Aqua card locked out of account?

banhbanh

Hi,

I’m a student and in February I applied for an aqua account. To my surprise they accepted me and I got my card a few weeks later. However unfortunately  someone had committed fraud and used my card details. I called aqua and they said they would investigate it.

however after I got off the call, I discovered I couldn’t access my account and it said “this account is not eligible for online account manager”. The number on my account had also changed back to my old number.. it is important to note that someone had also changed my address on my aqua account. 

The reason why I am writing this is because aqua had sent me an online statement, which rung alarm bells because surely, if an account is closed... they wouldn’t send me a statement? I am more than happy to pay the amount I willingly owe & that’s completely fine with me and understandable but I don’t get why they would block me out of my account..? 

Please help! 

Grumpy_chap

Have you phoned them?  The fraud department are 24 / 7.  Use the number on the back of the card.

banhbanh

Grumpy_chap said:

Have you phoned them?  The fraud department are 24 / 7.  Use the number on the back of the card.

I have not yet but I am going to. I do not have my card with me because I discarded it when I found out about the fraud transactions. 

DCFC79

banhbanh said:

Grumpy_chap said:

Have you phoned them?  The fraud department are 24 / 7.  Use the number on the back of the card.

I have not yet but I am going to. I do not have my card with me because I discarded it when I found out about the fraud transactions. 

How did someone find out your card details ?

SnowTiger

banhbanh said:

I’m a student and in February I applied for an aqua account. To my surprise they accepted me and I got my card a few weeks later. However unfortunately  someone had committed fraud and used my card details. I called aqua and they said they would investigate it.

however after I got off the call, I discovered I couldn’t access my account and it said “this account is not eligible for online account manager”. The number on my account had also changed back to my old number.. it is important to note that someone had also changed my address on my aqua account. 

The reason why I am writing this is because aqua had sent me an online statement, which rung alarm bells because surely, if an account is closed... they wouldn’t send me a statement? I am more than happy to pay the amount I willingly owe & that’s completely fine with me and understandable but I don’t get why they would block me out of my account..? 

Sounds like more than usual, run-of-the-mill, fraud whereby someone uses card details to fraudulently obtain a product or service.

If someone has changed the address and telephone number on your account they would have either logged in to it online or had enough information to persuade a customer service agent to change the details.  The fact that someone changed the telephone number on the account to a number you previously used suggests whoever did it knows you.

I suspect Aqua has suspended your account while they investigate what's happened.  At least two people have enough information to access it.

They may close it.