Drastically inefficient organisation. I have tried on and off for 3 hours to actually talk to someone, just an endless series of voice recognition stuff. My card has been frozen. I have no payments outstanding. There is an option on the menu to "Freeze or Unfreeze your card" but although I say "Unfreeze" it continues to carry on with the implications of Freezing it. John Lewis are unable to help, insisting they are a separate organisation. What a farce. It seems I must give up JL and Waitrose altogether though don't want to. What is the thinking behind making it impossible to speak to a human being? A conversation could probably solved this in 10 mins.