JL refunded to old JL credit card. Be aware

I wish you luck .*Karma*. When DH died, I cancelled his Barclaycard and removed his name from our joint bank accounts. Later, I sold his car and cancelled the insurance. What I hadn’t realized was he’d paid the premium on B/card, only to keep the card active.
What a carry on - the refund, when it was finally issued, went onto that closed card! After months of speaking to various Associates, it was decided that B/card would issue a cheque instead - progress? No - the cheque came made out to the deceased and of course, the bank wouldn’t accept it! I was pushed from B/card to the insurers and back again, but eventually, B/card agreed to issue a cheque to me. All this during Covid and impossible to speak to the same Associate twice with everyone under lockdown.

Having had problems with remote-controlled curtain poles, (wrongly ordered by them) made to measure curtains, refunds for electrical items and clothes, I have found some of the partners in JL’s cs combative, accusatory and inept. Long gone are the days of excellent service and respect for the customer ime.
This company needs a thorough overhaul.

What has made this so hard Georgesgran is the inability to find contacts ie addresses and telephone . Very frustrating

I am a determined person and have raised a complaint with JL, with a case number

Re hsbc, no point in trying to contact any of their banks but for future reference, in case anyone needs help. I did find out that john lewis financial services was/is a subsidiary of hsbc and I have their London address

8 canada square
London E14 5HQ

So now I have written a plain and simple letter to that address, keeping a copy for, potentially, my case with the ombudsman

It is a simple matter of JL financial services and HSBC talking to each other

Very many refunds must be disappearing because people give up. Not forgetting that the old JL/HSBC card finished october 31st 2022. This means that anything bought from then under the 5 year guarantee, would be in the same boat as me if there is a claim before 31st october 2027. Very many of their items have that 5 year guarantee, even bedding

Good luck with this Karmalady, so frustrating.

Looking at it in simple terms, if JL made the refund to your closed account it should bounce back to them at some point I would have thought?

We got a long email from HSBC on 3.7.23 about the transfer from the old card, did you receive that one?
Lots of detail in it.

My latest dealing with JL resulted in more than one case number plus in excess of a dozen phone calls/emails with different partners. The company eventually acknowledged I had been caught out by their problem but complicated a resolution. Simplicity isn’t JL’s strong point.
Iron grit and determination are indeed needed. Keep in there.

2nd letter is ready and again, if someone in the future needs the address

John Lewis financial services
complaints dept
PO box 700
Leeds
LS99 2BD

Again a copy made to add to my paper trail

Bouncing back was the problem Notagran, the refund easily gets lost and no-one in JL takes responsibility. I have the grit but blooming could do without the hassle

What a kerfuffle Karma - hope your letter does the trick. Sometimes people are so astonished to receive an actual letter written by a real person that it goes to the top of the pile.
Will be sending positive thoughts from here and willing you on.

lixy, thank you, how lovely

I hate my mind being bogged down by something like this

Thank you for the warning Karmalady and for the useful information. I'll pass it all on to family and friends, just in case.
So sorry you are experiencing such difficulties with, what should be an easy company to deal with.

There are very many cases involving the defunct hsbc/JL credit card but people also close their own cards from different banks, similar is likely to be happening into the future and then you really are on your own, to try and get contact numbers

Mastercard purchases need to be refunded into the card used for payment. JL does that but with no prior notice. It really is a huge can of worms and I think that John Lewis has lost the plot

www.resolver.co.uk/

Used them several times.

Thanks very much Biglouis, I will contact them today

Still nothing, just updates re my case on the JL site saying that customer cannot be contacted. Poppycock and lies, my phone is working, my number is correct and I am always available

The case is building up for the ombudsman

I’ve also used Resolver to good and almost instant effect karmalady. In one instance an ongoing stalemate with our kitchen supplier was sorted within 48 hours. Definitely worth a try. I’m sorry you’re having this hassle, good luck.

I found a different JL address on revolver. I assume head office so I will copy my letters and send them. Unfortunately there is no other communication for revolver to use with JL as JL has not provided revolver with any e mail addresses

Next step is companies house and I will find some directors

This Liverpudlian will not be thwarted, they have picked on the wrong person. I will not be going to the ombusman yet, until the 14 days for refund has passed ie 18th july. I will have a stash of paperwork in my hands by then. All are letters and e mails from me. JL replies to nothing

I am refusing to get stressed by this btw, JL are not going to spoil my mental health as well as my finances. I know I will win in the end and maybe help others on the way

I think I will also e mail some information to revolver. Their standard form does not quite fit for me. Maybe they will help take up my case on a personal level

There is also Martin Lewis

I now have an nhbc contact as jl forwarded my complaint to them. Still not easy as the account was closed october last year and I cut up my card and they want the full card number. No chance of that as I de-cluttered my paperwork

I believe that they have enough info from me to find my details and surely it is not good safe practice to send a full card number by e mail anyway. I feel that there has been a tiny step forward

Now to save and print this contact and name from hsbc and as expected there is no phone number or address for hsbc, nothing to pass on to anyone who might need it

What a flipping palaver

On the wall of one of my favourite pubs:
By sheer determination the snail slid on to the ark!

Keep going, sounds as though you are moving forward.

No consolation but I had the opposite experience a year or two back.
My Car insurance is with M&S and I had paid it with my JL card (to get the points, I always clear the bill every month)
Anyway a couple of months later I saw that my previous JL card bill had not been paid and I was being charged interest.
Hasty rush to internet banking AND on phone to bank as I could remember doing it. As I was explaining to the very patient young man and taking him through my statement I pointed out “There, x£££ to (pause) M&S” oops
I had in the past had an M&S card so they were still on my list of payees but had closed it years before. My worry was that this money had disappeared into the ether, but he kindly and patiently took me through my statement and pointed out where the money had bounced back into my account. One more (grovelling) phone call to JL financial services to explain what a numpty I had been, cleared the bill and they refunded me the interest charged.
There are times when it pays to be slightly confused elderly granny on the phone. 👵🏻

HSBC in their wisdom cancelled the direct debit on their credit card. They then had the cheek to charge me £12 on the outstanding bill of £29!
When I rang to complain I was lectured to for an hour about how I should always have funds in my account etc. It went on so long that my phone rang out of charge so they rang me back on my mobile!!
As a 'good will gesture' they refunded the £12 but I still do not know if the DD was reinstated as I do not use it any more!!

Still no progress and no contact at all from JL. I have e mailed hsbc contact to ask if there is any update for me.

I found another address and contact details today via the FCA, financial conduct authority. This time the fca and JL are linked in the email address. I have everything written down and will get that e mail sent next week, after the 14 days for refund is up. I also have an address for FCA/JL, from the fca website and they will get a letter from me, with copies of the correspondence to date

The step after this is the financial ombudsman and I am feeling pretty confident about that process as I have taken this forward step by step and kept evidence

I see that other people are owed money eg a mattress over £1000, a holiday for several £000 etc. Everyone is going around in circles.

I am not quite celebrating but have just had the call to say that the cash will be deposited into my (different) cc acount. She says that they are dealing with a few hundred owed refunds and most are very angry customers. I have to thank Sal from hsbc, I believe that this person has done the business for me and I also believe that my letters kept the ball rolling.

The initial complaint on its own would, I think, have had me remaining in limbo

Well done you.

I have never had dealing with JL myself.
But I am wary of any company who tries it's best to hide addresses and tel numbers.

Great news Karmalady. Hopefully it won’t be too long now until it hits your account.