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Sainsbury's Bank customers facing long call centre waits following credit card... - MSE News

edited 30 November -1 at 1:00AM in Budgeting & Bank Accounts
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MSE_CallumMSE_Callum Forumite
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edited 30 November -1 at 1:00AM in Budgeting & Bank Accounts
Sainsbury's Bank customers are reporting wait times of several hours to get through to its call centre - as a delay to customers' credit card statements being sent out has led to its customer service team being inundated with callers...
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'Sainsbury's Bank customers facing long call centre waits following credit card statement delays'
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  • schiffschiff Forumite
    19.6K posts
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    My statement date is July 3rd. Apart from being able to check everything online, I have received two copies of the paper statement!
    So far, so good.

    Last month they made a mess of my DD, requiring me to pay separately, but took the responsibility. Fortunately I monitor all my DDs to ensure they have worked OK. My CC with them is a spend now, pay later card with £2K debt on it, so it concerned me as at the time I wasn't sure who was at fault.

    The next DD is on Monday, so we'll see what that brings!

    What are so many finance houses suffering problems!! Who do we blame - Russia? Trump?
  • Ian011Ian011 Forumite
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    If you are calling the bank, make sure you use the official 03 or 080 number found on the official website.

    Do NOT be tempted into calling any of the premium rate 084, 087 or 09 numbers listed on a variety of unofficial websites. Those numbers are all scams and will cost a huge amount to call.

    It is at tmes like this that large numbers of people fall victim to the "call connection service" scam. Don't be one of them.
  • ozazozaz Forumite
    293 posts
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    I had issues with my most recent direct debit. My June statement indicated that the direct debit was set to £0.00 even though I'd been paying by direct debit for several months. Furthermore, this was at odds with my online setting which was for a fixed amount (£100). I raised this inconsistency through their secure messaging system about 3 weeks before the due date and was assured the online setting was correct and would be taken on the due date. Surprise, surprise nothing was taken on the due date and now I've been charged a missed payment fee in my July statement, and I assume I've incurred some penalty interest too - but not really clear from the statement. I messaged them through the online messaging system on 24th to request they revoke any missed payment penalties but haven't heard back.
    schiff wrote: »
    Last month they made a mess of my DD, requiring me to pay separately, but took the responsibility. Fortunately I monitor all my DDs to ensure they have worked OK. My CC with them is a spend now, pay later card with £2K debt on it, so it concerned me as at the time I wasn't sure who was at fault.

    How did you communicate with them to resolve this?
    Did you need to escalate it in any way?
  • schiffschiff Forumite
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    I phoned. They told me I would not suffer any penalty etc. They took the blame, entirely. Kept a note of the MOS's name and the date of the call. There is no penalty etc on my current statement.

    Your problem going the same route will be queuing on the phone.
  • NicGNicG Forumite
    2 posts
    Since getting my Sainsbury's credit card at the end of 2017, it's been set up with a Direct Debit that pays 15% of my balance each month. In June, the statement said the DD would be the 15%, but then the amount they took out of my bank was only the minimum payment?! On my July statement, it says my DD is set up to be the minimum amount only. Surely they have to get my permission to change my DD? I was going to call them today but have just seen the stories of their long call waits :(
  • schiffschiff Forumite
    19.6K posts
    Part of the Furniture 10,000 Posts Name Dropper
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    schiff wrote: »
    My statement date is July 3rd. Apart from being able to check everything online, I have received two copies of the paper statement!
    So far, so good.

    Last month they made a mess of my DD, requiring me to pay separately, but took the responsibility. Fortunately I monitor all my DDs to ensure they have worked OK. My CC with them is a spend now, pay later card with £2K debt on it, so it concerned me as at the time I wasn't sure who was at fault.

    The next DD is on Monday, so we'll see what that brings!

    Monday has dawned; the due DD has not left my bank and nothing is credited to my card. So far. I'll wait till tomorrow and then take some remedial action.
  • DaerveDaerve Forumite
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    They haven't taken my DD either leading to a late payment of £1.03. Spent three hours yesterday trying to sort it, was told to phone back when the late payment charge appeared on my statement.

    Expressed my dissatisfaction that it would potentially affect my credit file and was pretty much told, yeah it might do.

    Have sent a complaint but not holding my breath. Possibly worst customer service ever and believe me, Origin Broadband were bad....
  • ozazozaz Forumite
    293 posts
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    ozaz wrote: »
    I had issues with my most recent direct debit. My June statement indicated that the direct debit was set to £0.00 even though I'd been paying by direct debit for several months. Furthermore, this was at odds with my online setting which was for a fixed amount (£100). I raised this inconsistency through their secure messaging system about 3 weeks before the due date and was assured the online setting was correct and would be taken on the due date. Surprise, surprise nothing was taken on the due date and now I've been charged a missed payment fee in my July statement, and I assume I've incurred some penalty interest too - but not really clear from the statement. I messaged them through the online messaging system on 24th to request they revoke any missed payment penalties but haven't heard back.

    Update - I received a message from Sainsbury's Bank on 30th July letting me know that the late payment penalty had been refunded to my account and any negative impacts on my credit files will be removed. :)

    A bit slow (6 days after original message), but preferable to waiting in a call queue.
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