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
Mark says
Just esculated my redress from 9/9 and explained I would not accept the 28 “working” days delay yatic and had my claim esculated. I cannot believe a legal team did not over look the email before it was sent a d told them this. Fingers crossed I hear something soon.
Kyle says
Has anyone been told that its 28 days in general?
My 28 days is up tomorrow.
M says
It states 28 days on every piece of correspondence sent out by them, also told 28 days on the phone when I first called for an ETA on payment. They are only trying to state its working days because they haven’t kept to their word.
28 days (4 weeks) seems genuine. 28 working days doesn’t even make sense, surely they’d just round up to 30 days (6 weeks).
I’ve gone back to my adjudicator as quite frankly they’re taking the mick now, seems as though they are just picking and choosing which refunds they process in no order.
K says
Hi
Yes, I had an email saying the following
Thank you for your email. We’re working diligently on getting your refund processed, it takes up to 28 days from the date of acceptance to process the refund
My 28 days is up on Friday!
Thanks
Kim
Kyle says
Oh yes, I found the email..
Dear Mr Scanlon,
Thank you for your email.
Please be advised that the FOS permits us up to 28 days to process a refund from the date we received the acceptance. We do apologise for any inconvenience.
Kind regards,
Breanna
Enova International
I will be on their case tomorrow and no, I will not wait patiently a I also dont care that they have 1000,s of refunds to sort. Not my problem.I will demand to speak to someone who can confirm the refund will be done asap.
I will call every hour if needed. They had 28 days, during which i only called them once to give bank details and once to ask about eta on the refund.
Time’s up and I’m fed up.
I will become an annoying caller tomorrow.
K says
I don’t blame you…I will be doing exactly the same on Friday when my 28 days are up!!
Mike says
Same here my 28 days is up tomorrow. At least you had an email reply. I have had nothing. Will be on the phone tomorrow and i am not standing for this working days lark.
Rosie says
No payment here. Accepted 9/09. This is getting ridiculous. Have emailed them and the FOS.
Chele says
Me neither and I’m over 40 days! Emailing ringing getting nowhere!
Annie says
I am beyond fuming now day 32 and still being fobbed off both by email and on phone, it was apparently escalated yesterday and still no further forward. What else can I do????
Gra says
My payments are just being made. Between 15.50 and 16.35 I have received 32 emails saying payments being processed and money due in 1 hour. Just checked my bank and it’s there. My timeline:
Original complaint Oct 2017.
Dec 2017 QQ offered £2000 and I rejected it.
Submitted to FOS Jan 2018…long wait…..
Adjudicator upheld my complaint April 2019
QQ rejected adjudicator decision, eventually excepting it with the “spreadsheet folk”
Received offer 6/9/19 and acceptef 9/9/19 via email and phone call
Received email stating bank account confirmed from QQ on 19/9/19
Received full payment over £14000 today. Delighted it is over after 2 years! Good luck everyone with your own cases. Hopefully this brings some confidence.
Kyle says
Brilliant news!
Have you contacted them at the 28 days mark?
Gra says
Yes, I called yesterday around 6pm and the gent on the phone said he’d escalate it and i then sent an email to foscomplaints@enova.com saying that it was 28 days and i would appreciate it being processed. Only one day late. I was polite on both communications. No point ranting at someone who only works there and doesn’t make the big decisions.
steven k says
nice i am the start of my 28 days wait
Lesley says
After my last post I got an email to say money had been se t on 8th October to my account. This was on day 32 of 28. No money received so I emailed & have told me as it’s a large amount it has been paid by electronic funds transfer which now takes a further 7-21 days to clear. Has anybody else had this? I’ve looked up EFT & says clears within 3-5 working days…..still waiting!
Ciaran says
Lesley – how long did the EFT take to arrive in your account?
Jo brown says
Got my money in my account today after a couple of emails chasing and one phone all. And at 30 days lost my acceptance. I explained that I had financial difficulties and that they were late. I was polite at all times especially on the phone. After yesterday’s call the money went in today…
Keep your chins up folks they are paying out
Lee says
It has now been 9 weeks since I received the letter from the FOS saying QQ had 6 weeks to contact me with details of my redress and I am still waiting…….. I called the FOS 3 weeks ago and was told they had called QQ on my behalf and was told it will be a further 2 weeks, so again overdue by another week…….. Very frustrating…………. Still next month it will have been 3 years since I filed the original complaint with QQ
Sara (Debt Camel) says
Talk to your adjudicator again.
Lee says
Thanks Sara, I will do although have tried to hold off from keep calling as don’t want to put added pressure on them as I guess they’re already under the cosh! I have called QQ and confirmed my email and bank details but have still had no information with regards to an offer of any sort let alone accepting one
I worked out that through the course of all my loans (14) I paid somewhere in the region of £4600 in interest. The Adjudicator stated that any loans after Loan 3 were unaffordable. It was a similar amount with Wonga as well and we all know what happened there……
John M says
OK so I rang because I’m now day 30 and the woman at ‘final resolutions’ (0800 016 3114 ) told me they have a new process of escalating issues which has come in to force today so she would put my name on that sheet. I don’t know what this means but if I get paid out today I will be sure to let you all know…….
Gra says
That’s the number I called yesterday at 6pm(on 28 days) and I got paid today. I was told that I was on the FOS spreadsheet at Corporate level and he couldn’t provide an update but could put a note on the system to escalate it. He also advised on an email address foscomplaints@enova.com which i sent an email to. Good luck. I was sick with worry until i got my emails through confirming payments were being processed. I’m hoping you get the same relief and soon too. Regards.
Dan says
Is this in the UK mate? I’m on day 30 now after they verified my bank details and not heard anything.
Chas says
Hi there, an FOS adjudicator ruled in my favour and gave the company a deadline of today to respond with an offer. I’ve not received a response yet? Has this happened to anyone before and what’s the next step? Thanks in advance for your help.
Sara (Debt Camel) says
which lender is this?
Chas says
Quickquid… I know they’re very slow to reply but thought they would have to abide by FOS dates?
E says
I’m just past 4 weeks with no response to the adjudicators decision so don’t hold your breath – the adjudicator will give them a couple more weeks x unfortunately not a lot you can do but wait.
Chas says
That’s annoying!! I wonder what the point is in giving them a deadline if they don’t even have to adhere to it. Thanks all for your quick responses – unlike QQ!
JM says
Hi All,
Have been following since the round of emails on the 9/9. So thought it only right to share my experience. Confirmed bank details immediately and have been told as of yesterday (day 28) that it was 28 working days when calling for an update.
After seeing this ‘Final Resolutions Team’ information dripping through I thought I’d call again today (day 29 – non working days!). The lady in the Final Resolutions Team practically admitted that the 28 working days info was just a line used to combat the delays but she would escalate to the FOS team to notify them I am passed the 28 days notice.
Will see what shakes out tomorrow and let everyone know the deal. My advice would be for everyone to allow 28 days and then follow the above but obviously the proof will be in the pudding if I get paid in the next 24 hours.
I haven’t emailed any complaints team at all and have only called twice on day 28 and 29.
Here’s to hoping!
Oracle85 says
Day 28 Friday – sent only 150 of 1100 redress.
Turns out the sent the rest to an old Bank account.
Day 32 today – after speaking and emailing Enova daily redress sent to correct account and claim finished!
Top tips for frustrated people,
1) remember the FOS team at Enova are 6 hours behind. The most promising conversations I have had have been with daytime US staff by calling at 7 to 9pm UK time. Seems much better options than emailing with are largely unanswered.
2) be polite but firm with the US call centre explain you understand they are very busy but would appreciate if somebody could look at your case and ideally resolve today. The staff are largely friendly helpful and nice and are just as frustrated Casheuronet do not have a system in place to deal with these complaints effectively.
3) after 28 days go back to your adjudicator and politely ask him or her to nudge CEN to resolve your complaint
Thanks Sara for all the templates and for those still claiming try not to stress and may your claims be paid promptly
Ash says
I accepted my offer via adjudicator yesterday and he said Qq will be in touch within 4 weeks to take details???? 4 weeks??? What has everyone else done when they’ve accepted their offer? Can I just call and give them my bank details or do I have to wait for them. Seems ridiculous
Kyle says
Yes, you can call them to give them your correct bank details, that’s what I did. But then I had en email from Enova 2 days later anyway, asking to confirm bank details. If you choose to call them, ask them to send you a confirmation email so you know it has been done.
Paul Davies says
Do the email like it asks for your paper trail. Then after a couple of hours ring them and ask them to email acknowledgement. There seems to be be no set pattern or order but some agents claim it is 28 days from them acknowledging your confirmation but they won’t reply for 10 days if left to them. As I say you will get nothing but inconsistency anm palm offs so take away any little avenue they may have to delay. I didn’t do this because I thought I’ve got an offer surely it will be in in a few days, I was wrong.
Daisy says
I did the same, I rang them to confirm my details the same day to avoid delays.
Kyle says
Morning!
So day 28 here, let the chasing commence!
Anyone else on here who accepted on or around the 11th?
I was hoping to wake up to to an email about funds being transferred shortly, but no, oh no!
G says
I accepted 8th September, just keep getting fobbed off on phone and email, spoke to a supervisor at QQ yesterday, said she’d escalate it to some dedicated team. Honestly don’t know what’s going on with these refunds. Shambolic
Gareth Richards says
G I’m in exactly the same boat. I’ve tried calling the UK number this morning, which keeps being put down. I’ve a good mind to turn up at the offices in London. Annoyed beyond belief is an understatement!
GR
oracle1985 says
Gareth Call the US enova number 0800 016 3114 at uk 6/7pm and you will speak to daytime staff in the US who will help you. If you call in the morning you get the night time and the ‘FOS Team’ are not in the building at this time.
J says
No disrespect but why should we be ringing at certain times of the day to try and get our redress
Paid why can’t the UK operation deal with it it’s another delaying tactic I’m on day 29 now and fed up.
Turtle says
Spot on. It’s a redress (already our money) and we want it back.
Sarah says
Hi how long did people wait for cashnurnet to contact them after the Ombudsman upheld your case. The Ombudsman said they have 28 days to contact me from 25th September and said that i should not contact before.?
J says
They contact you fairly quickly then take over the agreed timescale and still don’t pay they don’t Reply to emails don’t answer calls so I’m afraid you are in for a long wait like me.
Gareth Richards says
The UK number rings and then is disconnected by somone someone at the other end. I’m giving it until the end of play today then it’s London bound to the UK office I go!
I’m on Day 30.. Ive followed this article for a long time, but never posted as I thought I’d see how people got on with refunds. It’s a complete sham !!
J says
Don’t blame you mate if it’s any help just had an email from my adjudicator stating there is a delay in receiving correspondence from the business they are appalling to deal with I will keep on and on intill I get my redress on day 29 now
G says
I think the most frustrated part of it is people are powerless and have no option but to wait even though they have waited for the time period QQ stipulated, FOS don’t even seem to be able to do anything , it’s a ridiculous situation
Mike says
A few people in the past had mentined that QuickQuid delay until they get there loan repayments in. A lot of people on hear got redress around the 28th/29th and 30th.
Its gone quite lately so maybe its true. If it is we could be waiting for a while longer. I am on day 28 and there are a lot of people around the 28 plus mark who have heard nothing.
Rosie says
I think there have been payments going out to people throughout the last few weeks also, unless people are posting on here that they have received redress and they in fact haven’t- which seems very unlikely. I’m pretty sure that they have plenty of money, and regardless, they agreed a timescale after, in my case 2 years of messing about, and they should stick to their terms.
I’m on day 30 today. Just had a stock reply from Enova “Thank you for your correspondence. We understand that you would like to receive your redress as soon as possible and we are working towards this. Please monitor your email as we will send confirmation when we have processed your refund.”
I will phone them again this evening. Good luck everyone.
Annie says
Day 32 and if I get another template email reply saying we are diligent working on your redress, I swear I will lose the plot!
Mike says
Thats also worrying I have sent about 4 emails and not had one reply. Feel like I have been forgotten about, suppose I just need to be more patient.
Greg says
I’m on day 32 as well and just got the same stock reply Rosie, they just won’t tell us anything or even acknowledge the 28 days now
Ruth says
Fed up day 30.
Very hardship situation
Still hope though
Danny says
First time posting. I have followed this forum and it seems that there’s a majority of us that are in the same boat! I accepted offer there settlement figure on the 8/09/19 and agreed on the same date. I did not recieve confirmation that they had recieved my bank detail and acceptance until the 21/09/19! And that it would take 28 DAYS (not working days) . I asked will the 28 days begin from the 8th and they replied it would be 28 days from the 9th. Phoned multiple times but have got know where just generic responses ie please stop calling as it delaying the process, 28 working days and that I can’t speak with that department. I’m waiting on 4.5. I will be phoning Ajudicator today.
John M says
OK so I called the 0800 056 1515 number and they advised me that they couldn’t get an answer off the redress team either but I have been assured that a manager will call me back by 6.30 this evening as she is personally taking a walk to the redress department to find out what is going on. Fair play to the people on the phone I could tell she was getting frustrated with the other department so hopefully I will get some answers by 6.30.
I’m day 31
Gareth Richards says
Why should we wait and let these people dictate to us. Yes maybe I have initially caused the whole situation by lending from various lenders due to my financial difficulties, but I was extremely desperate. No longer will I allow anyone or any business walk all over me.
David B says
Hi John M, did the manager call you back by 6.30pm as promised? I too called the number you did and explained the situation and they just put through to the Resolutions Team yet again. They told me a new procedure was in place for escalating issues and they would escalate for me straight away. 3rd time now, it begs the question how many times it takes to escalate, surely it’s once. Very confusing indeed.
John M says
I had no call so I called back and she said she’s still working on it…… I was pretty stern and said I’d be calling her personally every day until its sorted
Annie says
I also was told the manager would phone me back before 6.30 and guess what! No call. The lady I spoke to earlier was actually the nicest person I’ve spoke to yet and against my better judgement I actually believed what she had told me! More fool me! And before anyone says stop phoning and emailing them and because it is delaying payments due to the time spend dealing with the email, this is so not true because they don’t answer them anyway!
Why are they getting away with this? The FOS instructed them to have all these refunds dealt with within 6 weeks from August 7th and it is now over 9 weeks and a lot of people over the 28 day payment deadline. Where do we go from here? The FOS don’t seem to have any control as all they will do is give them more time!
Annie says
So I called yet again to find out why the manager had not phoned me as advised I would receive a call before 6.30, the lady I spoke to said this would not have been the case at all as there is physically no department she could have went to for information, lies after lies! She said there is nothing else they can do and to email the FOS redress department, I did explain that the do not answer emails and apparently there is no other department or supervisor/manager that can help, all I can do is monitor my emails. Seriously I don’t know how much more of this I can handle. Seems nobody can actually do anything! She couldn’t even tell me when I asked what does escalating it actually do!
Andrew says
Hi does anyone have a number for enova QQ which is not 0800 as I am away and my mobile will not connect to 0800 number’s. Promised money yesterday still no show
Daniel says
Dealing with CashEuronetUK and the subsidary Pounds to Pocket. Lender disagreed with Adjudicator and offered a silly amount which I refused. Upon being sent to the Ombudsman the lender has changed their mind and offered what was recommended. Settlement was offered on the 6 Sep and I accepted on the 7th. On the 12th Sep the lender accepted my bank details etc and stated payment would be made within 28 days. Now on day 29 and haven’t had any payment or email correspondence from them since the 12 Sep. Not replying to emails. Company dealing with the claim who have stated will gove it a few days then escalate back to FOS :/
GP says
Hi,
Has anyone received any success with P2P? I’m waiting for them to send my adjudicator a breakdown of a complaint they’ve upheld and I’ve been waiting 6 weeks for a response….. they’ve informed me today that they’ve escalated it to a manager!
Gra says
My payments yesterday that I receiced on day 29 were partly P2P and partly QQ. I had 3 loans with P2P at the end of multi loans with QQ and both complaints were combined. Interestingly I thought I was due just under 2k from P2P and 12k from QQ and when i first complained in Oct 17 I got an offer from P2P (letterhead was P2P and it only mentioned P2P in the body of the text) for the 2K. I was about to accept until I checked the loan numbers mentioned in it and discovered that they also covered QQ transactions. If I had only scanned it I would have innocemtly thought that this related solely to my P2P claim. An obvious attempt at trying to make it look like they offered me full redress whilst also hoping by my acceptance to prohibit me from further action on the QQ sum (as it stated on the letter that by accepting I had recourse to take matters further to the FOS). Luckily I noticed it at the last second, declined and 2 years later ended up with just over 14k.
Sara (Debt Camel) says
wow. thanks for sharing the details!
Gra says
Sara, Maybe you should put it in its own at the bottom as don’t want anyone to fall foul of that. Thanks for this page by the way. I only discovered it recently and has been a real comfort seeing the good news coming out of the stress.
Kyle says
Has anyone who is past the 28 days mark recieved payment today?
Andrew says
No payment here
Ross says
Day 38 here.
Tried calling, tried emailing.
Been back to the adjudicator.
Still nothing.
Chele says
I’m over 40 days, rang yet again to yet again escalate! She tried to say my 28 days was up on 8/10/19! Erm don’t think so love, it’s well over due date – the 28 days was up on the 26 September!
She said she did not have everything on the system, then asked who I got the email off!
Explained quite a few times, that I have rang the London Office on about 4 occasions and also this number a few times! They have always confirmed to me that the date the bank details were given.
She then said …”oh yes I can see you sent a few emails” …..so they are reading the emails but choosing not to respond!
As one email she made reference to an email I sent asking Why other people who have been waiting a lot less time then me are getting paid before me!” ….she told me they were busy, she understood my frustration, people are ringing up saying the at they cannot afford to eat!!!!
Told me yet again to leave it 48 hours!
I’ll not going to hold my breath that my refund is coming any time soon!
Adjudicator can’t do nothing! As the last email she sent is the business to get in touch with me – which they haven’t!
This is getting beyond a Joke!
I honestly don’t believe that not everyone is receiving the refund they are saying they have – as she also made comments about don’t believe all that is put on the forum sites!!!!
I was on the phone 15 mins while she was back and forth – it’s could of been processed in that time!
Hopeless!
Gra says
I felt the same until yesterday. I was paranoid that QQ were putting up fake messages to make it look like they were paying out and was beyond stressed so I know exactly how you feel. If there were a way of showing you a screenshot of my emails showing payment processing within the hour or my final confirmation email with the figure on it them I would show you them to reassure you they are working their way through. All the money I got yeterday has now been used clearing debt and I am virtually debt free. I now have a disposable income and can do things I’d have been unable to afford each month. No more money worries. I’m hoping the same comes for you soon. Good luck
Claire says
Hi all
Spreadsheet – accepted 9th sept after two year wait at fos
I’ve called US Enova as now on day 30 , no further forward .. nice lady just doing her job but standard response apologising for the delay and can see they are over the 28 days and would ‘escalate’ she said they are just trying to get through the volume they have to deal with
I wouldn’t have thought me chasing anymore will speed anything up so I’ll follow thread here and hope for the best ..
Ruth says
Hi Claire
Do I have to phone? I accepted 09/09 same as yours
Ruth says
0800 016 3114 Is invalid now🙄🙄
Sara (Debt Camel) says
it’s working at the moment
Rosie says
Ditto Claire, I think I just had the exact conversation with the polite lady from final resolution team.
They must be totally sick of reading out that spiel! Also at 30 days, accepted 09/09.
Started this process in October 2017. Would just like it to be done and dusted now.
A says
Please just try to be patient. I have been waiting 2 years for a life changing amount. I am just pleased there has been progress the last few weeks. The refunds are trickling through. Can we try and just post positive news from now on please?
J says
A
When you have been waiting over 28 days for a payment then talk to people about being patient this company is a farce any payments today NO bad feelings about this
A says
How do you know I am not over 28 days? I just keep reading negative comments about how calling/emailing is not making any difference. So why bother? Just stressing yourself out.
J says
Well leave a pigeon message instead time for action
A says
I will let you get all stressed out and do the hard work while I relax. I will probably get my refund before you anyway knowing how it works.
Sara (Debt Camel) says
Guys, bickering is pointless.
I understand why some people feel the money will roll in at some point and stressing doesn’t speed it up.
But I also understand that many people are in a desperate situation.
And that people can derive some comfort from knowing other people are in a similar situation.
So post or keep quiet, but everyone else deserves your sympathy, whatever they are doing.
David B says
Has anyone actually been paid today at all? I’m on day 33 and spoke to Resolutions Team again this afternoon and was told a new process of escalating issues came into force today, whatever that means as they didn’t explain. Does anyone know what this New Process is? Or is it yet another diversion technique of theirs? Also what is the best email to use to actually get a reply? As so far I have emailed 5 different ones with no reply back from any. How can one company have so many different emails? It’s a bit dodgy if you ask me.
A says
Some posted earlier called ‘Jo Brown’ saying they got their refund today.
Stewart sadler says
Right, issue that ive not seen happen yet has just happened to me. Got an offer from them a while ago, said no so went to ombudsman, then received an email from my adjudicator saying they had changed there mind an agreed with him. So they offered me 878 before i declined, then once they agreed with my adjudicator it was meant to be 2300 odd.
Told my adjudicator to accept the 2300 offer he had recommended on sept 20th, an have been waiting since.
Well i just got my money. Problem is they have only given me the ORIGINAL offer, not the 2300 im meant to of got. So, anyone had this before an know how to solve it? Cos there is not a chance im being made to wait another 28 days for the rest when this is there mistake an i have all the email correspondence to prove it!
Help!
Sara (Debt Camel) says
Go back to your adjudicator!
stewart sadler says
Ive emailed him, as well as responding to both the quickquid and the casheuronet emails telling them of the mistake. I’ll be so annoyed if this drags on again, just when you think its done!
Ross says
Received my payment today.
Background- I had an outstanding loan with QQ of 900, which i had made of payments of around 300. I had stopped making payments and the outstanding balance had ballooned to 1300. This loan was included in the Adjudicator decision (they instructed that I should be returned all interest and charges for this loan and then the rest of the balance removed from my redress).
My total refund was over 2000 and QQ the sneaky fellows tried to remove the total outstanding balance of 1300. I went back to the adjudicator about this. Process took another 6/7 weeks, before QQ came back saying the “amount they initially offered was correct and their opinion about that has not changed, however to amicably resolve the complaint they will agree to refund the new amount.” Case closed. I got my refund and the amount waived was the principal on the loan (900- what I had paid which was just over 300)
It’s a disgrace that these guys will try all the tricks in the book, even when a decision has been instructed by the FOS- further there is no penalties for them trying these acts nor are they held to account when they know fine rightly what they are doing. I sent email after email daily to the FOS and to QQ until it was sorted. Keep the pressure on and it will get sorted.
Ruth says
Hi
Story has changed I need to wait a week. They said 28 days from they acknowledged my bank detail. Whatever they said, I just want to inform story to you all. This is not complain to make up more stressful. We can know what is going on
Jeff says
I made a complaint to QQ and they offered redress on a few loans out of a looooad of loans.
Rejected the offer and went to the FOS.
Adjudicator ruled in my favour recently and they contacted QQ blah blah….
QQ have “responded” to the FOS but the FOS are talking about messages being filtered thru their system and that it can take a week for the adjudicator to inform me of QQ’s response….really? A week to tell me what QQ’s response is!? Do QQ send messages via pigeon?
BM says
Day 32 in the desert of despair with QuickQuid, just phoned FOS for help and they gave me the ‘magic’ number to get an update, turned out it was the QQ main customer service line, all very depressing
Sara (Debt Camel) says
go straight back to FOS…
BM says
Thanks Sara, I have just, informing them that the number is a delay tactic, sadly they have no pull on the payment which is rather frustrating
Annie says
Day 34. I wonder what this fine day will bring. Decided not to phone and stress myself out today with all the lies I’ve been getting told, just gonna wait and see what happens.
Stewart sadler says
Hiya, so for me, the journey is finally over. Received my final amount today after the debacle last night.
Anyway, i’ll try an answer some questions people ask here:
I was waiting from 20/9 for my refund
Dont know if i was a spreadsheeter
I had emails from
foscomplaints@enovahelp.zendesk.com
Support@quickquid.co.uk
I phoned 0800 016 3114
I hope the above info can help people get the money they are owed, an good luck to all involved.
Also, sara, im so truly grateful for you making this possible. Without you we wouldnt of had a hope of getting a penny, so i owe you an enormous debt of gratitude.
John M says
Did you receive an email advising you that the money had been sent or did you just check your bank account? Very pleased for you but need to know how this is working.
Stewart sadler says
Yea, they dont do the refund in one go, its separate transactions. I got about 5-6 emails that all said the money would be in within an hour, an it was
G says
Sara
What power to the FOS actually have in these cases? What can they do?
Can they legally force QQ to pay immediately?
It appears QQ are just disregarding FOS’s authority and getting away with it
Sara (Debt Camel) says
a good question. No, FOS don’t have the power to force QQ to pay “immediately”.
If there has been a final decision from an ombudsman that is legally binding. If it isn’t paid in 28 days you can rock up to your local county court with a completed N322A form and after that apply to send in the bailiffs. Which would be good fun for the rest of us to watch (I may even turn up and take photos of the bailiffs) but it’s not instant and by the time it goes through you will probably have been paid anyway. Elizabeth Newton who posts here has started this process. If you want to know more about it read https://debtcamel.co.uk/enforce-financial-ombudsman-decision/.
But all the spreadsheeter decisions are adjudicator decisions. These are not legally binding. FOS would have to get them through an ombudsman final decision for that. Slow.
That doesn’t mean FOS has no power, it just means it – and you – can’t enforce it in court. FOS can talk to the FCA who is QQ’s regulator and tell the FCA about QQ’s poor behaviour. This may not feel like anything important to you but it matters,
Kyle says
Sarah, I’m passed the day 28 now. I would get in touch with my adjucdicator but she is on holiday till next friday? ?!!! What’s the best to do in that case?
Chris. W. says
Good morning all, just a quick update.
Awaiting for my refund after the FOS adjudicator upheld my complaint. Not sure if I was on the spreadsheet or not. Accepted the offer (4k) on the 9th September and confirmed bank details on the 14th. Just recieved a load of emails to say my refund will be in my bank within the hour.
I only called once. Yesterday. Spoke to a very nice lady in the US. Said she would chase up. So to all, keep the faith and be patient. They are getting there. I’ll update when I actually get the funds. And good luck to all.
Chris W says
Money now in. Thank you Sara for the site. Really informative and very helpful with everyone’s experiences.
Sara (Debt Camel) says
So QuickQuid has got fed up with scrabbling down the back of the sofa to see if it can afford today’s refunds and borrowed a bit… $200million: http://ir.enova.com/2019-10-10-Enova-Announces-Pricing-of-200-Million-Securitization. That should be enough for a while :)
Only joking, of course the refunds were not the reason for this. but it does show they aren’t broke!
Robert says
So I heard back from the ombudsman last week (after my complaint being put on hold until they looked into QQ) and thankfully, QQ has accepted my offer.
Question though, the ombudsman contacted me on the 25th of September about it, and I had to chase QQ up on the 3rd of this month to ensure they had everything in order.
QQ took my bank details on the 3rd, but they already have them on site, and the ombudsman should have passed them on as I was asked by them to.
Will I be waiting 28 days from the 25th when I accepted the resolution, or the 3rd when I emailed QQ and they took my details? (I’m aware some people have waited past the 28 days, but if I know the date it should be I can chase them up ASAP)
Paul Davies says
They will send an email with redress amount and say you have to confirm by sending email with bank details. This then needs to be acknowledged by them(at a time of their choosing) the email will state 28 days but subsequently they will claim its 28 business days and they will also claim its from the point of their acknowledgement. Can’t wait to be free of these clowns.
Robert says
They’ve yet to send me any email with a redress amount. I after I emailed them to ask what was happening, all they said was they needed to reconfirm my bank details and that I needed to allow 28 days after accepting the money to go into the account.
I’ve emailed them again anyway. Looking through the replies, I’m waiting on a significantly smaller redress than most. Frustrating that they have so much trouble parting with little over £400
Kyle says
Hard to tell, I have been told that I will recieve my refund within 28 days after accepting the offer. Day 29 now, still no money.
Some people are told its 28 days from acceptance and some are told its 28 days from confirming bank details.
Oh and you might hear about 28 “working days” too!
k says
Well its day 28 for me tomorrow!! I’ll be ringing them if the money isn’t in….I accepted through adjudicator on 13th September 2019 so adjudicator sent acceptance through to QQ on 13th and I phoned to confirm my bank details were correct on the same day. I haven’t had any email from QQ confirming my acceptance or that my bank details are correct so assume the 28 days runs from 13th Sept. Fingers crossed people get more payments through
Greg says
Day 34 in the Big Brother house..
I’m still awaiting my redress, so I’ve emailed my adjudicator today who responded back to me saying he has chased the business and asked them (QQ) to get in contact with me to tell me when they intend to make the payment. Should I not hear within 2 weeks to contact my adjudicator again.
Hopefully following him contacting QQ it may give them a push because QQ are sure as hell not “escalating” which they have told me every day for the last 6 days.
I’m glad to see others are being paid, but crikey it’s frustrating how they’ve gone about this whole process.
Ruth says
I like “big brother house!” Makes me smile 😀 even though my chest is so full. Hope we will get soon
Darren Mallinson says
Day 31 for me now.
Fed up of waiting, and calling results in them lying to me, twice I’ve now been told I’ll be paid within hours, only to get nothing.
I don’t think Enova like bad publicity so I’ve started tagging their companies in Twitter posts. Anyone else feel like doing this, their accounts are @QuickQuid @CashEuroNetUK @enova and @OnStride. Maybe enough negative publicity may get results.
Sara (Debt Camel) says
I’ve re-tweeted you. My twitter account is @debtcamel if anyone else wants to join in.
J says
Had an email from my adjudicator stating to ring a dedicated number to ask about progress about redress .joke the number is there customer service number so I spoke to my adjudicator about this and said I will email my local MP low and behold just had an email saying funds should be in an hour day 30 .keep trying and pressurising I think a lot of us Will get paid now as the 200 million dollars is good news
Thanks to sara for this site
Sara (Debt Camel) says
The $200m is probably earmarked for lending in the US. My comment was (as I said) a joke.
Dave says
Hi All
Anyone else waiting for a refund from quick quid? I recieved an offer from them and provided my bank details on 9th September.
The 28 days it’s supposed to take to process the redund has now passed.
Trying to contact them is proving to be impossible. Is anyone else over due their refund or is it just me?
Dave
Elaine says
I’m still waiting for a response from quick quid did they respond to you within the 8 weeks? Hope you get your money soon I would call them
David Graham says
Yeah, they got back to me within the 8 weeks just the time it took to pay me was stretched out a fair bit!
All done for me now !
Gina Chidwick says
Hi was your just through quickquid or did yours go to fob? I did mine through resolver and I accepted the offer they gave. Did you receive confirmation of your bank details?
J says
Money in bank 4k happy day’s A I would recommend you fight this company and anyone else who is on 28 day’s plus.otherwise you are in for a longer wait.
BM says
What did you have to do to get them to cough up?
Dazza says
Hi just had an email well about 7 or 8 from quickquid saying funds will be in my account in 1 hour .I excepted on the 16th September and adjudicator emailed them aswell as my bank details my offer was £4.663 so hang in there all they are paying out even thou it’s a long annoying job.i will post again later if It hits my account.
Dazza says
Confirmation that my refund from quickquid has reach my bank account 40 minutes after I recieved email. At last …… :) again hang in there all .good luck to you all.daz
Stew P says
Great to hear. We’re you on the spreadsheet?? Mine is a similar amount and accepted the day after. Here’s hoping it will be soon then mate!!
Kyle says
You must be over the moon it’s all over.
I wish they just paid me now, all this waiting for 28 bloody days is annoying.
I’ve accepted on the 11th and still waiting.
J says
I emailed my adjudicator and QQ and said I will speak to my local MP. As the adjudicators decision is not legally binding and I had enough of being fobbed off all the time .
G says
Yous are lucky FOS and QQ are actually answering you’re emails!!!! They’ve ignored about 10 of mine!
Mr and Mrs C says
Emailed our Adjudicator as the four weeks is up since payment was offered and accepted, and was told the following:-
Unfortunately, Quick Quid seem to be severely behind on all of our requests at the moment and we’ve been advised to give them more time.
I understand this is frustrating however I can assure you this doesn’t mean you wont receive the money, it just means it is going to take longer than expected. I suggest we give them a further two weeks before chasing them up again.
:(
Rosie says
I really don’t know what to do now. I accepted on 09/09. I originally complained to Quickquid in October 2017. I have emailed a few times, spoken to someone on the suggested number, who said they would “escalate” my claim.. but then nothing, no correspondence whatsoever. I have emailed the FOS to update them, but also, no response. Other people seem to be being paid who have accepted far later than I did, it’s very strange. Wondering if it is just best to not contact them for a while and try to put it out of mind? Or will I then just be put to the back of the queue if (rightly) irate people are constantly calling them demanding payment? I’m finding it quite stressful now as rightly or wrongly we are banking on this money coming in!
Phil says
I am now into my 9th week waiting for QQ to respond to my adjudicators recommendation and after asking for an update from the adjudicator I got the following reply
” I have spoken to an expert and they have advised me that we need to wait for the business to respond with their decision.
I will keep you updated as and when I have any news for you but until that time there is little I can do in way of progressing the case further ”
I am so frustrated now as I am well into my second year of this complaint and there seems no end to this.
Is anyone anyone else in the same situation?
Juno says
Yep, my adjudicator rang this week to say that they still hadn’t heard (6-7 weeks from their decision) and were preparing the case to go to the Ombudsman. They also advised that the Ombudsman would send a letter and sometimes that prompts them.
Phil says
At least yours is doing something
I have had 3 adjudicators involved on my complaint and the current one is covering for someone who is on extended leave until the end of October so I guess he’s not bothered about chasing QQ has he will hand the case back at the end of the month.
Stephen says
Yes- waited 9 weeks too for QQ to reply to FOS findings and adjudicator emailed this week with the following on my 3rd attempt to get a response
‘I have been chasing the business for their response and we are in discussions with Casheuronet at the moment about receiving responses to our view, at a higher level. We are aware that Casheuronet are currently experiencing high work volumes and they do have a back log which they are trying to work through as quickly as they can.
As soon as I have received their response, I will let you know.
Thank you for your continued patience.’
I have no patience left! It’s ridiculous and I just don’t know what I can do about it?? Sara any advice?
John M says
OK so the manager who has escalated my claim is not in today. I said to them its day 32 today and if I don’t get it tomorrow we will be at day 36 before I get my redress. They really don’t care. I spoke to a lady at the FOS who said she would send an email but I have no idea if she has done. I am fed up now. I was always happy to wait until day 28 but now it is getting silly…..
Ruth says
Hi John
I am 😩 hopeless now seeing people behind us got their redress. Happy for them though
Chele says
Me too – nothing I’m on about day 42, really truly peed off – sick of ringing and told a pack of lies! I given up all hope of getting anything!
Ruth says
OMG! You should get by now Chele
Kyle says
I just recieved an email saying that they have processed the refund and it has been sent to my bank account.
Strangely though, it was just this one email, not loads of emails that everyone seems to be getting.
I dont know if it’s actually on my account yet, because I cant check for another half hour, but really hope so. Will update.
Christine says
Fingers crossed it’s in! … you were over 28 days too I believe … I accepted a few days after you so hopefully mine comes in a few days too
Ellie says
Hi guys,
Just word that I’ve just received the emails saying money is on its way, I’m on day 26 of waiting Sunday would have been 28…. accepted on the 16th of sep with Fos and they emailed them on that day. I have sent a total of 10 or so emails, all which I had no response to, but my advise is make them aware your waiting… my last email was a soft one and seems to have done the trick… fingers crossed monies in today! My claim was for just over £800 so not massive… Sarah and team thank you for all your advise! Total reclaim so far in excess of £7k with a couple more to go! So happy and grateful this is all finally coming to an end… justice does exist, and sometimes we need to have a bit of faith!
Ruth says
Congrats!
Still for mine accepted 09/09
Kyle says
I accepted 11.9, so day 28 today. I called them earlier , spoke to this lovely lady for once and she said she would escalate.
Have you managed to talk to someone?
Gra says
Check your spam folder. For some reason about twenty two of my thirty rwo emails confirming process of payment went into my spam and the other ten into my inbox.
Ruth says
Nothing at all
Sent 4 emails
Phoned twice
I was very polite
Kyle says
The emails did come through in the end, and the money now in the account.
I wish everyone who is still waiting good luck.
Andy S says
Long time lurker, first time poster. I’m on day 31, still waiting. Called them yesterday on one of the numbers posted here. Spoke to a lovely lady who said she would escalate my case to the managers. From what I’ve read here, that doesnt mean much. I will wait until next week before contacting again, and I’ll contact the ombudsman if I’ve not heard anything. The tenants in my old house have said there is a letter from the ombudsman, so will be interesting to see what thats about, once its forwarded to me. Hope people get their redresses soon.
Meg says
Is it 28 days or 28 ‘working’ days they have after you accept the offer. I accepted the offer on 25th September but never got any response from them acknowledging this. Anyone else had email from them after accepting or just the one to say money’s on the way
G says
It’s neither, it’s as long as it takes , I’m on day 33 now and not had any emails answered and not received anything positive by calling them. It’s a ridiculous situation
Craig Wallace says
Same here. Fed up listening to stock responses with no help from FOS or QQ/Enova. This is a ridiculous situation to put people in with a total disregard for their responsibilitys. It may now be the time to try and get this out to national media to highlight the anguish being caused by this company’s greed
Scott says
Day 29, still no payment since accepting and confirming bank details. Rang yesterday and was advised they are a bit behind but basically to sit tight.
Greg says
QQ/Enova just emailed me and said “Your redress was scheduled to be processed on 10/10/2019 and you should now be in receipt of your funds”….
Nope, no funds, no other emails, nothing :(
Kyle says
This what happened to me yesterday. Then an hour later I recieved a bunch of emails saying the same thing, your fund will be on your a count within 1 hour. In the end it was 1h2mins .
Dont worry, it will come!
Greg says
Good to know, hopefully that happens. If not I’ll call them on my lunch break
Rosie says
Well they sent me the same email at 11.30 am and I have not received anything further. One bank account, long since confirmed… Feel like that email really got my hope up too.
Sara (Debt Camel) says
did they ever have any different bank details for you?
Greg says
No, only had one bank account
Rosie says
Me too Greg! Same exact email. From Kirsten? I have emailed back saying I haven’t received the funds. 🤷♀️
Greg says
Yep, same person Rosie. I gave them a call and the woman advised I should receive the funds within 24 hours so if I have not received anything by 9pm tonight to give them a call tomorrow.
Greg says
Any luck yet Rosie? none for me so far
Rosie says
Nope! Just phoned them and they said it appeared to have been processed, from “what she could see” to which I laughed and asked what that meant? She said because it’s a different departmebt sending out the refunds she could t see much.. but it did say it was processed on the 10th, and would take 24-48 hours to appear in my account.🤔 Not too sure I believe them, as other people have said it appeared within an hour or so, after a flurry of emails, which I haven’t received. Fobbed off til Monday now I feel… But still a teeny spark of hope.. I’ll update if any miracles occur! 🤣
Em says
After 4 weeks of no response to my adjudicator from QQ my complaint has now been put into the queue for the ombudsman. Only around 18 months since I first complained to QQ. Looks like another few months of waiting now :-(
david says
I waited nearly 3 years in total. Complaint originally raised in Jan 2017.
Just had my refund this week.
Em says
Congrats – must be a real weight off your shoulders now it’s finally done and dusted x what a long wait for you – here’s hoping mine doesn’t take another year :-) Won’t hold my breath though x
Colin says
I’m in the same boat, I can’t actually remember when I first complained, definitely over a year.
John M says
I spoke to a very nice lady at QQ today who actually understood it was over the 28 days. She said they had actually received a response from the team processing the refunds. They are working through them and apologise for not getting through so quickly but they have to do them one by one and authorised before payment goes and it is quite a complicated process their side. She said they are getting through them and every day they don’t pay the interest continues to accrue so it’s in their interests to pay ASAP. Still a bit of a fob off but at least a better answer than just to email their team and I hope it gives you all a better answer
Dave says
Hi guys on day 29 i emailed complaint@quickquid.co.uk i outlined it was day 29 etc etc then i checked at lunchtime and funds were in!.
Maybe worth a go at emailing the above . Good luck.
G says
Well done, if only it was that easy for others.
Just called 0800 0561515, says service is unavailable
Jeff says
I was given an offer Mid August and gave my new bank details to QQ. Every week since that date they have told me to wait another week for payment. I tried calling today and now the phone line just cuts off!! Not sounding too promising
John M says
Try 0800 056 1515. That worked for me earlier today. I also just tried and it connected
Rosie says
Woo woo, money finally arrived! No emails, just checked bank balance and could not believe my eyes! The stress of all this has been quite horrendous, bit shell shocked now!
Hoping everyone who is still waiting is paid promptly and can out this debacle behind them. Many thanks to Sara for this site, a much needed source of info and a sounding board for people who are at the end of their tether!
(My case took 2 years, was rejected at every stage by QQ, I accepted on 9/9. Paid today, 11/10.)
Sarah says
Hi Sarah, everyone. So cashnurnet(pounds to pocket) emailed asking for my bank account details yesterday. The Ombudsman let them know i accepted the offer on 25 September. I emailed back my bank details, but had no response, is this normal? Thanks Sarah
Darren Mallinson says
I’m on day 32 now.
I’ve just got in touch with them. Apparently they processed my refund yesterday after I called. Not sure what banking method they used (carrier pigeon?) but it apparently takes 24 to 48 hours to arrive in the account.
Something tells me I’m still going to be waiting on Monday…
John M says
Lucky you! I’m day 33 and still nothing so at least you have movement on yours. I hope it arrives soon for you
Chele says
Unfortunately I’m on day 42 and still nothing- Cba ringing yet again!!!!
Paul Davies says
I’m hating the fact that these clowns have got me in limbo. Can’t wait to be free from these parasites. I truly believe they think we are sub human. It doesn’t help that the fos are letting them get away with it. I genuinely thought that the money would be in my account days after the redress email. Day 42 is just disgraceful.
G says
42? Jeezo, god knows what’s going on. You must be demented
Sarah says
Its currently day 17 since the Ombudsman confirmed with cashnurnet. Day two since cashnurnet emailed me to get bank details. Who knows maybe we will all receive in time for Christmas. Thanks Sarah
Dan says
Sarah, I wouldn’t be surprised if they start their 28 days from when they verify your bank details. For me this was about 5 days after I accepted their offer. However, the 28 day rule doesn’t seem to mean much to them.