John Lewis New Day Credit Card

L33dsu

We have had a fraud claim on out account since May 2025, we have made 5 calls to try and get this resolved, spoken to 4 different Customer Service agents and everyone has told us a different procedure with no resolution 6 weeks later! The latest agent said the only way to try and get this resolved is for her to log a complaint against the dispute team - they would not even pass us through to a manager to discuss - staggering in todays world of financial scammers and fraud

born_again

If you started a dispute (many people claim fraud, when it is actually a dispute) with them, then retailer has 45 days to respond. Given the number of cases to deal with these can take a while after that for the team to pick up any response via the Visa/Mastercard systems.

Pointless speaking to a manager, they are there to manage their teams, & from experience rely on what their team members say.
Yes raise a complaint. All I will say is it will not resolve the issue any faster 👍

Path is. Your CC > retailers merchant bank > retailer & then the reverse if retailer contests. 

L33dsu

Sounds simple but dealing with this crowd has been anything but with all their Customer Service and Dispute Team giving us different information and advise on resolution. The "retailer" is a scam company - there are lots of other people who have been hit by this scam - somehow they set-up a subscription service on our card without out knowledge and its only when we started to see spurious amounts coming out per month we contacted JL. The issue is compounded now by them saying they have tried to call us when we have not missed any calls at the time they state they called so there is no audit on this that we can see and they are not prepared to set up a call at a given time to ensure connectivity so I think they work on the principle of attrition - most will probably give up the claim due to the treacle they push you through!

born_again

L33dsu said:

Sounds simple but dealing with this crowd has been anything but with all their Customer Service and Dispute Team giving us different information and advise on resolution. The "retailer" is a scam company - there are lots of other people who have been hit by this scam - somehow they set-up a subscription service on our card without out knowledge and its only when we started to see spurious amounts coming out per month we contacted JL. The issue is compounded now by them saying they have tried to call us when we have not missed any calls at the time they state they called so there is no audit on this that we can see and they are not prepared to set up a call at a given time to ensure connectivity so I think they work on the principle of attrition - most will probably give up the claim due to the treacle they push you through!

Only believe what dispute team tell you. They are the experts in the field, & know the timescales involved. Not the call center staff.

Scam company does not = fraud.

Who are they?