Aqua over-limit charge: ideas?

Voyager2002

OK, so I was abroad and miscalculated the exchange rate, and as a result have gone six pounds over my credit limit. Aqua immediately added a twenty pound fee and are charging interest. I have just sent them a payment: is there anything else I can do? What are my chances of getting them to waive the fee? And am I in danger of losing all the cash back that I have built up with them?

Any suggestions please. I called them just now and found out about the problem: have sent them a payment for the over-limit amount and will call them this afternoon once the payment has reached them.

sithemadmonkey

Aqua aren't obliged to do anything regarding the charges - you broke the terms by going over your limit, so they're well within their rights to charge you (so long as the charges appeared on the terms in the first place).

Having said that, it wouldn't hurt to ring up and ask them nicely to remove the charge as a goodwill gesture, you never know (it being Christmas and all that). If they say no, then put in an official complaint in writing with the threat of the Financial Ombudsman Service, they may decide that it's cheaper to just write off the charge than investigate the complaint properly (and potentially incur c£500 FOS fees in the bargain).

But you may still have to just suck up and pay it. As regards losing cashback etc, I don't know, but I would have a read of the terms to see what it says about it.

lisyloo

Talk to them nicely and explain the situation.
Eat humble pie, be charming - you are reliant on their goodwill.

I don't think cashback is normally forfeited in these situations and it's common to refund a first mistake. Just be nice.

ricky_v

I went over the credit limit with Aqua once. I rang them up and they confirm that I have gone over my limit by £5 for 2 days, plus the £12 fee. I then made it very clear that it was my fault and accept responsibility and I would be happy just to pay the fee but asked if they could reinstate the cashback on reciept of full payment.

In the middle of the "it's company policy...." spiel she stopped and asked if it was the first infraction. When it was confirmed it was indeed the first infraction she stated that everybody is allowed 1 strike to keep the cashback scheme. I've lost some bizzare balance tranfer or cash advance offer but it was the cashback scheme that mattered. The £12 fee was also waved.

So just get on the phone, be polite, offer to clear the balance there and then and assuming you've not had an infraction before, you should get the cashback scheme reinstated and the fee waived.

grumbler

Voyager2002 wrote: »

...Aqua immediately added a twenty pound fee...

I thought it was £12, not £20

Voyager2002

grumbler wrote: »

I thought it was £12, not £20

Yes: I think you are right.

Evidently I need to stop doing :beer: this.