If the information you're looking for wasn't covered by our other 'Customer Help' pages, you may well find it here:
You'll need to call our general customer service number. Then select option 3 followed by option 4.
Simply press option 3, followed by option 1 then option 3.
The most convenient and completely free way to service your Account is via the Members' Area, which is our online account management system, available 24/7. It provides access to most of your Account information and allows you to action many of the Account requests you'd normally make over the phone. Most of our customers find this the best way to manage their Account.
You can also text us to get your current balance and the last five transaction information. Each text costs your usual network tariff plus 25p which will be charged to your mobile phone.
However, if you do need to contact us, and you're on hold for greater than one minute, you'll be able to leave your name and number and we'll call you back within two hours, free of charge to you.
This is a pending transaction. A 'pending transaction' puts money to one side from the cash that's in your Account. Everything you pay for using your card starts off as a pending transaction and usually becomes authorised for payment within two calendar days. There are three main times when it might take longer for a transaction to become authorised:
You can view your pending transactions in the Members' Area.
Only the primary cardholder has access to this information online in order to protect your Account from unauthorised use. However, it's possible to arrange for a cardholder or employee to be authorised to call and discuss the Account. To do this, the primary cardholder should call Customer Services on 0871 277 5599† and request an 'Authorisation to discuss Account letter'.
You can view this in the Members' Area in the Account Statement section. You can also download your transaction history in CSV format and filter all data by cardholder.
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