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

adam1314

No cheque arrived after Monday so called up again and they took my bank account details and told me if no cheque is cashed by 18 Apr, they will credit the cashback to my bank account.

btw, the 20 quid compensation has been paid into my bank account today.

sivs

I have called them yesterday as not heard anything from them since Feb. They have confirmed they have processed this payment and it will arrive in my bank on Thursday. I asked how they got my bank details and they confirmed it the account that my DD was paid from.

I will keep you posted if this appears.

Just caught up on the post as been away and realised that people have been paid compensation wished I know this before I spoke to them yesterday.Damn it!

michaels

adam1314 wrote: »

did they tell you a timescale? how long will the £125 will be in your bank account?

Received on Tuesday, 2 working days.

Clapham_Omnibus

donslosers wrote: »

I received the same letter regarding cheques on Friday, having waited for 10 days for the replacement cheque to arrive. Called them up..YET AGAIN..as didn't want the effort of going back to the bank and potential embarrassment of the cheque being rejected again.

Guy on the other end had no idea what I was talking about and had to speak to a colleague before offering me a bank transfer. Ironically, two weeks previously, when complaining about the rejected cheque I had asked if the money could be transferred to my bank account and was told no!

Then passed on to a supervisor, who was no help, regarding the whole mess and complaint about incorrect cashback in January, who then asked me to hold whilst he put me through to complaints...gave up at that point.

Have now escalated complaint to the Ombudsman, as many have in this thread, which will give Aqua more work, so things will probably take even longer to resolve ...and still haven't received the money to my account!

You couldn't make it up! Will this mess ever be finally resolved?

I would suggest that you take the original cheque to the Bank and ask them to process it manually at the counter. My cheque was rejected 3 times by the automatic system but when it was done manually it went through and the cheque cleared in 5 days

adam1314

still no cheque arrived so give them a call and they agreed to transfer the cashback amount to my bank account in up to 5 working days. Will report when it is in my bank account.

Jakg

Sent a complaint letter in a few weeks ago, got a "were looking into it" letter but heard nothing since?

I know I've got to wait 8 weeks before I can refer it but has anyone else heard anything in the meantime?

Aquamania

Aquamania wrote: »

Followed the advice here and questioned why the cashback was short last month.

Anyone else now got a "DEBIT GESTURE OF GODDWILL" (sic) on their account?

Yes they have debited my account, not credited it with £10

Time for another call I think ....

I don't believe this of Aqua. I really couldn't make it up if I tried.

I actually wrote to Aqua about this transaction, rather than be fobbed off with another made up answer from them on the phone, and today I get a written response.

Where do I start? At the beginning I guess.

They claim in their letter that on 22 January 2014 they were still getting lots of applications to transfer to the new reward account (not from me they didn't), so they postponed the closing of accounts until 14 February.
(So how come I was not allowed to use my account after 21 January, and the transaction on 20 January was only given 0.5% cashback?)

This was because they say once the cashback was actually credited, they would not accept an application for the new rewards account.
(Isn't the 0.5% rewards card now available to anyone, subject to acceptance, via their site?)
They said this postponement meant that cashback payments were, as a result, delayed by 4 weeks.
(So postponing the closure of my account by 3 weeks postponed the payment of cashback by 4 weeks?)

They said they only told people who contacted them by phone of this postponement
(Did anyone here get told, because I wasn't told it when I called them?)

and that they couldn't inform customers in writing as they didn't know who was affected
(Surely it was all those accounts where an existing customer had not already provided a new, signed CRA?)

They then say the cashback was credited to my account on 21 February, but in the same sentence admit it is only shown as credited to my account according to my statement on 4 March
(No explanation as to why these dates differ)

They say records show I have now received the cashback by cheque which has been deposited (well that bit is true - cheque was dated 25 March iirc)

They then go onto admit that a credit they had promised at the earlier phone call (I told you I called them! They definitely didn't mention anything about all this postponement in that call) had actually been processed as a debit by mistake (yeah right, as well as the incorrect spelling) so as a result they have now credited my account with an amount to compensate this error.

(Credit my account? :eek: I thought my account was closed, but just checked online and see a credit has been processed. Now my "closed" account is back in credit)

The letter finally says that this credit can only be used towards my aqua account and cannot be claimed as a balance.
If I'm not happy with this resolution, I can now take my complaint to the ombudsman. It says I have 6 months from the date of the letter to take this complaint to the ombudsman if I so decide.


:cool:

Sorry Mr Ombudsman, but I don't think I have any alternative but to involve you now ...

aleph_0

Aquamania wrote: »

Sorry Mr Ombudsman, but I don't think I have any alternative but to involve you now ...

Wow, that's pretty stupid. So they've been very slow with the cashback, offered you a goodwill credit on a closed account, but then processed it as a debit, and then told you that it can only be used towards your account (which you can't do, because the account is meant to be closed), rather than paid back to you?

Now they'll have the costs of an ombudsman complaint, and I don't think the ombudsman is going to be very impressed with aqua when they get the complaint.

Aquamania

aleph_0 wrote: »

Wow, that's pretty stupid. So they've been very slow with the cashback, offered you a goodwill credit on a closed account, but then processed it as a debit, and then told you that it can only be used towards your account (which you can't do, because the account is meant to be closed), rather than paid back to you?

Now they'll have the costs of an ombudsman complaint, and I don't think the ombudsman is going to be very impressed with aqua when they get the complaint.

Yep, that just about sums it up in a nutshell.

I'm glad I'm not the only one who thinks this is totally bonkers.
Let's just hope the ombudsman agrees

JKSandy

Sweet lord can't believe what I am reading, sounds like they have lost the plot.

I sent them an online message asking when the account will actually be closed.

I urge everyone to keep a close watch on it, I would not be surprised if a few more people get accidental debits to their accounts. Before we know it we wil have late payment markers on our accounts.