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Need help with Aqua, strange strange problem


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Hi Guys,

Sorry I got a letter from aqua a week ago saying they are going to increase my credit limit to £1750 from £1000.

 

As my car has just badly failed the MOT i thought this was ideal.

The letter stated contact them if I do not wish to increase my limit.

 

So I looked at the beginning of the week, and sure enough my limit was £1750 :-D

 

I then paid off a bill onto it.

 

Today, i came to pay for some car repairs and it got declined twice.

 

On checking my balance, not only has my limit miraculously been put back to £1000, I have been charged an over limit fee!!!:-x

 

Before I call them, what rights do I have?

 

Surely I needed some notice before a decrease?

 

I haven't spent on the card since I got the letter until I checked my balance was increased

at which point I paid the debt (put me £20 or so over £1000).

 

Any help would be much appreciated.

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So you have it in writing that there was going to be an increase in the limit ?

 

I would think you have grounds for complaint for sure.. but do it in writing/email to their head office. I would say you have been treated unfairly.

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A formal complaint is the way forward, try to avoid customer (dis) service go to the top if possible.

 

 

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So i did try ringing them, just got the usual rubbish. They did refund the over limit fee, not sure why they would do that if they weren't at fault.

 

Basically they are saying the letter states I have to ring to get the increase, but I'm 99% sure the letter said ring if I don't want it. They are claiming the increase was never implemented, obviously the issue is I cant prove it was.

 

I have never gone over on the account, I was close to the limit before the increase and never would have used it without the increase, I used it to pay off a littlewoods account so I could close it. Now I'm overdrawn!

 

Anybody any info on the best way to go about a letter of complaint? Theres no way I can prove it was applied so its my word against theres but I am 100% it went up, I even remember showing my partner my available balance and she joked she could get some shoes!

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