To ask about John Lewis credit card woes? Grateful for advice!

[WagathaChristieMystery]

Posting for traffic, as I’m not really sure what to do here and would be so grateful for some advice.

I recently reapplied for a John Lewis credit card and was accepted.

The other day, I got a letter with the PIN for my new card on it (I haven’t yet been sent the new card). I lifted up the panel on the letter to read the new PIN but couldn’t read it at all as it was so unclear. I contacted John Lewis via my credit card app to let them know, and to ask if they could send me a new PIN.

Here’s where the issues begin… I tried to log into my credit card app this morning to see if I had a reply from JL, but my log in details aren’t recognised. I’ve tried to phone JL’s credit card customer service line to ask them why my log in details aren’t working on the app, but both phone lines I tried are out of service.

My problem is - I need a new PIN so I can set up the new credit card, but I can’t get through to John Lewis to see when they’ve replied to my message about this because I can’t access the credit card app anymore, and don’t seem to be able to get through to them on the phone.

I’m wondering if I should try to contact them about this on social media? (I have Twitter). I’ll also keep trying their phone lines and keep trying to log into the app, just in case.

Does anyone else have any suggestions on what I could try please?

Thanks!

I’ve just tried to reset my login details on the credit card app, and have filled out everything in the security details section, but then was asked to contact JL’s phone line as the app is having technical issues - and guess what, the phone line is not available!

Sorry if I sound like a grump or entitled about this - I honestly don’t mean to and apologise if it comes across that way! I’m just totally stumped about what’s going on and how to resolve this. I’ve been a John Lewis credit card customer for a while, and they’ve always been pretty good. Is anyone else having similar issues?? I’ve heard about people being turned down for the new credit card with them but nothing along the lines of the issues I’m having.

I thought it was just me being my usual inept self with technology; attempts to replace my Jon Lewis credit card online have reduced me to frothing fury. and I'm wary of trying the "helpline" from bitter experience of such things. All I can offer is solidarity.

Just bumping in case anyone has any advice or has had similar issues! Thanks 😊

Are you using the new app yes? It seems a bit temperamental. My (new) app is down for maintenance at the moment and I haven't been able to log in all day.

And this is probably spectacularly unhelpful given you can't access it but you can also find your PIN number in the app...

I'm glad now that we decided not to apply for the new card! We have ordered a new Amex cashback card instead as the amount you get now on the John Lewis card isn't that great really (and we don't really shop at JL much these days).

Thanks @mynameiscalypso - I didn’t actually realise there was a new app available, so have been using the old app. I’ll download the new app now.

I’m just wondering how to handle the issue with my new card PIN though. Given their phone lines appear to be down and I can’t access either app (old app doesn’t recognise my login details and can’t sign up for new one as it’s down for maintenance), should I tweet them perhaps? I would email them, as it’s not quite so exposing, but can’t see an email address to contact them on.

I too have had ridiculous problems with the new card and my issues are still not resolved.
However if anyone else is reading this , note that to read your new PIN number you need to peel off the plastic strip and then place this , the plastic strip, on a piece of plain white paper . You can then read your PIN number .
It foxed me until I read the small print on the second page of the accompanying letter .

Thanks @Gonegrey31 - that’s so helpful! I didn’t realise this annoyingly! Oh dear, I feel pretty stupid now!

We didn't get the invitation for so long we gave up and switched to Amex.

I worked out that with John Lewis you get 1.25% back in vouchers for money spent at Waitrose or John Lewis. Then it's 0.2% for money spent elsewhere.

With Amex, it's 0.75%, then once you've spent £10,000 in a year, you get 1.25% back. That is more or less on all spending and you get it as cashback, so not vouchers.

We do shop at Waitrose and sometimes John Lewis, but Amex was the clear winner for us.

Thanks all for your thoughts and replies, very helpful! Sorry to hear others have also been having problems though. I’ve tweeted them now, and will see what they come back with.

And have also downloaded the new app to use!

@MrsKypp that's exactly what we have gone for too. Even with a £25 fee we should be quids in as we usually put an average of £1,500 a month on card (we use it for pretty much everything we can).

We've got other cards for the occasional times that Amex isn't accepted.

I’ve had to re-apply for the JL credit card and got through various ID checks ok but then got an email saying I need to phone them.

Any idea why and what they might want to know?

The card is in my name but will they be wanting details of my husbands income too? it’s all so bloody annoying, I could do without this at the moment.

I tried to renew my road tax with my new JL card but it wouldn't let me. I kept getting a message that the numbers aren't recognised as a Mastercard.

I’ve never been able to log in to the JL partnership card website so I have no advice!!
I haven’t reapplied yet but I need to as I don’t have another CC.

I didn’t even get the option to reapply.