Post Office credit card firm JaJa won’t let me access my account

It says I ‘failed’ security because I couldn’t answer a question about my old Post Office card

Having decided to close my credit card account with JaJa, which has taken over the Post Office’s credit card business, I contacted the firm in a bid to pay off any money I owed. But because I couldn’t tell them exactly when I took out the old Post Office card – it was more than 15 years ago – I “failed” security and my card was blocked.

All my attempts to resolve this have failed, despite various calls, four letters and several emails. I had to send a certified copy of my passport at a cost of £12. My attempts to download its app have all failed. JaJa has not replied to a single letter or email. I can honestly say that this is the worst company I have dealt with in my 76 years.

DK, Barnsley

Oh dear. JaJa, which bought the Bank of Ireland UK’s credit card business, has not got off to a great operational start. There are lots of people complaining online about the switch – with the failure to download the app and non-existent customer services a particular source of frustration. I can’t remember seeing such a poor Trustpilot score – 95% “bad” reviews at the time of writing.

Happily for DK, our call to the company managed to get the card unblocked and he has since been able to access the positive balance. The company has apologised and paid him £150 compensation.

“Following the recent transfer, some customers have had difficulties registering for our app and online servicing. This has increased the number of calls to our customer service centre. We would like to apologise for any inconvenience,” it says.

DK says he is still unable to download the app, and will now just run down the balance to zero.

And finally...

AS from Devizes wrote to praise the staff at the town’s Vodafone store who, she says, could not have done more for two homeless men who were buying the cheapest mobiles available.

“I was waiting to be served. As the pair had never used a mobile, the assistant spent 20 minutes explaining everything. To check they had understood, he asked them to phone and text the shop. It was all done with great empathy and respect. He treated them as if they had been buying the most expensive phone deal available,” she says.

We welcome letters but cannot answer individually. Email us at Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions


Miles Brignall

The GuardianTramp

Related Content

Article image
Post Office and AA credit card accounts transferred to Jaja
Customers to be sent replacement Visa cards with new brand from start of October

Miles Brignall

11, Sep, 2020 @12:59 PM

Article image
HSBC set off a scam alert over my John Lewis Partnership credit card
It claimed it had been transferred, and asked me to set up a direct debit

Zoe Wood

11, Jul, 2023 @6:00 AM

Article image
Why won’t Amex or BA give us our £1,350 flight refund?
For almost six months we have been caught between the airline and American Express

Zoe Wood

26, Jul, 2022 @6:00 AM

Article image
Barclaycard slashed my £6,500 credit limit to £250
The only reason we can think of is that we are in a dispute about a £500 refund for a cancelled flight

Miles Brignall

26, Apr, 2021 @6:00 AM

Article image
Nationwide has signed away my right to use a contactless card
I’ve had a two-year battle to get it to sort a problem with the ‘chip and signature’ system for disabled users

Miles Brignall

29, Jun, 2021 @6:00 AM

Article image
BA gave a refund – but Amex won’t return my £2,000 payments
The credit card firm is holding my cash after we were forced to cancel due to family illness

Miles Brignall

11, Sep, 2018 @6:39 AM

Article image
Barclaycard insists I can only increase my credit limit via its app
A reader, who is an an older customer, says they don’t bank online and don’t have a smartphone

Miles Brignall

01, Mar, 2022 @7:00 AM

Article image
John Lewis has refused our credit card claim after a cancelled holiday
Our travel agent seems to have ceased trading but we paid £1,496 on the card which we can’t get back

Miles Brignall

08, Feb, 2021 @7:00 AM

Post Office failed to deliver on Japanese money transfer

The Post Office claimed to be an expert on transferring money abroad – but was unable to send my £300 to Japan

Miles Brignall

08, Jan, 2011 @12:01 AM

Article image
Southern rail: could more commuters claim a credit card refund?
One passenger recovered half his season ticket cost from Amex. We examine the chances of others following him

Miles Brignall and Patrick Collinson

17, Jan, 2017 @1:20 PM