We want to reassure our customers that we are here to help them during this time. On this page, you will find information about ways to manage your account, how to contact us, what to do if you are worried about making payments, and detail on further support.
A: If you are experiencing temporary difficulties in making your payments due to COVID-19, eligible customers can activate a Payment Freeze. This means you can continue to use your account while putting a hold on required monthly payments for three months.
You would not need to make a payment to us during the three months and you would be able to continue to use your card as normal. Interest will be charged during the Payment Freeze on your current balance, new transactions and interest accrued. This means it may cost you more and take you longer to repay your balance.
Please only activate this option if your payment issues are temporary and you are not able to make a payment for a short time. If you are experiencing longer-term financial difficulties, we have a team of specialists who can help you – see ‘Worried about payments’.
A: Eligible customers can enrol for a Payment Freeze on 14 April. It is a new feature that we are building in response to COVID-19.
Payment Freeze will be available to all customers who are up to date with their payments, are within their current credit limit and are not currently on another payment holiday. Eligible customers will see a notification to activate in Online Account Manager or their App once the feature is available.
Worried about payments?
We know this may be a difficult time. If you are worried about making payments, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you need to speak to a member of the team, please contact us.
Information about COVID-19 and your finances is also available on the FCA’s website.
The quickest way to manage your account
We expect that wait times to speak with us will be longer than usual. The easiest and fastest way to view your transactions, make a payment, view your PIN or manage your account is through Online Account Manager or your App. These services are available 24/7 and provide you with instant access to your account and a range of other services.
We recommend that all customers register for Online Account Manager or download the App. If you are not already registered, visit the URL which can be found on the back of your card and follow the prompts to register for Online Account Manager or download and register through the App.
If you need to speak or chat with us
We expect that wait times to speak with us will be longer than usual and we may need to reduce the services we can provide through our call centre over the coming days. So, we recommend managing your account through Online Account Manager or through the App.
If you do need to urgently speak with us, Customer Service numbers across brands can be found here. For the well-being of our colleagues, we have reduced our call hours, but you can fully manage your account through our phone system, Online Account Manager and the App outside of these hours.
There is also more information on the best ways to manage your account and other account related Frequently Asked Questions, which can be found within your Online Account Manager.
Staying safe online
We know that fraudsters or cyber criminals are even more active during this time. Please always remember that we will never ask you for your PIN or personal details by email or SMS. If you suspect you have fallen victim to online fraud, please contact us immediately on 0330 838 0180.
More information: COVID-19 FAQs
A: If you are worried about making payments, we are here for you. We have a team of specialists who can look at your options and find the best way we can help. If you need to speak to a member of the team, please contact us.
A: Online Account Manager and the App provide you with 24/7 instant access to your account where you can:
- Check your balance and make payments
- View transactions and statements
- Set-up or make changes to your Direct Debit
- Report your card lost or stolen
- View your PIN
A: We recommend you contact the company that you booked your travel with to see if you can rearrange your holiday or can obtain a refund. If this is not an option, connect with your travel insurance provider, ATOL or ABTA.
If, after contacting your travel company and insurance provider, you have not been able to agree a solution, you may be protected if your booking was made using one of our Credit Cards (see the ‘Can you make a claim against us where you have a claim against a supplier?’ section of your Credit Card Agreement for further details). Please contact us and have your booking receipt to hand, if possible, to discuss.