Aqua Card - watch out

interstellaflyer

CKhalvashi wrote: »

AFAIK, BoS are Aqua's bankers, in the same way that Cap1's bankers are (were when I had one) HSBC.

I don't have an Aqua card, and therefore can't be certain.

CK

That may be the case now, however Aqua was definitely owned by HBoS but sold off March 2012.

CKhalvashi

interstellaflyer wrote: »

That may be the case now, however Aqua was definitely owned by HBoS but sold off March 2012.

Thanks for confirming that, and thanks to whoever originally posted it, as I wasn't aware (I've never had dealings with HBoS)

CK

lisyloo

due to them wrongly and illegally putting black marks on my credit rating for this.

Aqua cannot put blcck marks on your credit file. There is no such thing.
If you are applying for a mortgage then make our mortgage company aware of your dispute over fraud with Aqua - they may be able to get your application checked manually rather than via computer.
Have you checked your credit file?

Whats the status of your complaint?
What have Aqua said so far?

I would threaten the callers that you will report them to the FSA for harrasement (AFTER you've got their name). They are NOT allowed in law to harrass you.

If you're not already doing it then keep a diary of all calls - dates, times and names and contents.
Dates and times can be really helpful if it ever comes down to searching the tape recordings.

[Deleted User]

Just to clear things up -

Aqua was always owned by SAV Credit but cards were issued by HBoS and they provided the customer service.

It's still owned by SAV but cards issued by Progressive. The customers service is now no longer run out of HBoS.

redacted_2

Naf wrote: »

So they responded, and said what? Did it indicate that would be their final response? Have they said they have completed their investigation into the fraud?

lisyloo wrote: »

Whats the status of your complaint?
What have Aqua said so far?

Aqua have sent their customary sheet of how they handle complaints (which they are not following.) The only communication I get is from their collections department.

Last text message on the 14th September
"Your payment is due on Thursday 19th September. Call to pay on 0845 601 0436 or for ways to pay visit: their site(not posted as I can't post links).

All their response to my letter of complaint is has been to say that they'll issue a full reponse within 8 weeks. They have not yet made any further response to my complaint and the 8 weeks finish on the 10th October.

I have kept all letters and text messages from them. But since I had a phone call saying "I'll have £25 please," I now just put the phone straight down as soon as they ask for money. I have already been through the trouble of explaining the entire situation to their collections department and hearing them tell me they won't be bothering me again, only to find them calling or sending demands for money again.

I do have date and time records of their calls.

SammenForLivet2

Since HBOS have stopped servicing Aqua, I feel that the level of customer service has decreased.

Prior, I used to get responses to my secure messages, albeit, often very delayed.
No, I don't seem to get any.

Also, there seems to have been a lot more 'Hick-Up's' and 'issues', since this Essex based customer service company, started to servicing people's accounts.

But, perhaps, this is just my opinion.

chrismbt

Here is my experience with Aqua. In my first year I paid no interest and got £100 cash back.

In August they changed their bank details, I was sent a leaflet saying, as I paid by Direct Debit I didn't have to do anything. I always pay off the full balance each month by Direct Debit. However THEY did not collect the direct debit, which usually went out on the last day payment could be made.

So they imposed a £12 late fee which took a couple of calls to get removed.

Last Friday my first Netflix payment was declined so I paid by another card, and this morning I got a letter saying my payment to Ideal World had been declined, and they would fine me £12.50 if it failed when they tried again.

So I called AQUA and they tell me I have changed my address recently but I've lived here for 20+ years. So they look into it and it turns out that AQUA changed my address, by mistake, instead of someone else with the same name. They then sent MY statement to that address, which was returned to them "not known at this address" and then they blocked my card!

I'm very careful with my personal details, shredding statements, but THEY are posting them to random strangers!

By the way, I tried calling the phone number on the back of my card it is answered by an HBoS robot, who then asks for my card number, before telling me its not an HBoS card.

SammenForLivet2

chrismbt wrote: »

Here is my experience with Aqua. In my first year I paid no interest and got £100 cash back.

In August they changed their bank details, I was sent a leaflet saying, as I paid by Direct Debit I didn't have to do anything. I always pay off the full balance each month by Direct Debit. However THEY did not collect the direct debit, which usually went out on the last day payment could be made.

So they imposed a £12 late fee which took a couple of calls to get removed.

Last Friday my first Netflix payment was declined so I paid by another card, and this morning I got a letter saying my payment to Ideal World had been declined, and they would fine me £12.50 if it failed when they tried again.

So I called AQUA and they tell me I have changed my address recently but I've lived here for 20+ years. So they look into it and it turns out that AQUA changed my address, by mistake, instead of someone else with the same name. They then sent MY statement to that address, which was returned to them "not known at this address" and then they blocked my card!

I'm very careful with my personal details, shredding statements, but THEY are posting them to random strangers!

By the way, I tried calling the phone number on the back of my card it is answered by an HBoS robot, who then asks for my card number, before telling me its not an HBoS card.

Are you calling the right number (0845 601 0436), as the automated system seems to have totally changed?

I too have never had a problem with them for quite a while, until around June/July time this year.

jacobtheamish

I too am on the Aqua customer service roundabout.

Not one member of staff has actually done what they have said they would.

BTW, I called the CS number today and spoke to a HBOS employee. It seems they still deal with the overflow, certainly found the HBOS staff to be genuine and helpful in comparison to Progressive/Aqua/SAV

SammenForLivet2

jacobtheamish wrote: »

I too am on the Aqua customer service roundabout.

Not one member of staff has actually done what they have said they would.

BTW, I called the CS number today and spoke to a HBOS employee. It seems they still deal with the overflow, certainly found the HBOS staff to be genuine and helpful in comparison to Progressive/Aqua/SAV

Personally, I did find HBOS far Superior (and more sincere and knowledgeable) than this new bunch, it's a pitty, that there is no direct number for them.

But that's just my opinion.