“Having read the reviews I'm really worried that I have taken out this particular credit card. I shall now consider paying off the balance and going elsewhere. Very shocked that a company like JL have decided to use Newday.Disappointed new customer.”
“Very poor service, 30 days to receive a card statement, and when received it is impossible to open it without downloading tons of additional software in the Laptop . AVOID AVOID AVOID”
“I received my new NewDay card sometime in November 2022, within two weeks I suddenly receive a bill for £4,485.79 when I asked them what this was they simply said I have to pay £450 a month.
This has been taken to the head of NewDay, Financial Ombudsman John Lewis Partnership Card and HSBC even though the head apologesed and reimbursed me £90 NewDay decided to get Moorcroft Dept Recovery.
Infact I never used the card in the said weeks so how did I spent this large amount of money. Someone must be a full time crook to even get away with this crime.
I don't know what to do when dept collectors are involved.
It's obvious they don't fear the Financial Ombudsman conduct.”
“I cannot understand how Sharon White the chairman of John lewis Partners allowed the company to be taken over by a silly named credit card company that cannot do straigthtforward requests like "close the account". The horror stories I have read below on trust pilot make me realise that the credit card company is in jeopardy of being folded all of its own making. It really brings John lewis down in customer service. Shame.”
“Interest free credit means interest free . Can’t get hold of them the auto voice kept putting you back to the start . I made a purchase in j Lewis it was interest free but was being charged interest. They looked at j Lewis and checked it was so . but they blamed j Lewis said it was their fault . Didn’t offer to do anything I’ve put in a complaint to new day and j Lewis who said I’d be refunded the interest back . But as yet nothing how many others have had the same thing sneaky way of making money out of customers if you ask me . They also say they have nothing to do with John Lewis even though the statement are from John Lewis !!!”
“I tried for two hours to navigate their labyrinthine website to unblock my PIN number which they arbitrarily blocked, though my card remained active on-line. I was simply presented with a deluge of FAQ’s on unrelated subjects which were of no help whatsoever. The 'chat-line' failed to load. Four separate phone calls, all I got was a condescendingly soothing, automated voice which drivelled on for minutes telling me things I didn’t want to know and asking me questions to which it couldn’t understand my answers, like my date of birth which I gave very clearly in exactly the format asked for. At no point was I given an option to speak to a PERSON who could help me with unblocking my PIN. I decided to open a new credit card with a different company. Extremely disappointed with John Lewis for introducing their new credit card with NewDay. The whole process of transferring/opening a new JL card last October was a complete nightmare in itself. It should have been a seamless transfer as performed by every other financial organisation when a transfer is initiated by them.”
“I have a credit balance of nearly £1,200 with Newday and they will not send me the money. My account is closed so I can't spend the balance. They said they would send it to me in 7 days and on the account it says it was refunded on 23 March. When it didn't arrive I called and they said it takes 7 working days. When it didn't arrive I called and they said it takes 12 working days, which would be Thursday, 6 April, one day after the limit to invest it in an ISA. When it didn't arrive on Thursday, they said to them 12 working days is Friday the 7th (Good Friday, which is not a working day). It has still not arrived. When I asked why it takes so long to move money, when it can be done in seconds, they say it is because of the large amount -- so who says the larger the amount they owe me the longer they can take to pay me back?
While the money was showing in my account, they added interest, but when they (supposedly) paid it off on 23 March, it was without interest. It is now 8th of April and I have no idea when I will ever see my money. Perhaps the next time they will say that it takes 50 working days (or 100 or 1000).
John Lewis have lost the trust of their customers. How will this tragedy play out?”
“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.”
