Partnership Card (John Lewis)

whitesatin · 11 October 2016 at 9:45AM

They have changed their system/format and one has to re-register. I think there must be teething problems as I am unable to log on to my account. I have managed to re-register as requested but I'm hoping that they get the issues sorted soon. There is a high volume of activity on their phone lines so I can't get through.

I suppose, as the changes only took effect yesterday, I'll just have to wait.

I'm assuming that the changes will be for the better but I don't like change, I suppose.

downshifted · 11 October 2016 at 1:52PM

Me neither - and I don't recall being told about this change previously. I can't log on either, and I am unhappy about having to re-register giving all my details again

whitesatin · 11 October 2016 at 4:24PM

downshifted wrote: »

Me neither - and I don't recall being told about this change previously. I can't log on either, and I am unhappy about having to re-register giving all my details again

I am pretty sure that they told me it would be undergoing changes and not accessible over the weekend but it's annoying that there are still issues

Suffolk_lass · 11 October 2016 at 5:31PM

I received an email on the 7th October reminding me that I would be unable to access my account until Sunday 9th when I would need to re-register. I successfully did so and it was clear that they have allowed us to choose our own userid and password and that there is now a mobile app to allow for the fact that fewer people are using desktop devices and now expect to access their banking and cards from mobile devices.

For anyone who missed it I am reproducing the text from the email here:

"Hello

As you may already know, from 10 October we’re adding some new services to the partnership card which make managing your account easier. To continue to access your account and get the most out of the new services you’ll need to re-register. Don’t worry, it’s easy to do.

When you log into your account from 10 October have your partnership card to hand and we’ll guide you through the rest of the process. You’ll only need to do this once.

Please note, from this afternoon (7 October) you won’t be able to log in until Sunday afternoon (9 October) due to the changes we’re making. But if you need to access your account during that time, just call Customer services on 0345 300 3833. 0345 300 3833."

SL

whitesatin · 11 October 2016 at 6:11PM

I've now been able to access my account although it is quite (understandably) slow. The only thing I can't see, and miss, is the "Pending transactions" facility. I'm not sure if this will be on an App but I never use my phone for anything financial so I probably won't find out.

Doc_N · 11 October 2016 at 10:45PM

Card declined twice today after requesting new contactless card. I'm guessing they've just cancelled the existing card without any warning that that would happen.

Be warned, if you're looking to replace an existing card with contactless.

Impossible to get through to them on the phone today to find out for certain why declined - tried twice and gave up on each occasion after at least 15 minutes.

The Partnership Card has always seemed the poor relative of other HSBC products - outdated website and indifferent customer service (much like John Lewis itself). This takes it, though, to new depths.

whitesatin · 12 October 2016 at 8:09AM

I have only used my normal card, over the phone and don't have contactless on that credit card.

I shall see how it all goes. I've had their card for many, many years now and haven't really had problems before.

jaybee · 12 October 2016 at 8:29AM

I have managed to re-register and access my account although it was a veryslow process. For some reason best known to themselves I have been unable to switch to Online Only Statements.

Surely they could have had a lot of these problems ironed out before going 'live'. Not what we expect from John Lewis!

ArielNH · 12 October 2016 at 10:03AM

Seem to be disorganised. Got in touch with the CS number on Sunday, as the usual site was blocked, and they appeared unaware of the changes. JL have contact details and email: they should have alerted users to the imminent changes. Eventually got my registration updated but the summary gives a superseded CC number. Even now, there is no acknowledgement of the issues. Think I may change cards. It is HSBC behind this JL front so perhaps should not be surprised.

Chanes · 12 October 2016 at 10:46AM

I have been on the phone waiting for over an hour today and could not get through, I tried yesterday and Monday and all these calls are at national call rates! I also received the email about the changes but honestly thought they would have known how to deal with it! I tried re-registering and it accepted the details and locked my card! It's just incompetent, surely they must have checked the process!