John Lewis Partnership Card

WillPS

nbass said:

If you haven't got a computer - like my 85 year old mother + father (a decades-long JL Partner) - how do you apply?
Letter today from Partnership Card arrives today saying "Account Closed" - no clue given that you can apply for new card. Mother in a panic as they buy everything from JLP/Waitrose on their card. Ring the number on letter - "We are HSBC not the new provider so can't tell you anything".
Ring new provider, NewDay, after getting number from website - something my mother can't do of course. Their answer "Apply online or go into store and use the tablet there". I really pity the poor customer service person who has to try and teach my father how to use a tablet given he can't even work a Nokia 3310!

Absolutely terrible service and comms programme from JLP and not thought through from a customer experience stand point at all.  I know technically it isn't them but when the letter has JLP green branding and JLP typeface then I am afraid it is them in customer's mind.  This type of "no computer = no service" scenario is simply a form of indirect age discrimination and completely disenfranchises a chunk of their more mature customer base. A sad and common story these days and I am afraid JLP have just become the same as all the rest.

As for my own experience, I applied online for my card and got same £9k credit limit I had with old card but it took but 7 emails and 5 OTP texts to get me to precisely where I started in the first place.

The old JLFS card is gone. The new JL branded NewDay card has only a digital sign up process. This is pretty far from unusual for new financial products.

Perhaps if your parents aren't savvy with technology a card such as this isn't a good idea? Maybe they should choose their next based on the banking features they need rather than just doing whatever John Lewis suggest they do?

You're not back where you started either. You had a card with JLFS which will end at the end of October no matter what. You now also have a different credit card which will be available beyond October.

John Lewis are not a bank, they are a (struggling) department store and supermarket chain. If you to be loyal to a banking brand which will build a banking relationship long term, it should never be John Lewis. The NewDay card will also end at some point (the Amazon arrangement they had lasted 5 years or so).

artyboy

WillPS said:

artyboy said:

Marchitiello said:

wendineill said:

… She is furious at her treatment from JL as they aren’t even transferring her account to their new provider.  An you help?

As explained early in this thread can you explain to your mum that JL had nothing to do with the credit facility issued to your mum under the JLP branding and that as such they did not own the credit linked nor the debt portfolio, so any other provider of such facility (that did not actually but the account and debt portfolio) would need to make their own financial decision before accepting new customers.

But of course it will never be that simple - once JL allowed their name to be associated the the branding of that credit facility, they became at least somewhat responsible in the eyes of their customers. Especially the ones that have had a JL card for many years thinking that it was a brand they could trust!

In which case my advice would be complain to John Lewis (but don't expect much) and recalibrate ones expectations to be more in line with reality moving forwards.

The problem is that there are many people, probably quite old (although I'll no doubt get told off for even mentioning that!) who have had JL credit/charge accounts since the year dot, probably do much of their shopping in Waitrose, and are going to really lose faith in what they saw as a safe and solid institution.

It's very easy for us better calibrated people (to use your turn of phrase) to rationalise that the financial side and the retail side are separate - and as I mentioned earlier, we've ditched the card entirely - but for the majority of customers, it's all one brand, and this mess will hurt JLP's reputation with a fair chunk of its long standing client base.

Whether it was HSBC or JL that pulled the plug, I'm just surprised that a better transition or different new financial provider wasn't possible...

WillPS

artyboy said:

WillPS said:

artyboy said:

Marchitiello said:

wendineill said:

… She is furious at her treatment from JL as they aren’t even transferring her account to their new provider.  An you help?

As explained early in this thread can you explain to your mum that JL had nothing to do with the credit facility issued to your mum under the JLP branding and that as such they did not own the credit linked nor the debt portfolio, so any other provider of such facility (that did not actually but the account and debt portfolio) would need to make their own financial decision before accepting new customers.

But of course it will never be that simple - once JL allowed their name to be associated the the branding of that credit facility, they became at least somewhat responsible in the eyes of their customers. Especially the ones that have had a JL card for many years thinking that it was a brand they could trust!

In which case my advice would be complain to John Lewis (but don't expect much) and recalibrate ones expectations to be more in line with reality moving forwards.

The problem is that there are many people, probably quite old (although I'll no doubt get told off for even mentioning that!) who have had JL credit/charge accounts since the year dot, probably do much of their shopping in Waitrose, and are going to really lose faith in what they saw as a safe and solid institution.

It's very easy for us better calibrated people (to use your turn of phrase) to rationalise that the financial side and the retail side are separate - and as I mentioned earlier, we've ditched the card entirely - but for the majority of customers, it's all one brand, and this mess will hurt JLP's reputation with a fair chunk of its long standing client base.

Whether it was HSBC or JL that pulled the plug, I'm just surprised that a better transition or different new financial provider wasn't possible...

Why are you surprised? There is no precedent whatsoever for the nonbanking partner in a co-branded credit card moving their customer base wholesale when they change to a different banking partner. IHG, Virgin Atlantic, Lufthansa, Asda, Avios, Marriott and no doubt more I'm forgetting in the last 10 years have been through a similar process and none of them resulted in customers being moved enmasse to the new banking partner's card.

If you want to build a long term relationship with a bank then you really should be building a long term relationship with a bank rather than a brand name stuck on another bank's cards.

If you are frustrated about JLP's treatment of their customers then complain and/or join the millions the customers desserting them.

CSH1

I won't be applying for the new card, I also have a M&S rewards card and Halifax Clarity card so will use them, Halifax Clarity was only got for trips abroad but they have offered 0.5% cashback for 3 months so I will wind down use of the Partnership card from September and pay it off and use the Halifax card instead then re-evaluate in the New Year, seeing what offers there are if I feel I need another card.  

I have been put off by the low credit limits given especially as I am early retired so on a not very high pension income but supplemented by savings and the fact that Amazon are parting company after not very long.

WillPS

CSH1 said:

I won't be applying for the new card, I also have a M&S rewards card and Halifax Clarity card so will use them, Halifax Clarity was only got for trips abroad but they have offered 0.5% cashback for 3 months so I will wind down use of the Partnership card from September and pay it off and use the Halifax card instead then re-evaluate in the New Year, seeing what offers there are if I feel I need another card.  

I have been put off by the low credit limits given especially as I am early retired so on a not very high pension income but supplemented by savings and the fact that Amazon are parting company after not very long.

This is a very sensible approach. It also allows the JLFS credit limit time to fall off your credit report so it shouldn't be a blocker in terms of obtaining further credit by then.

artyboy

WillPS said:

artyboy said:

WillPS said:

artyboy said:

Marchitiello said:

wendineill said:

… She is furious at her treatment from JL as they aren’t even transferring her account to their new provider.  An you help?

As explained early in this thread can you explain to your mum that JL had nothing to do with the credit facility issued to your mum under the JLP branding and that as such they did not own the credit linked nor the debt portfolio, so any other provider of such facility (that did not actually but the account and debt portfolio) would need to make their own financial decision before accepting new customers.

But of course it will never be that simple - once JL allowed their name to be associated the the branding of that credit facility, they became at least somewhat responsible in the eyes of their customers. Especially the ones that have had a JL card for many years thinking that it was a brand they could trust!

In which case my advice would be complain to John Lewis (but don't expect much) and recalibrate ones expectations to be more in line with reality moving forwards.

The problem is that there are many people, probably quite old (although I'll no doubt get told off for even mentioning that!) who have had JL credit/charge accounts since the year dot, probably do much of their shopping in Waitrose, and are going to really lose faith in what they saw as a safe and solid institution.

It's very easy for us better calibrated people (to use your turn of phrase) to rationalise that the financial side and the retail side are separate - and as I mentioned earlier, we've ditched the card entirely - but for the majority of customers, it's all one brand, and this mess will hurt JLP's reputation with a fair chunk of its long standing client base.

Whether it was HSBC or JL that pulled the plug, I'm just surprised that a better transition or different new financial provider wasn't possible...

Why are you surprised? There is no precedent whatsoever for the nonbanking partner in a co-branded credit card moving their customer base wholesale when they change to a different banking partner. IHG, Virgin Atlantic, Lufthansa, Asda, Avios, Marriott and no doubt more I'm forgetting in the last 10 years have been through a similar process and none of them resulted in customers being moved enmasse to the new banking partner's card.

If you want to build a long term relationship with a bank then you really should be building a long term relationship with a bank rather than a brand name stuck on another bank's cards.

If you are frustrated about JLP's treatment of their customers then complain and/or join the millions the customers desserting them.

My points are observational - I don't feel frustrated because it affects me directly (other than accepting losing the fringe benefit of using the card to buy foreign currency with JL). I will still be walking to my local Waitrose most days to get my groceries, and paying for them on my Amex, as I always have!

It's more a general sense of frustration that it appears, prima facie, to have been poorly managed. The fact that there's no precedent and it hasn't been done before doesn't mean it can't be done well the first time. I have nothing directly to complain to JL about, but I'd be very surprised if they are thinking "this is going well..."

WillPS

artyboy said:

WillPS said:

artyboy said:

WillPS said:

artyboy said:

Marchitiello said:

wendineill said:

… She is furious at her treatment from JL as they aren’t even transferring her account to their new provider.  An you help?

As explained early in this thread can you explain to your mum that JL had nothing to do with the credit facility issued to your mum under the JLP branding and that as such they did not own the credit linked nor the debt portfolio, so any other provider of such facility (that did not actually but the account and debt portfolio) would need to make their own financial decision before accepting new customers.

But of course it will never be that simple - once JL allowed their name to be associated the the branding of that credit facility, they became at least somewhat responsible in the eyes of their customers. Especially the ones that have had a JL card for many years thinking that it was a brand they could trust!

In which case my advice would be complain to John Lewis (but don't expect much) and recalibrate ones expectations to be more in line with reality moving forwards.

The problem is that there are many people, probably quite old (although I'll no doubt get told off for even mentioning that!) who have had JL credit/charge accounts since the year dot, probably do much of their shopping in Waitrose, and are going to really lose faith in what they saw as a safe and solid institution.

It's very easy for us better calibrated people (to use your turn of phrase) to rationalise that the financial side and the retail side are separate - and as I mentioned earlier, we've ditched the card entirely - but for the majority of customers, it's all one brand, and this mess will hurt JLP's reputation with a fair chunk of its long standing client base.

Whether it was HSBC or JL that pulled the plug, I'm just surprised that a better transition or different new financial provider wasn't possible...

Why are you surprised? There is no precedent whatsoever for the nonbanking partner in a co-branded credit card moving their customer base wholesale when they change to a different banking partner. IHG, Virgin Atlantic, Lufthansa, Asda, Avios, Marriott and no doubt more I'm forgetting in the last 10 years have been through a similar process and none of them resulted in customers being moved enmasse to the new banking partner's card.

If you want to build a long term relationship with a bank then you really should be building a long term relationship with a bank rather than a brand name stuck on another bank's cards.

If you are frustrated about JLP's treatment of their customers then complain and/or join the millions the customers desserting them.

My points are observational - I don't feel frustrated because it affects me directly (other than accepting losing the fringe benefit of using the card to buy foreign currency with JL). I will still be walking to my local Waitrose most days to get my groceries, and paying for them on my Amex, as I always have!

It's more a general sense of frustration that it appears, prima facie, to have been poorly managed. The fact that there's no precedent and it hasn't been done before doesn't mean it can't be done well the first time. I have nothing directly to complain to JL about, but I'd be very surprised if they are thinking "this is going well..."

Fair enough, apologies for misunderstanding.

I can certainly agree that JL haven't covered themselves in glory with this, and to ask customers to proactively apply for a card which is in rewards terms is no improvement at all is a very poor experience.

JL are pretty much the epitome of poor management though, so it's not surprising really. They've coasted off their reputation for a long time and hubristically expanded without making sure they were doing so in a sustainable, profitable way. They're in a tailspin and I don't expect much other than the southern Waitrose stores to remain in a decade's time. It would be entirely fitting if they haven't fully thought through the implications of what they've done and find in time that it has hurt far more than it helped.

dunstonh

Received my invite yesterday to change over.    The process was smooth enough, and the questions are not intrusive.  However, it gave me a ridiculously low limit of £2900.      I pay the bill in full each month, with the balance frequently getting to £6k before the direct debit date.  This was well within the old credit limit.

Now I have a card that is no longer suitable for my needs.

Marmaduke123

dunstonh said:

Received my invite yesterday to change over.    The process was smooth enough, and the questions are not intrusive.  However, it gave me a ridiculously low limit of £2900.      I pay the bill in full each month, with the balance frequently getting to £6k before the direct debit date.  This was well within the old credit limit.

Now I have a card that is no longer suitable for my needs.

Yes, I'm worried about this happening to me too. I have a couple of expensive holidays booked for next year, and will need my current limit if I am to pay for them on my credit card as I would prefer. For clarity, I would repay in full on the direct debit date.

WillPS

Marmaduke123 said:

dunstonh said:

Received my invite yesterday to change over.    The process was smooth enough, and the questions are not intrusive.  However, it gave me a ridiculously low limit of £2900.      I pay the bill in full each month, with the balance frequently getting to £6k before the direct debit date.  This was well within the old credit limit.

Now I have a card that is no longer suitable for my needs.

Yes, I'm worried about this happening to me too. I have a couple of expensive holidays booked for next year, and will need my current limit if I am to pay for them on my credit card as I would prefer. For clarity, I would repay in full on the direct debit date.

Presumably if they're booked already you can pay the balance in installments?