Student loans and pensions

fatbelly

louised1989 wrote: »

8 weeks with conga is up this Saturday, sent them a chaser email yesterday and receive this today.

"Unfortunately we have been unable to resolve your complaint within eight weeks of receiving it due to a higher than expected volume of customer queries.

We apologise for this delay, which is necessary to allow your complaint to be fully investigated. We thank you for your patience while we continue with our investigation and hope to respond within the next 4 weeks.

If you are not satisfied with our response, you can refer your complaint to the Financial Ombudsman Service."

Can i go to FOS as of Saturday or wait the extra 4 weeks?

You CAN go to FOS at the 8-week point.

However, as they have indicated they will respond in a further 4 weeks, I would probably allow them that.

fatbelly

Ginger.ice wrote: »

I am absolutely shocked by the FOS today. I got an email saying that after additional information from Uncle Buck she has changed her opinion. Apparently the accounts showing I was in a DMP had been supressed on my credit report given to Uncle Buck (I'm not sure how this happens) and therefore they had no way of seeing that I was in any financial difficulty. On this basis she is unlikely to unhold my complaint.

'Ginger, this sounds like nonsense from Uncle Buck that FOS have swallowed. Entries are not 'supressed' on a credit report.

There is an 'arrangement to pay' marker but most credit reports I see (and I see a lot as I am a DRO intermediary) do not have these because the individual entry has been defaulted. By definition, the people applying for DROs are in difficulty and almost no-one has one of these markers, though they have lots of unsatisfied defaults.

4 unsatisfied defaults would definitely be an indicator of financial difficulty with or without the 50 payday loan applications, in my opinion.

Delete33

Go to the FOS, Eight weeks is long enough. If you owed them money and said I can pay it back in 8 weeks and then asked for another 4 weeks, what do you think they would say to that ???????????

RingoC

I agree, they've had long enough at that point. They are just delaying the process needlessly, possibly to give you the same outcome of them refusing your complaint. I'd suggest you'd be better off at the 8 week point going to the FOS.

I'm on day 11 now, and only had 1 reply from Wonga asking for more info to identify me. Replied to that pretty much immediately but not heard any further.

Got my spreadsheet updated with my 8 week marks in early May. Going to be a long 8 weeks

excited_to_be_free

One rejection from Lending Stream but they offered to write off remaining loan (£80) but I paid more than 5 times that in interest. So I said no with more info. They didn't reply, so I sent another email asking if it was their final response. And they finally replied 3 weeks later to say they are looking into it. They claim my credit score was perfect 🙄 Only Monkey Dosh has come back with a final response of an absolute no. So that one is with the FOS. Still waiting the other 11 🙈 To respond. Their time is up on the 7th April 👍🏾

Boatdweller

Wonga have got until next week when my 8 weeks are up - so from the above replies it looks like they'll be asking for more time. I called them yesterday and they said they were still looking into and that the 8 weeks wasn't up yet, but I'll get an email when they do have a response.

Ginger.ice

I spoke to the adjudicator who had totally changed her mind about the Uncle Buck complaint. She explained her reasoning and it made genuinely no sense. I still think that Uncle Buck acted extremely irresponsibly and unfairly. The complaint has therefore had to be sent to an actual Ombudsmen for a final final decision. Its sad that it has come to this because it suggests that the PDLs might be getting better at arguing their case.


Fingers crossed the Ombudsmen has a better sense of right and wrong than the adjudicator does.


I mentioned that precisely the same compliant was raised against Wage Day Advance and that it was ultimately upheld by the FOS and that for the FOS to work effectively it has to be consistent. I'm not sure the adjudicator liked me saying that, but I said it anyway.


Totally confused that she's sided with Uncle Buck.

debtfree2016x

Sent an email to all of them as my 8 weeks in up end of next week just to make them aware I hadn't forgotten. Wongs replied, clearly they will ask for more time next week

Unfortunately, our investigation is taking longer than expected, and we can’t yet offer you a resolution to your complaint.

We appreciate your patience and apologise for any inconvenience that this delay may cause.

We try to resolve complaints as soon as possible and we will issue you with!a final response!no later than 8 weeks after you first contacted us. If we cannot respond in this time, we will contact you to explain the delay and outline when you can expect to receive a response. If you are unhappy with the progress of your complaint at that stage, you can refer it to the Financial Ombudsman Service.

Kind regards,

Complaints Team

illegally_blonde

I emailed payday express for an update today and I got the usual response about heavy workload and not in a position to give a final response. That's 12 weeks I've been waiting and their email says they anticipate it will be another 5-6 weeks! Almost half a year to resolve a complaint is ridiculous, I understand they must be inundated but surely it doesn't take that long. They replied to me quickly within the same day of me asking for an update so I find it strange they're taking so long to give final responses yet they can reply to my emails so fast.

On a better note vivus have agreed to wipe off the remaining balance I had with them, another 1 down and 3 to go.

Bruster

Serious out of the box question, regarding gestures of goodwill. I've had one and I've seen others.

You get an email stating they reject your complaint blah blah. But as a gesture of goodwill they will offer x y and z.

A gesture of goodwill is not legally binding, therefore could you accept the gesture, say cheers for being so kind. Then continue to pursue the complaint?