HELP! Aqua Card keeping hold of my money!!

lmorley2

Hi there,

I am in dispute with Aqua Card over the following:

I made a balance transfer to my Capital One account from Aqua Card, however, I mistakenly did this twice. This has put my Aqua Card massively in credit and ran up a large bill with Capital One. I was being passed from pillar to post regarding which company had the responsibility to transfer the money back. Eventually, Capital One confirmed its definitely Aqua.

One Aqua representative said they would transfer back to my Capital One card, never happened. Another took my bank details and said the money would be transferred in my bank in about 5 working days. It's been nearly a month and nothing.

I've written to Aqua and sent the letter by recorded delivery and have POD, but still no response. What on Earth can I do next?

HELP!!

Thank you

john1002

Raise a formal complaint, once it is allocated to a complaint person you should see some movement.

Keep us posted

John

lmorley2

Hi John,

Thanks for you quick reply! This is all new to me, how would I go about raising a formal complaint? Directly with Aqua or with the Financial Ombudsman?

Cheers,

Lewis

Stevie_Palimo

lmorley2 wrote: »

Hi John,

Thanks for you quick reply! This is all new to me, how would I go about raising a formal complaint? Directly with Aqua or with the Financial Ombudsman?

Cheers,

Lewis

You go direct first of all and await a full and final response before seeking to take it further in which time this should paid back in full.

lmorley2

Cheers Steve,

How long should I give Aqua to respond?

Lewis

Stevie_Palimo

lmorley2 wrote: »

Cheers Steve,

How long should I give Aqua to respond?

Lewis

You can state what ever time you want here and really by rights should allow 30 days from point of letter/email being received but can drop this to what ever you prefer.

If it was me I would say that you 7 or 14 days to resolve and refund the card otherwise I will go the FOS

Had wrote FCA by mistake as per jellie's post below.

onthefencepost

Hi - Just a quick note to say once you put a formal complaint in they are very good at getting it resolved.

I did not receive my Amazon Voucher of the value of £20 and i was passed from pillar to post like you for almost two months. I wrote in and was asked to call them and i got my £20 + further credit to my Aqua account. Also the call only lasted two minutes.

Kind regards,

jellie

lmorley2 wrote: »

Hi there,

I am in dispute with Aqua Card over the following:

I made a balance transfer to my Capital One account from Aqua Card, however, I mistakenly did this twice. This has put my Aqua Card massively in credit and ran up a large bill with Capital One. I was being passed from pillar to post regarding which company had the responsibility to transfer the money back. Eventually, Capital One confirmed its definitely Aqua.

One Aqua representative said they would transfer back to my Capital One card, never happened. Another took my bank details and said the money would be transferred in my bank in about 5 working days. It's been nearly a month and nothing.

I've written to Aqua and sent the letter by recorded delivery and have POD, but still no response. What on Earth can I do next?

HELP!!

Thank you

If your transfer was from Aqua to Cap One, surely it would be for Cap One to transfer back to Aqua, as Cap One would have received two transfers in.

If it was the other way round and it was from Cap One to Aqua, make sure this is clear when you make your complaint. Makes it easier for the person reading your correspondence and who is trying to work out what it is you're looking for by way of outcome.

jellie

Stevie_Palimo wrote: »

You can state what ever time you want here and really by rights should allow 30 days from point of letter/email being received but can drop this to what ever you prefer.

If it was me I would say that you 7 or 14 days to resolve and refund the card otherwise I will go the FCA.

The FCA don't deal with individual consumer complaints.

Aqua will have up to eight weeks to investigate and resolve the complaint. If they haven't done so by this time or if OP isn't happy with their response, they can go to the FOS within six months of the date of the response.

Dobbibill

As said Aqua first, then FOS.

8 weeks, then within 6 months

Here's their complaints process on their website.