Service status

Below we will keep you informed of any disruptions and essential maintenance to keep our systems up to date and add improvements.

19th January 2021

Update: Reduced hours for some departments due to impact of Coronavirus

Some of our Customer Service departments are operating reduced opening hours this week, due to a number of agents being affected by Coronavirus. We’re doing all we can to minimise the impact of this on our customers. Our core Customer Services team will continue to be available 8am-7pm Monday to Friday, 9am-5pm on Saturday and Sunday.

Thank you for your understanding and sorry for any inconvenience this may cause.

8th January 2021

Update: Minimum payment reminder messages

Customers may have received reminders in app or by email that their minimum payments are due despite having already made a payment, or where they have no outstanding balance.

If you have already made at least the minimum payment, or you have no balance to make a payment on, you can disregard this reminder. You can check the details of any payments due on your Credit Card account on your most recent statement.

We are aware that some customers received multiple push messages through the app regarding this – we apologise for this and are working to ensure this doesn’t happen again.

6th January 2021

Known issue: Notification from banks about a new Direct Debit

As part of the transfer from the Post Office to Jaja Finance, previously closed credit card accounts were transferred to Jaja in order to comply with data storage requirements. As part of this, any active Direct Debits on accounts moved to Jaja Finance were updated to ‘Jaja Finance Ltd’ in December 2020 – in some instances the Direct Debit had remained active where the credit card account had been closed. This may have triggered a notification to customers from their Bank that a new Direct Debit had been set up, which is not the case.

If you previously had a Direct Debit set up for your Post Office Credit Card and your account has since been closed with a zero balance – please rest assured that no payments will be collected by Jaja Finance. These Direct Debits will be removed from your accounts automatically, and there is no action required from you to complete this activity. However, you can also cancel your Direct Debit at your Bank.

We apologise for any inconvenience this may have caused.

5th January 2021

Known issue: Late payment fees incorrectly applied

We are very sorry that some customers were incorrectly charged a late payment fee before their Direct Debits had been taken between Christmas and the beginning of January.

All affected customers have been identified, and charges applied incorrectly will be refunded. We will be in touch with anyone impacted. This error will not impact your credit score, and the refund will show on your next statement. Please disregard any correspondence you’ve received from us in the meantime regarding the late payment fee applied to your account.

We have identified the root cause and have taken steps to ensure this will not happen again. We apologise again for any inconvenience this may have caused.

Our service

There are currently no planned upgrades outside of 2am and 5am.

In order to keep our systems up to date and add improvements we sometimes need to carry out essential maintenance in the early hours of the morning to avoid you too much disruption.

When we have essential maintenance planned outside of these times, we will report the specific times of the services affected.

Mobile App
Services working as normal

Online Servicing
Services working as normal

Telephone Services
Services working as normal

Need help?

Can’t see what you’re looking for? Find the help you need in our FAQs or speak to our Customer Support team on
0345 607 6500*

*0345 numbers may be part of the inclusive price plan provided by your phone operator, however please check before you call. Phone lines are open Monday to Friday 8am - 7pm, Weekends 9am - 5pm. Calls are recorded and may be monitored for security, quality control and training purposes.