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  • FIRST POST
    • mab3000
    • By mab3000 15th Oct 18, 10:21 PM
    • 6Posts
    • 0Thanks
    mab3000
    post Office Credit Card Shambles
    • #1
    • 15th Oct 18, 10:21 PM
    post Office Credit Card Shambles 15th Oct 18 at 10:21 PM
    Applied for a Post Office Credit Card last week. Card arrived super quick after 2 days, managed to activate my card and sign up to online servicing very quickly and viewed my pin online. I was very impressed. Note the word WAS...

    I tried linking my card to my iTunes account the day after I got it. Probably a silly idea. The test transaction they did got declined. I assumed it was because of the high levels of fraud associated with Apple iTunes etc so just left it.

    This morning I got an email to say my credit card was on its way, and it confirmed my credit limit and APR etc. Thought it was a bit silly getting the email now as I already received the card about 3 days ago. It didn't suggest there was a problem or anything. So thought Id go to purchase my car insurance I intended to purchase this evening with the card. However, the card got declined again...

    I thought the issue may have been my card being blocked as I tried to link it to iTunes. Half an hour on hold to the customer service centre, I eventually got put through then put on hold for a further 10 mins to someone else in the security section as my card had been blocked. However, the person on the phone told me that my card was blocked as they need me to send ID as part of my application, and that they sent me a letter on the date I got my card, which I haven't received yet.

    I get requesting the ID part (although no credit card company has ever asked me to do this before). But why on Earth send me out the card before they are satisfied that the application is genuine and not fraudulent?

    Has anyone else experienced anything like this with the Post Office? And what is the process for sending them ID?
Page 1
    • T-G-C
    • By T-G-C 15th Oct 18, 10:29 PM
    • 477 Posts
    • 226 Thanks
    T-G-C
    • #2
    • 15th Oct 18, 10:29 PM
    • #2
    • 15th Oct 18, 10:29 PM
    I do agree with the point made, no "done deal" scenario should have occurred until all internal and/or regulatory checks were satisfied. This is incompetence at best from the lender's side.

    You should have been notified immediately, either through the online mechanism or underwriting, that further checks were being conducted and withheld the card until such was confirmed, this would seem to be standard practice in most cases. It was wrong to give a false impression when the account was only opened on principal of receiving further documents, in this case ID.

    Approval of a card (excluding misleading "approved in principal" or "pre-approved") should only be made once everything, in terms of customer information and compliance, is reviewed successfully and the account can be opened for use, especially from dispatching the card.

    In terms of the email, this is not unusual. The postal of the card is not in accurate synchronization with the correspondence server, therefore the welcome email is sent based on an average time-frame for dispatch and recipient. This is unrelated to the situation.
    Last edited by T-G-C; 15-10-2018 at 10:32 PM.
    Advice provided from this account does not consist of any professional knowledge. For professional debt advice, please contact either National Debtline or StepChange. Advice may consist of personal experience, opinion and/or informational sources.
    • Weybridge78
    • By Weybridge78 16th Oct 18, 10:36 AM
    • 169 Posts
    • 44 Thanks
    Weybridge78
    • #3
    • 16th Oct 18, 10:36 AM
    • #3
    • 16th Oct 18, 10:36 AM
    My grandmother applied for a Post Office purchases credit card. Was accepted. Card received. Could not register online. Card declined in store with contactless, PIN and online. Don't know what is going on. Complaint registered with PO as she had 28 months 0% but now this isn't working!
    • Gary_Dexter
    • By Gary_Dexter 16th Oct 18, 10:37 AM
    • 2,597 Posts
    • 1,460 Thanks
    Gary_Dexter
    • #4
    • 16th Oct 18, 10:37 AM
    • #4
    • 16th Oct 18, 10:37 AM
    Did she activate the card when she received it?
    • Weybridge78
    • By Weybridge78 16th Oct 18, 11:53 AM
    • 169 Posts
    • 44 Thanks
    Weybridge78
    • #5
    • 16th Oct 18, 11:53 AM
    • #5
    • 16th Oct 18, 11:53 AM
    Have looked at the letter numerous times and it says nothing about activating it. Neither is there anything on the website about it.
    • mab3000
    • By mab3000 17th Oct 18, 3:49 PM
    • 6 Posts
    • 0 Thanks
    mab3000
    • #6
    • 17th Oct 18, 3:49 PM
    • #6
    • 17th Oct 18, 3:49 PM
    2 days on and still no letter asking me for identification. So I called them back up and they said I could email them scans of my identification and the problem should be sorted. Not gonna get my hopes up though, person on the phone wasn't sure I could use my driving licence for my address verification if I was using my passport as identification...
    • T-G-C
    • By T-G-C 18th Oct 18, 3:08 AM
    • 477 Posts
    • 226 Thanks
    T-G-C
    • #7
    • 18th Oct 18, 3:08 AM
    • #7
    • 18th Oct 18, 3:08 AM
    2 days on and still no letter asking me for identification. So I called them back up and they said I could email them scans of my identification and the problem should be sorted. Not gonna get my hopes up though, person on the phone wasn't sure I could use my driving licence for my address verification if I was using my passport as identification...
    Originally posted by mab3000
    From what is being described, the branch responsible for the Post Office's credit are laid back and should not have issued the card or approved the application until all of their regulatory requirements were met.

    I would be pro-active in this case and acquire the email address or portal required for documentation submission. Then send them a passport scan, driving licence scan and then another form of proof of address (like a recent council tax bill etc.) to be watertight. If they still continue playing games after that, I personally would withdraw from the credit agreement and open elsewhere. A passport and two forms of address validation is more than enough for satisfaction of Know Your Customer regulations, which one again, should have been requested right from the start, if modern electronic methods of checks are not of appeal to them.
    Advice provided from this account does not consist of any professional knowledge. For professional debt advice, please contact either National Debtline or StepChange. Advice may consist of personal experience, opinion and/or informational sources.
    • mab3000
    • By mab3000 18th Oct 18, 12:50 PM
    • 6 Posts
    • 0 Thanks
    mab3000
    • #8
    • 18th Oct 18, 12:50 PM
    • #8
    • 18th Oct 18, 12:50 PM
    Thank you for your help with this.

    I sent off just the 2 documents yesterday via email. Surprisingly I had an email this morning to say that they had accepted my identification and the card is now active. And just made a transaction on it and it worked! So at least it appears to be sorted now.

    I have written to them to make a complaint though including some of the points you made so I’ll wait and see what happens with that.
    • T-G-C
    • By T-G-C 18th Oct 18, 2:35 PM
    • 477 Posts
    • 226 Thanks
    T-G-C
    • #9
    • 18th Oct 18, 2:35 PM
    • #9
    • 18th Oct 18, 2:35 PM
    Thank you for your help with this.

    I sent off just the 2 documents yesterday via email. Surprisingly I had an email this morning to say that they had accepted my identification and the card is now active. And just made a transaction on it and it worked! So at least it appears to be sorted now.

    I have written to them to make a complaint though including some of the points you made so I’ll wait and see what happens with that.
    Originally posted by mab3000
    That is fantastic to hear. If you manage to speak with someone of authority, I would remind them that it is backwards to approve an application and send out a card before confirming the identity of the customer. It is both bad practice and puts the customer through the unnecessary process of waiting for the green light, even after receiving their card, which with nearly all companies, is ready for use when it comes through the door once activated by phone or online.
    Advice provided from this account does not consist of any professional knowledge. For professional debt advice, please contact either National Debtline or StepChange. Advice may consist of personal experience, opinion and/or informational sources.
    • agrinnall
    • By agrinnall 18th Oct 18, 3:37 PM
    • 21,427 Posts
    • 17,239 Thanks
    agrinnall
    I'm not sure that I've ever seen anything other than criticism on here for Post Office credit cards, I certainly wouldn't consider taking one.
    • CollinT
    • By CollinT 19th Oct 18, 7:41 AM
    • 9 Posts
    • 5 Thanks
    CollinT
    I'm not sure that I've ever seen anything other than criticism on here for Post Office credit cards, I certainly wouldn't consider taking one.
    Originally posted by agrinnall

    I applied for their Platinum card at the start of this year, mainly for the 28 months @ 0% and no foreign transaction charges. I have had no problems what so ever.

    Yes, their website is a little dated and 'clunky' but no worse than the Virgin Money CC or Creation (ihg CC) websites.

    Collin
    • mab3000
    • By mab3000 19th Oct 18, 6:41 PM
    • 6 Posts
    • 0 Thanks
    mab3000
    Well the letter they sent out prior to me calling them arrived today telling me that I needed to provide ID.

    What’s funny is that in the letter they asked me to provide 1 form of ID each from 2 separate lists and they must be certified photocopies and either email them or post them.

    However what I emailed off was a home scan of my passport and driving licence obviously that wasn’t certified, and what I used as an ID combination was actually wrong according to this letter as I supposedly couldn’t use my driving license as address ID, but they accepted it anyway ��

    Also worryingly it seems like it’s normal practice to send the card out before they may ask for ID as the standard template letter seems to suggest.
    • martin177
    • By martin177 25th Oct 18, 9:10 PM
    • 35 Posts
    • 8 Thanks
    martin177
    Another criticism of Post Office CC is their contradictory policy on informing them of overseas travel:
    There is no mention anywhere on their website if you have to tell them of overseas usage.
    The Post Office Credit card app has is a feature to let them know.
    If away for over 30 days the app says to call them!
    Spoke to two different people who could not help ,then during yet another on hold menu choice a message said there is no need to let them know if travelling abroad.
    Mixed confusing messages !!!
    • mab3000
    • By mab3000 8th Nov 18, 9:19 PM
    • 6 Posts
    • 0 Thanks
    mab3000
    Has anyone had any experience of raising a complaint to post office money and the timescale they take to resolve it?

    It's been about 3 weeks since I wrote to them with the complaint, and apart from a letter confirming that they have logged the complaint and will be in touch, I haven't heard a thing from them since. I appreciate that the letter says they look to resolve complaints within 8 weeks, however complaints I have made to financial institutions in the past have been dealt with in a matter of days rather than weeks, and this sort of timescale seems a bit excessive for the nature of my complaint.
    • Bermonia
    • By Bermonia 8th Nov 18, 10:04 PM
    • 39 Posts
    • 19 Thanks
    Bermonia
    This can vary massively depending upon a number of factors... they are given 8 weeks to respond for a reason.

    If you are in doubt however I would contact them to confirm they have received your complaint.

    On a personal note I had a complaint with them a couple years back, however found them truly awful to deal with so I wish you every success!
    • 7sefton
    • By 7sefton 9th Nov 18, 4:24 PM
    • 454 Posts
    • 104 Thanks
    7sefton
    I too am experiencing absolutely appalling service after opening a new Platinum Credit Card with the Post Office.

    Very similar to the OP above, I applied online and was accepted. Card and PIN arrived in post, only for the card to be blocked (despite the fact I activated it).

    No notification, text, email from Post Office. So called them, and was told they needed ID to open the account. I was completely confused - I thought the account was open? And to make matters worse, I am going on holiday next week and wanted to use the card.

    Advisor said I would get an email with next steps. Email asks for 2 types of ID, certified at 'my local Post Office'. So I went to my local Post Office, only to be told only 'big Post Offices' certify ID.

    Incredible amount of time wasted to jump through ridiculous hoops. Surely this isn't normal or acceptable?
    • mab3000
    • By mab3000 9th Nov 18, 8:58 PM
    • 6 Posts
    • 0 Thanks
    mab3000
    I too am experiencing absolutely appalling service after opening a new Platinum Credit Card with the Post Office.

    Very similar to the OP above, I applied online and was accepted. Card and PIN arrived in post, only for the card to be blocked (despite the fact I activated it).

    No notification, text, email from Post Office. So called them, and was told they needed ID to open the account. I was completely confused - I thought the account was open? And to make matters worse, I am going on holiday next week and wanted to use the card.

    Advisor said I would get an email with next steps. Email asks for 2 types of ID, certified at 'my local Post Office'. So I went to my local Post Office, only to be told only 'big Post Offices' certify ID.

    Incredible amount of time wasted to jump through ridiculous hoops. Surely this isn't normal or acceptable?
    Originally posted by 7sefton
    I am so surprised that this seems to be the norm for them to do this!

    Have they said how they want you to send them the identification? I simply sent them a home scan of my passport and driving licence (without the ID being certified) via email and they accepted it and removed the block on the card. And that's despite me receiving a letter a few days later saying I needed to send a certified copy and that technically I couldn't use both passport and driving licence...
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