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  • FIRST POST
    • Summerskye
    • By Summerskye 7th Jul 17, 2:18 PM
    • 4Posts
    • 0Thanks
    Summerskye
    Aqua Credit Cards: Problem obtaining cashback
    • #1
    • 7th Jul 17, 2:18 PM
    Aqua Credit Cards: Problem obtaining cashback 7th Jul 17 at 2:18 PM
    I took out an Aqua credit card in March 2016 after seeing on MSE that it offers 0.5% cashback on all purchases. I was told that any cashback that had been earned is paid in the month following the anniversary of joining which, in my case, would have been April 2017. To date I have accumulated over £90 in cashback but have failed to get it paid to me. I have spoken to Aqua a few times, the last time earlier today, and they have told me that quite a number of accounts are experiencing this problem due to a 'known technical error' and there are no further updates as to when the matter will be resolved.

    This is simply not good enough and it seems like Aqua are just hanging onto money which is rightfully ours. Has anyone else experienced the same problem?
Page 1
    • zx81
    • By zx81 7th Jul 17, 2:25 PM
    • 14,392 Posts
    • 15,186 Thanks
    zx81
    • #2
    • 7th Jul 17, 2:25 PM
    • #2
    • 7th Jul 17, 2:25 PM
    They're not hanging on to it. They have systems problems as they often do.

    It'll be resolved
    • Neil Jones
    • By Neil Jones 7th Jul 17, 2:26 PM
    • 1,013 Posts
    • 559 Thanks
    Neil Jones
    • #3
    • 7th Jul 17, 2:26 PM
    • #3
    • 7th Jul 17, 2:26 PM
    I was under the impression the cashback was paid back into your account not to you, so it knocks a chunk off the balance at the next bill.

    Indeed if I look on Aqua's website it says:

    The difference is that it also rewards you for doing so. It gives you 0.5% Cashback (up to £100 per annum) on everything you buy, provided you stay within your credit limit and make your minimum repayment on time.

    - A 0.5% Cashback reward paid into your account every year
    by http://www.aquacard.co.uk/credit-cards/aqua-reward/
    I have presumed "account" means "credit card account", not bank account. Indeed when I had Santander's 123 card that's how it worked and I didn't presume Aqua would be any different.
    • molerat
    • By molerat 7th Jul 17, 2:50 PM
    • 17,480 Posts
    • 11,707 Thanks
    molerat
    • #4
    • 7th Jul 17, 2:50 PM
    • #4
    • 7th Jul 17, 2:50 PM
    If you wish you can make a formal complaint and take it to the ombudsman if not satisfied. The FOS don't take kindly to lenders making offers and then failing to keep to them.
    www.helpforheroes.org.uk/donations.html
    • john1002
    • By john1002 7th Jul 17, 5:10 PM
    • 865 Posts
    • 365 Thanks
    john1002
    • #5
    • 7th Jul 17, 5:10 PM
    • #5
    • 7th Jul 17, 5:10 PM
    Same problem for me, raise a complaint and you will get it paid in fact if like me you'll get it twice in the form of goodwill gesture and then the cash back although it did take over 12 months to get applied.

    John
    • Summerskye
    • By Summerskye 8th Jul 17, 9:52 AM
    • 4 Posts
    • 0 Thanks
    Summerskye
    • #6
    • 8th Jul 17, 9:52 AM
    • #6
    • 8th Jul 17, 9:52 AM
    Yes I was expecting it to be deducted from my monthly statement but that hasn't been the case.
    • Summerskye
    • By Summerskye 8th Jul 17, 9:54 AM
    • 4 Posts
    • 0 Thanks
    Summerskye
    • #7
    • 8th Jul 17, 9:54 AM
    • #7
    • 8th Jul 17, 9:54 AM
    If you wish you can make a formal complaint and take it to the ombudsman if not satisfied. The FOS don't take kindly to lenders making offers and then failing to keep to them.
    Originally posted by molerat
    Do you mean make a formal complaint to Aqua? If so how would I find the right address to direct the complaint to?

    Thank you for your advice.
    • Summerskye
    • By Summerskye 8th Jul 17, 9:55 AM
    • 4 Posts
    • 0 Thanks
    Summerskye
    • #8
    • 8th Jul 17, 9:55 AM
    • #8
    • 8th Jul 17, 9:55 AM
    Same problem for me, raise a complaint and you will get it paid in fact if like me you'll get it twice in the form of goodwill gesture and then the cash back although it did take over 12 months to get applied.

    John
    Originally posted by john1002
    Thank you John. I'll do that and hopefully it will be resolved.
    • molerat
    • By molerat 8th Jul 17, 12:10 PM
    • 17,480 Posts
    • 11,707 Thanks
    molerat
    • #9
    • 8th Jul 17, 12:10 PM
    • #9
    • 8th Jul 17, 12:10 PM
    Do you mean make a formal complaint to Aqua? If so how would I find the right address to direct the complaint to?

    Thank you for your advice.
    Originally posted by Summerskye
    http://www.aquacard.co.uk/complaints/
    www.helpforheroes.org.uk/donations.html
    • BoxerRules
    • By BoxerRules 4th Aug 17, 11:19 AM
    • 5 Posts
    • 3 Thanks
    BoxerRules
    Check Loyalt Reward
    My cashback is paid annually as a credit back to the account under the title 'Loyalty Reward'. Check your statement in case you have missed it!
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