JD Williams Credit Account

scrappysphinx

Hi all, just a quick wondering. I applied for an account with JD Williams on Sunday 5th Jan and got an apporved decision with a credit limit of £850. I then received the email attached yesterday morning (6th Jan) confirming the account.  Last night i made my first order for a couple of items including £9.99 for 1 year of delivery costs and received an email confirming the order.

One of the items was suposed to be delivered today so i have logged into my account to check if its been dispatched but all items show as "Transaction type - Cancelled Item" and my credit limit now shows £0.00

I have tried calling them but got through to someone who could barely speak English so i emailed instead and have received a reply saying that unfortunately they were unable to open an account for me and referred me to their FAQ.

As i've received the email attached i was under the impression they had already opened the account, especially after i had consented to a credit check during the application?

There was abosultely no communication regarding the credit account being cancelled, the order being cancelled but my account is showing as delivery subscription active and expires 06/01/2026 so it would seem they are happy to accept that part of the order...

If they do not wish to offer me a credit account that is fine but surely they could have rejected me from the start not given me an account then just pulled it and remained silent. 

I have replied to the email asking for clarification and attached their welcome email but i was wondering is this just the way they operate?

Also, am i entitled to ask for the 1 year of delivery costs to be cancelled since they have cancelled my account and therefore i won't need it as i only purchased it because it made sense when ordering the items which have since been cancelled...

Thanks

the_lunatic_is_in_my_head

Follow their complaints procedure OP:

https://support.jdwilliams.co.uk/hc/en-gb/articles/4405104991122-How-to-make-a-complaint

Make it clear you are making an official complaint about finance. 

If all you are wanting is the £9.99 refunded that'd be foolish not to agree. 

If they haven't given you credit how did they charge the £9.99 OP? 

scrappysphinx

Thats the thing, my account balance shows £0 and i haven't linked any cards or direct debit to the account yet but there is a banner at the top of the account showing the delivery subscription as active and on the "Track My Orders" page the £9.99 for the delivery subscription is the only one that doesn't say cancelled it says completed so i'm not 100% positive if its just delayed and will be cancelled or i'll be billed. So far the only communication i have had from them since the initial welcome email is the single line response "Unfortunately we were unable to open a credit account for you at this time" to my email this morning. As i said i have replied to that asking for more clarification but so far there has been no response. 

It does however seem this offering an account and then cancelling with no communication is common for them however as i've seen a couple of posts on reddit, reviews online and even some ombudsman decisions regarding it. 

It is quite frustrating and i reckon they should make it clearer but never mind, whats done is done, i just need to get to the bottom of the delivery subscription now. 

sheramber

I expect the account opening is an automatic online process.
The credit check will be done afterwards.

there have been posts about bank accounts being opened online but being  closed  shortly afterwards. 

Silvertabby

It may be that the two things - the credit account and the delivery subscription - are not connected.  ie, you can use the delivery subscription for orders paid for in full by a credit or debit card, rather than using their in-house credit account.

If this is of no use to you, then request that it be cancelled.  Don't just ignore this, as they will eventually chase you for payment.

scrappysphinx

Its just frustrating cause i consented to a hard search during the application so i figured after the hard search and the fact they had sent me a welcome email that all was good. Never mind though, still no reply to my email regarding the £9.99 for the delivery subscription and while i know i haven't paid for it it says complete on the order instead of cancelled like the other items and i just have this sneaky feeling its gonna come back to haunt me so i'd like them to reply and acknowledge it lol

Jumblebumble

sheramber said:

I expect the account opening is an automatic online process.
The credit check will be done afterwards.

there have been posts about bank accounts being opened online but being  closed  shortly afterwards. 

If this is really what has happened then it seems to be a particularly stupid way to do business
It will guarantee unhappy customers producing complaints that their expectations have not been met and that their time has been wasted

Silvertabby

Jumblebumble said:

sheramber said:

I expect the account opening is an automatic online process.
The credit check will be done afterwards.

there have been posts about bank accounts being opened online but being  closed  shortly afterwards. 

If this is really what has happened then it seems to be a particularly stupid way to do business
It will guarantee unhappy customers producing complaints that their expectations have not been met and that their time has been wasted

I suspect this is fairly standard for these catalogue accounts.  The credit limits offered aren't huge, with no overdraft facility, so most will pass the initial cursory check.  Then start spending straight away. 

And the debts of those that do default (even having passed the full credit check) are covered by the stupid% interest paid by other customers.