Over time I’ve had a couple of small loans from Wonga. First time round hubby went off to do an IT contract and through no fault of his own ended up with the car locked into a car park (he actually asked where he should park). It happened to be 2-3 days before pay day and we didn’t have anything in the bank account for him to be able to buy any dinner, let alone get a motel for the night; so I turned to Wonga – I could borrow a small amount, pay half back this coming pay day (reducing fees and interest) and half the next.
Every thing worked out well and further down the line I again took out a small loan.
Imagine my surprise when I tried to pay off my loan early and my card was rejected! I had, of course, double checked that there was enough cash in the bank first. I checked again and yes, there was more than enough to make my repayment. Tried to pay again – card rejected. Paid a couple of other small things (PayPal and Amazon) without any trouble. tried yet again to pay Wonga but again card rejected.
I tried to phone them – the number listed on their site. But each time I got as far as being able to select the option for speaking to a real advisor the call was dropped. The first time I thought maybe it was gremlins on the line and tried again – same thing. Tried again later – same thing. Hmmm.
So, I did what seemed logical (and is actually on their site as an option) I set up a direct payment and paid off my loan in full before my “promise date”. I duly wrote and sent an email to the appropriate address on their site, made sure it contained all the appropriate details and relaxed knowing I had fulfilled my end of the deal.
What a shock when Wonga then took a late fee and partial payment of the supposed outstanding balance!
I tried to phone them but once more as soon as I selected the option for a real live person – guess what – yes, the line dropped.
Wonga then took further payment, supposedly completing my “outstanding balance”. Again no joy in being able to phone them. Of course during all this I have emailed them again and again.
Their site claims to respond to emails within 24-48 hours – it took over 200 hours before I got my FIRST reply from them.
Now, I’m not asking for much – I want my money repaid back to me, I want an apology for their screw up and I want my account corrected to show that I did not go into arrears.
OK I’d be lying if I said I wouldn’t like them to repay the interest that they’d be charging me if I had money from them – but what’s the reality of that happening?
Of course Wonga now email back telling me to phone them and discuss my account.
Well, (not) surprisingly it’s not really possible to speak to anyone at Wonga – the line drops when you select that option. So telling me to phone them is really a bit like them sticking their fingers in their ears and going “lalalalalala”.
In fact why should I be paying to phone them for their error? Given that I had to give them my phone number to sign up in the first place – why don’t they phone me?
From my point of view there really isn’t much to discuss.
I repaid my loan in full before my promise date.
That should have been the end of it.
Wonga took extra money from my account.
- I want it back.
Wonga accused my of being in arrears.
- I want an apology for this untruth.
Wonga added defaults to my account.
- I want them removed as this is in fact in correct.
See – not much room for discussion.
To back all this up I even sent Wonga screenshots of my back account:
Showing that I had the funds to pay my loan, so no reason for my card to be rejected.
Showing that my loan repayment had been made, so not in arrears.
Showing that Wonga had taken extra payments after my loan was repaid, so should be returned to me.
I have written letters to The Financial Ombudsman, BBC Watchdog and Which amongst others.
Currently Wonga have had a £10 “late fee” and £33.58 of mine for 19 days AND a further £34.87 for 7 days now. I’d sure be interested to know what the interest on that would be.
Just a thought seeing as Wonga doesn’t have a contract with me for those “loans” doesn’t that technically make it theft or fraud?
No Wonga – I am not afraid to make the truth public.