AQUA Fraud - Account locked incorrectly.

2319WeHaveA2319
2319WeHaveA2319 Posts: 47
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edited 22 September 2023 at 1:55PM in Credit cards
Hello, 

Strange one here, been with aqua around 3 years now, (and had a fluid account that I have closed) had a good experience usually and recently Balance transferred away from them. I still use it, and since then I am having been currently sitting with a positive balance on my Aqua card, of around £1000. Yesterday I went to make a purchase of around £500, and my transaction was declined. Strange, never had issues like this before. Had the text from Aqua saying "Was this you?". Replied and all sorted. 

Tried it a couple more times, and again still being declined. Used a different card and thought nothing of it. 

Today realised my card wouldn't work. Contacted Aqua via the live chat, who informed me after 45-minute wait, my account was locked and restricted. I was advised "someone will be in touch". They then immediately closed the chat. 

Feeling rather annoyed at this, and their vague explanation. I contacted them again, was connected to the same advisor and explained I wanted to raise a complaint due to their lack of information. 

I was then told "I can't discuss this". I was then kicked out of the chat, the app logged me out (and I can't log back in), and my Apple Pay has been removed. 


I have tried to call them, wanting to know how long will I be without my account, as I am more annoyed at myself for having a positive balance, to again being told "Sorry it is with another department, who will review your account and will be in touch at some point". 


I have clearly hit some form of internal fraud alert, has anyone had similar issues with Aqua/New Day, how long did you wait? 

Have I got any leg to stand on to make a complaint to Aqua/Newday, some ombudsman in regards to being cut out, and having no access to my money that they have? 


I don't want an investigation ongoing on my account for months, when I am out of pocket of £1000 due to their workloads or whatever. 
«1

Comments



  • I have clearly hit some form of internal fraud alert
    I suspect it's probably not "fraud" as such - more a case of breaching their T&Cs.  As noted by the previous poster, carrying a positive balance is against the T&Cs of pretty much every credit card.  Having said that, if there's a sizeable credit balance then most cards will automatically refund it, or at the very least contact you to ask if you want it refunded.

    I guess it's possible that whatever transaction put the card into credit is being investigated, if it appears in any way suspicious to their internal systems.


    Have I got any leg to stand on to make a complaint to Aqua/Newday, some ombudsman in regards to being cut out, and having no access to my money that they have? 


    I don't want an investigation ongoing on my account for months, when I am out of pocket of £1000 due to their workloads or whatever. 
    Whilst I understand your frustration, unfortunately it is you that broke the T&Cs by carrying a reasonably large credit balance.  I completely agree that - from what you've described - their customer service has been less than ideal.  But you'll probably save yourself an awful lot of hassle if you can just try to work with them and resolve the root cause of the issue.  I know you're somewhat at the mercy of their customer service department here, and it must be bloomin' annoying - but try and remain calm and see if you can actually get to speak to the correct department.


  • Hello, 

    I have raised a complaint with them today, via resolver to see what they will say. I have never had any issues with carrying a positive balance ever before, and I have tried searching the T+C and unable to find anything at hand against this. 

    The issue I believe I have hit a fraud trigger, is due to the declined transactions and the texts from the fraud team investigating transactions on my account. 

    I would be more than happy to have the money in my debt account. 

  • Hello, 

    I have raised a complaint with them today, via resolver to see what they will say.


    Much quicker to send it direct to aqua, rather than Resolver 
  • born_again
    born_again Posts: 13,657
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    Resolver is a 3rd party co, that just simply forward your complaint on. They do not do anything else.

    How did you end up with a positive balance?
    Life in the slow lane
  • I use Resolver usually when I can't find an email address for a company or an easy online portal to contact them. Resolver can often work around that. 
  • @2319WeHaveA2319 you've not yet answered the queries regarding how you've created the positive balance.
  • born_again
    born_again Posts: 13,657
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    I use Resolver usually when I can't find an email address for a company or an easy online portal to contact them. Resolver can often work around that. 
    You should not be complaining via email as bank can not confirm you are the customer.
    Phone them.
    Life in the slow lane
  • molerat
    molerat Posts: 31,557
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    edited 18 January at 8:20PM
    Catsacor said:
    @2319WeHaveA2319 you've not yet answered the queries regarding how you've created the positive balance.
    Agreed.  Positive balances is a known money laundering technique.
    I have never had any issues with carrying a positive balance ever before,
    Neither have I but then I have only had a positive balance a couple of times and only been for a very small amount.

  • The balance has come from a balance transfer, refund and making payments.

     

    I am still locked out of my account, and they have still not told me why. I raised a complaint with them, they have explained it has been locked as they are checking I am not a victim of fraud, and closed my complaint. The have informed me the issues raised on my account have been after the credit / trying to spend on my account and have actually arisen when I have spoken to customer services.

     

    They closed my complaint and informed me " we will be in touch at some point ".

     

    I had the positive balance on my account, didn’t see an issue with it and I was planning on buying a new laptop, making sure I still had the protection to take me back to 0 anyways.

     

    My credit report is now showing a query, and my "pretend" credit score has lost 100 points.

     

    To everyone getting angry about T+C, I have reviewed them as best as I can there is no mention to it being against the T+C and it simply states if I was to have one they will be in touch to refund this.

     

    I have raised a complaint with Financial ombudsman as I feel like any competent person could see, 1 I tried to make a purchase and it is not fraud, or 2 the money on my account is from a balance transfer.

     

    At this point I don't even want to keep my account open with them, if it wasn’t my longest account I probably wouldn’t.

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