David Jones: AMEX to Latitude

[akeno]

I can feel the frustration above and sorry to hear it's this bad at the beginning because so far it is terrible.

An update from my supp on the Apple
Pay fiasco which could help others. They waited over an hour to get through over the phone on Sunday to activate the Apple pay. Now to add the Apple watch they also need to call back. Latitude didn't even say that both needed to be approved by Latitude separetely over the phone for the supp.

 

[kyle]

The new experience doesn't work very well. I get 'something went wrong' messages at every turn.

Same here!!!

 

[kyle]

That's unfortunate they closed the wrong card for you. So far the experience with the changeover has not been the best.

My supp has been unable to get through the contact centre all morning just to activate the apple wallet. They make you jump through the hoops to add to digital wallet. The supp is unable to register their own latitude login either as it says the card is already linked to the primary login. With everyone using digital wallets these day, its not the very best experience.

And I thought I was the stupid one in not being able to get the supp card working on Apple Pay for my partner.

 

[elle]

this is a joke! on hold for hours now, second time as i could not wait first time. apple pay for secondary card is not working on iphone or apple watch, unable to register online for 2nd card either. what a joke! when i login to website i see 2 accounts with same 2 cards and cards have diff expiry dates. wtf??? does anyone else have diff expiry date for 2nd card? primary 06/28, 2nd - 01/28

 

[akeno]

Same here, my primary card expiration date is different to the supp.

 

[elle]

this is a joke! on hold for hours now, second time as i could not wait first time. apple pay for secondary card is not working on iphone or apple watch, unable to register online for 2nd card either. what a joke! when i login to website i see 2 accounts with same 2 cards and cards have diff expiry dates. wtf??? does anyone else have diff expiry date for 2nd card? primary 06/28, 2nd - 01/28

i think its beyond joke, finally got thru to be told their systems are down and they cannot help me. i was told diff expiry dates are normal and also the fact primary was able to be added to apple pay does not mean it will work. it still needs to be authorised by latitude by phoning them back when their systems are back working. and same for secondary. i think i need to cancel these cards as i am not prepared to deal with this idiocity.

 

[kerfuffle]

does anyone else have diff expiry date for 2nd card? primary 06/28, 2nd - 01/28

Yes. Primary expired before the second (most used) supp. Least used supp had the shortest expiry date. Moot point for me now (still haven't heard back from Latitude ...)

 

[elle]

and there is no way to delete account created by secondary, as card already linked to primary and they do not allow account deletion. only close the account if cards are linked to it.who designed this system???

 

[oz_mark]

"We chose Latitude because they have a modern technology platform that will deliver an improved experience for our customers."

https://www.davidjones.com/customer-service/faqs/david-jones-credit-card

Rightio....

 

[kyle]

"We chose Latitude because they have a modern technology platform that will deliver an improved experience for our customers."

https://www.davidjones.com/customer-service/faqs/david-jones-credit-card

Rightio....

DJ chose Latitude so that the sh*ttyness of their IT systems are on par.

 

[kerfuffle]

Yes. Primary expired before the second (most used) supp. Least used supp had the shortest expiry date. Moot point for me now (still haven't heard back from Latitude ...)

Sent another e-mail this morning basically going wtf and got my 28 Degrees card back!

There's a sale happening at the moment for DJs cardmembers; 30% off a bunch of brands like Joe Black and Trenery

 

[Chief Wiggum]

Tried to activate in the App again this morning... now it says "Too Many Tries - Please Call Lititude". So there goes 1-? hours of my life. Give me my Amex back

 

[elle]

latitude refused to talk to me(secondary) although its me who needed their verification for iphone/apple watch card to be added to wallet, only primary allowed to speak. so i put him on and he provided all answers etc. still i was not allowed to answer what phone/watch i have, only he is allowed to speak. WTF????he already provided his authorisation when he added secondary. i am secondary on 4 other cards from different providers. no-one else has this idiocity. i have my own login for all other cards, and i am able to activate all cards and add them to my wallet, whats so diff about latitude? i so regret i am paying fees to have this card.

 

[centeredcalm]

So Latitude did an excellent job at moving points balances across, I had redeemed most of my points with an airline transfer before the 1st of July off, but the points since then that were earned haven’t been credited at a 1:1 ratio, but instead at a 1:0.01 ratio, the 1746 MR Points I had left on DJ’s being added by Latitude as 17.46 Latitude points. I’d suggest people check that they haven’t screwed this up for them too.

 

[Kerrodt]

The dumpster fire continues to burn bright

 

[missping]

I thought our points were going to be fully transferred at 1:1 ratio but they have turned my 75k points into 750 points. To make matter worse, when I’m accessing the David jones points hub, they are sending a verification code to an unrecognised number so I can’t even access my hub. When I rang them, they said the migration isn’t fully done yet but I told them that this might be a security compromise to my account. I’m so upset I didn’t transfer my points out before this because I got the cut off dates wrong I’m trying to get my points now before I close the account. So sad..and cough

 

[DC3]

I’m not sure why there’s such interest in holding this card. Maybe I’m missing something.

 

[kerfuffle]

I’m not sure why there’s such interest in holding this card. Maybe I’m missing something.

Free gift wrapping, free shipping without needing to spend $100, cardholder sales, easy to rack up points at the supermarket and petrol station. As someone who had an annual fee-free one, I thoroughly enjoyed using it. But I wouldn't pay $99/year for it (especially since I don't shop as much at DJs unlike when I used to work there), hence my cancellation.

 

[kyle]

I’m not sure why there’s such interest in holding this card. Maybe I’m missing something.

Free delivery for single items and complimentary alteration are worth something.

 

[nugstar]

Spent way too long on a call to the offshore Latitude trying to get them to understand the points issue.

The supervisor spent about 10 mins faffing about then said their points system wasn't working so they couldn't do anything, and then kept going on blaming the systems and was completely unable to understand or empathise about how frustrating this is for a new latitude customer to:
1. not have rewards points correct
2. not have any communications about the delay
3. not having DJs cardholder discounts applying (sure that's a DJ website issue, but it's part of the product)
4. getting poor attitude from the first Latitude CS.
5. no promise of a follow up or credit due to good will

Regarding good will, the supervisor had the nerve to say "we can't credit you anything, we're running a business". Dude got defensive when I gave him feedback about how Amex CS is far better able to understand the frustration, more willing and able to assist with these issues. The supervisor was completely unable to understand how poor an experience it is for a new latitude customer to have so much go wrong.

Better yet: when the Latitude Points Hub logs you out for inactivity, the link to the DJs website in wrong and sends you to the inactive davidjones.com.au instead.

I reckon I'll be cancelling this card asap.