Aqua complaints handling.

Loveiseasy92

New here and looking for some advise

I have taken a consolation loan out with a company. Part of this agreement was to clear my aqua credit card had balance was high and on high interest.

Figure was given to the company which they have paid to aqua with a signed letter from me to close my account. When i went in to my aqua account to check status after payment still says i owe 430 and expecting a paymeny of 105 by 26th. despite no further transactions been made in a few weeks and a figure given to company.

I put in a complaint 4 working days ago not a single response not even to confirm receipt of complaint. i called to day got a agent who was not helpful and kept repeating that they dont have to respond to customer till fully investigated which fca give 8 weeks for. I work for a company who is also regulated and know they should at least give a response in 4wd wether its just confirming there still investigating matter. Agent backtracked and confirmed they normally would within 3wd. I explained my main concern was my credit being affected as due to new loan i cant afford payment they now expect due to the wrong settlement figure. Agent just get kept repeating himself and how he couldnt do anything as it hadnt been fully looked at yet but advised me to pay and if i didn n credit score was affected they may depending on outcome of complaint rectify affect on my credit and give compensation. Not very helpful for someone just starting to build a decent score on a maybe solution.

Any advise on what i can do to try and get this resolved before im either in worse financial situation or credit score affected because of their error

[Deleted User]

8 weeks is the response time before you can escalate to the ombudsman or ICO

Ignore your credit score in all of this as it's made up

Willing2Learn

Although it may sound a bit bizarre, I would actually complain, in writing, about how the way the complaint is being handled, re lack of communication falling below your expectations

The written complaint would enclose a request for the account, and any associated interest, to be frozen pending a resolution of the complaints process. Also included would be the proof that the account had been fully paid up (including any trailing or residual interest).

Loveiseasy92

The complaint was orginally made in writting using there complaint form the lack of response resulted in me calling.

Carrot007

Loveiseasy92 wrote: »

The complaint was orginally made in writting using there complaint form the lack of response resulted in me calling.

An online form is not considered "In Writing" for the purpose here.