AA, Bank of Ireland and Post Office credit card customers complain of problems after transfer to Jaja
AA, Bank of Ireland and Post Office credit card customers have been reporting problems after their accounts were switched to fintech firm Jaja earlier this month.
Jaja bought bought Bank of Ireland's credit card portfolio last year, and as part of the deal it became the credit card issuer for Bank of Ireland UK and the AA. Post Office credit card accounts opened prior to 28 June 2019 will be moved to Jaja as well, though those opened after this date will not.
Customers who were transferred to Jaja were told to sign up to a new app, but many have said they've had difficulties registering.
Other customers have also complained about an issue where duplicate card transactions have appeared in the app - though Jaja says this problem has been resolved.
'Jaja need to sort this out fast'
When the credit card portfolios switched to Jaja earlier this month, most elements of their account didn't change, but customers needed to download new apps.
Full details can be found in our AA, Bank of Ireland and some Post Office credit cards to transfer to Jaja MSE News story.
But customers had difficulty registering for the new app - here are some of the complaints we've seen:
What is causing the problems?
Jaja has said that most of the problems arise from people trying to register for its app, but using different details to the ones they used when they initially signed up for their credit card - for example, if they've changed their name or address since then. If someone tries to sign up for the app using their new details, they'll be unsuccessful.
Some customers have also reported seeing duplicate transactions in their app, though Jaja says this was an administrative issue that took place for 24 hours. It says nobody has been double-charged and the issue should now be fixed.
Jaja says there are no broader problems, but we've heard some customer say they've also faced long wait times when they've tried to contact Jaja's customer service.
I've had problems - what should I do?
To make your registration as smooth as possible, Jaja says you should provide the mobile number associated with your credit card account and make sure you enter your details exactly as they appear on your credit card (including titles, any middle names or initials and spaces).
It says that if you've changed your phone number, address or other personal details and this is preventing your registration, you may need to speak to its customer service team. Beware, Jaja's customer service number is an 0345 one, so it may cost you to call it. Check with your phone provider first.
You shouldn't lose money as a result of the problems but if you do find yourself out of pocket, keep a note of exactly what you lost.
Jaja adds that if cardholders have had issues with the app, they can manage their account online or via customer services.
What does Jaja say?
A Jaja spokesperson said: “For a 24-hour period, some customers may have seen duplicate transactions when they logged into their account. This problem has now been resolved.
“We are also aware that some customers have had issues registering for our services. We are working hard to improve our registration process and enable a smoother onboarding process for all customers. If cardholders have had issues with the app, they can manage their account online or via customer services.
“We are sorry that some customers have experienced problems and for any inconvenience this may have caused.”
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