Wonga's Apology For Fake Legal Letters
Updated: 10:55am UK, Thursday 25 September 2014
This was the full text of Wonga's apology and information for customers when the scandal broke in June:
Dear Wonga customers,
We are issuing a public apology following an announcement by the Financial Conduct Authority regarding the following two issues.
Historical debt collection issues:
Between 2008 and 2010, we sent out letters to 44,556 customers claiming to be from companies "Barker & Lowe" and "Chainey, D'Amato & Shannon".
These letters were in fact from Wonga. They gave the misleading impression that customers' outstanding debts had been passed on to a law firm (or other third party) with the threat of adverse consequences if the debts were not repaid quickly. Charges were added to some customer accounts as a result of this practice.
This practice was unacceptable and should never have happened. It ran contrary to the principle of transparency on which our business has been built.
System errors:
Following an internal investigation we have also identified certain system errors, which resulted in the miscalculation of some customers' balances. Some customers overpaid Wonga whilst a greater number underpaid, with the majority of those customers who overpaid Wonga, overpaying by less than £5.
All known balance calculation issues have been addressed. For existing customers, where they have overpaid Wonga this will be repaid with interest and those who underpaid Wonga will not be asked to pay the shortfall.
:: Our apology and next steps
We apologise unreservedly to all of our customers.
We are working with the Financial Conduct Authority, our regulator, to agree a redress programme which will ensure customers are appropriately compensated.
We are identifying all of the customers who have been affected and we will be in contact with them directly by email and letter.
Wonga was set up to meet the widespread demand for short-term finance and we are committed to serving you in a transparent, fair and responsible way. However, it is clear that as we grew, we made mistakes along the way. We accept responsibility for our mistakes and we will learn from them.
We aim to deal with this issue as quickly and fairly as possible. We are working hard to do the right thing and earn back our customers' trust.
What you need to do:
We are identifying all those affected and we will be in contact directly to ensure customers are appropriately compensated.
If you have received an email or letter identifying you as affected, please follow the 'Check or update your contact details' button.
Alternatively you can call our Customer Services team on our free phone number, 0800 840 0836 or national call rate number, 03330 050836
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