Incorrect Balance on Aqua Card Web Site

Saver1234

Some time ago the Aqua card web site showed an incorrect figure of how much was available for me to spend before I reached my credit limit. As a result I went over the limit and was charged for it! Aqua accepted that they had a problem with their web page displaying the wrong information and refunded me the charge. But it has happened again and this time they refuse to accept liability saying they have fixed the problem. They say that if they knew of any other customers reporting the same difficulty recently then they wold have to admit they still have a glitch in their system. So has anyone out there had the same problem in the last month or two? Thanks.

grumbler

Generally, if it's an offline card (Aqua is), a retailer has no obligations to claim/authorize the amount you owe instantly. AFAIK they have up to 6 months to do this without informing you.

So, it's your duty to keep a close eye on your spending and the remaining available balance.

dtaylor84

If all transactions made were showing online, but the available credit was wrong, then I'd agree that aqua should refund any fees.

If the problem was simply that some transactions weren't showing yet, then unfortunately it's up to you to keep track of what payments you've made, as aqua can't tell you about transactions they haven't received yet!

Herbalus

dtaylor84 wrote: »

If the problem was simply that some transactions weren't showing yet, then unfortunately it's up to you to keep track of what payments you've made, as aqua can't tell you about transactions they haven't received yet!

I know that it takes a few days for items to appear online, but my available balance has always been reduced almost immediately (every time I have checked at least, and I keep a very close eye on Aqua).

Saver1234, is this correct? That the available balance was £100 for example, and you spent £90, and then later you went over your limit because the £100 available was actually only £80?

Saver1234

Yes about right. My available balance was showing £66. I spent £44 that day then suffered the overlimit charge despite all previous transactions already being logged on the account and up to date.

Hominu

Saver1234 wrote: »

Yes about right. My available balance was showing £66. I spent £44 that day then suffered the overlimit charge despite all previous transactions already being logged on the account and up to date.

Don't forget however that using your card in a shop or online is only a "Agreement to pay". They might not even perform an authorisation with your bank for anything upto 6 months from the transaction.

So even if your account shows £66 left, you might have less than that. Its upto you to ensure you keep track of your spending.

Of course if the list of transactions adds upto £100, your credit limit is £500 and the available balance is £490, then there's something wrong unless you've made an interim payment or received a refund.