Aqua Card Payment issues

rcrowley32

Today I went to pay my Aqua card bill online. They have just switched their website, so I had to set up a new ID and account. All went fine until I paid my bill and it said my payment was declined. I never had this issue before but I thought I may have typed my card number wrong and tried again. It didn't go through.

Then I called Aqua, who stated that neither payment went through and they would try to take a phone payment. I specifically asked them to find out if there were any problems before I made the payment again. The girl checked with a supervisor and assured me they were having no problems with payments. They took another payment over the phone and this was also declined.

So I called my bank and all 3 payments were taken from my bank! I called Aqua back and asked them what happened and the girl on the phone told me that they had been having payment issues all week. I asked what they planned on doing about my overdraft fees since they assured me there were no problems. The girl informed me that this was not their problem. I have asked for a supervisor to ring me back. Any suggestions on what I should do now?

I have had an Aqua card for 2 years now. I always pay my balance in full every month and have never had a late payment.

Herbalus

I doubt the girl on the phone would be able to authorise payment of your overdraft fees, hence the call back from the supervisor. Hopefully they will be able to sort it out.

In the meanwhile I would make a note of the times that you called, and who you spoke to if you can remember. It will be helpful if the situation is not resolved to your satisfaction and you decide to make a formal complaint.

grumbler

You can try calling your bank and asking to reverse 2 transactions as not authorised by you.

izools

Whilst the payment has been authorised three times, it may not be taken three times.

You won't be subject to any OD fees unless these pending authorisations are converted into full transactions. Whether they will be or not of course remains to be seen...

I suggest you raise a formal complaint with Aqua requesting they speak to their merchant and arrange for the pending authorisations to be lifted from your payment card immediately and if they don't know how or refuse take it higher and demand a further escalation.

It is possible - it will just be a challenge for Aqua to find someone who knows how to.

rcrowley32

I called them back today as they never returned my calls. They assure me that there was no problem with their payment system, but they are sure the problem is fixed now... Not sure how they could be sure a problem is fixed that wasn't on their website?

I tried to make a payment today, and it asked for my bank security code this time (it didn't last time) - and the payment went through. Hopefully I won't incur any overdraft charges because they certainly aren't agreeing to pay them.

spursnuk

i had exact same issue on friday took payment the refunded twice.

koenig

I was given these details for doing bill payments when I asked, are they correct?

Account number: 01743525
Sort Code: 300002

izools

koenig wrote: »

I was given these details for doing bill payments when I asked, are they correct?

Account number: 01743525
Sort Code: 300002

Never ask that on a public forum - there's nothing stopping someone from replying with their personal bank details saying they are correct for Aqua.

Take the details off your latest bill.

dalesrider

rcrowley32 wrote: »

Hopefully I won't incur any overdraft charges because they certainly aren't agreeing to pay them.

Have you spoken to your bank about this.

While they can't reverse the transactions. What they will be able to do if made aware of the situation is if all 3 transactions debit refund you pending them being refund by the CC co. Who will have 3 payments in their account.

In future if any transaction is declined.... Ask you bank if any pending transactions are showing.
Funny how companies who give you a decline message never seem to be able to see the payments that have gone through.

dalesrider

grumbler wrote: »

You can try calling your bank and asking to reverse 2 transactions as not authorised by you.

But they were authorised... OP simply believed the system that said they were declined and pressed submit again.

grumbler

dalesrider wrote: »

But they were authorised...

That's why I said 'try'. And per se the OP authorised only one payment. You know well that often banks automatically block repeated identical card payments to the same recipient within short time interval.

And Aqua are unlikely to argue the chargeback in this case.

OP simply believed the system that said they were declined and pressed submit again.

Simply? What are the system messages for if they cannot be believed to? Essentially, the second and the third authorisations were obtained by deception.