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
Robert says
Hi guys,
My journey with Quick Quid and has been finished. I received an hour ago 15 e mails and a moment ago 15 different amounts of money have been transferred to my account. All together £ 7533.09 which is £20.19 more than initial agreed refund.
I accepted the offer on 16/10/2019, the entire process took 13 months all together.
Thanks a lot for great co-operation in here and good luck with your refunds. I am sure you all will be paid soon!
Thanks a lot Sara for this great web site. I came here in June last year by accident. Thanks to you and all the information in here I managed to get back nearly £11,500 from Mr Lender, PayDay UK and Quick Quid. Good luck guys!
Robert
Ruth says
Great new!!!
Alice says
Great news Robert, enjoy your money!
Trevor says
The money has finally landed get in there about time aswell! I hope everyone gets their money back it’s a long time overdue. 3k in the back banger will do nicely before Christmas but most of all the main thing is that this ordeal and waiting about hoping something will happen is finally over!
Good luck to everyone who’s still waiting and I hope you get what you’re owed!!
H says
Alice and Ruth I think we’re all in the same boat. Accepted 9th and still waiting. Im a spreadsheeter. My best friend (who sent all details off for the initial claim and the same time as me down to the day) accepted his offer on 7th, got a counter offer on 16th, and got paid last Saturday (28th). So it’s pretty clear they’re not working ‘in order.’
I’ve just spoken to a lady at customer service who said she’s been informed of further delays in issuing the refunds, and apparently there is an ‘escalation sheet’ with many people listed.
Think we might be in for a bit of a wait yet, although I hope it’s not the case 😞
Ruth says
People who accepted later than ours already received their refunds as well. I am trying to be calm but they treated us unfair and random. I hope us will get soon 😩although I am happy for everyone. At least we know QQ is paying. Let’s hope for this weekend x
H says
I know it can be so frustrating, but I’m very happy for everyone who has received theirs, I’m sure it’s been a nightmare process for everyone and we all just want to close this chapter. Fingers crossed we’re next on the list. I think they may do another batch of payments late night/early hours tonight x
Alice says
I don’t think I’m going to receive the money. This all dates back to 2008 for me. I have less than £3 in my bank and they owe me over £4k.
I’ve emailed the adjudicator and copied in all the qq emails I have, I just don’t know what else to do.
H says
You are Alice I’m sure of it. It makes zero sense for them to make you an offer, only to take it back because of how far back the loans were. Some of mine went back to 2011, so way past the usual ‘6 year’ mark they slap on there. They won’t do that if they’ve made you an offer, they can’t.
I do think some more payments will be made tonight/early hours though x
Chele says
Me too Alice ….I’m at day 36 and absolutely peed off that people are getting there refunds before me who are way behind me! I’m truly have then opinion that I will and won’t get paid I wouldn’t mind I not waiting on much – I’m sick to the back teeth of my ringing and emailing and getting nowhere, the adjudicator has been involved- but I very much doubt they will act on it – I’ll will be taking a stand and not getting off the phone until it is sorted!!!!! Enough is enough!
Alice says
Me too. Any ideas if they’re open Saturdays?
Chele says
They must be as my bank details got accepted on Saturday 31/8/19 after a least an2’week delay!
Christine says
Enova are not available Saturdays… I’ve called and they tell me I need to email (pointless they have never replied to any of my emails) or call back on monday … QQ answer on Saturdays but all they can do is update bank details etc and email your case handler
Mr T says
I’m still waiting too ( spreadsheet person / fos letter 07/08 ). It really is a guessing game as to when people get paid!
Lil says
Hi. Finally just received 3 emails saying the money will be in my bank within the next hour. Hopefully you guys will get yours tonight aswell,
I accepted offer 30/8 and confirmed bank details on 6/9.
G says
Just received this?
“Thank you for your email. My apologies if you haven’t gotten an update. Please know we are working diligently on processing all offers. Your settlement offer will be processed as a priority, in order and on time. Please know multiple emails could delay the process. “
Anyone had this?
Annie says
I had the exact same email 2 days ago, 28 days are up tomorrow so hopefully I wake up to a surprise in the morning as last week they paid out a lot of folk Friday into Saturday.
Kassi says
I received the same today after sending them an email for an update, usual generic reply from QQ.
I’m on Day 28 and on the spreadsheet almost two years after complained to FOS. There seems to be no time frame, just making random payouts and definitely not doing it on date order.
But I’m happy people are finally getting their closure x
G says
Hopes were up when I recurved that today but
Can’t see anymore payments this weekend tho
Daisy says
I wanted to post as this page was really helpful when I was looking for info. Dec 2018 I complained to QQ and got a flat no. I send it straight to the Ombudsman and heard nothing until a phone call at the end of August. He was great I gave him all of the back story, he then decided to investigate from 2009. His decision came early Sept and he upheld my complaint which covers from 2009 through to 2014 and 18 loans. On Monday he received agreement from QQ to issue a refund and I signed the agreement and gave payment details yesterday. I will keep you posted as to how long it takes. I wanted to give people a idea of how long the timeline is.
Calm 1 says
Hi Daisy, just goes to show the randomness! My dates are similar to yours – Dec 18 to QQ, January 2019 to FOS, adjudicator held in my favour in August 2019 and QQ needed to respond by late August.
The adjudicator told me there has been no reply and I am in queue to ombudsman.
Just makes me think QQ are sat there with machines from Camelot drawing up the next lucky or unlucky punter!
Definitely not calm now!!!!
Daisy says
That is random, how they can decide to not respond to the adjudicator is beyond me. That should be an automatic fail and straight to having to refund.
I am worried that it will be a very long time to receive any payment and only half the battle is done.
Good luck and keep me posted!
E says
Same here Calm 1. QQ refused my claim back in May 2018, sent to FOS August 2018 and wasn’t picked up until end of August 2019. QQ haven’t responded so looks like it’ll end up going to Ombudsman. I assumed as mine is quite a large claim (around £6500) and loans over 6 years is why QQ haven’t responded and are drawing it out as long as possible
Myles says
My adjudicator decision was rejected by QQ in May and just went into the queue in August 2019 (apparently it was waiting to go into the queue but I have feeling it’s because my original adjudicator left). It’s now in the queue waiting to be assigned. I received a letter on Saturday morning saying that it would take another few months so hopefully I’m near the end.
Graham says
I just got a load of emails this minute saying money will be in my account within the next hour! I was a spreadsheeter on day 26!! Hang in there they will refund you! I rang them 3 days in a row and spoke with a manager who escalated it. Reading on here it had gone over the 28days for some figured I would starting hounding them now. Looks like it worked. Just over £3700! I hope the dont refund £75 like they did by mistake for someone else on here!
Alice says
Brilliant news for you well done.
I don’t think it’s the hounding that works. I’ve been phoning and phoning, emailing and emailing, Day 29 and I don’t have the £4,000 they owe me. I don’t think they’re open on Saturdays, I can’t get through on any lines so I wonder who processed your payment!
N says
Hi Alice I disagree I think kicking up a fuss does work. My tactic was to be nice but firm say that you arranged to make a very important payment on the 28 day mark which you haven’t been able to make and it is now causing you severe financial issues. Follow it up with an email. I know some people have been paid earlier because of it and I do believe I was as well. Maybe you need to get through to the right person so just keep trying!
Alice says
I don’t see how it can work when I’ve phoned every day for a week and sent plenty of emails.
Or it does work and for some reason I’m being singled out for them for extra poor treatment
Chele says
You are not in your own Alice, I’m on day 37 and still no refund, I have emailed every day, explained that it’s not acceptable! My adjudicator has also contacted them….I too have rang every other day and STIL NOT BEEN PAID…..I’m only waiting on 700.00! It’s getting beyond a joke …peed off with it (but like you Alice)
Sara (Debt Camel) says
If I had to guess, I would say there is simply a large random element going on. The staff would gain nothing by singling you out for poor treatment. Hang on in there, you are going to get paid!
Oracle85 says
I finally had some luck when I explained I was past my 28 days and got put on hold and a supervisor was called. Transferred first part of my refund last night and hopefully will get the rest today. Call the Enova number in the afternoon. UK guys are useless
Alice says
The 0800 0163114? I call them. I feel like I’ve been singled out by them to be treated badly and I’m being laughed at. I don’t understand why everyone else is getting their money. I’ve been in tears and I think I need to step away from this.
It doesn’t mean I’m not happy for you all, just to be clear.
Mr T says
I got an email Thursday and basically because they got wrong amount in first email ( corrected on 15th sept) they are taking it to the 28 days after that 2nd date. I don’t agree with their timelines as they should stick to 28 days from original offer date as their error but i will have to hang on for now. I have no idea if they prioritising those who shout the loudest but I have been waiting over 2 years so another week won’t make much difference for now.
‘Thank you for your email. 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 diligently working to get this processed to you. Due to the high volume of requests, your settlement offer will be processed as a priority and in the order in which they’re received, but within 28 days from the date of your acceptance of the most recent settlement offer on 17 September 2019.
Ruth says
So we do need to wait 28 days from the 2nd they did mistake. 🙄but someone already got their refunds. QQ can say anything that will benefits their business.
We only can do is wait 😞. I hope we will get the money.
Scott says
Been waiting since confirming my bank details on 13 September. It’s day 22 of 28 today. Have rang twice and had the standard 28 day chat.
H says
Submitted a complaint to QQ Beginning of Aug 2019, QQ took full 8 weeks to response and come back with £0 redress figure. 15 Loans it total, Lent £6000, Paid £4000 interest between 2015 – 2018.
Submitted complaint to FOS same day.
How long does it generally take for an adjudicator to pick up a case?
Cheers
Kyle says
I complained in June 2018, QQ said they wont upheld the complaint in July and adjucdicator picked up the case in July 2019, it takes agggeess :(
E says
It seems to vary. Mine was submitted to FOS in August 2018 and wasn’t picked up until September 2019. Good luck x
Sara (Debt Camel) says
Past history isn’t much help here. There were delays of years whilst QQ fought against various sorts of ombudsman decision (over 6 year loan, post 2015 loans etc). Now QQ has – or should have! – stopped the blanket objections so the very long timescales should be a thing of the past. Also they are in the process of settling several thousand cases already at the ombudsman at the momnet, so this will free up FOS resource to get new cases through quicker.
Myles says
I received a letter from FOS today to say that my complaint is still in the queue for an ombudsman and that it will likely be another few months before it gets looked at. The way that casheuronet have rejected complaints is ridiculous and made a mockery of the system. Hats off to all the FOS staff who have to deal with these jokers.
Jacob says
Hi myles I received the same letter on Friday. Could I ask when your case was put in to the queue for an ombudsman to pick up? Mine was July 2019. Cheers
Myles says
Hi Jacob,
The adjudicator decision was rejected by QQ in May but apparently it was waiting to go into the queue until August and only entered the queue then. I submitted my complaint in September last year so I’m assuming it’s a standard letter that gets sent out after a year.
I just can’t wait until this is all over, it’s wrecking my nerves.
Yvonne says
Same boat here Myles sent complaint October 2018
Adjudicator decision upheld June 2019 rejected by QQ now in que to go to Ombudsman. Received same letter Friday. What’s the chance Ombudsman doesnt view the same as adjudicator???
Daisy says
I thought it was 90% that I had read. Part of the FOS’s issue with QQ is that they want them to learn from past rulings. So unless you have an edge case or it’s complicated I would imagine the Ombudsman will take the same view as the adjudicator.
Yvonne says
Same boat here Myles sent complaint October 2018
Adjudicator decision upheld June 2019 rejected by QQ now in que to go to Ombudsman. Received same letter Friday. What’s the chance Ombudsman doesnt view the same as adjudicator??? Sarah why are they still rejecting adjudicators decisions when that decision has obviously gone through numerous reviews??
Sara (Debt Camel) says
“why are they still rejecting adjudicators decisions when that decision has obviously gone through numerous reviews?”
For any individual case there could be a good reason why QQ don’t think the decision is right. But this is happening to too many cases – I think FOS and the FCA would like to know the answer to your question!
David says
Yesterday being day 28 I contacted QQ Final Resolutions Team and spoke to a lovely polite American lady who said she would now escalate it to higher management. She was so helpful. So I have just checked my emails and bank account and nothing still. I gave the Resolutions Team another call 10 mins ago and once again spoke to a very helpful and polite American lady called Christie and she said there was indeed a note on my file to say it had been escalated but unfortunately the people who deal with escalations do not work weekends. She apologised about the fact I wasn’t told that yesterday and said she would also escalate again for me and that hopefully my refund will be dealt with as a matter of urgency on Monday. I must admit that she was genuinely a very nice person to deal with. It must be hard for them in the call centre taking hassle from customers when it’s not them we should be so annoyed with. In my opinion, great customer service. Do they actually pay out on weekends anyway? Does anyone know?
Ruth says
They did last weekend
Ruth says
Can I have the phone number please I need to phone on Monday
David says
This is the number I called Ruth 0800 016 3114
Kyle says
Did anyone recieve their refund today?
Paul says
Nope. 2 years 2 months and counting since i complained, 28 days after acceptance has now elapsed, refund was promised within 28 days. 5,900 owed. No sign of money, support are not replying to my email. My advisors say to wait another 5 days then they will begin chasing.
Annie says
Same here the whole process has been ongoing for 2 years and now they are over the 28days to pay out. I’m at the end of my tether and don’t know what to do next if payment is not in on Monday. Should I chase up QQ or go back to FOS?
Sara (Debt Camel) says
Both.
Chris says
Just an update for those interested: Adjudicator ruled in may favour (started my complaint in May 2018) for loans 7-31 (nearly all over 6 years old) in June 2019. QQ rejected at the end of July 2019 stating that because I was in a DMP I should have realised I could complain earlier. Now stuck at the FOS waiting for a response from them to that point. Have rung the FOS every few weeks but seems the thing is still stuck at this point. Frustrating. Good to read the good news stories on here though.
Charles says
I’m joining the over-28s club, with deadline for refund being today. I’ve chased them in an email only a few days ago, and received a response to say that it will be paid by day 28. Frustrating and disappointing to say the least, and I’ll now join the chasing pack, emailing and calling daily, starting with a phone call to FOS on Monday morning.
Charles
Chele says
I’m in the over 40s club!
Fed up
Sick of getting no way when you ring or email
The FOS unfortunately will leave to the business to get in touch with you! Not much there can do either to be fair!
My adjudicator has been in touch with them twice and it’s made no difference!
Waiting Game! Which is so frustrating and it’s playing havoc with my anxiety of the not knowing when and if you going to get paid!
G says
40 days since accepting offer?
Chele says
No since accepting my bank details, offer was around the middle of August, bank details confirmed around near the end of August! Im only
Waiting on £700 so not much – but still waiting!
david says
may be acting a little pedantically here but if the process takes over 28 days from their settlement figures, surely they then owe you more interest; isn’t it calculated monthly?
just a thought.
M says
If the interest was at the QQ apr then after a two year wait I’d be able to pay my mortgage off!
G says
Must be loads and loads of claimers due this weekend, QQ and FOS phones will be red hot tomorrow
A says
Yea…plus lots and lots of case handlers speaking to people and replying to emailes instead of processing payments. Brilliant.
Charles says
To be fair, I don’t think there were that many people on here who were due to be paid on or around this weekend. Technically, all of us on that (in)famous spreadsheet should have received offers within six weeks, so by September 18th at the latest.
Assuming all these offers were accepted the very same day, we add another 28 days by which the business must settle and get to October 16th. Give or take another 28 days for anyone who hasn’t submitted their bank details on time, and we get to mid-November, this is when every single one of us on the spreadsheet would have to be settled by.
Charles
Deano says
Some of us on the spreadsheet were never sent an email. And can’t get answers from anyone. Work all day and can’t spend endless time trying to get through to people who don’t have a clue to why. Emails go unanswered as they’re dealing with people emailing every day since acceptance
Alice says
Deano do you mean you never received the redress calculation email? I’d go back to the FOS if so
Deano says
I have two weeks and waiting for action there. They are also inundated with quite a lot of people in same boat. Apparently there is another spreadsheet of people needing action. Growing all the time. Hopefully hear this week. Did change bank details 16 days ago so might at least be quicker. Who knows. Thought being on spreadsheet would be end of it but no.
A says
If anyone here is under 28 days, please be patient and do not keep emailing/calling them. Some people are going to receive life changing amounts and do not appreciate other people jumping the queue or holding up things. Thank you.
Annie says
If people choose to email or phone then that their prerogative, they may not be at the 28 days since accepting but possible have been waiting years for casheuronet to play ball and are depending on this money for various reasons. I personal put my claim in over 2 years ago and am now also over the promised 28 days for pay out which I do not believe is due to others phoning up, as the department making the payments does not accept calls. So for all you lucky folks that accepted after me and have been paid then I am delighted for you, my day will come soon.
A says
I have been waiting over 2 years and it is a life changing amount. The sooner I get the money, the sooner my life gets easier. I am certain there are others waiting for more than me as well. Myself and others have been waiting patiently. I just wish people would do the same and think of others. Believe me, I will contact them if it goes over the 28 days, but until then I believe patience is best.
Ben says
This is what i’ve said several times. I’m not at my 28 days as of yet(will be next week tho) so will not be wasting any resources on Enova/Quickquids side by phoning and moaning about not being paid, until i hit my 29th day.
They’ve probably heard every story under the sun and unsurprisingly, based on the comments i read here, those stories fall on deaf ears. Which isn’t remotely surprising. It’s VERY clear from reading this site on and off for the last month or so (from when i accepted my deal) that they’ll wait out the 28 days and then make payment when pushed. If anyone has come to a different conclusion they should go back and read the last few weeks of comments and you’ll see this trend is very evident.
QQ have 28 days to pay, calling up a week after you accepted saying your house with an aggressive tone, or an obvious sob story isn’t going to speed up your payment. Additional to this, why should anyone get paid before others who have patiently been waiting for the 28 days?
A says
Well said Ben.
David says
Tomorrow for me will be day 31 without my refund. Even though I was told by my claim solicitor, the FOS and indeed QQ that it would be paid within 28 days of 6/9/2019. Why say that and then not adhere to their own words? What sort of action do I take tomorrow morning due to them breaching the 28 day deadline? Any advice appreciated.
Sara (Debt Camel) says
Tell your adjudicator.
David says
Today is day 31 for me. What is the best email to use to contact them as I’ve seen so many different ones. And what would anyone suggest is the best approach to take now they have breached the 28 days?
Sara (Debt Camel) says
Tell your adjudicator.
Ruth says
We should thank you every comment here because they are updating us even though they complained , got refund early or late. At least I have someone here in the same situation and read their progress instead of sitting and waiting on my own. Now I am on 29 days. Still no sign of payment
John M says
Also on 29th day Ruth. I spoke to QQ / Enova on Friday and they said if nothing paid by tomorrow to chase them…. Will give them the benefit of doubt until tomorrow
Ruth says
Thank you so much John 😊
Dan says
Hello all,
Glad to finally be posting this, accepted on the 9th and just had an email to say funds will be in my account within the hour. I’m day 28.
30 ish quid more than I was expecting too, appears to be a little bit more interest.
Ruth hopefully you get something today too as you accepted the same day as me.
Lindsay says
Oh that’s great for you Dan so please to hear.
I also accepted on 9th so I am on day 28 now, but have heard nothing yet, crossing my fingers it will come today but trying not to get my hopes up!
Ruth says
Hi Dan
I am very happy for you really. I still wait for mine at the moment 😊. Stay calm and wait if not I will phone tomorrow. Although my situation is on 🔥 😬. Finger cross
Kelly says
Im so pleased for you both I have just got day 29 and nothing yet 😣 xx
Alice says
I’m Day 30 and nothing. Pleased for you Dan, glad it’s over for you
Liam says
Reading the comments, I’m glad to see so many people finally getting sorted.
I’m not that far down the line yet, the adjudicator ruled in my favour and gave QQ 2 weeks to respond, they did not respond.
My adjudicator has now given QQ another 2 weeks to respond before escalating to the FOS for a final decision.
Anybody here in a similar decision?
Ash says
Qq were supposed to respond to my adjudicator on 26 August, they asked for a week extension to the 4 September, they still haven’t responded and my adjudicator has just said qq are receiving so many complaints and emails that they are giving them more time and he will be in touch with me as soon as he hears from them. I’ve called qq twice to remind them they’re over the deadline and they’ve just said they will escalate it. Haven’t got a clue what’s going on!
Kim says
Exactly the same – my adjudicator quoted that QQ are very busy and will give them a further two weeks to respond (deadline was today) frustrating at best
Greg Sheard says
I’m on day 29 now and no luck for me yet
G says
Me too. Hopefully hear later or tomorrow
Ruth says
So many hope give me🙄hope we get soon. Only lucky people will be picked. Not really in the order or 28 days frame. Only random picked
Annie says
Anyone have the best number to contact casheuronet about refund as I am now on day 30 since accepting and they haven’t replied to the emails I’ve sent. Thanks
ClaireR says
These are the numbers someone else posted a few days ago
0800 0561515 is qq
0800 0163114 is Enova
resolutionsResolution@quickquid.co.uk
Foscomplaints@enova.zendesk.com
David Dickson says
Hi
Just confirmation that QuickQuid have paid on day 28 of their outlines time schedule. I’d say to people to be patient, if your adviser 28days and you are still within that time frame then there is no point chasing. If you are over your 28days then you should be contacting them and explaining this whilst also contacting your adjudicator.
Thanks again to Sara and I’ll be making a donation to my local CAB office as part of my thanks
David
Sara (Debt Camel) says
Appreciated!
Greg says
I wonder if my story on Panorama helped push this along haha even though I’m still on day 29 but it was a couple of weeks after it aired that QQ finally decided to start doing this :)
Oracle 85 says
Still believe I have the strangest QQ experience. Day 28 was friday get a string of emails telling me I’m getting paid fantastic news. Only receive £125 of £1100. Then get an email to say rest will be by bank transfer and will take 7 to 21 days bad news!Then receive an email an hour later saying dont worry you will receive the other 950 within 24hrs good news! Then dint receive any money since friday! Ring up QQ today and casually get told dont worry we will look into this for you and will come back to you but might not be today! Honestly I cant stop laughing
Sara (Debt Camel) says
It’s good to have a sense of humour at times like this!
Matthew says
Day 29, just called to chase payment and now told its 28 business days. These guys are jokers, nowhere on any correspondence does it state 28 business days. Just want this over and done with now!
Annie says
Well I have an email from them clarifying that it is not business days but 28 day total. I am on day 30 so phoned today and they are trying to say my 28 days are from the 17th sept and not the 7th, I also have proof that it is the 7th on the same email. They said it would be escalated to the case handle so god knows how long they will take to get back to me. So sick of the whole thing and can’t wait for it to be over! Lies after lies and the right hand has no idea what the left is doing!
Annie says
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.
j says
That’s what they said to me received on 7th September excepted 7th and they said cause they updated bank details on the 14th even though I replied on 7th it will be 28 days from 14th.
Mike says
Depends on who you speak to. Some have been told its 28 business days and some just 28 days. Some have been told its 28 days from acceptance some 28 days from updating bank details.
I know some people on the forum have said we shoud just wait and not hassle them with calls and emails but its difficult to just sit back when you are not being told the truth.
I accepted on the 11th, bank details updated on the 13th, I cant get a straight answer out of anyone. Its all very frustrating!!!!!!!!!
ClaireR says
Just had email from FOS to say QQ have agreed to their findings.
They took a week longer to get back to adjudicator, who chased them up
this morning (he had been on holiday last week when their time was up)
Will now see how long they take to pay, but judging by everyone elses
stories on here, I am not holding out for a fast turnaround.
Timescale – Complaint raised with QQ directly in April 2018
Rejected May 2018
Sent to FOS August 2018- on hold as loans over 6 years old.
Picked up by adjudicator End of July 2019
Sent their findings to QQ 17th September 2019 – given till 1st October to respond.
Agreed to FOS findings on 7th October 2019 – Accepted.
phil says
My case has very similar timelines yet my adjudicator has allowed QQ 8 weeks to respond, nothing from QQ yet and the 8 weeks is up on Wednesday.
When i asked for an update last week the adjudicator said he wasn’t sure what would happen if there was no response which doesn’t instill me with confidence
I wish there was some consistency in the way adjudicators are dealing with cases as I’m sure QQ are taking advantage of this inconsistency in time scales.
At least the adjudicators appear to be upholding most complaints from peoples comments on here.
david says
hi all,
has anyone had an email saying you have to call them with your bank details for your refund, despite already responding to their offer and further correspondence with bank details already?
Lindsay says
I’m really pleased (and relieved) to say that I have just been paid my refund. I was on day 28 and I did call this afternoon to ask if they were going to be paying and they said they would escalate – not sure if that made a difference or whether i was already in line for payment.
For all those still waiting, it is frustrating but hang in there if you can – I have felt anxious for over a month, I know I didn’t go over the 28 day time line but was anxious mainly because of the lack of contact that they give to customers and the conflicting information that you get when you do speak to anyone about when you will get paid. For those over the 28 days, keep hounding them.
Keeping people in the dark only creates an anxious wait for people already experiencing financial difficulty. I am relieved I will never have to deal with this company again!
My amount of £4.5k is life changing for me and it will help me to really make a dent in becoming debt free.
Thank you very much Sara for this site and forum – I would not have known I could have complained without it, or been reassured that others were in the same boat as me while waiting for the payment.
Ruth says
Which number you phoned today. I need to Phone tomorrow. No sign of payment
Lindsay says
HI Ruth – i rang 0800 016 3114
Kyle says
Hello everyone, so on Wednesday it will be day 28. My adjucdicator is on holiday till next Friday. So if they refund me, should I contact QQ or Enova?
The adjucdicator told me to contact her if I dont recieve the refund by day 28.
Alice says
I’m pleased to say I received my refund today. Day 30 payout here.
I phoned twice and wouldn’t get off the phone til I spoke to someone who could sort it.
Thanks so much Sara for this site.
Kelly says
Hi Alice, what did they do when you refused to get off the phone? I’m on day 30 now and just keep getting fobbed off xx
Alice says
Transferred me to somebody else who kept putting me on hold, and eventually came back and said it would be processed before 9pm but she couldn’t say exactly when.
I wasn’t rude or anything, I just kept on pointing out i had waited beyond the timescales and they were holding onto my money, and I expected it that day.
The managers are in from 3pm our time!
Kelly says
That’s awesome I’m so pleased for you. I’m going to try that today. Thanks so much il ring after 3 and let you know how I get on xx
Christine says
Just spoken to a lady at enova who has advised me the 28days from acceptance is 28 working days not including weekends … for all who are wondering… I told her their email doesn’t state working days and she said she is aware but has been advised by management that it should be working days :(
Ben says
Reach out to the FOS and tell them. They’ll apply pressure and get them to pay.
simples.
Christine says
Think I’ll have to… they even sent my redress email to a wrong email address took me 4 weeks to get them to admit that then another week for them to forward it to the correct email address
Jo says
Started a claim with QQ on 30 June 2019 using Resolver. Had a few replies from QQ to keep me updated before receiving an offer on 13 August 2019. I accepted the offer on 14 August 2019 and supplied my bank details on 28 August 2019. Payments were made to my bank account on 29 August 2019.
I then discovered they had also paid the same amount into my old bank account on 29 August 2019, which I no longer use but never closed. Should I contact QQ to advise them that they have paid my claim twice?
David Dickson says
You probably should as they may at some point come looking for that cash.
Sara (Debt Camel) says
Honestly I would leave it in that old account and see if they claim it. Then take 2 months to pay it back to them after making them confirm their bank details in writing at least twice…
ClaireR says
Love that idea Sara.
Kyle says
I’m sorry but WORKING DAYS my ass!
There was plenty of people on here who got told it was 28 days in general. Sounds like another delay tactic to me!
Also, if it was 28 “working days”, why wouldn’t they say that right at the beginning so people wouldn’t hassle them so early on??!!
I will be calling them on Wednesday and if they tell me its 28 working days, I will not get off that phone until they send me an email confirming this.
They really are something else these people!
Christine says
Totally agree … I refused to accept to and asked her to escalate to management as they have delayed at every step of the process … almost 3 years I’ve waited and I just want this over with now
Ash says
I emailed the fos enova address this evening, I thought it was a long shot but gave it a go. Qq have taken over 5 weeks to respond to adjudicators findings. Anyway, they’ve only just gone and responded within a matter of hours, saying they can confirm they have now responded to my adjudicator. I’m shocked as I didn’t think they replied to emails! The email address I used was foscomplaints@enova.com
Now to speak to adjudicator in the morning to see if they agree or not!
E says
Hoping it’s good news. I’m also just entering the 5th week with no response so have taken a leaf out of your book and just emailed them :-) Fingers crossed for a quick response like yours
Ash says
Just got my call from adjudicator! They said Qq still don’t agree with their findings but will agree to pay out as good will (whatever that means…)
In total my refund is £9200 so now I just have to play the waiting game like everyone else! Good luck chasing your response!
E says
Brilliant news x Just think it should all be over for you in about a months time!
Charles says
My 28 days was up on Sunday, and even if they try to pull the old ‘28 working days’ card, that’s only next Wednesday! I’ve emailed both QQ and my adjudicator today, will follow up with phone calls tomorrow. To anyone still waiting – let’s not lose hope!
Charles
Paul says
I got my cash today, day 29. Didnt call them or harass them. Keep the faith everyone.
R says
Hi everyone,
I got my refund today. Day 28. 12.5k refund.
Just to say a massive thank you for this site and to Sara. Final complaint for me resolved now.
Over 35k in refunds over the last year. I’m debt free and also about to purchase a house. What I never through I could do 3 years ago.
So once again massive thank you. And everyone just keep going and you will get the refund in the end.
Sara I will donate to me local advice centre also.
Cheers R
Amy says
Hi Guys
Hoping someone can give me some info. Sent my complaint to ombudsman in late November 18 after a very low offer from Quick Quid, only agreeing with one loan being unaffordable. Adjudicator concludes that loans 2 to 15 were not affordable and QQ agreed with the decision. After accepting the offer my adjudicator emailed me on 26th September to say that he had let QQ know. However I haven’t had any email from QQ to confirm any details, bank or redress. Is this normally within a certain time frame?
Lesley Bennett says
I took this claim out in December 2016 was offered £15 which I refused as have had 10 loans. Took it up with FOS & was rejected & went to on until they accepted I was owed money in August. They were given 6 weeks to give me a run down of what was owed to me….they took the 6 weeks & was sent an email on 7th September. I accepted the offer on the same day. I was then told 28 days to pay. Now on day 33 & no sign of a refund in my account. I emailed & they got back to me addressing the email to somebody completely different. I have now emailed several times but no reply. I’m glad to hear other people are getting their refunds as I was beginning to wonder if it would ever come! See what tomorrow brings!
Richard says
Quickquid told me on the phone the tax certificate can take 30-45 days to arrive in the post, is this true? I got my refund but no breakdown email or tax cert
k says
Hi,
QQ accepted adjudicators decision and agreed refund on 13th September 2019. 25th day now and getting really fed up…any other non-spreadsheeters in the same boat?
Thanks
Kim
Mike says
I am a non-spredsheeter and accepted on the 11th and have had no payment and no updates. I am in the same boat as you!
k says
So 28 days tomorrow for you – fingers crossed you get your money.
Have you chased them up? I have sent emails but no response from them
Mike says
Thankyou, I have sent a couple of emails but like you have had no response. I will be giving them a call tomorrow. Will probably be fobed off and told its working days etc etc..
Will let you know!
Good luck to you also!
Mr and Mrs C says
Hi – yes we are in the same boat, accepted the offer via the FO on 12th September and have heard nothing since, we have asked the FO if it can be chased up but they cant intervene until 28 days have lapsed. Annoying, especially since our oven stopped working three weeks ago and we are waiting for the payout to afford a new one :(
Kassi says
On Day32 Escalated to FOS yesterday, they asked me to email them.
Hi Xxxxx,
Could you kindly let me know when I will be receiving payment.
It has been 31 days since I accepted and please do not send me a generic response. I want facts, as I have asked for this to be escalated due to QQ not honouring the agreement.
Got this reply at 3am this morning from QQ
Dear Sir/Madam,
Thank you for your correspondence and we apologise for the delay. We would like to advise that we have started your settlement process and your redress will be processed into your account ending in xxxx by end of closing tomorrow. We appreciate your patience in this matter.
Ellie says
Hi kassi,
Can you advise what email address you did use to send them the message?
Thanks
Kassi says
Hi Ellie,
support@casheuronetuk.zendesk.com
Kassi says
Quick update, I have just received my full payment £7248.
£70 more than original redress email
Thank you so much Sara will make a donation to my local CAB.
To think QQ initially offered £39.00
I really value this site, Glad it’s finally over and good luck to those who are still waiting x
Charles says
I’ve followed Sara’s advice and contacted my adjudicator yesterday to advise of QQ delays, and they have in turn given QQ a deadline to process the redress as soon as possible and no later than a week from today. I don’t mind waiting as long as they stick to the deadline.
Charles
Ruth says
Called QQ to escalated today the lady was kind to me and told me she escalated for me but not sure when the team will contact me. I was polite though. I will Phone tomorrow again
Rem says
Hi all
In the process of sorting my QQ history out with the FOS – has anyone had just zero co-operation with QQ?
I complained April 19 to QQ and was rejected within 8 weeks…sent to FOS in June 19 and was picked up by Adjudicator who has been great – my complaint was upheld by Adjudicator and QQ were given until 20th Sept to respond to Adjudicator. They made no response whatsoever and were given an extension to yesterday to respond before it was escalated… again, absolutely nothing by way of a response to FOS?! As if they have simply ignored the findings of the Adjudicator.
Are they not bound to respond in the timeframes set by the FOS?!
Turtle says
I had the exact same thing with QQ and my adjudicator. Sit tight, they will get back to the FOS and likely you will have a response soon. Once you do then you have a whole new task of chasing them for the redress payment.
Rem says
Hi Turtle, thanks for reply…. how long after the deadline they were given by FOS did they actually bother to reply?!
John M says
Day 30 today. I called yesterday and they told me they are processing refunds until 9pm UK time but mine did not go through yesterday. Already emailed them today and will be calling and escalating later on. I was happy to give them the 28 days but now I am on full scale chasing them. I hope people get their money.
Ben says
I woke up this morning to the money arriving into my account minutes after QQ sent automated emails saying they were about to do so. Like everyone else, i got a tiny increase (i guess due to interest).
Interestingly i’ve been paid after 25 days of waiting. I’ve only called once to confirm my bank details and sent one email asking for confirmation of bank detail change. Even made a point of being polite in the email, saying i won’t reach out and i’ll let you do your job as you’re obviously snowed under, so i appreciate your effort, etc. Same with when i called them and got them to give me an ETA (they too told me 28 working days, which i didn’t question, just nodded, as i knew that not to be the case)
“Treat those how you want to be treated” is a phrase i’d endorse here. Harass constantly despite not being at 28 days then expect a delay. Offer them the perfect client experience and you may get paid early.
I’d say “it’s finally over” or something to end my last post on this blog, but really, 90% of the last 13 months has been on the FOS and i wasn’t expecting a ruling any time soon, so.
Reading the comments here has actually enraged me at times, the entitlement, has this board been a help? Sure, the blog by Sara itself, the majority of the comments are paranoia comments about QQ going bankrupt and folk complaining it’s day 10 of 28 and they haven’t been paid.
Have patience is my advice.
LB says
Actually Ben I have been extremely patient, been polite on phone and in email and I am on day 34 with no money. It’s been nice that you have your money but what people are upset about is the lack of consistency
Greg says
For those under 28 days, yes have patience but for those of us who are over 28 days it’s a little hard especially with the lack of consistency and seeing others get paid earlier than us. This forum is probably causing more damage as it’s throwing expectations everywhere but at the same time it’s helpful to know when money is being paid into accounts.
Quickquid cowboys says
Day 31 let the chase commence. “sorry sir its 28 working days” “no email didn’t say that, please can I escalate this to the team” , “certainly their email is……..” , “yep already done that, no response, please put me through to talk to someone” ,” sorry sir, they do not have a phone number” aaaaaaaaaarrrrrrgh bunch of cowboys.
Sara (Debt Camel) says
Tell your adjudicator at the Ombudsman.
Chapy says
I’m on day 28 of no redress, I will wait till 28 working days which is the 18th of this month. I would imagine they are waiting for more loans to be repaid before they pay redress. Mine is some 15k do not a small amount.
Hopefully they pay soon
Lauren Hawkes says
A lot of these are coming through quickly! My claim was with FOS since July 18! QQ did not agree with their decision in August and then a few weeks later as it was going to an adjudicator, they did. This was 3 weeks ago and I received an email from CashEuronet on Saturday, just checking my bank details were the same as what they hold on file. Now the waiting game begins but they have said within 28 days. Just had confirmation that the Wonga administrators have partially accepted a claim too and that I will received ‘something’ by January2020. Here is to an end of unaffordable loans, stress and tears. Good luck people
Tracey says
Hi,
After accepting my offer via FOS on 28/9 and hearing nothing, I phoned yesterday. I explained that I’d heard nothing at all. The lovely lady updated my bank details and told me to wait 28 days. I explained that it was already 40 days and she said she’d escalate it. I was very polite and thanked her and she wished me a nice day etc.
Around 11 this morning I got the emails, then just under 6k into my bank soon after.
I lost hope sometimes but patience and politeness is the key. The payments are being made eventually.
Thanks to Sara for the advice on this page, and the updates with the right number to call. I’ll be making a charity donation as suggested.
I hope everyone else gets a good outcome soon.
Ruth says
Just phone QQ to escalate today. The woman was kind and she escalated for me. Not sure when I will get contact though. I was polite and I will Phone again till I receive my refund.
Accepted 09/09
Still wait…….