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Name: Charlotte J

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New application set up - 5 star, once you are a customer - 0 stars

I recently set up an account. I received my pin number and online activation details in the post but no card. I called them today and after a 15 minute wait (listening to a dial tone and no actual music), I get through to be told I need to speak to the fraud team who I have to call. Another call placed and I get put on hold again - at this stage I have been calling/on hold/speaking to someone for 45 minutes. I get told there is no issue. But they go to order me another card and wait - there is a problem, but I have to call New Business who are available on weekdays. Why has no one contacted me if there is an issue with my account? Why can't I be transferred rather than call and get stuck in lengthy waiting times and why are your departments not able to read the same notes as each other. As a new customer - this is shocking service. Reviewed on: 12th October 2019