Aqua Card Howler - Beware!

shaftingham

I received the following e-mail today, despite Aqua writing to me in March closing my account. (I never used the card, I am creditworthy and merely got it to earn a free £30 via a cashback site). Aqua shut it because I didn't use it.

As part of our ongoing commitment to provide our customers with an excellent online service, we have recently made changes to our website.
As a result, we asked you to re-register your account online.

We have noticed that previously you have used your online account to make payments, however this month we have not received
the amount due by the required date. This has left your account in arrears.

This may be an oversight, but don't worry; we are on hand to help. Below is a set of instructions on how to re-register your account.
By doing this you can continue to make payments on your account, using your preferred method.

1. Go to https://www.aquacard.co.uk/customers
2. Click on Register here button
3. Once presented with the "register" page, complete the required fields, clicking "next" at the end of each section.
4. Create an internet ID and password (Please note - the password must be 5 digits).
5. Once registration is complete you will be presented with a "registration successful" message.
6. You can now login to your account.

In the meantime you need to make an immediate payment for this month to avoid any further charges.
Please call us on 0800 587 5770 to make an immediate payment and we may be able to refund any late fees which you have incurred as a
result of your late payment. Our opening hours are Monday to Friday 8:30am to 8:30pm and Saturday 8am to 4pm.

If you feel we have misunderstood your situation or you would like to speak to one of our advisors regarding your
circumstances, please do not hesitate to contact us.

(If you have already re-registered your account and made a payment to bring your account up to date, please ignore this email.)

Yours sincerely
Matthew Caven
Head of Collections

aqua is a trademark of SAV Credit Limited, which is used under licence by Progressive Credit Limited. aqua credit cards are issued by Progressive Credit Limited. Registered in England and Wales No. 7297722.
Registered Office: First Floor, 11 Tower View, Kings Hill, West Malling, Kent ME19 4RL. Authorised in the United Kingdom by the Financial Services Authority under the Payment Services Regulations 2009
(reference number 555318) for the provision of payment services.

This email was sent to xxxxxxx

Needless to say I was pretty annoyed, and rang the the free number and to be fair got answered in 30 secs. and didn't have to go through a menu. I couldn't provide the 16-digit card no. as obviously the thing has been in pieces in a landfill site for 4 months, but the chap confirmed via my name/DOB/postcode that the account was closed and zero was outstanding. He said a mistake had been made and wrong e-mails sent out to large numbers of people. I simply said that this was very bad on their part and somebody should be given the rocket.

Anyone else had this nonsense??

caileag

I got the same mail, I called them up (took ages to get an answer) and got a similar message - loads of the mails sent in error, oopsie.

No apology was offered though, and the agent (while friendly) seemed unable to actually tell me if there was an outstanding balance.

Careful_ly

I've had the email too, I am due to pay this week, so was a little worried. Was told that lots of these have been sent in error and another email is going to be sent.

SammyLou82

Hi

I had the same email despite the account being closed 18 months ago - needless to say I was annoyed but when I rung I was told to ignore it.

shaftingham

Ha!

Received this an hour ago from the numpties:


Dear xxxxxxx ,

We recently sent you an email advising you that you need to re-register online. In error we also advised that your account was in arrears.

If you have already re-registered your account and made a payment to bring your account up to date, please ignore this email.

We sincerely apologise for any inconvenience this may have caused.

Yours sincerely
Matthew Caven
Head of Collections


aqua is a trademark of SAV Credit Limited, which is used under licence by Progressive Credit Limited. aqua credit cards are issued by Progressive Credit Limited. Registered in England and Wales No. 7297722.
Registered Office: First Floor, 11 Tower View, Kings Hill, West Malling, Kent ME19 4RL. Authorised in the United Kingdom by the Financial Services Authority under the Payment Services Regulations 2009
(reference number 555318) for the provision of payment services.

This email was sent to xxxxxxxxxx



The only saving grace is that they don't use an 0845 number, so their stupidity costs us nothing but a bit of time to rectify.:cool:

EmmaHerts

I am a customer and I can't even re-register to their new website. They refuse to help when I call up as well. I am just going to pay it off and close the account as they have been pretty useless to be honest.

lolat332

i've had the same email despite a long conversation with them recently over a previous mess-up on their part. guess will be on the phone again tomorrow - but just had the £100 cashback which is some kind of compensation.

blitzboy

So a mistake was made, quickly rectified and apologised for, no harm was done and no one has been affected whatsoever then....... :doh:

lisyloo

Yes, they sent an incorrect email and no-one as harmed.
Why get your knickers in a twist over a silly email.
If they'd harmed your credit rating or cost you money then I'd be up in arms, but can't see anything to get your knickers in a knot over.

SavingFish

I received one of these emails as well.

My biggest concern is that this sort of email desensitizes people to potential phishing scams...
- Your account is in arrears!
- We may "be able to refund any late fees"!
- Ring this number (which isn't the normal customer care number, and isn't listed anywhere on our website)
- When you call, they ask for all of your details (card number, name, date of birth, address) to 'prove that it's your account'.

Personally I called the "calling from overseas" number on the back of my card (landline number so it's included in my free minutes) because I'm ulta-paranoid.

I'm glad they sent the follow up email though.

Roger1

lisyloo wrote: »

Yes, they sent an incorrect email and no-one as harmed.
Why get your knickers in a twist over a silly email ...

Exactly, and there's no need for the OP:

• to quote the message in full and IN BOLD;
• to include the legal registration and other info;
• to include the sender's name, generally disapproved of to avoid misuse.