Jaja / Post Office Issues

gismo1554

Morning. So I had a Post Office credit card that has moved over to Jaja late last year. However because of COVID I had a holiday get cancelled and had to claim refunds from two companies. In January I spotted that my statement balance was showing a different amount to the balance on the Jaja app meaning that although I was showing as being in credit it was claiming I had an outstanding balance and needed to make a minimum payment. I however could not make a payment as my balance was in credit. I contacted Jaja and originally they claimed the refunds did not exist even though I could see them including all the details about the refund on the app. Eventually they transferred me to a different department who took all the details and said they would get back to me in 10 days but that it must have been something to do with the fact the refunds were to the Post Office credit card. Since then I've had no contact (almost 2 months now) and another statement come through which again is showing that I owe money when I don't. Does anyone have any suggestions on what I should do next? I have not been charged interest or a missed payment fee for the January statement but I'm worried that having this might effect my credit score etc and the longer it goes on the more I am stressing over it. 

[Deleted User]

The credit might be a holding balance pending also, you can normally make payment manually anyway (rather than a DD "pull" you can make a payment "push") - I'd suggest doing that for the moment as you don't want late payments on your account.

gismo1554

Deleted_User said:

The credit might be a holding balance pending also, you can normally make payment manually anyway (rather than a DD "pull" you can make a payment "push") - I'd suggest doing that for the moment as you don't want late payments on your account.

Yeah so I can't make a payment at all. It shows that I've got a negative balance and therefore no payment can be taken even though it says there is a payment due. I've tried both online, on the app and over the phone and when you try to pay anything it just says "you have a negative balance" but then when they are doing the statements etc they aren't showing a negative balance. I don't use DD on this account which maybe would be better but then I think it would have the same issue. As said its been so long now my next statement has come through and this hasn't got a late payment on it but I just don't know what else I can do. 

[Deleted User]

Try and do a push as I said, go to your banking app and send the money to their account with the card number as a reference or the post office using a paying in slip

gismo1554

So today randomly they've updated my balance and it now matches the statement balance but is still wrong as the two refunds are still showing on my account but now not feeding into the balance. It does however mean I can now make a payment but doesn't really fix the problem and still no explination on what is going on

JamesPeter

Yes, Jaja are a nightmare company to deal with. I ditched them shortly after they took over from the Post Office, however my account still seems to be open and reported regularly to the CRA's despite being closed for over 5 months now!  It is now with the FOS.

OP - have you filled out their online complaints form:

https://jaja.co.uk/complaints/

Complete it, take a screenshot and date/time it.

When you don't hear anything from them after 8 weeks, send it with your complaint to the Financial Ombudsman Service.

The FOS seem to be the only ones who can get them to do anything about complaints!

Mouse007

You should see the Trust Pilot reviews, they are being called out for posting fake reviews about themselves now.

cymruchris

They were a good idea on paper - but this PO takeover appears to have been a catastrophic disaster - and isn't doing anything at all for their brand image (I don't think they have one left) - it's going to take a miracle to turn it around and show the world how amazing they said they were going to be. They bit off far more than they could chew, and now it shows.

tpow001

I have tried for 3 days to register my new JAJA card. I input all the data. Then it flashes a message. Unable to do this at this time. I will be cancelling the card. It was much smoother when it was the Post office.

rubble2

Has anyone tried using a Jaja card at Tesco pay at the pump petrol stations?
My PO card got switched to Jaja and when I tried to use it to refuel about a month ago it said that the card is not recognised by this pump. I spoke to Jaja who said that they knew of no reason why it should be a problem and asked me if I had made a Chip and Pin transaction since getting the card, I was pretty sure that I had but I deliberately used the card for a purchase in store to make certain.
I have just tried using the card at the Tesco pump again and I still get the card not recognised message.

gismo1554

Thanks all. I managed to get an address to complain to after eventually getting someone to get their managers permission to give me it and after sending a recorded delivery letter it seems to have done the trick! Still no explanation of anything but at least my balance is now where it should be. I will definitely not be using going forward but unfortunately still have one holiday that hasn't been cancelled booked to this credit card so can't get rid of yet.