One of our customers recently got in touch about a confusing letter they’d received from the John Lewis Partnership about their credit card. John Lewis Finance’s correspondence was so confusing and questionable in its purpose and legitimacy. This is particularly disturbing when the customer pays their balance in full every month.
The John Lewis Partnership also provide a great credit card. It’s loaded with perks that allow shoppers to indulge in all that this renowned retail giant has to give. The customer was shocked when they received a letter with absolutely no indication of what this letter was about or even what it means. This uncharacteristic treatment raised alarm bells enough with the industry that they sought to clarify.
John Lewis Partnership credit card holders could be getting three types of letter from the firm. It’s not unusual for end-users to doubt these messages. In this case, the missing contextual information would cause the customer to feel worried and confused about what this letter meant.
A spokesperson for John Lewis Finance addressed the situation, stating, “We want to reassure customers that the correspondence they have received from HSBC UK is legitimate. It has been sent as a legal requirement in regard to their historic partnership card accounts. We’re sorry for any confusion caused.”
This response is further proof that the issuance of this letter was simply standard practice. We think it probably has to do with dawning legal obligations to address their historical narrative. The lack of additional context in the notice definitely played a role in the customer’s misunderstanding.