Debt Camel

Answers to questions about debts and credit ratings - in plain English!

How to ask QuickQuid for a payday loan refund (old article)

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:

  1. 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.
  2. 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.
  3. 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

Comments

  1. Richard says

    What I don’t understand is Casheuronet are breaking the Ombudsman guidelines. They don’t get to decide the timescale, the rules state ‘We give providers 28 days from the date the remedies are accepted by both parties to resolve your complaint.’

  3. Simeon says

    Just received 34 emails notifying me of redress and payment after chasing today as reached day 29. Lovely lady at Enova said would look at it for me. Total redress 3,900. Thank god it’s over. Hope more payments flow through tonight!

  4. Shirley says

    Hello everyone I made a claim independently I had loans between 2009-2014 £15k they have offered the below

    ● Interest and fees eligible for refund: £ 1430.75
    ● plus 8% statutory interest £ 864.25
    ● less 20% withholding £ 172.86
    ● Total Owed to you £ 2122.14
    ——————————————————————–
    ● Total Refund Amount £ 2122.14

    Should I accept this or no? Any advice would be great.

    • N says

      Impossible to say really without calculating based on the amount of days borrowed for and how many loans they have based it on. You should have asked for a breakdown when you initially put in your complaint which shows you the principle lent and the interest added. From this it should be pretty easy to work out whats what. Knowing Quickquid it is a low offer though.

  5. Darren Mallinson says

    Getting fed up with QQ/Enova now. I’m a spreadsheeter, received first the original offer and updated offer the same time as everyone else. Despite them confirming on a call last week that they received my bank details for both offers on the same day they were sent, it seems they’ve now said they didn’t get them until the 23rd. Completely made up date, that changed to the 17th when I said I was looking at both my sent emails that confirmed the dates.

    Seeing people getting refunds who accepted after me is starting to get disheartening, I am in hardship, mostly down to QQ, WDA and Wonga taking advantage of my situation. Yes it was my decision to take out these loans initially but when you’re struggling to pay bills it looks like an easy answer.

    I’m owed just shy of 6k. This is a life changing amount for me, it would put me on a course to be debt free within a year. With WDA and Wonga redress amounts effectively written off I’m relying on this being paid.

    Every day it’s looking less likely. It seems smaller amounts are being paid first. Call me cynical, but I’m expecting QQ to run out of funds before I get my refund, it certainly feels that way.

    • N says

      I don’t think that will happen. If they were going to cut and run they wouldn’t have paid as many people as they have. I think a lot more will be paid this week at some point in a batch like last Friday.

  6. Mr T says

    I am also a spreadsheet person. Still waiting . Trying to be patient ( just under 7.5k) as others have said try and stay positive and hopefully there will be another payment run between now and Friday. I think there are lots of us in same boat who are awaiting amounts over 2k ( under 2k redress seem to have been paid out first but we won’t really know if that’s actually the case as not everyone will be on this forum). Hope you receive this week along with rest of us

  7. K says

    I’m still waiting (non-spreadsheeter) for just over £4800.00 – accepted 13th September 2019. I feel the same – worries me that I’m not going to get the refund. Get no response to emails either. Really hope payments are made this week – saw yesterday that a couple of people received refunds yesterday so fingers crossed.

    • Mike says

      I am still waiting also (non-spresheeter), I accepted on the 11th September. Sent a few polite emails and not had one response. Suppose we just have to sit tight for a bit longer, good luck all!

  8. Ruby says

    My bank details were confirmed on the 17th, been trying to log into my QQ account to see if they’ve been updated there too but it won’t let me log in. Even if I reset my password it says authentication failed :(

  9. Shirley says

    Hi N

    thanks for getting back to me, i had a breakdown of all my loans but i thought it’d be too much to paste into here, out of about 29 loans between 2009 – 2014 they have upheld 3 from 2011-2012.

    this this explanation

    We understand that you are dissatisfied about: Irresponsible Lending
    Complaint Investigation and Findings
    We have now had the opportunity to investigate your complaint and are able to provide you with our findings in this final response
    Responsible Lending
    Proportionality of Checks
    When you first borrowed from CashEuroNet UK LLC we were regulated by the Office of Fair Trading (“OFT”). However, in April 2014 regulation of consumer credit became the responsibility of the Financial Conduct Authority (“FCA”).

    • Shirley says

      In assessing whether you exhibited dependency upon short term loans, 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.
      Creditworthiness
      In assessing whether you exhibited sufficient creditworthiness at the time of funding your loan(s), we carefully analysed whether any loan was funded in close proximity to a prior loan that was in arrears for a significant duration before it was paid off.
      Your Loan Investigation Summary

      • Gareth says

        Was you taking out loans at the time with any other payday lender? This was pretty much a similar response I had, i explained to them that i was taking out loans from other payday lenders and provided them with this information (well my adjudicator) my offer then went from £300 up to £4500

        • Shirley says

          Hi Gareth yes I was, with sunny loans do you think it’s worth going to FOS or should reply back to them myself?

          • Sara (Debt Camel) says

            I suggest you go straight to FOS. QQ don’t negotiate, you will be wasting your time.

        • Gareth Spanswick says

          You could counter argue with them that inbetween them you was taking out loans with sunny loans aswell. They could well just reject and youd end up at Fos. I personally did all my dealing myself and decided to go straight to ombudsman, that’s where qq offered to refund 2 of 19 loans instead of the adjudicator recommended 19. I declined it and give my arguement and history of loans I had with wonga and the moneyshop and qq then accepted the adjudicator recommendation

  10. Sean says

    My complaint went to the ombudsman and a decision has now been agreed with Casheuronet have accepted.
    I had an email last Wednesday from Enova who I assume deal with the refunds and FOS point me in their direction. They have requester my bank details and I’ve not heard anything back since, despite a follow up email.
    Can I ask if anyone else had a similar experience and how long it took for them to come back and confirm when the refund is due.

    • G says

      I accepted their offer on the 9th andc they didn’t send an acknowledgement email confirming that until the 20th if that helps you.

  11. KK says

    Well I think I have just about had it , waiting for just under 9K spreadsheeter 8/9/19 My mum died and her funeral was last week, received funeral bill this morning which I have no way of paying , I went to doctors this morning as it’s made me unwell and someone has written my car off in car park and disappeared. £3.87 in bank . My life feels hopeless I’m so sad that I managed to disappoint my mother in death just as I did in life. I could really do with a turnaround of luck : (

    • Alice says

      I’m a parent and I will never, ever feel disappointment or pride in my children on the basis of how much money they have in their bank or how much debt they have. I’m sure you aren’t a disappointment to your Mum, I’m so sad to read that you feel that way. Just wanted to send you a bit of support because it seems you’re in a really difficult place. I’m so sorry for your loss

    • Ruby says

      So sorry to hear this. Fingers crossed your luck turns around soon, hope you get your refund shortly.

      • KK says

        Thanks for your support ladies, I’m not usually such a doom monger, I was just feeling a bit lost yesterday, I work hard as a community nurse and then do a cleaning job 6-9pm evenings and have done for over three years trying to keep afloat single parent and three kids. I wish I’d never got involved in the treachery of these quick fix loans, at one point I had 5 different lenders the borrowing from Peter to pay Paul scenario for quite some years. Anyway almost debt free and will be once this is sorted. Good luck everyone waiting x

  12. Sarah says

    I’ve just spoke to the person dealing with my claim. I accepted on 4/9 and they said give 30 days for QQ to pay out. The 28 days I’ve been reading about is tomorrow but will wait until Thursday 30th day but don’t see anything happening I’ve not even received an email since confirming bank details on 4/9

  13. Rob says

    Just had following email regarding my refund. Anyone know if it does take 7-21 days???? Everyone else just seem to have been sent an email saying funds within the hour

    Thank you for your patience regarding this matter. We received notification of your acceptance to our settlement offer. This email is to confirm that £XXX has been processed to your bank account ending in XXX. In relation to your FOS settlement, your account has been anonymized in accordance with GDPR. Therefore, your redress was processed via Electronic Funds Transfer. It is the fastest available method of getting the funds to you. Please note that Electronic Funds Transfer takes up to 7-21 working days for your funds to be available. We apologise for any inconvenience

    • Nick says

      QQ accepted the Adjudicator’s assessment and agreed to pay on 28/8. Standard email asking me to confirm that my bank details were correct. I replied, but received no acknowledgement. So I emailed again on 30/8, still no acknowledgement. Email on 11/9 was acknowledged, saying ‘your redress will come within a week, but may be sooner.’

      Never came! So further emails on 19/9 and then 28/9 (28 day point). Nothing heard.

      Then I realised I was addressing the emails to X who had sent the email on 28/8. X had also replied on 11/9. But it is a multiuser email… so I reckon that if someone picks up the email and it’s not addressed to them they either delete it or ignore it. And X won’t go through emails that will have been read by another member of the team…

      Email sent tonight addressed to the entire complaints team (it’s day 34). Wonder if that works.

      Sadly I bcc’ed my Adjudicator – who has been very helpful – and received an auto response from FOS saying she no longer works there. So it will be a hassle to find another caseworker at FOS if QQ drag their heels (as I expect!)

      Am hopeful of getting something by the end of October (£2282 was agreed), but it’s getting frustrating.

  14. Alice says

    I feel like something must have gone wrong with mine

    it all dates back to 2008 so I’m wondering if this is why it’s taking a bit longer

    Spreadsheeter
    Accepted and sent bank details 7th Sept
    Waiting for just over 4k
    Feel like I’m the last one waiting and worried

    • Andrew says

      No your not the only one waiting. I also a excepted on the 7th. Then got the readjustment mail on the 26 th. So confused don’t know when 28 days is up.

      • N says

        It will be 28 days after the 26th so 24th of October. I have had similar and tried to complain but they don’t listen.

    • Chris says

      Hi all,

      No, not alone. I accepted mine on the 9th. bank details confirmed on the 14th. Waiting for just under 4k. I have not had much contact with QQ.
      I’ve just let them get on with it, I’m sure they have a lot to get through. Hoping I’m soon on the list to be processed though. I presume my 28 days started from the confirmation on bank details?

      No idea if i was a “spreadsheeter”.

      • Annie says

        You are not alone! I also got acceptance and bank detail on the 7th and still waiting. Really hoping they do stick to the 28days which will be Friday. Just over 4K.

        • Oracle85 says

          Accepted on Sept 6th no money non spreadsheeter due £1100. Emailed Friday no response. Rang today and got told would get an email response tomorrow. Friday is deadline day for 28 days

          • Chele says

            Hi Oracle85

            Who did you ring please as I’m on day 32 and still not been paid. I too rang on Monday the FOS QQ number, but got fobbed off saying ring later in the week!

  17. G says

    I received at offer 7/9 then another 16/9, replied bank details to both. Email today saying my bank details have been confirmed and payment will be made in upto 28 days.
    Is that 28 days from today?

    • Christine says

      I received my offer 18th sept and emailed back same day with bank details … I called today to ask if the 28 days starts from when I sent my bank details or from when the acknowledge them … she told me the 28 days is from the date I responded to the offer 18th Sept… I asked again so I’m not waiting for you to acknowledge my email and then begin 28day she said no it’s from when you accepted and I can see your email here so 28 days from the 18th. Not sure how it works for second calculations though as I only received one offer which was correct

  18. Richard says

    I received mine in full last night(Not a spreadsheeter), overall it took me just under a year (about 10 months) after using Debthacker to start off…got around 1250…very happy. A lot of back and forth with Ombudsman and chasing them up. No email confirmation from QQ, now chasing them for tax certificate

  19. Liam says

    Glad to see people are getting payments sorted, albeit slow.

    I got assigned an adjudicator in August, he ruled in my favour on loans 4-20.
    Gave QQ 2 Weeks to respond.

    6 weeks later still no reply from QQ.

    Frustrating

    • Holly says

      Same! QQ should have responded to adjudicator on 4th September but nothing. My adjudicator pretty much just keeps telling me to wait longer!

      • Gemma says

        Same! Qq didn’t respond to my adjudicator either. I’ve chased him and he’s now saying he’s going to give them longer to respond. How is that fair? I’ve chased him again and he’s now gone quiet. I really want an update but dare be chase again.

  20. Ls says

    Could someone advise/ help me please?

    I received a redress email on 7th September at 3am asking for my bank details which I replied to the same day from support@email.quickquid.co.uk – Is this the email address over people are receiving them from?

    I have since sent several emails asking for confirmation they have received my details but am getting nothing back..

    Can anyone advise me of the best number to ring please? By my calculations 28 days from the 7th September is this weekend so am a bit nervous I haven’t received a reply saying they have received my details and as the email states ‘You should be aware that this offer is in full and final settlement and is valid for a period of 28 days from the date of this communication. Failure to accept the offer within this time period will result in the offer being withdrawn and we are not able to guarantee this amount in the future.’
    Thank you

    • N says

      0800 016 3114. Call after 2pm or you will get the night shift in the states who I found all be it only once to be pretty rubbish.

  21. Jo says

    How long have people waiting after Qq have refused the adjudicator until it has been picked by the ombudsman? Or been refused by qq but the. They have changed there mind and accepted? Mine is still in the que for an ombudsman after the adjudicator decision was refused by qq

    • Myles says

      Hi Jo. My complaint has been in the queue since May. When was your adjudicator decision rejected?

      • Joanne says

        Hi Myles,

        I’m almost the same as you original complaint submitted in aug last year, ref to FOS oct, picked up by an adjudicator in July and 19th July QQ rejected, so been in the queue since then, & have basically been told the wait is going to be another few months, like you say though it is frustrating as others seem to be getting a quick turn around and from what they have said their cases are similar ie 6 years old etc!my other case has been at adjudicator level for 7+ weeks!!! hope we don’t have to wait too much longer!!good luck!!

        • Myles says

          Hi Joanne,

          Yea it’s a bit soul destroying but hopefully we’ll hear something soon! I was told today that it should be picked up soon as it’s over a year old but I’ll have to wait and see I guess.

    • Jacob says

      Hi Jo

      My case has been in the queue waiting for an ombudsman to pick it up since the end of July. My original complaint was submitted in July 2017. Adjudicator ruled in my favour earlier this year but QQ rejected this. May I ask how long your case has been in the queue for the ombudsman and when was your original complaint made?

  22. Lesley-Anne says

    This is very similar to my situation Jo. QQ refused adjudicator decision and offered a much smaller settlement back in August. I refused this on 1st Sept. My case was then waiting to be assigned to an ombudsman, it would have gone to an ombudsman yesterday in fact (!). QQ have now accepted adjudicator decision and offered full redress, I got an email from my adjudicator just this morning and I’ve accepted it right away. Long road nearing its end thankfully. So happy to hear people on here getting their money

    • Myles says

      My adjudicator decision was rejected by QQ in May (original complaint submitted last September) and it’s still in the queue for an ombudsman. I phoned the other day. There doesn’t seem to be any correlation between when complaints were submitted and how kong they take in the queue. Hopefully I’ll hear back soon.

    • Myles says

      Lesley do you mind if I also ask how you know that your case would have gone to an ombudsman yesterday? I take it they told you that over the phone when you spoke to them?

      • Lesley-Anne says

        Hi Miles,

        When I advised the adjudicator that I rejected QQs much smaller offer, he told me that both QQ and I had until 30th Sept to provide any other evidence and then would be picked up by an ombudsman.

        Hope this helps. You’ve been waiting a very long time. It’s maybe worth contacting your adjudicator again for an update.

        Best of luck

        • Myles says

          Thanks Lesley-Anne. I phoned two days ago and was told it’s still in the queue so I’m hoping I get it sorted soon. It’s frustrating to see others who complained after getting results but I guess each case is different and takes a different period of time. I”m glad you got sorted!

  23. Zoe says

    Just received my refund emails saying the money will be in my account in an hour. My refund is £6500 – I was not on the spreadsheet & accepted on 9th Sept x

      • Zoe says

        Thanks guys, money is now in my account & the payment is £135 more than I was expecting for some reason, I’m over the moon! I received confirmation of my bank account email yesterday afternoon. Good luck to all of you – I shall continue to follow your stories. There was a lady called Maria who was at a similar stage to me – if you’re reading this did you get yours? x

    • Myles says

      Hi Zoe,

      Do you mind if I ask when you submitted your complaint and if it was accepted at adjudicator level or referred to an ombudsman?

      Thanks

  24. Sam says

    Woohoo that is good to hear. I am hoping I get mine today I accepted in 29th August and am not a spreadsheet person. Got an updated offer last Wednesday. Enjoy your funds.

    • Myles says

      Hi Sam,

      Do you mind if I ask when you submitted your complaint and if it was accepted at adjudicator level or referred to an ombudsman?

      • Sam says

        I submitted mine last year I think through a payday PPI claim company can’t remember the name and they went bust or got shut down and the Financial Ombudsman took over. I heard nothing until 29th July when I was informed that QQ had prepared an offer for me and was I willing to accept it – it was over 2k which I was not expecting and. I sent my bank details on 2nd August and then heard nothing until last Wednesday when I had an additional redress email for an additional £820 and told I should expect the money soon. Still waiting. I am just getting on with it now it will come when it comes. They don’t reply to emails, you get fobbed off on the phone and the ombudsman does not seem concerned so not really sure what to do next.

  25. Oracle85 says

    Day 27 of waiting for refund from QQ. Rang US call team to enquire when I would be paid. Got casually told to wait until ‘ at least the end of the week’. When I explained this would be past the deadline set by the FOS didn’t seem remotely interested and said the only way to contact the people paying the money was via email. Didn’t seem worried when I explained I had emailed Friday and received no response. Will wait until tomorrow and then get the FOS back on the case

    • Chele says

      I’m at Day 32, I rang the QQ FOS number again got told to leave it until the end of week, I have gone back to the adjudicator but as yet not had a response.

  26. Ruth says

    Fed up for waiting and my life is not looking good. Received rent arrears action😓
    Accepted 9/09
    Second redress 16/09

    I do apologise for complaining not sure how I will cope

    • N says

      Have you tried telling them yet? I am sure some have been fast tracked through if you manage to get the right person and the right problem.

    • Lil says

      I’m the same as promised to pay rent arrears friday when 28 days was up. Told CashEuroNet and financial Omundsman that and I now keep having to leave house after my son gets picked up by taxi for school to avoid being at home when they deliver eviction notice. I would have never promised to pay Friday if they hadn’t told me id get it within 28 days. They say they are chasing but still no payment:( and can’t get through on phone today

      • N says

        My goodness that must be heartbreaking for you. I really wish they understood the real life problems people are having here. I now feel guilty for spending my redress payment on a guitar. I think there will be another batch on Friday like there was last week hoping you get lucky and are in that batch

        • Lil says

          Oh my god you shouldn’t feel guilty, all you guys who have received payments have been in the same situation of being messed about by them and at some point all experienced financial hardship which led us all down the route of payday loans. I am really pleased for you and the others and you have every right to enjoy and spend it on what ever you like, please please don’t feel bad x🤞 they pay this week

          • N says

            yes indeed I know your position and I have been there myself which is why I don’t have a disregard for it like what Casheuronet do. I understand that they have to pay in order to make it fair however they do need to stick to their guarantees which hopefully they will do by Friday. I have just paid out a £700 car bill so could do with the cash injection now as well! please post when the money has arrived would be good to hear that those that are struggling are sorted.

  27. Sam says

    Hey I am really sorry you are struggling. I am going to be honest don’t expect this money to come quickly – I have been waiting since 29th July and nothing yet. It is coming but when is a different matter. When I first found out about it I planned a shopping trip and a holiday :) but realised quite quickly that they are going to take their time on this so it best to try and forget about it and make preparation in other ways to deal with issues you may be having. I know that is hard but they are not reacting to hardship at all.

  28. Nick says

    Today was day 34 for me. I sent a hastener last night to them. £2294 refunded an hour ago! So I would say hang in there and keep emailing, mentioning the FOS.

    The way things were going, I half didn’t believe the people on here saying they had been paid. Thought it must have been a wind up. But they are paying out!

    To pre-empt anyone’s questions, I was not a spreadsheeter.

    Aug 18 – original Complaint.
    Dec 18 – elevated to FOS.
    Apr 19 – Adjudicator picked up case.
    Jun 19 – QQ reject adjudicators decision.
    Jul 19 – Adjudicator authorised to share my credit file and bank statements with QQ.
    28 Aug – agreement reached. QQ emailed to confirm bank details. Instant reply sent.
    28 Aug and 30 Aug – emails sent to QQ, no reply.
    11 Sep – hastener sent to QQ. Email acknowledged, told ‘end of week’.
    19 and 26 Sep – emails sent to QQ, no reply.
    1 Oct – email sent again.
    2 Oct – 2 x emails from QQ to say the redress would be paid.

    Thank you Sara for this site – I have been checking the comments daily for what seems like forever and it has kept me going. Good luck to everyone else still waiting. Now that I have been paid, I have faith that you all will too.

      • Ruth says

        Sent 3 different emails addresses to ask them for paying me due to my rents arrear action today. I have been calm and patient. Tried to understand I have to be in the order. However, they are not.
        I know they are not bothered. But they paid people who accepted behind me. I am happy with all of you guys. I will update again
        FOS- May 17
        QQ rejected after 8 weeks
        FOS judicatory authorised June 19
        1st offer 09/09
        2 redress 16/09

      • Sam says

        I got paid yesterday and I think it is because I called QQ. I accepted on 29th July and gave my bank details on 2nd August. I got my second redress email last Wednesday, yesterday for the first time I called QQ and spoke to a lovely lady. I was very calm just asked for an update as to when I was paid and mentioned that the 28 days had now passed from when I should be paid. She said she would send an email to escalate it. That was it – at 8pm last night I had 5 notifications from Monzo (my bank) and an email. If it is past the 28 days then they should escalate it. Bypass Enova they are useless.

  29. Veronica says

    Hi, just looking to see if anyone in the same situation or had their case solved.
    I first complained in August 2018, QQ disagreed with abjuctor decision at first ( April 2019) in September they offered £1200 which I refused and now in the queue for final ombudsman decision since September. Anyone in similar situation, how long it look the ombudsman to come with decision? I contacted adjudicator but just same response, still waiting and older cases are being seen first. A year seems like along time, my loans aren’t from over 6 years and seems quite straight forward.

  30. Sarah says

    Hi everyone, my 28 days ran out yesterday. I contacted who dealt with mine and they said give them 30 days, so 29 days in I received my payment today with it the last hour. Hold on tight guys, they’re getting through them albeit at their own pace.

    • Charles says

      That’s good news, Sarah!

      Just a few days left until Day 28 for me. What was the number you have used to call them and what time of the day (seeing how they have call handlers State-side!) did you call them, Sarah?

      Thanks,
      Charles

    • Robert says

      Sarah, did you wait 29 WORKING days or 29 days in general, including Saturdays and Sundays?

      • Sarah says

        Hi Robert, I waited just 29 days in general. I got the email on 4th with the offer which I accepted, but also called them the same day (4th) to confirm bank details. Hope this helps.

  31. Dan says

    I have just given them a call on 08000163114, I am on day 23 at the moment so not over the 28 days. I emailed them 2 weeks ago and received no response so I just wanted to find out what is going on. Tried calling them on their other number (0)20 3859 2760 and it said ‘cannot accept this call’ which is…concerning.

    They don’t seem very clued up over there, I said that I should be receiving my money in 5 days at the latest and she tried to say that the 28 days starts from when they receive my bank details so she said it will be in my account by 14th October. I was not having that as in the first email I received it states;

    “Please be advised that redress is processed within 28 days from the date we receive notification of acceptance, which in your case was 09 September 2019.”

    Then she backtracked and said that i’m only going by the information I have in front of me and she will escalate the claim to the team that deals with it to find out why it hasn’t been paid yet. Don’t expect much to happen if i’m honest, I think she just wanted me off the phone.

    Be warned if you are in a ill state of mental health they can be very rude and abrasive if you call them up, I was putting on my best phone voice and being very polite too!

  32. Cate says

    Similar to Sarah, my 28 days ran out yesterday with no payment, I had emailed last week and was told it was due for payment on or before 1st Oct. I emailed enova yesterday to advise if no payment by the end of the day I would go back to FOS and take it further, no reply and no money so today I emailed the adjudicator at FOS and she replied saying she had contacted enova asking for an explanation to why they had not paid out. Within an hour of this I had the two magic emails and an hour later the money was in my account. Hopefully this reassures some of you that they are getting payments out all be it very slowly. Good luck to those waiting hop you get paid soon.

  33. Sarah says

    40 days after settlement agreement I have finally just received my redress.

    I accepted the settlement 23/08
    Sent bank details 28/08
    Confirmation of bank details accepted 03/09

    I had an email yesterday from another claim handler apologising for delay and that nobody had updated me when payment would be received despite it being over 28 days. I emailed back today stating that it has caused me a lot of anxiety and distress and that the problem is still ongoing and that the ombudsman would be escalating.

    Low and behold, I have just had multiple emails stating refund processed and several payments made in to my account! With £20 more than ombudsman figure.

    Hang in there people! You will get yours! It’s just taking forever.

    Chele if you read this i know we were around the same time frame, I hope yours has come through today also! Fingers crossed for you!

    • GM says

      Great stuff. The key here is to nag them. They initially emailed me asking for bank details and then spent two weeks with emails back and forth as their system was refusing my bank details. Three weeks in, finally their system was updated and my details went in and sayingbit would take 28 days from there. I kicked up a fuss every 3-4 days saying that payment should be 28 days after acceptance according to FOS and today they finally said that payment would be made today! At last!

    • Chele says

      Aaww Sarah I’m so pleased for you, you’ve have finally received your redress 😀😀😀😀 that’s great news, unfortunately not as yet I too have spoke to them again today and emailed them….told to leave until the end of the week….go and enjoy, this headache is finally over ….don’t forget to claim £200 tax back xx

  34. Liam says

    I’ve spoken to the FOS once again to see whether QQ have agreed or disagreed with adjudicator findings, they was given 2 weeks to respond, this was 6 weeks ago.

    The FOS have said that QQ may have replied as the FOS has a backlog of entries to add on to cases as they have a new system.

  35. Juno says

    Heard from my adjudicator today – QQ have not responded to her decision (6 weeks since she made it) so is now preparing for the case to go the Ombudsman. Anyone else in this position? I’m expecting a wait of at least 3 months.

    • Myles says

      Hi Juno,

      I’ve been in the queue for the ombudsman since May but hoping to hear back soon. Hang in there, we’re in the final stages now, it’s just a waiting game.

  36. Phil says

    I’m now into my 8th week waiting for QQ to respond to my adjudicators recommenation, FOS said it is sometimes taking 6-8 weeks

    I asked for an update today and also asked if it would be escalated to the Ombudsman if they hadn’t responded by 9th October and had the following reply

    Unfortunately we are still awaiting to hear from the business.

    Once the eight weeks has elapsed I will speak to an expert to see what they suggest be the best process going forward. That could be to send the case to a final decision, but we generally try to avoid that without receiving a response from the business as they could still agree.

    By sending the case for a final decision it is unlikely to speed up the process for you. We can’t provide deadlines for when final decisions would be made on cases and it is more likely to be many months, rather than days/weeks before you heard anything back.

    I appreciate the situation could be frustrating, but I will be in contact with you to discuss next steps available after the deadline if we still have not had a response.

    I have had 3 adjudicators involved on my case and I seem no further forward, very frustrating

    • Em says

      I’m in my third week with no response from qq. I chased my adjudicator up and received the following :

      I have sent a chaser email to the business today and given then until 08 October 2019 to respond.

      If we do not hear from the business by that date we will send your complaint to the ombudsman for a final decision.

      If you have any questions please feel free to contact us.

      Sooo looking at that message my adjudicator would have only given qq 4 weeks to respond before sending to ombudsman.

    • Jo says

      This happened to me and I said I wanted it forwarding to the ombudsman as qq still haven’t replied to the adjudicator after initially refusing my complaint it’s still in the que

  37. Sam Lade says

    I have been paid . 5x transactions and one email. I have been waiting since 29th July and there was £35 more than expected. Hang in there peeps 😊

  38. Phil says

    There is no consistency with the way the adjudicators are dealing with these cases and it looks like QQ are exploiting this to the max.

    • Phil says

      My point was that based other people’s comments there appears to be no consistency in how long they are allowing QQ to respond before escalating cases.

      I don’t dispute that they are consistent with their recommendations

      • Sara (Debt Camel) says

        I understand it’s frustrating how random the way QQ is dealing with settling all these refunds is. But I am not sure this has anything to do with what FOS are doing.

        I would be surprised if FOS are doing much apart from suggesting that QQ should get a move on. FOS has no direct sanctions it can use. It could force an adjuidcator decison to the ombudsman level, but the time that would take – even if expedited – means the agreed refund will probably have been paid anyway by the time an Ombudsman decsion could be enforced in the courts, so FOS probably thinks there is no point in doing this.

  39. Stephen says

    QQ had until August 20th to respond to FOS adjudicator and still nothing. FOS just keep batting it off saying they are still chasing them. How QQ can get away with it I don’t know?!

  40. N says

    I had my redress come through tonight im a spreadsheeter original offer on the 7th second offer on the 16th. Was worth just over 3k. Got an email to say it would be in within an hour and it was. Complained a couple of days ago because they originally promised to pay within 28days of the 7th then put it back. Not sure if this is why it has come in a little earlier or not.

    Thank you sara for this amazing forum you do a great job with your moderation and advice.

  41. Cal says

    Just had my refund come through just over 11k I’m a spreadsheeter and had email in 8/9 and accepted that day so pleased it’s finally over good luck to everyone and hope you get refund soon and thanks for the website Sarah

    • David says

      Hi Cal. I accepted on the 6th September. It’s now day 28 and nothing so I’ll be on the telephone to my Solicitor first thing in the morning. Did you receive an email off them or did you just check online banking and seen it was there? I’ve been checking on here quite regularly and find it amazing that people who accepted after us was paid over a week ago.

      • Chele says

        Hi
        It’s so frustrating I accepted on the 19th August and still not received anything – sick of ringing and emailing!

      • GM says

        David and Chele, just keep emailing to both of QQ emails and say that you have now sent the case tp FOS as they’re breaching FOS’s 28 days payment Deadline. It worked for me and got paid last night after accepting on the 30th of August.

      • Cal says

        Hi
        My loans dated back over the 6 years ago and I put original claim in 2015 and I received 26 emails and same number of payments saying funds would be in the hour
        And I had emailed and called numerous times to no avail but then suddenly was just in
        Hope you all get your money soon xx

        • Alice says

          Thanks, nine date back to 2008 and I wondered if it was a factor, seems not. I’ll have to sit tight til Saturday.

          Enjoy your money!!

  42. GM says

    Well, this is (almost) the end of a long journey. Started in 2008 with the 1st pay day loan with PDUK, then QQ, Cash Genie, Wonga, 1 month Loan, 247 Money box, MyJar and WDA. Last loan (single) was in mid 2014. Found this site just by chance after searching for info regarding Vanquis ROP refund delays and discovered that I could make affordability complaints!

    For the last 18 months, I recovered nearly £10k (WDA, MyJar, QQ and Vanquis ROP) but missed nearly 2K on PDUK as they went bust on the day they were supposed to respond to adjudicator. But at the end of the day, it doesn’t matter as it’s more than £7k than I would ever have and it has helped me to save towards a wedding and a house deposit.

    Totally Debt free for more than a year, but having the last PDL in 2014 was the biggest achievement that was possible with big spending cuts and sacrifices. At the end it was worth it.
    Sarah, I can’t thank you enough for your priceless help and a donation to a debt help charity is on the way.
    To the others, just be persistent and keep fighting!

  43. Hollie says

    I had an email from Pounds 2 Pocket support last night (I’ve never had loans with them, only QQ) –

    ‘The loan funds we issued to the bank account you provided have been returned.
    Please contact us and confirm your bank account information.’

    I called and it looks like QQ sent my refund to the wrong bank. I checked my acceptance email and I definitely sent them the right info, but the agent took my bank details again and said I should receive my refund in 48 hours max.

  44. Alan says

    I have recieved an offer from QuickQuid and listed it as below:

    ● Interest and fees eligible for refund: £ 1088.75

    ● plus 8% statutory interest £ 572.29

    ● less 20% withholding £ 114.46

    ● Total Owed to you £ 1546.58

    ——————————————————————–

    ● Total Waiver Amount: £ 1103.28

    ● Total Refund Amount £ 443.3

    ——————————————————————–

    ● Total Outstanding balance after the redress: £ 0

    What us this waiver???

    • Sara (Debt Camel) says

      It is probably the balance you still owe them – does that sound correct?

      How many loans did you have from QQ and how many are they offering to refund?

      • Alan says

        I had about 7 but they listed 3. I accepted in principle there offer but then this waiver cropped up. I spoke to the Ombudsman today and they want to take up my case. My outstanding loan was 945.50 which I expected to have to have taken into account. But the waiver amount is 1103?? This could be a pounds to pocket loan but lowell wrote of the balance when I queried it. This has become a real nightmare. To add to this I had an email tonight saying they are paying my refund into my account in the next 24 hours. Of what 443 or 1546. They did say “The balance waiver
        will be automatically applied to your account once you notify us that you accept the offer” Is this making any send a to you????

        Alan.

  45. Colin says

    Good to see so many people getting their cash back.

    I just received this from my adjudicator this morning (he’d ruled in my favour) over a number of loans however QQ rejected his findings.
    Dear****
    Thanks for your email.
    Because we still don’t have a response from the business I will prepare your complaint to be seen by an Ombudsman who will make a final decision.
    I will keep you updated on progress and contact you if I need any additional information.
    Yours sincerely,
    *******

    I’m assuming that this will take a while now to be assigned to an Ombudsman?
    Would be nice to have this sorted before Christmas.

    • Jacob says

      Hi Colin,

      You might be pushing it to get it fully resolved by Christmas. My riginal complaint was July 2017. Adjudicator made their decision in April 2019, Rejected by the business and put in the ombudsman queue July 2019. I rang up yesterday and was told it was still awaiting an ombudsman to pick it up. I asked how the cases were picked up. i.e was it date order based on date of original complaint?. I was told that it was done on date order but by date it was placed in the queue for an ombudsman. I am hopeful that it shouldn’t be too much longer as somebody posted on thye main forum on this site that their case was put in the ombusdman queue in July and they recieved an ombudsman decision at the end of September. Hopefully with all these ‘spreadsheeters’ now being cleared it will speed up things with the FOS.

      • Colin says

        Cheers mate, thanks for the info, having waited this long I suppose another few months isn’t going to kill me.

        Thankfully I’ve got my finances back in reasonable shape over the last few months so the money isn’t a necessity but will be a welcome boost when/if it eventually arrives.

        All the best to everyone else with their ongoing claims.

    • Sean says

      I’m waiting on £1,080 back and I could garuntee all of redress that they will now accept your offer.

      People need to remember that QQ are a business and businesses are here to make money.

      The longer they keep hold of our money, the more interest they make on OUR money.

      I’ve worked for businesses in the past that operate this way and this is exactly what they’re doing.

      They will drag it on for as long as they lawfully can.

      As your complaint will be sent to an ombudsman, you’re adjudicator will come back to you saying QQ Have now changes their mind, blah blah blah.

      I’m still waiting for an email to confirm they’ve received my bank details, despite them already updating this on the system.

      Laws needs to be changed to stop these companies from doing this with OUR money.

  46. anthony says

    Good luck with getting this sorted before Christmas,My original Claim was March of this year,both adjudicator and ombudsman ruled in my favour, adjudicator in May and the Ombudsman in July….and i’m still waiting..

    Ant

  47. Sara says

    Email to Enova on 16th Sept 2019 acknowledging my acceptance and another confirming my bank details on the 24th Sept. Money has just gone in my account today-All of it

  48. Scott says

    Just wondering if anyone is in similar situation to me qq disagreed with adujactors decision. Was waiting to be picked up by ombusman. Qq then changed their mind on the 20/09/19 and fos informed me they now agree so I told fos I agreed the settlement they then informed qq of my acceptance same day. I sent two separate emails to confirm my bank new details no reply as of yet. So decided to phone yesterday to update bank details over the phone only then did I have email saying bank details had been updated.

  49. Gareth Spanswick says

    Just received email stating funds would be in account with breakdown of what I was getting. Refunded me £75 which is now in my bank. (The offer I refected) Should of been £4500.
    I rang up and the lady put me on hold and said she was going to walk to the department to check.
    Thank God was an error and she couldn’t apologise enough and told me she would be ringing if she was in my shoes, she has assured me it will be corrected and put into my account today.

    • Gareth says

      After them giving me the first amount of 75 which was 4500 less and ringing them to complain. I’ve just recieved a lot of emails saying funds will be in my account in the hour

      Accepted on 8th September :) hopefully this is now all over

      • Alice says

        Fantastic news!

        I accepted on 7th September, feeling really disheartened for myself but so chuffed for others

        • Gareth says

          Get onto them, say 28 days is up un saturday and as we ain’t seeing refunds over weekends that you expect to see the refund by the weekend or you’ll be contacting FOS

          • Alice says

            I have.

            I contact them every day, various emails and phone numbers in case I happen on the right one! Tried the 0561515 one this morning

  50. Nat says

    I accepted on 3/09 still not heard a peep getting really annoyed anyone have a proper phone number i can use or an email address to get a reply quickly

  51. Kyle says

    You must be so relieved! I accepted on the 11th, so they still have a few days. I just want it to be over now :(

    • Alice says

      Shame they aren’t working for me 🙁

      I’m sure there’s something wrong and I’m not going to receive mine. I’m so pleased for everyone but can’t understand why I haven’t received mine.

      Fingers crossed it’ll be tomorrow, the last of the 28 days

      • Lindsay says

        I also accepted on the 9th and am still waiting for payment. I make 28 days to be Monday so fingers crossed we all get paid by then!

  52. KK says

    Just received 23 emails at 16.45 funds available in one hour. Just checked and full refund!! So happy to be able to pay my mums funeral bill 😭Good luck Guys who are still waiting x

  53. JayR says

    Rather pleased to announce that they were true to their word, and payment has been received. They do not appear to be intentionally withholding, rather they are very very busy. A colleague in the industry suggests that they now wish to brush this under the carpet and carry on with the business in a responsible manner, as at the end of the day it will remain profitable for them. Here’s hoping that this is the case and that they continue with their refunds. Wishing you all a happy outcome.

  54. Sharif Ali says

    just had news yesterday quick quid have sent offer, to the FOS to settle, I just replied to them to accept, as it may take longer for the obdusman to take a look at it, the offer they have made is in line with the adjudicators decision,

    Would this have been the best thing to do or wait for the ombudsman for a higher settlement, the loan charges for from (3-9 will be paid) from a total of 10 loans, plus they will deduct what I still owe them.
    1,019.54 interest charges
    8% interest £539 loans were taken in (2011-2012 period)
    107.81 TAX
    I HAD OUTSTANDING £500

    AMOUNT THEY OFFERED 950.78

    MINUS

    • Sara (Debt Camel) says

      The Ombudsman usually agrees with the adjudicator. unless there is a reason you think the adjudicator is wrong and extra loan(s) should be included, I suggest you accept

  55. Oracle1985 says

    Day 28 arrives no refund.
    Ring the Enova number get told they are processing refunds in order (not true) and their aim is to pay within 28 working days (never mentioned working before). Lady on the phone says the FOS department is different and separate to Enova and gives me an email address to email. Ive already had three unanswered emails already sent there in the last week so explain to her I’m not overly hopeful. Check list for today – email adjudicator and ask to chase, email every QQ/Enova email address I have asking why they haven’t adhered to the guideline set by the FOS. Yes they are busy, yes they have a backlog but it doesn’t take a calendar month to load even thousands of details to arrange payment. Next step will be further FOS complaint as they have not treated me fairly and sympathetically as per FOS guidelines.

    • Ruth says

      I do understand you completely how they treated us. They never mention 28 working day before. I still waiting for with no sign of replying. I am trying to be patient even though my circumstance is not very good. It is so stressful and emotional situation. I am happy for everyone who received refunds before me honestly. You are all similar circumstances otherwise you would not borrow from payday loans and got trapped for long time like me.

    • Dan says

      This whole ‘working day’ thing is complete BS, they said in my emails it was 28 days from the date of acceptance, 28 calendar days. They gave me the same line about working days when I called them up and after pointing out that they’re contradicting themselves they said they would escalate it.

      • Chele says

        I’m on day 36 and still no refund! Adjudicator has raised – told them to get in touch with me they have not done rang, emailed everyday get fobbed off – getting pee off to no end!

  56. Alice says

    I phoned this morning and supposedly it has been escalated to management. I find that rather hard to believe. We shall see.

  57. Mike says

    Anyone been paid today? I am nearly day 28 and was hoping that I may be included in some payment batch run this Friday/Saturday. I know a quite a lot got funds last weekend.

    • k says

      I’m still waiting – non-spreadsheeter – accepted 13th September, day 21 now!!

      If they are processed from America it wont be till this afternoon as they are 6 hours behind us I think so 2pm here is their 8am.

      Fingers crossed there are some payments today :-)

      • Elllie says

        Hi k, in the same situation as you 3 days behind. Accepted adjudicator decision on the 16/9 after qq had agreed, contacted them to update bank details on the 17th and had confirmation of bank detail update, sent maybe 6 emails requesting follow up but no response from them. You try and call and you just get told they have up to 28 days it may be before… reading peoples comments I think this is not true… can anyone advise about dates of payments being received? Is it normally end or week/ weekend? Happy to hear about the people already in receipt of their money…

        • k says

          yea I called them the same day (13th) to confirm bank details fine – never received a confirmation email, emailed that about same amount of emails and get no response, rang and told the same to wait 28 days…driving me mad as seen on here that people who have accepted after me and received refund….don’t know how it works…happy for everyones refunds…hopefully some more get some today :-)

  58. Lil says

    I called again today to chase payment and he said mines in cue to be done with my case worker but hopefully should be done in next few days. I accepted 30/8 and confirmed bank details 6/9. I’m starting to think they are not paid in date order overall as they have more than 1 person working on this and they all have their own cases to work through and maybe some case workers are getting through workload quicker. It appears my case worker hasn’t got to end of August/ beginning of September yet. And no way off speeding payments up even when I explained my situation. This explains why some people are getting paid before 28 days. 🤞 we all get paid very soon

    • Andrew says

      I would not over think this if they have already worked out your figures and know you are happy to accept their offer then your case worker has no work to do. The reason we have not been paid as a group of accounts are crunching numbers to ensure that these payouts have minimal affect on their business making sure they have not got any red columns. Also I believe behind the scenes they are working on an exciting strategy, posibbly trying to split the UK business away from the rest of their other business. As other companies go to the wall then this gives FOS greater resources to settle cases against them, giving them a snowball of complaints gathering in size and speed. They are trying to control their snowball, in the hope they can disown the snowball or in some way come to an agreement with FOS regarding the liability they can have. It how Americans settle these cases.

  59. Tracey says

    Hi,

    I’ve been reading about all the payments finally being made, and it’s good to see.

    I initially complained to QQ in May 18 and they refused my claim in July 18. So I sent it off to the FOS and it was investigated in August this year and upheld. My adjudicator told QQ who accepted this, and offered me just under 6k on 28/8. Since then – nothing.

    My adjudicator said to wait 28 days, so I emailed him this week and he’s asked them for an update, but I haven’t heard back from him yet. I’ve used the email addresses on here to send a few emails to update my bank details anyway, but haven’t had any replies.

    Just for info:

    I also complained to Payday UK and that was picked up by the FOS in Nov 2018, but not upheld. I was disappointed because those loans were at the same time as the QQ ones and under the same circumstances.

    I also complained to Wonga who offered me £750. I thought this wasn’t nearly enough so sent that to the FOS. Not long after they folded, but have now assessed my refund as nearly 5k. However, I don’t expect I’ll get much of that.

    Good luck to everyone still waiting for your payments. I hope it’s all completed soon.

  60. Alice says

    Has anyone had any positive news today?

    I’ve phoned twice and supposedly it’s been escalated as the 28days have now ended. I’ve lost hope though, I don’t think I’m getting my money. I don’t know why, when others have.

    I do feel sorry for the people answering the phones.

    • oracle1985 says

      Day 28 Finally I get my refund or so I thought……………..I get the you’re getting paid in one hour email. Then £125 lands into my account with a ‘we have to send the rest via bank transfer within 7 to 21 days’ (remaining £1000) I don’t know whether to laugh or cry. I remember someone else having this and the money arriving in a day or so? Anyone had same experience? (non spreadsheeter)

      • Ruth says

        American money travels slowly across the ocean. I am happy for you at least you will get it xxx

      • Rob says

        I had an email 3days ago saying we have processed refund but can take 7-21 working days. No sign of it yet for me

    • J says

      Accepted on 7th September replied on 7th September but case handler updated on 14th so now saying 28 days from 14th as that’s when he put bank details on system.

Recent articles

Help with your debts

Recommended places for debt advice

Get an email after a new article:

Follow on Instagram & Twitter

About Debt Camel

This is the personal website of Sara Williams.

More about Debt Camel.
Privacy policy and Comments Policy
Contact (not for debt advice)