I would like to openly discuss my experiences with Wonga, and go into some more detail about how its all worked out.
Many months back, in desperate need of a quick injection of cash, I resorted to Wonga. A friend had kindly helped me out of the bog of financial despair with them once, but I fucked up, plain and simple. Even more stupidly I missed my payment / renewal date, and was faced with paying it all off in one hit, or entering a 'payment agreement'.
Settling for the payment agreement I spoke with the team about it, and was very pleased with the experience setting it up. 2 months down the line my debit card was renewed and I screwed up and forgot to tell Wonga, so the payment failed.
I contacted them, apologised and gave them the new card details. Crisis averted, or so I though. The following month I recevied an email saying the payment had failed. I called up again, the agent had forgotten to save the card details. No big deal.
The next month, payment failed email again, I call up, this time its a system outage and the payment HAD gone through, but one system didn't tell another, so the email was sent.
Next month, payment failed, month after, payment failed.... I tried in vain to contact them to sort this out, emails, phone calls etc all covered in previous blog entries, but nothing worked.
On calling last month the agent took a payment over the phone without my authorisation, I complained but Wonga failed to get back to me, so with this I approached the Financial Ombudsman who have taken the matter on.
This month I decided to be proactive, and called Wonga a week before the payment was due. Went through it all with the agent, and confirmed they had all the right details to take the payment on the due date.... This morning I get an email... PAYMENT FAILED! So this time, paranoid that something was wrong at the banks end, I called the bank.
First up THANK YOU NatWest for having such a coherent bunch on both Twitter and phone banking, they are amazing to deal with and answered all my questions faultlessly and promptly.
In this conversation with NatWest it was confirmed to me that not only had no payment failed, but no payment has even been presented to them for authorisation.
Seriously Wonga, you are hassling, harassing, and upsetting me with emails saying I have in some way failed to keep up my end of the bargain, and YOU have not even asked my bank for the money.
As per my emails, YOUR MOVE !! I have called you, emailed you, tried to work with you to give you my money, the money I agreed to pay you after my own slip up..... Now its up to you. I will make NO further efforts to make payment this month until YOU contact me. I realise that you will probably ignore my emails about the matter like you did last month, and that the next things I will get are emails or letters saying you have cancelled the agreement, are going to add interest, and all other sorts of financial threats. Thats fine. IF you can't be bothered to engage with a customer to resolve matters of you OWN failures I will quite happily wait for this to reach County Court level, then explain to them the poor levels of customer contact you have, and produce the emails, and call logs of when I have tried to make payment and resolve the matter.
As a matter of principal I am no longer willing to waste my time trying to sort the matter out, and if it does require any further input from me, other than answering a call or email from yourselves, I will start to add admin fees.
So Wonga..... YOUR MOVE! I look forwards to hearing from you.