Terrible service

Prudent

I only take a credit card when lured by a freebie (I have got some nice ones over my years on MSE ). Making a purchase in Debenhams last week I was duly lured by the promise of free tea and coffee in the cafe as drinks in the shopping centre are a silly price. My card arrived today and when I tried to register it I realised a letter was missing from my surname. I tried using their online form, but it told me a reply would take up to 5 working days. Clearly not good enough. I phoned the card helpline (carefully selecting the non 0844 alternative). After doing the automated options I was put on hold for thirty minutes, with a recorded voice saying they would be with me shortly. The call was then simply cut off.

This is name number which should be used if you have a lost or stolen card abroad. It doesn't bear thinking about.

Is the terrible service usual? I felt it showed total contempt for their customers.

Edit Just thinking this should probably go in the credit card section -oops.

shortcrust

Prudent wrote: »

I only take a credit card when lured by a freebie (I have got some nice ones over my years on MSE ). Making a purchase in Debenhams last week I was duly lured by the promise of free tea and coffee in the cafe as drinks in the shopping centre are a silly price. My card arrived today and when I tried to register it I realised a letter was missing from my surname. I tried using their online form, but it told me a reply would take up to 5 working days. Clearly not good enough. I phoned the card helpline (carefully selecting the non 0844 alternative). After doing the automated options I was put on hold for thirty minutes, with a recorded voice saying they would be with me shortly. The call was then simply cut off.

This is name number which should be used if you have a lost or stolen card abroad. It doesn't bear thinking about.

Is the terrible service usual? I felt it showed total contempt for their customers.

Edit Just thinking this should probably go in the credit card section -oops.

Is it possible that calls to this number from within the UK are redirected? Loads of people must call it to try to save money so I wouldn't be surprised if they did something like that. Obviously still too long to wait.

Better in future to get a number from here http://www.saynoto0870.com.

redpete

Prudent wrote: »

I tried using their online form, but it told me a reply would take up to 5 working days. Clearly not good enough.

Why not good enough? What is so urgent about getting the name changed on a card that you applied for on a whim and for which you have already had the freebie?

shortcrust

Just to satisfy my curiosity, we are talking about a free drink on each visit aren't we, rather than just one free drink?

Prudent

shortcrust wrote: »

Is it possible that calls to this number from within the UK are redirected? Loads of people must call it to try to save money so I wouldn't be surprised if they did something like that. Obviously still too long to wait.

Better in future to get a number from here http://www.saynoto0870.com.

Yes I had wondered about that too. I will try that next time.

It is a free drink every visit.

Prudent

redpete wrote: »

Why not good enough? What is so urgent about getting the name changed on a card that you applied for on a whim and for which you have already had the freebie?

The name bit is not urgent at all. The bit I think was unacceptable was the length of wait as this was also the line to report lost and stolen cards. That is something that quite rightly could make people anxious and a long wait wont help.

redpete

Prudent wrote: »

The name bit is not urgent at all. The bit I think was unacceptable was the length of wait as this was also the line to report lost and stolen cards. That is something that quite rightly could make people anxious and a long wait wont help.

OK but your comment was against the 5 day response to the online form, not the 30 minute on-hold on the phone.

Maybe you would have waited a lot less than 30 minutes (and not have got cut-off) if you had selected the options to report a lost or stolen card. Just because it is the same number doesn't mean that all calls are treated in the same way - the menu options will direct the call to different sets of operators.

Prudent

It was the exactly the same options for the lost or stolen card. I didn't make that clear, sorry. I just feel that it would make me reluctant to use this card abroad for fear of not being able to report the lost or theft of the card easily.

andyfromotley

yup its crap service, all you can do is vote with your feet!

planteria

from brief but clear experience, i avoid all store cards.
Amex works fine at all of the department stores in our City:T

System

Planteria, it would have been a MasterCard not storecard.

The issuer is New Day which issues various store branded credit cards and sub prime credit cards like Aqua.