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David Parkin

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Review of the John Lewis, Partnership Card:

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Apalling customer service

On checking my bank statement I noticed that the direct debit that has been set up for over a year had not been taken for the November payment. Like other reviewers getting through to the call line is an impossibility at any time of day. I contacted John Lewis head office and was advised that it was HSBC s problem and not theirs !! I was told to contact the lost card section and on actually speaking to a person was advised that the direct debit had been cancelled and they said that my bank had done this !! I had not cancelled the direct debit but checked with my bank ,which confirmed that the direct debit had NOT been cancelled. I then phoned JLFS again and was then told that perhaps they had made an error but that they could not reinstate the direct debit and that I would have to complete another direct debit authority. I the meantime they would cancel the late payment charge and interest but was told to pay the balance by fast payment or by cheque. John Lewis used to pride themselves on their customer service and by promoting their credit card and must accept ownership of the problem but I find their dismissive attitude arrogant in the extreme and when this saga is eventually sorted out I will cancel my card and avoid the store at all costs in future. What ever happened to customer service and apologising for THEIR mistakes. Reviewed on: 10th November 2016

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