplaibts@enova and got this shitty response
We are advised to instruct you to communicate with FOS while your complaint is still being considered.
Kind regards,
Very frustrating but we are a stage these spreadsheeters who are awaiting payment.
Fingers crossed everybody gets sorted
Em says
I’m in a similar timeframe as you Liam. No response within the 2 weeks timeframe and haven’t heard from the adjudicator- tried emailing but no responses as of yet. Just have to sit and wait I suppose – didn’t get picked up for over a year by adjudicator so been waiting a while. Have you phoned the adjudicator? If so which number did you use?
Liam says
Em.
I have called them on this number 0800 023 4567
They are quite helpful, but QQ are not
El Pastore says
In my case, FOS couldn’t confirm I was on “The Spreadsheet” as they utilise multiple spreadsheets in their correspondences with Quickquid/Enova/Cash Euronet. I accepted my offer on September 9th, initial complaint was raised on October 27th 2017. I’ve emailed every address possible and asked for escalation with zero results. These people are usurers, thieves and misery merchants. Shame on them
Clare says
Is anyone actually past the 28 days or all just speculating that we won’t get it ?
Chelel says
I will be at day 28 on Saturday!
Simeon says
Me too. Day 28 on Saturday fingers crossed
Sarah Harrison says
Hi i complained to the Ombudsman about pounds to pocket (cashnurnet) I got my decision Tuesday and I have accepted the offer. The Ombudsman have contacted cashnurnet and asked them to contact me. They said if they haven’t been in touch in four weeks to contact them again. So anyone have any advice on how long they can take? Thanks Sarah
Richard says
The Ombudsman gave the final decision to my case around August 1st and then a month later my adjudicator told me there was a processing error and QQ didn’t get the final decision and it was resent 12th of Sep, then he contradicted himself and said resent on the 17th… seems like they could be covering/delaying for QQ.
I have had 0% communication since via email from QQ and called them last Friday to update all of my details…
As far as I know I’m not a spread sheeter
I’ve now sent several emails threatening to take them to Small Claims Court, I would do it but I don’t really have 25 quid spare to apply online… I’m getting quite irate now
Elizabeth Newton says
Hi Richard,
I have actually sent enforcement papers to my county court and now awaiting permission from them so I can proceed with my action against Quick Quid.
Will know within 3 weeks.
I think there definitely needs to be a maiden case against firms such as Quick Quid and online I have failed to find anyone who has taken them to court, there comes a time when you must stand and say enough is enough.
Do you mind if I cite your comment in future court proceedings?
david says
I think everyone, no matter how recent or long you have been waiting, should do exactly that…. wait. many of us have already waited long enough so another few weeks isn’t going to have any great impact no matter your circumstances (its like getting a bonus from work, its a bonus, not an entitlement, so you should plan ahead without it, not expecting it).
I made my complaint in January 2017 and only got my refund offer from QQ yesterday. when I first came across this site in Jan 2017 there was already at least 100 responses on a QQ thread saying they’d complained, so many people have likely waited longer than that too.
it is bizarre how some cases seem to be sorted quicker than others but there’s obviously a valid reason for them. coming on here name calling won’t do anything, so please allow the timescale to pass before you take further action as its more than likely causing further delays for other people when QQ and the FOS are having to not only deal with the resolution of cases but also the people chasing up responses. I’m sure they will get around to them when they get around to them.
If you have a result or an offer, then it cannot be overturned, so please be patient.
Rob says
I think the frustrating thing for people is QQ tell you via email that cases are done in order and via this site we see people who accepted around the same time as another person but one has been paid and the other has heard nothing. The communication has been abysmal, however i also appreciate the volume of refunds they must be processing. My particular case i am on day 21 since sending bank details and accepting, i know people who accepted the same day have had a payment, its frustrating but i cant really do anything until i give them 28 days.
david says
yes I’ve seen on numerous occasions that people have received updates or refunds in advance of others no matter start date of complaint.
its more than likely down to the complexity of each case i’d imagine.
I could have one loan up for a refund from 2016 and complained on 1.1.2018, while another person could have x4 loans and x3 rollovers from 2016 which was also complained about on 1.1.2018. its more than likely easier to process the single loan complaint first. perhaps this is what is causing the irregularities in timelines. i must admit earlier on in the process before FOS got the result for us, I too was guilty of chasing up when it perhaps wasn’t necessary, but for some to say it is out of spite for either the FOS or QQ to delay things further at this point is a little uncalled for in my opinion.
its clear there are 1,000s of people who’ve made complaints and equally 1,000s in the same boat as you and I waiting for responses. we’ll all get there, some sooner than others but like I say if you’ve had an offer from QQ they can’t retract it even if you escalate it further, while if you have a result then you are in a queue for payout. it will come.
JayR says
I concur with what you say, and would add that there is no way to verify that refunds have been received by the people claiming that an aggressive approach achieved them their results.
When I worked in payables myself we would always release payments at points in the month when large receipts were expected, so I’m not surprised by QQs claims that payments are being made next week.
Our approach was also that if any people due payments were rude or overly aggressive, then their payments would go to the bottom of the pile.
I recall one time when a gentleman swore at me down the phone and I advised my FD of the situation. My FD ripped up their cheque and advised them that payment would not be released until legal action against us was taken or a letter of apology was received….a few days later the apology letter was received and two weeks later we sent them their cheque.
Deab says
Cool story.
Peter says
Just had part of my refund processed and in account now
Provided my bank details on 9th September
Received verification email last Friday
Only received half of refund but not sure when will get rest
Waiting for remainder
Mike says
Received an email today to say that my payment has been processed as an ETF (not sure what that is though) but it is going to my solicitors and i also need to allow 14-21 days for payment to be received. Seems a bit long winded cause if it was paid to me i could have just processed as a bank transfer direct to my solicitors so don’t understand how it can be such a long time to be sent and received but at least i now know my redress is on its way :) Its slowly being paid guys so keep your chins up
Carly says
Great news, hope you get the remainder soon. Wonder why they have only issued a partial refund.