Asda Credit Card - Frequently asked questions

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1 Asda Credit Card - Frequently asked questions 1) What does the change mean to me? We changed our credit card provider for new applications in July this year. After midnight on 15 January 2013 you ll no longer be able to use your Asda Reward/Everyday/Store card and any outstanding balance you have will remain with Santander. You don t have to pay off the full outstanding balance in one go, although if you wish to do so you can. You ll need to pay at least the minimum payment or more each month until the balance is cleared. the last day you ll be able to place an order is 26/12/12. This is because our system allows you to book a delivery slot 21 days in advance but we don t take payment until we deliver your order. If your card details are stored / saved anywhere to make payments automatically (ie by Direct Debits or Continuous Payment Authorities), these will need to be changed (including Asda Home Shopping). You can apply for a new Asda Money Credit Card and, providing you re accepted, transfer a balance across to the new card at 0% for 12 months. (2.9% fee applicable). 2) Will I still get my reward points? Yes, providing you don t close your account with Santander before your November statement. Your reward voucher(s) will arrive with your November statement as usual. You ll no longer earn reward points after 31 October ) Do I lose my Asda benefits, including free home shopping delivery? You ll no longer earn reward points after 31 October All other benefits linked to the Asda Reward/Everyday/Store card will end at midnight on 15 January the last day you ll be able to place an order is 26 December This is because our system allows you to book a delivery slot 21 days in advance but we don t take payment until we deliver your order.

2 If your card details are stored to automatically pay for your home shopping, these will need to be changed. You can do this by using the edit card section under My Account on the website. 4) I use my card for my Asda Home Shopping will this be affected? the last day you ll be able to place an order is 26/12/12. This is because our system allows you to book a delivery slot 21 days in advance but we don t take payment until we deliver your order. If your card details are stored to automatically to pay for your Home Shopping, these will need to be changed. You can do this by using the edit card section under My Account on the website. 5) What happens to my outstanding balance? You ll need to pay at least the minimum payment or more each month until the balance is cleared. 6) What if I do nothing from midnight 15 January 2013? After midnight on 15 January 2013 you ll no longer be able to use your Asda Reward/Everyday/Store card and any outstanding balance you have will remain with Santander. You won t have to pay off the full outstanding balance in one go, although if you wish to do so you can. You ll need to pay at least the minimum payment or more each month until the balance is cleared. You could apply for a new Asda Money Credit Card and, providing you re accepted, transfer your balance across to the new card at 0% for 12 months (2.9% fee applicable). 7) What happens to my online account manager? You ll still be able to access your account online through the Asda Money website until midnight on 15 January Currently there are two links, one for the Asda Reward/Everyday/Store card and the other for the new Asda Money Credit Card. After midnight on 15 January 2013 you ll access online account management via the following website address

3 8) When is the last date I can use my Asda Reward/Everyday/Store card? The last day you re able to spend on your card is 15 January the last day you ll be able to place an order is 26 December This is because our system allows you to book a delivery slot 21 days in advance but we don t take payment until we deliver your order. If your card details are stored to pay for your Asda Home Shopping, these will need to be changed after 26 December You can do this by using the edit card section under My Account on the website. 9) Is there an incentive to pay off early? Yes, paying off your card by more than the minimum payment each month will reduce the amount of interest you ll be charged. 10) Will my payment date change? No. 11) Can I still withdraw cash from a cash machine with my Asda Reward/Everyday card? Yes, until midnight on 15 January ) What happens with current recurring payments (ie. direct debits) that come from my card? After the 15 January 2013 you ll need to cancel any recurring payments collected from your card and make alternative arrangements. You can do this by contacting the service provider or by contacting Santander on ) Will my interest rate change? From midnight on 15 January 2013 your account will remain with Santander. Any changes to the account will be communicated to you by Santander.

4 14) I haven t received any communication about the change? We ve communicated the change to all customers using the address details we have. All our customers have been sent an Important Notice with the August/September statements and we ll include further messages in the October, November and December statements. If you d like to check your address details please contact Santander customer services on ) What is the customer services number to call Santander? Santander Customer Services Calls cost 10p per minute plus network charges. 16) Will I be automatically transferred to the new Asda Money Credit Card? No, you ll need to apply for a new card. You can do this online through the Asda Money website, by calling , or by picking up a leaflet in-store. 17) Will I be guaranteed to be accepted for the new Asda Money Credit Card? No, you ll have to apply and go through the process as a new customer. 18) Can I apply for a new Asda Money Credit Card? Yes, you ll need to apply as a new customer. You can do this by can do this online through the Asda Money website, by calling , or by picking up a leaflet in-store. 19) What is the quickest way to apply for the new Asda Money Credit Card? The quickest way is to apply is online through the Asda Money website. Most applications will get an instant response, with your card arriving within 7-10 days. 20) Can I transfer my balance to the new Asda Money Credit Card? Yes, providing your application is successful. The new card has a 0% balance transfer rate for 12 months. (2.9% fee applicable).

5 21) Why are you changing the card providers? At Asda we review the products and services we offer to our customers to make sure they are delivering great value and the happy to help service. We ve worked with Santander for over 6 years to offer credit cards to our customers and both of us felt it was time for a change. By working with a new provider, Asda will be taking all the success of our previous relationship and launching with a refreshed and exciting new card for our customers. 22) Who is the new card provider? After speaking to many different providers across the market, we chose to work with Creation for our credit card. Creation specialise in credit products for customers and are the provider behind many different retail brands. 23) What are the benefits of the old cards vs the new Asda Money Credit Card? To find out more about the Asda Money Credit Card, please visit You can also call our team on or pick up a leaflet in-store. Please call Santander on to confirm the current offers on your existing card. 24) Do I get free home shopping delivery? Yes, free Home Shopping delivery is a benefit of the new Asda Money Credit Card. If you use your ASDA Reward/Everyday/Store card to pay for Grocery Home Shopping, the last day you ll be able to place an order is 26 December This is because our system allows you to book a delivery slot 21 days in advance but we don t take payment until we deliver your order. 25) Why has my Asda Money Credit Card application been rejected? At this time your application has not met the credit criteria. These are rules that are applied to ensure responsible lending. If you would like to appeal the decision, please contact our team on ) What if I already have a creation card? You re able to apply and providing your application is successful, you will then be able to get all the benefits of the new Asda Money Credit Card. However, you re not able to transfer a balance from one creation card to another.

6 27) How do I get a refund for something after the 16 January 2013? All retailers have a process to resolve refunds when the original payment method is no longer available. For example the retailer may offer solutions of gift cards, re-credit a different payment method or cash. In the highly unlikely event of a dispute between a customer and retailer then please contact Santander customer services on