“I wouldn’t touch this company with a barge pole as in my opinion they are a bunch of crooks! I made a payment to my Pulse card which went missing and they did nothing to trace it despite three months of complaints. I eventually referred it to the Financial Ombudsman and within two weeks my Pulse card was credited with £250 so thought all had been resolved. However I have just discovered that all that had happened was my Pulse account had been credited with £250 taken from my John Lewis card account which just happened to be in credit by the same amount without my knowledge! To say I am furious is an understatement and so it is back to the Ombudsman! I don’t have any intention of using either of my Newday cards again. I would give no stars at all if it was possible!”
“Tried to log into my account TO PAY OFF THE BALANCE but now I’m locked out because my a/c number wasn’t accepted (double/triple checked by me that it’s correct).
P.s. I had a very snarky email from them when I adjusted my direct debit to a lesser amount (still way above the minimum) a few weeks ago, hence my determination to pay them off, fortunately I had a few bob saved”
“So sad to have lost the service and expected from JL.Newday are so utterly rubbish that I’ve given up and cut up my card, even though they owed me money.Never known a company get sooooo much wrong.”
“I always pay my Credit card in full each month, but continually have problems paying into Newday A/C, rejected, try again etc, never any problems before Newday came on the scene. I paid my Last invoice to the Sort code and correct Account number with my account reference as well, it went somewhere else and could not be traced !!! My account was showing still not paid, I telephoned the number on the bill and got an outomated answer service, I then called into John Lewis in Chetenham who could not help, but put me through to Newday finance, they said they will send me a letter and try and explain what happened, I told them I am on the phone to you now, so please tell me, of course, they didn`t..............I could go on !!!! I will not be useing the card any more unless you go back to your original bank. The service is appalling. JOHN LEWIS TAKE NOTE, it would seem I am not alone. Goodbye”
“i have an acknowledged £300+ credit which they refuse to refund. Constant of promises of 'in 5 days, in 48 hours' etc. but nothing happens - despite repeated call to their website. i feel i am dealing with a dodgy lone shark - not HSBC”
“A complaint to JL about Newday initiated a standard response from the latter; "we are in the right, so go the Ombudsman". This is not the quality of service I have been accustomed to from JL/Waitrose. Both have now lost a customer. How much better is Tesco's service and prices,too.”
“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.”
“Ever since I applied for and received my New Day card for John Lewis & Partners it has been blocked and useless. I have e-mailed, spoken to people on the phone, been passed to their customer services, been promised a letter explaining their complaints procedure etc. etc. etc. I have spent HOURS trying to make some sense of this disaster. I have home insurance, car insurance etc. with JL (even my e-mail was set up via JL) but am on the brink of ditching them all too. I can't even cancel the New Day card because it is blocked! JL customer services just say they can't help . "As a valued John Lewis customer, I understand that you may be disappointed.
Were it possible for me to handle your concerns personally I would, however it remains the case that because this is a financially regulated product, my colleagues at NewDay are uniquely placed to address the points you've made."
It's a disaster for JL.
I will have to contact the Ombudsman soon, but the saga and writing about it is very stressful. I am recovering from cancer and don't need this!
DON'T RENEW YOUR JL CARD with NEW DAY if you haven't yet.
I wish someone had warned me!”
“I made a payment to my Pulse Card and although it left my bank account it was never credited to my Pulse account. I reported this to Newday and my bank the same day. In less than 10 days my bank had ascertained that the money reached Newday and the problem laid with them. Despite my complaints it is now 6 weeks since my initial reporting and I have not heard a thing from Newday, apart from an initial request for information which I immediately provided. Newday say they strive to provide excellent customer service! I have seen little or no evidence of this. I am not all impressed. Would definitely not recommend.”
“Newday are almost impossible to get hold of. They appear to have improperly taken a direct debit from me despite them confirming that I had a zero balance . My to-be-signed-for letter to them asking for an explanation has gone unanswered. Wish I had never started with them and to my greater dismay, they are now involved with my John Lewis payments.”
“I have had my Waitrose rewards credit card for about 3 months, but have random times where the card is declined or 'an error has occurred' online even though the app has sent me a valid OTP code.
I tried to circumvent this by adding to the Trusted Retailers list via the app. Unfortunately this also has undefined 'an error has occurred' moments. In addition you cant scroll in the Trusted Retail pop-up as no bar is provided.
I telephoned Customer Services who told me that it must be my browser and that I should install another. The person clearly had no technical knowledge and was quoting from a 'common problems' faq sheet. I was made to feel like every issue was my error.
After being 'fobbed off' for about 30 minutes, I eventually spoke to her manager who promised me a call back from someone with better technical expertise. That was this morning and it is now 17:00. It clearly isnt happening.
I will probably go to another provider in the near future as I cannot have random refusals of my card continuing.
Looking at previous postings for reviews of NewDay cards (on all review sites), this appears to be a common problem.”
“The NewDay/JL relationship is an unmitigated disaster for both parties.
1. JL (and thus Waitrose) will experience a massive drop in customers who feel badly mislead by the change of credit card provider.
2. In my case I intend to cease shopping at JL (and their chronically overpriced supermarket Waitrose; read the Which? reports), because one can see that the whole organisation is now beginning to fall apart. In Horsham, Aldi is developing a new store right next to JL/Waitrose. This may mark the end of that JL/Waitrose store
2. NewDay have mistreated JL customers on an appalling level and will have to explain themselves to the Financial Conduct Authority who will hopefully withdraw their licence.
3. JL are guilty of a serious management mistake in choosing NewDay as their credit card provider. What kind of research could they possibly have undertaken before making this disastrous decision? Heads must roll.
Vote with your feet !!”
“This company are doing fraud somewhere along the line, I have paid off my instalment plans I had with them through AO they have then used my money to pay off something I know nothing about to then make my instalments roll over. This company have added an extra £407.92 to my balance but can’t seem to tell me what this is for. I’m now going to get new day investigated for fraud. I’m so not happy I’ve been paying regularly every month by DD this company should be shut down. Someone somewhere is getting money for fun.”
“The management of this card by Newday is dreadful. The helpline does nothing of the sort, one is at the point of exploding by the time you get to speak to someone, it is a deliberately convoluted process and often cuts you off after having spent ages navigating endless unrelated questions which steer you online deposit the fact the if you go on line it tells you to contact them. John Lewis should be better than this.”
“After years shopping with the JL card, receiving regular statements and paying them rapidly, I suddenly find that I am being charged for late payment.
Contacting the company through web chat provides complicated answers in a tiny interface which is difficult to read”
“Atrocious company. Highly pursuaded by Amazon to get one of their credit cards which turned out to be Newday who I had never heard of. I used the card a few times to make purchases and paid off each month. I moved house and before I could contact them, unbeknown to me they sent me a new card with no notification. I didn't request one, there was no higher credit and there was still 18 months left on the original card. I contacted Newday when I tried to make a purchase through Amazon for my new home to find out why I couldn't use the card and it transpired they had sent me a new card. I was annoyed and cancelled my account. Several weeks later I retuned an item to Amazon for a refund. Amazon said "refunded to original payment card" I suddenly realised that it would be Newday, the account I'd closed and contacted Amazon. Amazon confirmed £112 had been sent to Newday but that if it couldn't be allocated they'd be in contact. No one contacted me and I spent hours of time on the phone between both companies, each blaming the other until eventually I suggested it might be something to do with the new card and found out that not only had a new card been issued but a new account too and that these "2" accounts were never linked! In addition, when I complained about when I would have gotten my £112 back it appears they only look into these refunds if the customer contacts them! Do they not have to balance their accounts? How many other refunds are they sitting on? I eventually got my refund weeks later but in the correspondence they sent state I had an unsecured loan at the time of £1100? and a payday loan of £440? I have had neither of these nor was or am, as they state on a letter, "in financial difficulty". I have complained to the Financial Ombudsman, however, I can see which way this will go as the business pays The Financial Ombudsman so will never be truly impartial and they don't seem to understand my complaint. This company should not be allowed to operate.”
“Since having been put into this card by John Lewis I have had endless problems too long to detail. If only I had come to this website earlier I could have saved myself days of problems and angst. What on earth were John Lewis thinking about? Frankly there is a nasty smell.”
“I have been with J&L for 65 years no problem. From day one of registration I felt this is not for me now its been proved.
I recd. a bill and paid on 21 october through my bank. On 25 Oct Newday returns the payment back to my bank. And without letting me know they stopped the card. I contacted them 34.4mins they told me account NOwas missing. There and then I paid them.
Today I get statement they are charging me £12 late payment and £9.56 interest.
I think I stop using them it's not worth getting Hypertension.”
