WHAT IS A DIRECT DEBIT?
Direct Debits are extremely useful as they help to make sure you don’t miss payments when they fall due on your account. A Direct Debit mandate allows us to collect regular monthly payments from your designated bank account. You can set up a Direct Debit via your online account or the 118 118 Money app.
HOW DO I MAKE A ONE-OFF PAYMENT TO MY ACCOUNT?
There are a number of ways to make a one-off payment. You can pay in the 118 118 Money app, through your online account, via Internet Banking or over the phone. Call us on 08000 118 222 or +44 2920 548176* and we’ll be happy to help with this.
WHAT SHOULD I DO IF I AM HAVING DIFFICULTY MAKING PAYMENTS?
If your circumstances change and you think this will affect your ability to pay back the amount you owe on your card, or you are already struggling to keep up with your Minimum Payments, please call us on 08000 118 222 or +44 2920 548176* so that we can work with you to agree a suitable repayment plan. It is better for you to contact us as soon as possible so that we can put something in place to help you.
WHEN I MAKE A PAYMENT, WHEN SHOULD I EXPECT TO SEE IT ON MY ACCOUNT?
Payments can take up to five working days to show. You can check online by logging into your account.
WHAT HAPPENS IF I FAIL TO MAKE A PAYMENT?
Don’t worry—we will never charge a missed payment fee! We do encourage you to make a payment or contact us to discuss your circumstances at your earliest convenience, as we will soon place a temporary hold on your card until a payment has been made. Since continuing to use your card while missing payments may adversely impact your credit score, we believe this is a good way to help you keep your account in good standing. If you continue to miss monthly payments, unpaid monthly subscription fees or interest charges will be added to the amount you owe us, and you will continue to be charged the monthly subscription fee or interest charges. This may be reflected on your credit report, which might make it harder for you to get credit in the future.
WHAT HAPPENS IF I GO OVERLIMIT?
We will not charge you any additional fees. However, we will temporarily block your card until you make the repayment to bring your balance down within your limit.
WHAT DO I DO IF MY CARD IS LOST OR STOLEN?
If your card has been lost or stolen you should call us straight away on 08000 118 600 or +44 2920 548200*, open 24 hours, 7 days a week.
HOW DO I CHANGE MY PIN?
You can change your PIN by using a cash machine. You can also order a new PIN by calling 08000 118 222 or +44 2920 548176.*
CAN I USE MY 118 118 CREDIT CARD TO WITHDRAW CASH?
Yes, you can use your card to withdraw cash at any cash machine that displays the Mastercard symbol. We will not charge you any fees for cash withdrawals (although certain cash machines may charge you for withdrawals).
HOW DO I OPT OUT OF RECEIVING NOTIFICATIONS ABOUT NEW PRODUCTS AND SERVICES?
You can opt out of receiving notifications by calling us on 08000 118 000 or 02920 893300*, or by following the unsubscribe options within any marketing SMS or emails you may have received.
CAN I MANAGE MY CARD ONLINE?
Yes, you can. You can check your balance, view previous statements and make payments either in the 118 118 Money App (Apple iTunes Store or Google Play Store) or alternatively by logging into the account management section of our website.
The 118 118 Money App is available to download for Android and iOS devices through Google Play and the App Store.
IF MY PERSONAL DETAILS CHANGE (FOR EXAMPLE, MY NAME HAS CHANGED OR I’VE MOVED HOUSE), THEN HOW DO I LET YOU KNOW?
You can update this by calling us on 08000 118 222 or +44 2920 548176.*
WHAT HAPPENS IF I FORGET MY PASSWORD OR NEED TO RESET IT?
Simply click ‘Forgot password?’ on the login screen of the 118 118 Money app and follow the prompts. We’ll send you a password reset code and easy-to-follow instructions.