John Lewis Credit Card 4+

Frustrating

Was locked from my account for no reason, couldn’t access JLP to reset and all contact tel numbers were no longer in use or automated voice. After going through option after option and saying ‘something else’ and I’m not joking when I say two hours of trying, I finally got hold of a human. She was most patient and helped as much as she could but the problem was not solved. I was being asked for my DOB on everything I had to fill in, something they no longer ask for. I received a message to say my PIN number had been changed and to visit an ATM. I didn’t ask for this. I still cannot get on to the app despite updating it and my problem is not solved.
Never had these problems with the old John Lewis and there was always a ‘human’ contact number.
Very dissatisfied and frustrated.

Developer Response ,

Hi there, thank you for reaching out and I'm sorry to hear about the experience you've had with us. I do apologise as well if you're still unable to log in to the app. The only way to get this resolved is by ringing our Specialist Online Team on ​0330 175 9829. The team will be able to access your account in full and look into this for you further, unlike us, as we do not have the system to be able to access customer accounts via this platform. If you have your card/ account details to hand, I would advise entering this when going through our automated system as it would be a much quicker journey. I hope this helps - Nicole

John Lewis NewDay

Here’s a victory I’d like to share. Here’s how I got help from a person when the machine was incapable of understanding the human problem. The way to get on the same page as the New Day machine is to talk to a person and when the machine asks a specific question just say the Something Else option. Eventually you will get through to a person. Talk with them until you are confident that by the end of the conversation both of you can wish each other a “nice” “New day “. Talk with the customer service person as if they will definitely help you get to the other side of a busy , stressful complex set of crossings on the road by the end of the conversation. Ask the customer service human person to take you to the meta-phorical Zebra Crossing. Thanks to Ibrahim at NewDay for holding my hand while I crossed the road using my new iPhone 13. Sadly I had to say goodbye to my Microsoft Vista computer and it’s associated email address because the software in it just couldn’t cope with the change. John Lewis please note- look after your past customers. Someone at John Lewis and not NewDay forgot about training the decision makers how to properly make reasonable adjustments for past customers who have found themselves impaired. Thanks again to Ibrahimovic at NewDay for having the insight and patience to walk with me through.🐣🐥🦆🦉

All that’s bad about credit cards

Given the problems setting up this new card I indicated I wanted paper statements. I don’t like finance apps on my phone. Unfortunately, New Day seem unable to send out statements in good time. My next payment is due in 5 days and I’m still waiting for the envelope to land on my door mat. I get that it’s expensive and a hassle to send out statements SO sort out your customer services and improve the app and web page!!!!
Most worryingly statements on the app are all set up to show the minimum payment required. You have to search for the balance. Many people my age, pay off their balance each month, this is ANNOYING (no doubt to encourage people to incur huge amounts of interest). So I’m still logging into my account via the web page and to check through the transactions before paying. So not keen to set up direct payments. And reading through the other reviews I really don’t think I want to trust this useless credit company to take the correct amount from my bank.
I do wonder how many New Day customers have referred them to the financial ombudsman? They’re walking a thin line. I’m saddened that JL would do this to so many loyal customers. If it weren’t for the rewards scheme I would have gone elsewhere.

Developer Response ,

Hi there, thanks for leaving us a review. I'm sorry to hear that you had difficulty applying for the card. We do appreciate the feedback and we'll use this for future improvements. With regards to registering online, you do not need your physical card to be able to register. You should've received an e-mail detailing what your account number is and your Online Registration Number (ORN). Using these details, you will then be able to set up your online account. If you need any further help, or if you need a copy of this e-mail to be sent again, then please do not hesitate to call us on ​0330 175 9829. The team will be able to access your details in full, advise you further and discuss and queries that you may have with regards to adding the card as a digital wallet - Nicole