financial ombudsman

Bowsa

Morning All,

I currently use sainsburys credit card, and have done for ~18 months. The bank has been fine to use up until recently, though very basic......No app / apple pay / basic website / slow updates.

the last few months though the site has been horrendous with issues logging in, I again can't see any recent transactions and I am also unaware as to how much I actually owe at this stage due to the amount shown *seems* to be a lot higher than expected......this could potentially be fraud, a lag between payments that have been made and hitting the account, or potentially a missed transaction that I can't remember. Problem is I can't tell as I have zero visibility - the statements have recently changed as well which has caused them to be a pain to read as well.

Trying to contact sainsburys takes an age to get through on the phone and days through their messaging section on the site. I am thinking of speaking to the ombudsman regarding this, but will they actually get sainsburys to resolve these issues? I'm not sure what to expect and don't really want to waste more time if its not going to help resolve the issue.

at this stage I will be looking to close down the account once I've cleared the balance, but until then i'd like to try and get the issues solved.

Thanks

Bowsa

agrinnall

This has been going on for several months, if you do a search of this board you'll find several recent threads on the subject, including this one which is probably the main one.


https://forums.moneysavingexpert.com/discussion/5859468/mse-news-sainsburys-credit-card-customers-still-unable-to-see-their-recent-transactions&highlight=sainsbury

bigisi

Bowsa wrote: »

Morning All,

I currently use sainsburys credit card, and have done for ~18 months. The bank has been fine to use up until recently, though very basic......No app / apple pay / basic website / slow updates.

the last few months though the site has been horrendous with issues logging in, I again can't see any recent transactions and I am also unaware as to how much I actually owe at this stage due to the amount shown *seems* to be a lot higher than expected......this could potentially be fraud, a lag between payments that have been made and hitting the account, or potentially a missed transaction that I can't remember. Problem is I can't tell as I have zero visibility - the statements have recently changed as well which has caused them to be a pain to read as well.

Trying to contact sainsburys takes an age to get through on the phone and days through their messaging section on the site. I am thinking of speaking to the ombudsman regarding this, but will they actually get sainsburys to resolve these issues? I'm not sure what to expect and don't really want to waste more time if its not going to help resolve the issue.

at this stage I will be looking to close down the account once I've cleared the balance, but until then i'd like to try and get the issues solved.

Thanks

Bowsa

You can't go to the ombudsman without reaching the end of the complaints process with Sainsbury's Bank. You need to raise a formal complaint to them and when they send you a 'deadlock' letter then you can raise it with the FO.

Bowsa

Thanks for the replies Sainsbury’s have given time the ombudsman details to contact them if I’d wish, not sure if the would constitute the “deadlock” letter as you refer to it above?

Bowsa

so after speaking to them again today, they have told me that this has now been opened as an official complaint and that can take up to a further 8 weeks for resolution......which is ridiculous as it is months since I initially complained about it.

So I really don't know if speaking to the ombudsman is A possible or B will even help?

Willing2Learn

Complaining to the FOS is the default escalation procedure with your type of complaint. You need to let the eight weeks with Sainsbury expire first though...

Bowsa

I appreciate the reply, I assumed that would be the requirement.....i'm so annoyed that I now have to wait another 8weeks, even though it has been longer than that since I first complained -.-