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Eddy van Hattum

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Review of the John Lewis, Partnership Card:

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Customer Service agent did not have a clue what he was doing.

I had a wrong booking from JL Financials / HSBC on my credit card. Instead of a notification that my 0% period had ended, by making both a debit and a credit booking that would cancel each other out, they booked a charge of £10 twice, leaving me having to pay £20 for the notification that I hadn't asked for. The customer service agent, working from home in Cairo in Egypt, had to talk to his supervision several times, and after 38 minutes of trying stuff, he still didn't know how to resolve this. When I asked to speak to a supervisor or a more experienced colleague, he initially said they were not available, even where he had been talking to them several times. Only after I threatened with a formal complain to both JL Partnership and th HSBC, was it suddenly possible to talk to the manager. At leat that is what he said. Some 20 mintues later and a full hour into the call, I gave up and hung up the phone. Next steps: formal complaint to HSBC (of which John Lewis Financial Services is a subsidary) and to John Lewis Partnership, whose brand is being used on this credit card. Reviewed on: 29th April 2022

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