Aqua Reward Credit Card - 3% cashback up to £100/year

Aquamania

donslosers wrote: »

That's ridiculous!

Threaten them with the Ombudsman when you 'phone yet again and they may offer you £20 compensation for the hassle you've had.

I doubt it. Threatening behaviour is not likely to be rewarded by gestures of goodwill.

Furthermore, everyone knows that that the ombudsman won't act unless you have first gone through the provider's formal complaints procedure and either received a deadlock letter or 8 weeks have passed since raising the complaint, whichever occurs first.

A polite letter on complaint to the provider in line with their complaints procedure is most likely get any gesture of goodwill, assuming you get no joy via a simple phone call to their customer services.

System

boobbby wrote: »

Phoned last Sunday and they agreed to pay into my bank account £20 so I gave them a sort code and account number. They tell me it would be in my account within 2 days. I checked today and it has been paid in using faster payments so looks like they can pay money back quickly if they want.

Mine's gone in today too by faster payments_party_

AT LAST!

The_Enforcer

Cheque arrived on Friday 28th March, so paid it in on Saturday and has since cleared.

The_Boss

Hadn't visited for a while, but just to say I got a nice bonus £20 payment for my complaint to Aqua.

Which is yet more proof that contacting the ombudsman before complaining to Aqua was totally unnecessary and a waste of the ombudsman office's time.

adam1314

The cheque still doesn't arrive with today's post so I called aqua card just now and politely told the guy who answered my call that on Monday your colleague had told me it will definitely arrive on Thursday and a complain has been submit by him on Monday and 3 working passed, no one dealt with my complain. I also told the guy the experience that when I submit a complain to barclaycard, they come back to me in one hour and apology and credit my account as a goodwill. Then the guy put me on hold for 7 mins and told me we can give you a tenner credit as goodwill to your bank account but I refuse that and told the guy I have called aqua card more than 5 times and each time the call is not less than 10 mins. 10 pounds is not enough to cover my phone bill. Therefore, the guy said the maximum compensation is 20 pounds. I accept 20 credit and have been told it will turn out in my bank account in 10 working days. I will see if they really send me the compensation.

adam1314 wrote: »

After noticing that people received their cheque on Friday but I've not received one, I called aqua card and a guy told me i will definitely receive my cheque on Monday. No surprise today that I still do not receive it so call them again and i am really angry this time. A guy put me on hold and talked to his manager and then told me they were trying to send all the cheque last week but because their franking machine can't handle so many cheque, they send all the cheque today. I am not sure this is gonna be another lie but will wait and see on Thursday. The guy also put a complain note for me but I do not see it may help me to get my mobile bill covered or speed up the delivery of the cheque.

donslosers

Aquamania wrote: »

I doubt it. Threatening behaviour is not likely to be rewarded by gestures of goodwill.

Furthermore, everyone knows that that the ombudsman won't act unless you have first gone through the provider's formal complaints procedure and either received a deadlock letter or 8 weeks have passed since raising the complaint, whichever occurs first.

A polite letter on complaint to the provider in line with their complaints procedure is most likely get any gesture of goodwill, assuming you get no joy via a simple phone call to their customer services.

Whilst your point is perfectly valid, Aqua's procedures have pushed customers beyond the limit of polite objections.

Complained to them over 10 weeks ago now about incorrect cash back in January statement and still awaiting a response, so as much faith in their complaints handling procedure as their cash back payout procedure!

Aquamania

donslosers wrote: »

Whilst your point is perfectly valid, Aqua's procedures have pushed customers beyond the limit of polite objections.

Complained to them over 10 weeks ago now about incorrect cash back in January statement and still awaiting a response, so as much faith in their complaints handling procedure as their cash back payout procedure!

Pretty sure you should have had at least one letter by now, if only to acknowledge receipt of your complaint.
Perhaps they never got your complaint?

If they had, yYou probably should have had another coming close to 8 weeks later to update you on the position - although that's not guaranteed.

After 8 weeks you don't need to threaten them with the ombudsman, they are fully aware of your entitlement to go to the ombudsman (and should actually inform you of it, as otherwise that is also a reason for another complaint ).
I'd expect any financial service provider that is signed up with the ombudsman service to expect any complaining customer to go to the ombudsman if they have not been given a full and proper resolution within 8 weeks ... especially if they have not told you any progress and/or said how much longer they may take to reach a resolution (and even then they know you are entitled to involve the ombudsman if you want)

lisyloo

{QUOE]they are fully aware of your entitlement to go to the ombudsman[/QUOTE]

In my experience (and you might call me a "professional complainer") it pays to let the 3rd party know that YOU are aware of your rights.

Many companies assume that a certain % of people can be "fobbed off" and a certain % just wont bother.
So there is sometimes value in telling them that you know your rights and also that you are now motivated to use them.

I've won 6.5 victories out of 7 at the Ombudsman, but then I do tend to pick my battles.

michaels

donslosers wrote: »

Whilst your point is perfectly valid, Aqua's procedures have pushed customers beyond the limit of polite objections.

Complained to them over 10 weeks ago now about incorrect cash back in January statement and still awaiting a response, so as much faith in their complaints handling procedure as their cash back payout procedure!

I think it is very poor that they did not credit cashback for transactions on the 20th and 21st of January and are not fixing it for everyone but only those who complain.

red98

I opted to do nothing when I got my letter stating the account would be closed and let the account lapse. I cleared the card in full and received a cheque on 27 March for the outstanding cashback. I paid the cheque in (at a HSBC branch) and it has now cleared without problems.

I thought this would be the end of the account (i.e. credit card closed) but I'm now not sure. I logged into the aqua website and the card shows a zero balance (correct) but nothing indicates it is closed. My credit limit still shows and the 'available to spend' figure is my full credit limit rather than zero. Anyone else checked online recently? Does you card still show an available spending amount?