Aqua card blocked!

Bradgfred

DOES ANYONE KNOW WHAT THEY ARE PLAYING AT?

I just received my aqua card in the post to help build my credit.
I got a £300 credit limit which is fine to start.
I activated the card and then
I purchased TWO things, one an ASOS around £20 and groceries from the supermarket for approx £30.

I go out to my friends for a party. I get an Uber back on the card to find the payment rejected.
I then try to use it in a shop 'declined' I then tried to look on the app I downloaded and my account has been suspended.

I called yesterday and he said he couldn't discuss my account as I had answered one out of 4 questions wrong and they needed to find more questions to ask. He said he would call back the next day and didn't.

I called again and was asked again loads of questions and one that was "what's the postcode of your first ever address" I said define first ever "your parents first ever home when you were born" is what they said. Now that's going back 29 years and we moved a lot so my birth postcode! WHO KNOWS! HOW WOULD THEY?

I asked to speak to a manager, the manager wouldn't come on but would apparently call me back in up to 48 hours and she couldn't discuss my account as I hadn't passed the security questions and it could take up to 28days as the account is under investigation and there are so many 'cases' that's how long it takes!

[Deleted User]

Bradgfred wrote: »

DOES ANYONE KNOW WHAT THEY ARE PLAYING AT?

YOU'LL NEED TO WAIT FOR THEM TO GET BACK TO YOU.

It could be anything from a technical issue to suspected fraud.

Paul_DNAP

Bradgfred wrote: »

WHO KNOWS! HOW WOULD THEY?

PRESUMABLY you set up some answers to their questions when you applied for the card.

Bradgfred

They literally would tell me anything. No reason why or why it could be. We're actually quite rude when I was confused as to what was going on.

Bradgfred

No I hadn't. I certainly wouldn't of used my first ever postcode.
They said as It was my first call they needed to ask me additional security questions.
I mean, I put in the credit card number and my date of birth before I spoke to someone and then to tell them my address, email, phone number and memorable word. They then put me on hold and started to ask odd questions. I heard they ask you stuff on your credit report which I had in front of me for reference. . Up to 28 days to be sorted? I read other people have had similar situations. I just hope while my account is suspended They still let me pay the bill if it's 28 days from now otherwise I'll face charges.

Read so many times they do this to people seems like a bit of a scam.

Approve people for credit cards, they spend some of the money or perhaps hoping all of it and then they create an instant block and cancel your card leaving you money to pay back and use some bad security excuse.
28 days is very excessive for 'security reasons' on what they can obviously see is a new credit card and to give no reason AT ALL?

[Deleted User]

Bradgfred wrote: »

They literally would tell me anything.

That's because you failed security. They won't discuss your account with someone who may not be you. That's a good thing.

Bradgfred wrote: »

Read so many times they do this to people seems like a bit of a scam.

Approve people for credit cards, they spend some of the money or perhaps hoping all of it and then they create an instant block and cancel your card leaving you money to pay back and use some bad security excuse.

That's just made up conspiracy nonsense. Any interest on your £50 of transactions doesn't come close to covering the acquisition costs of taking you on as a customer.

It's also not a scam.

DCFC79

How did you get home if you couldn't get an uber ?


Btw its not a scam by any stretch of the imagination.

ywlgy

I've had the same issue. Told to wait 28 days and would not talk anything more with me.
I called them the next day and a nicer lad agreed to do the security check again. I passed and then card unblocked.

So, I suggest you call again and ask nicely to do another security check. o/w wait 28 days...

PS: Your credit report should have all answers you need. I guess this 'first ever address' should be 6 years ago because that is farthest back in time information can stay on your report

micky2phones

Hi, to be fair i have before failed the 1st question and been asked another got that right and was able to carry on.

But i also failed the 1st question and the call was ended and i phoned back the next day

T-G-C

I understand the frustration and having had one experience on their fraud team line (a routine authorized transaction check), some of their team members have a hostile attitude.

However, failing the security questions is an automatic data protection lock, meaning personal information cannot be shared with you. Generally, security questions are based on what the account holder has told them or should know, whether it be self-selected questions or information on your application like a phone number or address. They would not ask you for information that you wouldn't have already provided to them at one stage.

Unless you can answer those questions correctly, it will be difficult to discuss the account, whether it be a standard agent or a member of leadership.

A suspension of an account can be based on internal and general reasons such as; serious concerns about account security, mismatching information received which conflicted your original application, breaking one or more of the clauses outlined in any legally applicable documents or any other urgent action that needs to be addressed.

I can say for certain that it is not a scam, it is not regular practice and only taken when absolutely necessary. You may receive a letter in the post to explain the suspension or what action needs to be taken to resolve it. Depending on the reason, it could also lead to account closure, however this is not usually taken unless there is an unacceptably high risk to the lender; application fraud and so on.

sassy_one

I smell waffle.

1) They don't ask for the first ever postcode you lived at from birth; they'd not know this unless very recent and you may have moved from there when you were 12 and wouldn't of had a credit report.

2) It's not a scam

3) Sounds like you have fed them incorrect information in order to gain a credit facility; given you can't recall the answers you've given.

Two sides to every story and you've posted one factually inaccurate question they'd never ask you so unsure as to what you want anyone to say here.

No one knows why your account is locked or suspended; I'm sure though you will find out once they've investigated; and yes they can take 28 days because it's not a right to have the account, and they can pull it from you anytime they wish.