NewDay / JohnLewis

Jasonh2015

I'll give the short version, a card taken out against my Dad's name at the start of Oct 22. It's fraud, he's 70 years old and wheelchair bound. by the 1st statement they ran up an £8000 bill, NewDay requested payment of £8 their minimum, they didn't receive it but kept the card active and chargeable.

The statements were paperless/by email. In Jan 23 they sent a letter saying the balance owed is £10k, I logged a complaint and since 3rd Feb they've ignored contact attempts and haven't even sent an acknowledgement of the complaint, I've done what's required under the FOS guidelines. I know enough that they have logged a complaint, but nothing else.

I asked them if £8k in a month was excessive within a month of account opening and it didn't raise any red flags with no payment and they said no!

Their agent told me that "John Lewis" cards are left open and chargeable even if the payment has been missed on multiple occasions, has anyone come across this before?

I work in financial services, so I'm going to let them hang themself with the FOS time frame.

MorningcoffeeIV

Jasonh2015 said:

I'll give the short version, a card taken out against my Dad's name at the start of Oct 22. It's fraud, he's 70 years old and wheelchair bound. by the 1st statement they ran up an £8000 bill, NewDay requested payment of £8 their minimum, they didn't receive it but kept the card active and chargeable.

The statements were paperless/by email. In Jan 23 they sent a letter saying the balance owed is £10k, I logged a complaint and since 3rd Feb they've ignored contact attempts and haven't even sent an acknowledgement of the complaint, I've done what's required under the FOS guidelines. I know enough that they have logged a complaint, but nothing else.

I asked them if £8k in a month was excessive within a month of account opening and it didn't raise any red flags with no payment and they said no!

Their agent told me that "John Lewis" cards are left open and chargeable even if the payment has been missed on multiple occasions, has anyone come across this before?

I work in financial services, so I'm going to let them hang themself with the FOS time frame.

Yes, most have come across this before. Account management rules vary by lender, as you will know.

You can go to FOS if not resolved within 8 weeks. It doesn't hang them, but means it has a relatively independent review of the case. However, it would be quicker to follow up with NewDay.

Jasonh2015

MorningcoffeeIV said:

Jasonh2015 said:

I'll give the short version, a card taken out against my Dad's name at the start of Oct 22. It's fraud, he's 70 years old and wheelchair bound. by the 1st statement they ran up an £8000 bill, NewDay requested payment of £8 their minimum, they didn't receive it but kept the card active and chargeable.

The statements were paperless/by email. In Jan 23 they sent a letter saying the balance owed is £10k, I logged a complaint and since 3rd Feb they've ignored contact attempts and haven't even sent an acknowledgement of the complaint, I've done what's required under the FOS guidelines. I know enough that they have logged a complaint, but nothing else.

I asked them if £8k in a month was excessive within a month of account opening and it didn't raise any red flags with no payment and they said no!

Their agent told me that "John Lewis" cards are left open and chargeable even if the payment has been missed on multiple occasions, has anyone come across this before?

I work in financial services, so I'm going to let them hang themself with the FOS time frame.

Yes, most have come across this before. Account management rules vary by lender, as you will know.

You can go to FOS if not resolved within 8 weeks. It doesn't hang them, but means it has a relatively independent review of the case. However, it would be quicker to follow up with NewDay.

Thanks, by hang themselves, I can't imagine the FOS would be too forgiving for not following the correct process. Calling them is like banging your head against the wall. 

it seems like reckless lending allowing a card to be maxed out and having at least 2 statements unpaid and not questioning it.

It's logged, so I'll wait the 8 wks and report to FOS.

Belenus

Jasonh2015 said:

I'll give the short version, a card taken out against my Dad's name at the start of Oct 22. It's fraud, he's 70 years old and wheelchair bound. by the 1st statement they ran up an £8000 bill, NewDay requested payment of £8 their minimum, they didn't receive it but kept the card active and chargeable.

Do you know who is committing this fraud?

Is it someone known to you or your father or someone unknown to you?

I hope you can get it satisfactorily resolved.

Jasonh2015

Belenus said:

Jasonh2015 said:

I'll give the short version, a card taken out against my Dad's name at the start of Oct 22. It's fraud, he's 70 years old and wheelchair bound. by the 1st statement they ran up an £8000 bill, NewDay requested payment of £8 their minimum, they didn't receive it but kept the card active and chargeable.

Do you know who is committing this fraud?

Is it someone known to you or your father or someone unknown to you?

I hope you can get it satisfactorily resolved.

Luckily for them I do not, the police would be given their address. I issued a SAR to Johnlewis and NewDay that should actually get them to do some work/reply, or the courts can intervene.