Aqua Card - Rude Customer Service

TheEffect

I just phoned Aqua Card as I was going to cancel my account, but decided I might as well keep it for the green 0's (I closed my Vanquis card).

I got through to a gentleman who sounded very stroppy. He managed to order me a new card and then I asked why I keep getting declined when I apply for a credit limit increase as I've been with them 7 months and paid off on time each month (still on £250 limit)... he basically started talking to me like I'm an idiot, and said if you keep applying, we'll keep declining so stop applying. I asked if there's anyone I can talk to, to see if it can be overturned, he just said 'Like I said, it'll be declined and it's pointless, but I'll apply again for you now, 1 second, it's been declined'. He blatantly didn't apply, he just said that.

Their customer service is quite appalling I think. They may have online services, but Vanquis has much better customer service.

My advice would be avoid Aqua Card.

NickX

Why didn't you just tell him to cancel there and then due to his attitude ?

Bad customer service like this is not acceptable.

TheEffect

Because I have £186 on the card that I cannot clear until 15th (Saturday) when I get paid.

NickX

TheEffect wrote: »

Because I have £186 on the card that I cannot clear until 15th (Saturday) when I get paid.

I see. Once you have paid that off, I would be tempted to try for another increase and if you get the same response tell them to stick their card.

The interest on Aqua is extortionate anyway, you may be able to get a better mainstream card now if you have run Aqua and Vanquis successfully for a few months.

TheEffect

NickX wrote: »

I see. Once you have paid that off, I would be tempted to try for another increase and if you get the same response tell them to stick their card.

The interest on Aqua is extortionate anyway, you may be able to get a better mainstream card now if you have run Aqua and Vanquis successfully for a few months.

Have too many searches to go mainstream. Have 17 in the last 3 months and 38 overall. Need to wait 12 months for them to all drop off.

normanmark

With that amount of searches, was it not obvious as to why you was getting declined?

never-in-doubt

normanmark wrote: »

With that amount of searches, was it not obvious as to why you was getting declined?

Nope, it wouldn't affect a credit increase - only new applications. Credit increase checks work on CAIS which does not overly affect the search data, it specifically sticks to adverse and balance data.

I'd say its because it is Aqua but then TBH i'd just close it then apply to Halifax and they should see that he was a good Aqua customer.

TheEffect

normanmark wrote: »

With that amount of searches, was it not obvious as to why you was getting declined?

Increases are internal.

never-in-doubt

TheEffect wrote: »

Increases are internal.

Get shot mate - they are dire anyway! You'd have better keeping Mr 'V' :rotfl:

Ritchie74

TheEffect wrote: »

Increases are internal.

True, that said though, companies can get monthly bureau feeds (containing CAIS/ER/Search & public info). If they upload this data onto their Mainframe they could use it as part of decisioning. Not seen search info used in this way myself but that's not to say it isn't used. I have defo seen external utilisation used in this way (I.e. How large the bal:limit ratios are on the cards not belonging to that company) as well as indebtedness scores etc

Agree OP should get rid, cool it with new applications and wait 3-6 months for a lower rate mainstream card

PARIS_5000

TheEffect wrote: »

I just phoned Aqua Card as I was going to cancel my account, but decided I might as well keep it for the green 0's (I closed my Vanquis card).

I got through to a gentleman who sounded very stroppy. He managed to order me a new card and then I asked why I keep getting declined when I apply for a credit limit increase as I've been with them 7 months and paid off on time each month (still on £250 limit)... he basically started talking to me like I'm an idiot, and said if you keep applying, we'll keep declining so stop applying. I asked if there's anyone I can talk to, to see if it can be overturned, he just said 'Like I said, it'll be declined and it's pointless, but I'll apply again for you now, 1 second, it's been declined'. He blatantly didn't apply, he just said that.

Their customer service is quite appalling I think. They may have online services, but Vanquis has much better customer service.

My advice would be avoid Aqua Card.

I had a Aqua card and got rid of it after only 4 months because I was not happy with their service. They are apart of halifax which has major financial problems.

I think the best thing is to get rid of their 39.9% credit card.