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Wonga.com
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Administrators' updates__
Affordability Claims FAQs__
Customers
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Complaints
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Suppliers
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Making repayments
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Contact us
------------------------- JOINT ADMINISTRATORS' UPDATE JOINT ADMINISTRATORS’ UPDATE AS AT 22 APRIL 2020 Please be aware that, in line with the operational wind down of the company, Wonga’s Customer Care team will cease its operations at 6pm on 24 April 2020. This means that they will no longer be able to answer customer calls or respond to emails. After the closure, should you have an urgent query regarding Wonga, your query should be directed to a member of the Joint Administrators’ team who can be contacted by email at wongaadministration@uk.gt.com.. JOINT ADMINISTRATORS’ UPDATE AS AT 19 MARCH 2020 The Joint Administrators have now attempted to make dividend payments to over 443,000 creditors representing 98% of the creditor population. This includes payments to creditors whose payments were briefly held back from the initial payment phase whilst additional validation checks were completed to new bank account and/or address details that were provided. The Joint Administrators now continue to focus on the remaining small population of unpaid dividends in order to complete the payment process. As indicated previously, a proportion of payments have not been successful due to incorrect bank account or address details held on file by Wonga. Of the unsuccessful payments, over half of these relate to dividend payments in respect of amounts that were owing by Wonga to customers prior to the appointment of the Joint Administrators. These amounts owing by Wonga were either due to an overpayment of a loan or a remediation/compensation payment which Wonga attempted to pay prior to the appointment of the Joint Administrators that failed to reach customers. A number of these customers have not actively engaged with Wonga for an extended period of time and the risk of out-of-date customer information is higher in comparison to those customers with a redress claim who actively engaged with Wonga during the administration and claim submission process. We are now working through a process to collect up-to-date bank account information from creditors so that we can reattempt the payment of unsuccessful dividends. We are continuing to send communications (via email) to these customers, requesting up-to-date bank account information, and the Joint Administrators would urge creditors to respond to these as soon as possible. For creditors who have responded, providing up-to-date bank account information, we will now instigate the process to resend the payment of your dividend. If you have recently provided all required information it should be noted that it will take approximately two weeks to validate, audit and process the payment of your dividend using the new information you’ve recently provided. The Joint Administrators would like to reiterate their appreciation to customers who have waited for their dividend payment, and please be assured we are working hard to ensure both the remaining unpaid dividends, including unsuccessful dividend payments previously attempted, are completed as quickly and efficiently as possible. The Joint Administrators thank you for your patience during this time, and should customers have any queries in relation to this matter, please contact the Wonga Customer Care team at customercare@wonga.com or on 020 7138 8330. JOINT ADMINISTRATORS’ UPDATE AS AT 2 MARCH 2020 The Joint Administrators have now attempted to make dividend payments to over 410,000 creditors. As indicated in the Dividend Declaration dated 29 January 2020, it was envisaged that a small population of creditors would not be included in the first phase of the dividend payment process as further time was required to process a significant volume of correspondence received from customers, including validating and auditing bank account information, in the lead up to the Joint Administrators issuing the Dividend payment. In addition to the payments that were not made we have had approximately 40,000 payments returned to us due to incorrect customer bank details recorded on file with Wonga. We will now begin contacting these customers whose payments were returned, by email, to obtain correct and up-to-date bank account details. The dividend payment process is taking longer than anticipated and payments will continue to be paid during the next two weeks. We apologise for any inconvenience this may cause and if you do not receive your payment within this period please contact the Wonga Customer Care team at customercare@wonga.com or on 020 7138 8330. The Joint Administrators appreciate customers have waited a significant time for these payments and we are working hard to ensure monies are distributed as quickly and efficiently as possible. The Joint Administrators thank you for your patience during this time, and should customers have any queries in relation to this matter, please contact the Wonga Customer Care team. JOINT ADMINISTRATORS’ UPDATE AS AT 29TH JANUARY 2020 The Joint Administrators have declared a first and final dividend. This is being communicated to all successful creditors on 29 January and payment of the dividend will be completed within a four-week period thereafter. Please note that the dividend you will receive will be significantly smaller than your claim amount. IMPORTANT UPDATE #CLAIMS The deadline for making a claim expired on 30 September 2019 and the Online Claims Portal is now closed. The Administrators are unable to accept any new claims. If you have any queries about your existing claim, please contact the Wonga Customer Care team. We’re here Monday to Friday 9am-6pm. We are closed on Saturdays, Sundays and Bank Holidays.CUSTOMERS
DO I STILL NEED TO REPAY MY LOAN? As the operations of the business have been wound down it is no longer able to accept payments. WHAT WILL HAPPEN IF I HAVEN’T REPAID MY LOAN? In the event that you were unable to repay your loan by 20 December 2019 we cannot issue statutory notices and your credit file will continue to reflect your outstanding loan as being in default. CAN I TAKE OUT A NEW LOAN OR ADD ADDITIONAL FUNDS TO MY EXISTING LOAN? The Joint Administrators are unable to provide further lending from the date of the administration appointment. I NEED TO TALK TO SOMEONE ABOUT MY LOAN OR I HAVE A QUESTION WHICH ISNOT ANSWERED HERE
Please check the FAQs section of the website at: https://www.wonga.com/help and if your question is not covered, please contact Customer Care on 0207 138 8330. The call centre will remain open as normal, but please be aware that we will be handling a high number of calls and your wait may be longer than usual. Please note that the call centre will not be able to answer any questions related to anything outside of standard service enquiries. WILL I STILL BE ABLE TO ACCESS MY ACCOUNT DURING THE ADMINISTRATION? The My Account section of the Wonga website is now closed and can no longer be accessed by customers.COMPLAINTS
IF I BELIEVE I HAVE BEEN TREATED UNFAIRLY AND ARE OWED SOME MONEY, I.E. I HAVE A COMPLAINT, WHAT SHOULD I DO? The window for submitting an unaffordability/ redress complaint hasnow closed.
The Joint Administrators have declared a first and final dividend. This is being communicated to all successful creditors on 29 January and payment of the dividend will be completed within a four-week period thereafter. Please note that the dividend you will receive will be significantly smaller than your claim amount. WHAT HAPPENS TO MY COMPLAINT ONCE SUBMITTED? All complaints that have been upheld in favour of the claimant and which require a refund to be paid rank as an unsecured creditor in theAdministration.
The Joint Administrators have declared a first and final dividend. This is being communicated to all successful creditors on 29 January and payment of the dividend will be completed within a four-week period thereafter. Please note that the dividend you will receive will be significantly smaller than your claim amount. IF I HAVE A COMPLAINT THAT HAS BEEN DECIDED IN MY FAVOUR BY WONGA AND I AM ENTITLED TO A REFUND, WHEN WILL I BE PAID? Any claims with a final response letter from Wonga have been agreed based on the value of the Wonga decision, or if higher, at the Joint Administrators’ adjudication value. The Joint Administrators have declared a first and final dividend. This is being communicated to all successful creditors on 29 January and payment of the dividend will be completed within a four-week period thereafter. Please note that the dividend you will receive will be significantly smaller than your claim amount. IF MY COMPLAINT IS VALID, WILL I RECEIVE THE FULL VALUE OF THE REFUNDTHAT IS DUE?
No, you will only receive a percentage of the accepted claim value. However, the Joint Administrators have worked to maximise monies available to pay to unsecured creditors. WHAT IF MY COMPLAINT IS ALREADY BEING CONSIDERED BY THE FINANCIAL OMBUDSMEN SERVICE (FOS)? All complaints have been assessed by the Joint Administrators. Due to the administration, the FOS are unable to adjudicate any complaints in relation to Wonga. WILL THE FSCS PAY MY CLAIM IF WONGA DOES NOT? No, the FSCS do not cover claims under consumer credit agreements. See https://www.fscs.org.uk/.SUPPLIERS
I AM OWED MONEY BY WONGA, WHAT SHOULD I DO? Check your contract. If your contract was with Wonga Group Limited or WDFC Services Limited and you have not been paid for goods or services provided, please provide details of your claim to the JointAdministrators at:
The Joint Administrators of Wonga Group Limited, and WDFC ServicesLimited
Grant Thornton UK LLP30 Finsbury Square
London
EC2P 2YU
Please note that the opportunity to submit a proof of debt in relation to WDFC UK Limited and/or Wonga Worldwide Limited has now closed. DO I NEED TO CONTINUE TO SUPPLY THE GROUP? The Joint Administrators’ representatives will make contact with you if supply is required. Any goods or services which are supplied after the date of appointment will be subject to new terms, agreed with the Joint Administrators. AFFORDABILITY CLAIMS FAQS > CLAIM OUTCOME HOW LONG DO I HAVE TO PUT IN AN AFFORDABILITY CLAIM? The deadline to submit a claim ended on 30 September 2019 and the Online claims portal is now closed. The Joint Administrators are unable to accept any new claims. If you have any queries regarding an existing claim, please contact the Customer Care Team. WHEN WILL I KNOW IF MY CLAIM HAS BEEN ASSESSED? All claims have now been assessed. If you have not received your assessment it may be because we do not have your most current email address on file. If that is the case please email us at customercare@wonga.com, including your claim case number, full name, and date of birth. We will update your email address and send yourassessment.
If your claim is rejected, we will email you with an explanation of the rejection and an explanation of any further actions you can take. WHAT DOES IT MEAN IF MY CLAIM IS AGREED? If your claim is agreed, you will be given a claim amount. IT IS IMPORTANT TO NOTE THAT THE DIVIDEND PAYMENT YOU RECEIVE WILL BE CONSIDERABLY SMALLER THAN YOUR ACCEPTED CLAIM AMOUNT. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of Wonga’s assets have been sold or realised and certain costs and deductions have been taken into account. HOW HAVE YOU CALCULATED THE VALUE OF MY CLAIM? Your claim / loans will be assessed against a number of different affordability criteria held on Wonga’s systems. The assessment tool considered the following:*
The customer’s loan value as a proportion of their reported income;*
The total time in loan, or number of loans to identify repeat borrowing without a significant break; and*
Additional affordability factors, e.g. payments in arrears of customerhardship
When we sent your assessment email, we provided sufficient information for you to understand how your claim had been calculated. IF MY CLAIM IS AGREED, WILL YOU REMOVE THE LOANS FROM MY CREDIT FILE? Yes, it is our intention to, albeit given the number of claims we have received, this may take a number of months after you have receivedyour assessment.
IF MY CLAIM IS AGREED, WILL I RECEIVE INTEREST ON MY CLAIM? Yes, statutory interest has been added to agreed claims at 8% up to the date of the administration (31 August 2018). IF MY CLAIM IS AGREED, WILL MY CLAIM TAKE INTO ACCOUNT FEES AND CHARGES I HAD TO PAY? Yes, paid fees and charges make up the net amount of any agreed loans, plus 8% statutory interest up to the date of the administration (31 August 2018). You will not be awarded any interest for the delay between date of administration and eventual date of dividend. IF MY CLAIM IS AGREED AND I DO NOT AGREE WITH HOW IT HAS BEEN VALUED I.E. THE AMOUNT OFFERED, WHAT CAN I DO? The Joint Administrators have designed the assessment process to identify unaffordable loans. If you do not agree with the calculation amount (including if your claim has been rejected entirely), you will have 21 days to respond to the Joint Administrators in writing (by email or post) with the reason(s) for your disagreement and evidence to support this reasoning. UPDATE: The appeals period has now expired. Claimants are now unable to appeal the Joint Administrators’ assessment. IF MY CLAIM IS AGREED, HOW MUCH MONEY WILL I RECEIVE? PLEASE BE AWARE, IF SUCCESSFUL, THE PAYMENT YOU RECEIVE WILL BE CONSIDERABLY SMALLER THAN YOUR ACCEPTED CLAIM AMOUNT. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. WHO WILL PAYMENTS BE MADE TO? Any payment to successful claimants will, in the first instance, be paid to the latest bank account Wonga currently has on record, unless the customer contacts the Wonga Customer Care Team and either updates their bank details or requests the funds are paid to another person. We will require proof of ID and other supporting evidence to make suchchanges.
PLEASE BE AWARE, IF YOUR CLAIM IS SUCCESSFUL, THE PAYMENT YOU RECEIVE WILL BE CONSIDERABLY SMALLER THAN YOUR ACCEPTED CLAIM AMOUNT. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be sharedout.
CAN I UPDATE MY BANK ACCOUNT SO PAYMENT OF THE DIVIDEND GOES TO THE CORRECT BANK ACCOUNT? The Joint Administrators have given claimants an opportunity to update bank account details following the launch of the Online Claims Portal in April 2019. In preparation of the dividend the Joint Administrators are no longer accepting bank account updates after 29 January 2020. Where the Joint Administrators do not hold bank account details for you or the bank account details are incorrect, the dividend will be issued by cheque and sent to the address noted on the claimants Wongaaccount.
AFFORDABILITY CLAIMS FAQS > CUSTOMER SAFETY WHAT SHOULD I DO IF I AM APPROACHED BY SOMEONE SAYING THEY WORK FOR WONGA, GRANT THORNTON OR THE JOINT ADMINISTRATORS AND WANT TO HELP MESUBMIT A CLAIM?
The opportunity to submit a claim has passed Do not give details of your claim to anyone who approaches you, alleging that he or she work for Grant Thornton, Wonga or otherwise. If you do require assistance, or are unsure as to the validity of any correspondence, you have received please contact the Wonga CustomerCare Team.
WHAT SHOULD I DO IF SOMEONE HAS INDICATED THEY CAN ENSURE I CAN GET A HIGHER CLAIM AMOUNT, BUT I HAVE TO PAY THEM A FEE FIRST? The Joint Administrators are under a duty to treat each claim equally. Every claim has therefore been assessed in the same way, irrespective of who submits the claim. WILL ANYONE ASK FOR MY BANK DETAILS? We are in the process of validating and updating bank details for successful claimants. If your claim was accepted, you will have received an email asking you to check that we have the right details on file. If you indicated that we do not, we will have sent you a secure link to upload your new details along with proof of ID and supporting evidence. All bank account updates must be submitted by 29January 2020.
MAKING REPAYMENTS
IMPORTANT UPDATE: WONGA HAS CEASED TRADING ON 20 DECEMBER 2019 AND IS NO LONGER ACCEPTING LOAN REPAYMENTS.CONTACT US
HOW CAN I CONTACT YOU? The Customer Care team will be experiencing substantial volumes of emails and calls from now until March 2020. We thank you for your patience and hope that you can find an answer to your query within ourFAQs.
If you do need to get in touch in relation to something which our FAQs have not been able to answer, you can email us at customercare@wonga.com or call us on 0207 138 8330. Please do be aware that there may be a delay in the time that a member of our team canrespond.
We’re here Monday to Friday 9am-6pm. We are closed on Saturdays, Sundays and Bank Holidays. WDFC UK Limited (in administration) is registered in England and Wales with registered number 6374235 and registered office at c/o Grant Thornton UK LLP, 4 Hardman Square, Spinningfields, Manchester, M3 3EB. Authorised and regulated by the Financial Conduct Authority under registration number 671454. The affairs, business and property of Wonga Group Limited, WDFC UK Limited, WDFC Services Limited and Wonga Worldwide Limited (the Companies) are being managed by Chris Laverty, Daniel Smith and Andrew Charters, appointed as Joint Administrators on 31 August 2018. The Joint Administrators act as agents of the Companies and without personal liability. Chris Laverty, Daniel Smith and Andrew Charters are authorised by the IPA to act as insolvency practitioners.Details
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