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Name: Elspeth Watt

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Impossible to obtain any reliable information from Customer Service

New Partnership card received and activated 17.05.22 along with the card reader. Had problems with the initial use of the card reader when purchasing a small TV from John Lewis the end of last week. I had to resort to ringing customer service who processed the order. On 6th June I used my card to pay two small amounts to local suppliers in person, in both cases my card was blocked.I had to use my debit card to pay. Rang customer services and was advised that as my card had been blocked, I should go into a branch of HSBC and could unblock it at an ATM. andl that was the only way to unblock the card. I bank with HSBC and visited a local branch, and was advised that they could not do this, as the credit card operation was completely separate from other HSBC functions, and they would not share information with the bank network. This was a total waste of time and erroneous information provided by the Customer Service Representative (Mustafa) who I spoke to. He appeared to try and help, he told me that this was the only way to unblock the card. I was then told that a new pin number would be sent to me, even though I said I knew my number, the assumption was that I had forgotten it. The pin arrived on Saturday 11th June; it is the same number as I had previously. I tried to use the card today and had a message to use my card reader, I put the card in as requested, but when I put in my PIN, it was immediately blocked. I logged onto the John Lewis Financial Services web page and followed the instructions, only to be told that they did not recognise my details. Strange that I had received my statement a few days previously with a bill for over one thousand pounds due to be paid by 28.06.22 which will be paid, but am seriously considering cutting up the card. I have been a loyal John Lewis customer for many years and have had their credit card for some time with no problems, it is only since the revised credit checks have come in that problems have arisen. Local mobile signals are poor in this area and it seems that rural dwellers are being discriminated against. To be told when I try to log onto to my account that they cannot recognise my details is somewhat strange, when I have just had my statement in the post. I appreciate J.Lewis are changing their credit card supplier, but this mess cannot go on for much longer Reviewed on: 13th June 2022