Aquacard - hopeless online banking

gromituk

Has anyone else experienced this? Aquacard's online banking used to be done via "Partner and Affinity Cards". A few weeks ago I tried to log on to it on two occasions and my details were rejected three times, which was surprising. It told me I had to call to sort out the situation. I just got round to calling today, and the first recorded message said they'd moved to a new system (directly with aquacard). So I registered and I found:

- there is no information at all about cashback
- there is no information about paperless billing (even though the telephone message exhorts you to register for online banking and specifically says you can switch to paperless billing using it!)
- there are no downloadable statements (even though there is a note to say you will need a PDF reader to view them)

This smacks of a half-finished system bring brought online in a hurry, presumably when their contract with partnerandaffinitycards came to an end.

On the helpline I asked the agent about paperless billing, he put me on hold for 5 minutes then told me that he couldn't get into the website to find out if/where it existed. (Their paper statements don't redact the full card number so really need shredding before disposal; my paper recycling won't accept shredded paper...) He said cashback would be credited on my next statement (I've just hit the anniversary) and that I was still earning it at 3%, which is good. He also agreed that I was locked out of the old system because they had shut it down without removing the login page or even bothering to put up a notice telling people to register with the new system! :huh:

Gromitt

To be fair, I got an email on the 23rd June saying:

[FONT=Verdana, Arial, Helvetica, sans-serif]We regularly review our services and decided it was time to refresh our website.[/FONT][FONT=Verdana, Arial, Helvetica, sans-serif]
As someone who's previously registered for online servicing, you'll notice it looks different. Please re-register today to continue to manage your account as before, with some new features, such as having the option to receive eStatements and set up a Direct Debit online.[/FONT]

I also received a notification a few weeks ago stating that the old site was going to be discontinued on the 23rd and I would have to re-register.

So not really a surprise for me.

The new website isn't any worse than the old one. For stuff like cashback, it's only ever been available on the paper statements and you can now setup and manage a DD online instead of having to call them.

Yannis.

Hi
I also noticed that you no longer can apply for credit increase through the new website. Anyone knows the way to do it?

Funny thing is that I applied for credit increase one or two days before they updated the website, and I am pretty sure my application was lost somewhere, as I never received an email rejecting or approving my request.

Wywth

gromituk wrote: »

Has anyone else experienced this? Aquacard's online banking used to be done via "Partner and Affinity Cards". A few weeks ago I tried to log on to it on two occasions and my details were rejected three times, which was surprising. It told me I had to call to sort out the situation. I just got round to calling today, and the first recorded message said they'd moved to a new system (directly with aquacard). So I registered and I found:

- there is no information at all about cashback
- there is no information about paperless billing (even though the telephone message exhorts you to register for online banking and specifically says you can switch to paperless billing using it!)
- there are no downloadable statements (even though there is a note to say you will need a PDF reader to view them)

This smacks of a half-finished system bring brought online in a hurry, presumably when their contract with partnerandaffinitycards came to an end.

On the helpline I asked the agent about paperless billing, he put me on hold for 5 minutes then told me that he couldn't get into the website to find out if/where it existed. (Their paper statements don't redact the full card number so really need shredding before disposal; my paper recycling won't accept shredded paper...) He said cashback would be credited on my next statement (I've just hit the anniversary) and that I was still earning it at 3%, which is good. He also agreed that I was locked out of the old system because they had shut it down without removing the login page or even bothering to put up a notice telling people to register with the new system! :huh:

There was a notice on the site for qute a while before they changed it on 23rd June.

Also they sent emails out. So no surprise to me either

More discussion here:
https://forums.moneysavingexpert.com/discussion/4023451

Wywth

Yannis. wrote: »

Hi
I also noticed that you no longer can apply for credit increase through the new website. Anyone knows the way to do it?...

Hi Yannis, and welcome

I have some sort of strange premonition that a man by the name of Alexander Graham Bell will one day perhaps come up with such a marvelous invention

Yannis.

Wywth wrote: »

Hi Yannis, and welcome

I have some sort of strange premonition that a man by the name of Alexander Graham Bell will one day perhaps come up with such a marvelous invention

Thank you Wywth!
Hehehe I'd rather use the internet for requests like this. I was just saying as it is an improved webpage they should have kept this feature!

Yannis.

Whoop! just rang them up and got 100£ credit increase! (total of 350£) Awesome, according to my calculations in 6.5 years I will have accumulated the 1.600£ I am going for!

Herbalus

Yannis. wrote: »

Thank you Wywth!
Hehehe I'd rather use the internet for requests like this. I was just saying as it is an improved webpage they should have kept this feature!

I applied for increases twice online, and was rejected both times. When I called and asked 2 days later, it was accepted. I don't think it's a big loss (apart from the 3 minutes it takes to get through the options....)

gromituk

Thanks for the replies - I'm obviously not subscribed to this thread.

I didn't get an email about the website change, and I check my spam folder.

Just logged into the new super-duper site again. Still nothing about cashback or paperless statements as far as I can see.