Closing Aqua Credit Card - Cash back question, please.

lisyloo

I'm not getting stressed but I think it's pretty poor to not do what they say they are going to do. Plus cheques are really not that convenient for some people either. I expect some people pass by a bank every day but other don't - in this day and age they should be able to do a bank transfer in fact it would probably save money.

Peter_Kendrick

My wife and I sent our letters to renew the contract before Christmas in the same envelope thinking it would save them postage. My wife's card renewed but mine was declined on 22 January. I rang Aqua and they told me that they had not received mine! I said they must have because it was in the same envelope as my wife's. After a long delay the Call Centre came back and told me they would only accept one per envelope and any others were burned!!!! Unbelievable. I then waited for another form. It never arrived. They sent a second. It never arrived. They then told me no one had collected their outgoing mail for over a week. Eventually, a few weeks later a form arrived. I returned it but still waiting for my card to be reactivated.

[Deleted User]

I'm really glad to have this forum as this is where we find out what is happening. Thank you to everyone for all the helpful feedback.

Like everyone else with closed Aqua Accounts I'm just continuing to wait.

Crimson

gt94sss2

henrihighgate wrote: »

What I did not expect from Aquacard (who are owned by Halifax) was a string of lies, backpeddling and utter contempt for their customers.

Aquacard are not owned by the Halifax.

As above, I knew that they would close my account on 22/1/14 (as they had warned me via letter to my home address 2 months in advance).

There can be a a difference between when the card stops working and the actual closure date of the card.

Many card companies keep the account open for a while in case there are any 'delayed payments' or refunds still being processed via the cc system. It also takes time to collect any 'final' direct debit payments, produce final statements etc.

Regardless of how sustainable the Aqua offer was, I suspect one reason they withdraw the offer was to stop their CS being bothered with lots of 'how long will the 3% last?' type questions.

Regards
Sunil

axellotl

Since they were reducing the cashback from 3% to 0.5% in January 2014 they claim they sent me the new credit agreement form for me to sign and return in order to activate the lower cashback card agreement. They claim they sent me this form 3 times in total (Nov 2013, Dec 2013 and Feb 2014). They also claim they sent text reminders to my mobile phone and e-mails. In fact I received none of these purported communications. As a result, since they now disingenuously say that because I did not return the signed form, my card is cancelled, which is now inoperative. It happens to have a positive in-credit balance, including the cashback reward, all of which is now inaccessible to me. This appears to be a scam whereby they claim to have sent these credit agreement forms, and electronic reminders, when in fact they did nothing of the sort. Since I am a customer who always pays in full and never incurs any interest charges, I believe they have decided that I am of no use to them financially so they have effectively got rid of me. This is clearly a shabby and crafty trick. I strongly recommend that you avoid Aqua at all costs.

lisyloo

I believe they have decided that I am of no use to them financially

LOL- - you aren't so important that they treat you as an individual although I guess it might feel personal.
They've closed the 3% cards for everyone, it was a loss leader.
If you were expecting it to conitnue sorry that's a little naive.
Everyone else expected it to end.

I strongly recommend that you avoid Aqua at all costs.

I agree with you that they are looking very shabby, but many of us are perfectly happy to use a "loss leader" if we get £100 out of it.

Hooloovoo

henrihighgate wrote: »

I was assured by phone that the cashback cheque would be sent to my home address within 2 weeks of account closure and a balance of zero (23/1/14)

I very much doubt that date is the date your account was "closed". I suspect your account is still open, just like all of our accounts.

The day the card stopped working is not the day the account was closed. Nor is just paying off the card to a zero balance the same as closing the account.

Although my account is no longer available for new purchases it is still very much open and I expect to receive a statement around the 15th of this month just like I always have done. At that point I will pay off the final balance and sometime later the account will be closed.

Your account certainly will not be closed until after you've had one final statement that will be due after 22nd January even if you've already paid off the remaining balance.

baribil

Up to now I had no trouble with AQUA who credited me £100 last summer and nearly £100 on planned closure by them of the account on 22 January 2014. I did not take up the renewal offer. I received my cheque (HSBC cheque) yesterday BUT it was rejected by my bank this morning on the ground that the cheque number is invalid! My bank said they had more instances of this problem with AQUA cheques this week. I have used their secure message system to complain - watch this space.

ffacoffipawb

baribil wrote: »

Up to now I had no trouble with AQUA who credited me £100 last summer and nearly £100 on planned closure by them of the account on 22 January 2014. I did not take up the renewal offer. I received my cheque (HSBC cheque) yesterday BUT it was rejected by my bank this morning on the ground that the cheque number is invalid! My bank said they had more instances of this problem with AQUA cheques this week. I have used their secure message system to complain - watch this space.

The Aquashambles company should also be on the hook for any bank charges incurred.

lisyloo

The Aquashambles company should also be on the hook for any bank charges incurred.

hmm..........do you have a link to any legal rulings or ombudsman rulings?
or is that just an opinion?

My opinion is that you wouldn't get back fees if you didn't wait for a cheque to clear, but I'm admitting that's just my opinion.

I'm not defending Aquashambles, oh no, just not sure on the legal position.