John Lewis -Very poor customer service

Guildford

Paying for lunch. John Lewis card declined. Try again declined. Queue of people. Embarrassment. Phone JL. Computer voice insists enter card number and answer two security questions. Takes time keying into mobile, computer announces passed security and in queue. Advisor answers and wants to security check again. Ask what point of computer security check if advisor repeats? She blanks question three times. OK answer her questions. She explains a letter has been returned to them so they stopped my card until I confirm my address. Text me or phone me with your question yes, but stop my card and wait until I'm at the front of a queue and card declined so I phone you?! How incredibly lazy and rude. Not anti-fraud would have contacted me to check previous payments not fraudulent. I said I was cancelling my card, but advisor said I couldn't as I had to phone a different number to do that! Sums up John Lewis Credit Card. Must be better??

vyle

LMAO I love posts like this. they're hilarious.

Guildford wrote: »

Paying for lunch. John Lewis card declined. Try again declined.

Sucks, but these things can happen.

Queue of people.

Irrelevant.

Embarrassment.

That's your problem.

Phone JL. Computer voice insists enter card number and answer two security questions.

Standard for a lot of cart companies.

Takes time keying into mobile

Get better at typing then.

computer announces passed security and in queue. Advisor answers and wants to security check again. Ask what point of computer security check if advisor repeats?

These details don't usually get passed on... alas, the advisors do not have control over these systems so obviously can't give you a satisfactory answer. Being a shirty git won't do anything to help you.

She blanks question three times.

Because you are clearly a rude individual who has anger management issues and the advisor wants you off the phone as quickly as you want to be off the phone.

OK answer her questions. She explains a letter has been returned to them so they stopped my card until I confirm my address. Text me or phone me with your question yes, but stop my card and wait until I'm at the front of a queue and card declined so I phone you?! How incredibly lazy and rude.

Not really. If your security has been compromised, meaning that addresses and other held information may be incorrect, it makes sense not to send out any clues to a possible fraudster. Granted it would be better if:

Not anti-fraud would have contacted me to check previous payments not fraudulent.

But i've only ever seen debit accounts do that, not credit cards (mastercard and visa seem to have different procedures, but it's not my particular area of expertise so correct me if I'm wrong).

I said I was cancelling my card, but advisor said I couldn't as I had to phone a different number to do that!

Do you phone the police about your council tax? No? Exactly. Totally different departments with different jobs. Anti-fraud peeps aren't customer service, sales, account management or anything like that... though I'm sure you would have loved to have been on hold longer because that team was dealing with the minutiae of account opening and closure too, right?

Sums up John Lewis Credit Card. Must be better??

What, the same as HSBC and most other mastercards, because it's operated by HSBC?