NewDay Anmeldelser 11.333

For decades+ as a 'John Lewis' (HSBC-provided) credit card customer, my experience was trouble-free. My credit limit suited my needs perfectly, and without exception, I cleared my balance in full every month. And not just on my credit card: I have never missed a payment on any financial commitment in my life, loans or a mortgage, and I've held a stable, well-paid job for years.

But when NewDay took over the John Lewis card management in 2022, out of nowhere my credit limit was nearly halved, leaving me with an allowance that really restricts how I use the card. Larger purchases and booking holidays are now effectively off the table. I've tried every avenue to get this increased: the app, going through John Lewis directly, and phoning up, all without success. When I eventually raised a formal complaint, I received a dismissive template response citing 'responsible lending' as the justification. The suggestion that lending to someone with my financial history is risky is a joke, tbh.

Looking at other customer reviews here, I see that my situation is far from unique. A significant number of ex-John Lewis cardholders have described the same experience, i.e. low and arbitrarily reduced credit limits, poorly handled complaints and frontline staff who appear unable to actually help. Gone are the days when an actual person can listen to your complaint and make a sensible decision.

John Lewis has spent decades building a reputation on trust and quality service, and this partnership with New Day is eroding both. It's time JL took a hard look at whether this arrangement is truly compatible with the values its customers expect. And it's time for me to find another credit card provider that actually considers my financial situation and history properly.

Even though my credit was bad at the time, they gave me a chance.
I'm really happy with my Marbles card.
Like any other credit cards, so-longs you keep up with repayments, it's a sound.
Also the app is really easy to use.

Aqua NewDay You're making life hell it's making my mental health worse.. I cannot call because of my mental health issues.. I haven't heard since account was beukg investigated because I couldn't provide photo ID.. I was told not to purchase a provisional or passport.. Verification could be done via bank that was at least a month ago I haven't heard from you since.. Except email trying to take 90 plus from me in a dd to which I promptly cancelled the dd.. Now today email telling me I'll be charged on my next statement for going over limit

Here's the funny bit I can't pay to the account it's locked out.. Can't view statement... I tried paying on automate payment and it wouldn't eventually I got through to a woman who at first said I can't pay anything then put me on hold and cme back saying she can on this occasion take payment

That was a month or so ago
I've asked for help no reply
Noone seems to care how this is affecting me noone is listening Jim due to get a disabled bus pass within 10 days and I was told yes it could be accepted then no it can't by two different people

I'm stuck on my own noone listening

I rarely leave negative reviews, but my experience with NewDay handling my John Lewis Partnership Card complaint has been extremely disappointing.

My original complaint related to accessibility and communication difficulties. After explaining that telephone communication created difficulties for me due to disability-related communication needs, I was still repeatedly directed toward telephone-only processes regarding my credit limit review and complaint handling.

What makes this particularly frustrating is that NewDay’s own complaints literature states that “the simplest way to get in touch is using our chat service”, yet when I attempted to use chat to discuss the complaint, I was repeatedly told the complaints team could not deal with the matter through chat and that I would need to call instead.

NewDay ultimately upheld my complaint and acknowledged the accessibility challenges I faced, apologising and awarding compensation. However, the overall complaint handling process then became extremely confusing and inconsistent.

On the same day a supposed “final response” was issued, I also received:

* SMS messages stating my complaint was “currently under review”;
* a separate letter stating the complaint “will now be reviewed independently”;
* and wording advising that the investigation process could take up to eight weeks.

I then heard nothing further for weeks, which naturally reinforced the impression that the complaint investigation was still ongoing.

There were also inconsistencies regarding compensation amounts, with later Executive Complaints correspondence referring to £75 compensation previously awarded, despite only £50 initially being identifiable on my account.

Most concerning of all was the repeated insistence on “please give us a call” throughout the process, despite the complaint itself specifically relating to communication accessibility concerns.

I appreciate that the original complaint was upheld, but overall I was left with very little confidence in the consistency, transparency, accessibility, and coordination of NewDay’s complaint handling processes.

The experience ultimately led me to close the account entirely.

Applying very easy, down load the app abd goes thru the steps with you they give you a set amount and as you go along paying you can increase your credit limit abd they think you are responsible they always keep you updated

Great wee card so handy .
Tks so much

Great service .every time I need help or support I get good and quick response.easy to use.many thanks to all the team for your great help.I recommend it 100%👍

Good credit card good limits.

Good all round card

Great card to be linked with also great credit limits that can be lowered if u wish. Actual customer service is very good staff are understanding and very helpful would highly recommend.

I have had marbles credit card for over 2 years.
I find it easy to use and never had any issues
And had credit limit raised many times to suit my requirements.
Very pleased and delighted and would definitely recommend.

Marbles credit card is awesome I am using it from last year their customer service is amazing thank you so much

Marbles are fantastic in every way fantastic service very fast professional people and a fantastic credit card company I recommend marbles credit card company to everyone 10 out of 10 so happy with my marbles credit card thank you marbles

I gave this score because Marbles credit card customer service helped me resolve my issue professionally and efficiently. The support team was polite, understanding, and explained everything clearly. Although there can always be improvements in response times, overall I’m satisfied with the help I received and appreciate the support provided.

I love the card

Was pleased to be recommended for this card. Service is great and good customer service.

After 4 years, yesterday and today I had the most awful experience. Rude, disrespectful and unhelpful staff from Money Transfer team. Due to errors from their system for mismatching address, instead of doing the transfer manually, they made me change address, wrongly, then wait 24h now again I have to wait 24h. One guy even mocked me on the phone and hanged up. However, not even one single tried to do the manual transfer. Why are those guys paid if they cannot do the job? It worked for the past 1.5 years when others helped through phone, but yesterday and today they could not. If you are too lazy to use a computer, you should not be working. Of course I am still unable to do the transfer. Horrible company. In this case, Pulse. The phone team from Money Transfer is absolutely useless. No help whatsoever: “ I am afraid I cannot help you this time.” Yeah right, then why your colleagues in the past could? Do some trainings guys. And have respect to customers.

Avoid using these at all costs!! I have a AO account with them and it a matter of 4 days I've had 2 letters, 4 phone calls and god knows how many emails and texts telling me I owe £13!! Which i must stress isnt due until 4th June. I put a complaint in today and just 3 hours later, another phone call!! Unbelievable

Easy application excellent service