Aqua Credit Card - Urrgggh

jacobtheamish

I applied for a credit card with Aqua in April 2013, informed accepted and submitted the signed credit agreement along with certified bank statements (1 month old) and certified copy of driving licence with ID card.
Received a request for ID again, so resent recorded delivery, couple of weeks passed and received another letter requesting ID again. This time I went into my local Halifax branch as advised by Aqua, PB certified ID again and sent directly to the HBOS processing site.
The same cycle of events have continued to this day. ID and credit agreement have been sent six times (2x normal freepost envelope, 2x recorded post, 2x via the Halifax Branch)
I have been told on two separate occasions that everything has been received and the card will arrive in seven days, nothing ever arrives.
On checking with the CRA's, HBOS have done six searches of my credit record over the last 4/5 months.
I have filed a formal complaint with Customer Service re the loss of my ID, they have since written to me to say they cannot find a fault.
I have received in excess of 20 identical letters from them requesting proof of address.

This is the first CC application after Bankruptcy and subsequent discharge in 2011, I was hoping to use the card to improve my rating etc.

I would like to resolve the issue but do not know what to do next.

Any ideas?

jonesMUFCforever

If you have been bankrupt and discharged in 2011 ten I would suggest it is too soon to apply for credit cards.
Have a look at your credit files first - what do they show?

Anything left on there from bankruptcy?? If so I don't believe even Aqua will give you a card.

jacobtheamish

Thank you for your reply.

My credit file is clean, all defaults settled etc. I spent 6 months doing that!

Aqua are aware of the bankruptcy and discharge, they have offered the credit based on their own credit scoring system and approved. They have not withdrawn the offer, they have simply lost/mishandled my proof of address ID.

I was hoping someone with understanding of HBOS's processing procedures might reply

Sinhanada

I don't understand their processing procedures but I would certainly do the following:

Write a final complaint letter to them regarding their process. Include copies of the 20 identical letters and the steps you have been through including the delays and times you have resubmitted the ID and other documents required. Advise them of perhaps 14 days to reply to you.

It sounds like their reply will be the same type of response as before - but following this complain to the Financial Services Ombudsman. They should give you details of how to do this and if not this will give your argument greater weight.

It's not easy following a bankruptcy, but if they continue as such you will not get anywhere.

To rebuild a file, perhaps start with a mobile phone contract and maybe a Vanquis or Capital One credit card six months later?

craftyali

I would recommend Vanquis. Despite having a very high interest rate, their customer service is excellent

blon

You have my compassion, this is what I call the infamous Aqua proof of address loop - It took three months or so for them to recognise my certified documents, and I had to do it over and over again. In my case going through a Halifax branch worked out, though.

bettyboo71

So many posts on here about different problems with Aqua cards - my advice would certainly be to steer clear of them. I am glad they only gave me a £250 balance because I intend to pay it off and get rid of them as soon as possible.
Good luck.

BrookesAndrew

craftyali wrote: »

I would recommend Vanquis. Despite having a very high interest rate, their customer service is excellent

I rang them when I first got my credit card with a question about the interest rate because it didn't seem that clear on the letter. It took them 40 minutes to explain it to me. I spoke to one person who was obviously very new and tried selling me payment protection cover which I didn't want. When he couldn't answer my question he transfered me to a women who took ages to answer my question and when I said I wanted to close my account she went and asked her manager how it worked and then came back with an answer.

There online system is quite good. All these types of credit cards should just be used for one thing and for only 6 - 12 months. Use them to re build your credit rating. Show that you can manage a credit card. Don't buy anything that you can not buy with the cash you have in my bank account. After 6 - 12 months just apply for a better credit card and then close the account, card in the bin and never return every again!

Voyager2002

bettyboo71 wrote: »

So many posts on here about different problems with Aqua cards - my advice would certainly be to steer clear of them. I am glad they only gave me a £250 balance because I intend to pay it off and get rid of them as soon as possible.
Good luck.

I have to say that I am happy with them. My initial credit limit (500) seems rather low, but is enough for most months. I was surprised that after a year, when I rang up to increase it, they would only give me 650. Other than that, no problems and they offer a decent cashback rate.