1 reviews | Active since Mar 2026
Repeated Debit Order Despite Active Debt Review and Outstanding Refund
I am writing to formally lodge a complaint regarding the continued debit orders being processed against my bank account despite the fact that I am currently under debt review through Debt Busters.
Wonga is fully aware of my debt-review status, and this information is reflected on my profile. Despite this, Wonga deducted funds from my account last month. My financial advisor subsequently submitted a refund request for the amount that was incorrectly debited. I am still waiting for this refund, and I have repeatedly been informed that the delay is due to a backlog.
I am extremely concerned and dissatisfied that, while the previous refund remains outstanding, Wonga has once again debited my bank account this morning.
This is unacceptable, particularly as Wonga has been made aware of my debt-review arrangement and should have the relevant information reflected on my account. The repeated debit is causing me unnecessary financial hardship and defeats the purpose of the debt-review process.
I therefore require Wonga to urgently:
Investigate the debit processed against my account today and provide a written explanation as to why it was processed despite my active debt-review status. Process an urgent refund of today's debit. Provide me with an update and expected payment date for the previous refund that is already outstanding. Confirm in writing that my account has been correctly flagged for debt review and that no further debit orders will be processed outside of the agreed debt-review payment arrangement. Provide a full breakdown of all amounts deducted from my account since the commencement of my debt review. Provide me with a formal complaint/reference number for this matter.
I do not consider a general explanation that there is a "backlog" to be an adequate resolution, particularly when another debit has now been processed while my previous refund remains outstanding.
We're sorry to hear that you're experiencing financial difficulties at this time. However, we recognise that applying for debt review is a positive step towards regaining control of your finances, and we want to ensure that the process is as smooth as possible for you.
We've reviewed your account and would like to clarify why collections are still being processed. Your debt counsellor has submitted the first form, which notifies us that you have app**** for debt review. However, we have not yet received the second form, which formally confirms the outcome of the debt review assessment.
Please contact your debt counsellor and ask them to submit the required Form to us. Once the necessary documentation has been received and processed, the appropriate action can be taken on your account regarding collections.
We can also see that collections have been made from your account. However, we have not received a refund request from your debt counsellor. We understand that you previously emailed us to confirm whether such a request had been received. Please follow up with your debt counsellor regarding the refund request as well.
As you are currently undergoing debt review, there are limitations on what we can discuss with you directly regarding transactions and repayment arrangements. Your debt counsellor should therefore communicate with us on your behalf regarding these matters.
We understand that this process can feel overwhelming, Antoinette, and we hope this provides clarity on what is still required. We'll gladly work with your debt counsellor to ensure the correct process is followed.
Kind regards,
Wonga
We're sorry to hear that you're experiencing financial difficulties at this time. However, we recognise that applying for debt review is a positive step towards regaining control of your finances, and we want to ensure that the process is as smooth as possible for you.
We've reviewed your account and would like to clarify why collections are still being processed. Your debt counsellor has submitted the first form, which notifies us that you have app**** for debt review. However, we have not yet received the second form, which formally confirms the outcome of the debt review assessment.
Please contact your debt counsellor and ask them to submit the required Form to us. Once the necessary documentation has been received and processed, the appropriate action can be taken on your account regarding collections.
We can also see that collections have been made from your account. However, we have not received a refund request from your debt counsellor. We understand that you previously emailed us to confirm whether such a request had been received. Please follow up with your debt counsellor regarding the refund request as well.
As you are currently undergoing debt review, there are limitations on what we can discuss with you directly regarding transactions and repayment arrangements. Your debt counsellor should therefore communicate with us on your behalf regarding these matters.
We understand that this process can feel overwhelming, Antoinette, and we hope this provides clarity on what is still required. We'll gladly work with your debt counsellor to ensure the correct process is followed.
Kind regards,
Wonga