Credit Card Help - FAQs

Q: What is the marbles card?

marbles Mastercard is the ideal way to take control of your finances. Accepted all over the world, marbles gives you flexibility and convenience at your fingertips. No interest will be charged on purchases if every statement balance is paid in full by the payment date. With online account servicing and a host of other benefits, it pays to use your marbles.

Q: Does marbles subscribe to any codes?

marbles cards are issued by NewDay Ltd. NewDay Ltd is a member of the Finance and Leasing Association (FLA) and it subscribes to the FLA’s Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk.

Q: What benefits do I get for being a marbles card customer?

On top of the convenience that a marbles Mastercard gives you, our online account servicing lets you stay in control of your finances. Wherever you are, a few clicks is all it takes to make a payment, check your balance, request a credit limit increase and a host of other features. Have a look around the site and find out what marbles has to offer you.

Login

Q: Can I ask for my credit limit to be increased or decreased?

Yes, you can ask for your credit limit to be increased (and we will consider your request) or decreased. As a responsible lender, we monitor accounts on an ongoing basis to see how you’re getting on and consider what is affordable before increasing a credit limit.

It's important that you make at least your contractual minimum payment on time every month and keep within your credit limit as this may affect our decision. We recommend that you make at least the Payment Requested shown on your statement each month. We need to see that an account is well managed and payments are made on time over a number of months before we can offer you a credit limit increase. You can reduce your credit limit at any time, simply call Customer Services. You can also choose how you would like us to manage your credit limit preferences.

Q: How can I update my Credit Limit Increase preference?

You can do this online using Online Account Manager or by using our automated customer service line.

You can choose from one of the following options:

• Automatically: we will tell you about credit limit increases and activate them automatically unless you tell us not to
• Let us know: we’ll offer you a credit limit increase but you must contact us to accept it
• No Increases: We won’t offer you credit limit increases at any time, unless you change your preference

Q: What happens if I go over my credit limit?

We will send you a text/SMS alert message if you’re getting close to your credit limit. If you go over your credit limit at any time during the month you will be charged a fee of £12. This will appear on your next statement. You will also lose any promotional rates applicable to your account at that time.

Q: I need to activate my new card. How do I do this?

You can activate your marbles card within just a matter of minutes by calling the card activation service on 0800 328 2523* where you will undertake a short checking procedure with our automated service.

Please also remember to sign your new card with your usual signature immediately.

Q: I have received my card but don't have a PIN number. What should I do?

Your PIN number will be sent out under separate cover so you should receive this within the next few days. If you don’t receive this, please call Customer Services on 0333 220 2692*.

Q: I have received my PIN number but would like to change it. How can I do this?

You can do this simply by using the PIN change facility on any ATM machine offering PIN services option and following the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases.

Q: I have forgotten my PIN number. What should I do?

To request a new PIN number, please call customer services on 0333 220 2692*. We’ll send it to you by post.

Q: I am trying to buy something on the Internet. I have been asked for my security code. What is this?

The Card Security Code is the last three digits that appear on the back of your card, on the top right hand corner of the signature panel.

You’ll generally only need it when you’re paying for something over the telephone or on the Internet and if you aren’t 100% sure of the credentials of the person or website asking for it, it’s always best to check.

Q: Can I use my card abroad and will I be charged for this?

Your marbles card is accepted in 32 million places and 600,000 cash points around the world. If you use your marbles card abroad you will pay a foreign exchange conversion charge of 2.95%. If you withdraw cash abroad, you will also pay a cash fee of 5% (minimum £4). These fees will be shown on the front of your statement together with the exchange rate.

Q: What happens if I lose my card while I am abroad?

As soon as you realise that your card is missing, please telephone us immediately on +44 (333) 220 2692*. At marbles we like to help our customers whenever and wherever we can, you can even ask the operator to reverse the charges to this number.

Q: Can I use my card to withdraw money from a cash machine?

Yes, but remember that you'll be charged interest from the date of the withdrawal, as well as an additional withdrawal fee (5% or £4, whichever is higher). You'll also only be able to withdraw a maximum of £300 per day. To find out more, please refer to the terms and conditions of your card.

Q: If I use my card to withdraw cash, will I be charged for this?

Yes, you'll be charged interest from the date of the withdrawal, as well as an additional withdrawal fee (5% or £4, whichever is higher). You'll also only be able to withdraw a maximum of £300 per day. To find out more, please refer to the terms and conditions of your card.

Q: Is there a limit to the amount of cash I can withdraw?

You may be able to take out up to £300 a day, depending on your credit limit. Please make sure you stay within your credit limit. Remember that a fee of £4 or 5% of the amount you withdraw (whichever is higher) will be applied to each cash transaction. And, even if you pay your balance off in full, interest will be charged from the date of the withdrawal. Both the fee and the interest could take you over your credit limit.

Q: Can I have more than one cardholder on my marbles credit card account?

If you would like to include someone else (aged 18 or over) in your household as a second cardholder on your marbles credit card account, just ask. It’s completely free of charge and is simple to arrange, call our customer services on 0333 220 2692* for more information.

Q: I need to order a new card. How do I do this?

This is easy to do – just call our customer services on 0333 220 2692* and request a new one.

Q: My marbles card runs out soon. What should I do?

A new card will automatically be generated 4-6 weeks before your card expires, but only if your account has been kept in good order.

Q: I have lost my marbles card. How do I report this?

As soon as you realise that your card is missing, please telephone us immediately on 0333 220 2692*. The lines are open 24 hours a day, 7 days a week.

Q: What rate of interest am I paying for my marbles card?

Your interest rates shown on your statements. Please see 'Summary of Charges' which appears on Page 2 of your statement.

Q: Can I ask for my credit limit to be increased or decreased?

Yes, you can ask for your credit limit to be increased (and we will consider your request) or decreased. As a responsible lender, we monitor accounts on an ongoing basis to see how you’re getting on and consider what is affordable before increasing a credit limit.

It's important that you make at least your contractual minimum payment on time every month and keep within your credit limit as this may affect our decision. We recommend that you make at least the Payment Requested shown on your statement each month. We need to see that an account is well managed and payments are made on time over a number of months before we can offer you a credit limit increase. You can reduce your credit limit at any time, simply call Customer Services. You can also choose how you would like us to manage your credit limit preferences.

Q: What happens if I go over my credit limit?

We will send you a text/SMS alert message if you’re getting close to your credit limit. If you go over your credit limit at any time during the month you will be charged a fee of £12. This will appear on your next statement. You will also lose any promotional rates applicable to your account at that time.

Q: Can I grant a third party access to my online payment account?

Following changes to the law, from 13 January 2018 you can allow an authorised Third Party Provider (TPP) to have access to your online servicing account. These TPPs are sometimes known as Account Information Service Providers and offer such services as the ability for you to look at all your bank and credit card accounts through one Mobile App or Website. You can only use a TPP where you have registered for Online Account Manager.

If you choose to use a TPP, please ensure you understand how their service works, such as how they access your account with us and how they will protect your data. Please be aware that:

• The terms and conditions of your card will still apply.
• We will give the TPP access to your account information only, and in the same way as if you were accessing it directly. For example, they will be able to see your recent transactions and your outstanding balance. The TPP is not permitted to change any of your preferences, direct debit details or any information about you and cannot initiate a payment from your account.
• Although you must not, generally, give the security details you use to log-in to our online service to anyone else, you may give them to a TPP if it is necessary to do so. They should agree with you that they will keep these details safe and will only use them for the purpose(s) you have agreed with them.
• We can refuse to allow a TPP to access your account where we are concerned about unauthorised or fraudulent access by that TPP.
• All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator) and so you must check, from the information that the TPP gives you before you use their services, that the TPP is authorised or otherwise permitted by law to provide such services. If you give your security details to a TPP that is not authorised, we will assume it is you authorising us to give access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.

Q: Can I transfer the balance from another credit or store card onto my marbles card?

Yes you can transfer balances from credit cards, store cards and some charge cards. Each transfer must be a minimum of £100. Each time you make a balance transfer you’ll be charged a minimum of £3 or 3% of the balance transfer value, whichever is greater. You can transfer balances from as many other cards as you want up to your available credit limit.

Q: How do I make a balance transfer?

It is easy to transfer a balance, either by making a request through your online servicing account or by calling 0333 220 2692*. You cannot transfer balances from store cards, any other card provided by NewDay, American Express, Pre Paid, Cashplus or Business credit cards.

Q: How do I find out if my balance transfer has been made successfully?

It normally takes three hours for a Balance Transfer to be completed, depending on the processing times and type of payment process employed by your bank. Outside of working days or after 3pm on working days, and on Bank Holidays and weekends, your Balance Transfer will be processed on the next working day.

Q: How often will I receive a statement for my marbles card?

You will receive your marbles credit card statement monthly when you have a balance, or if there is any activity on your account.

Q: Can I change the day that my statement is sent?

As a marbles customer, you can enjoy the benefit of changing your monthly payment date to suit you. You can change this up to three times a year.

Q: What should I do if I don't receive a statement each month?

If you have a balance or have used your card, you should receive a statement every month. If you have a balance and you have not received a statement, please call Customer Services who will be able to help you. Alternatively, you can register for Online Account Manager, and we will notify you when your next statement is ready to view.

Q: Can I still make a payment even if I don't receive a statement?

If you have a balance on your account, or if there is any activity on your account, you should receive a statement each month. If you don't please call our Customer Services team on 0333 220 2691*. You must still make at least your contractual minimum payment by the due date.

You can make payments at any point during the month even if you haven't received your statement yet. You can also make more than one payment a month. Just remember to make sure you pay at least the contractual minimum payment each month by the due date shown on your statement.

Q: Where on my statement does it tell me how much I need to pay, what my credit limit is and how much credit I have available?

To check the amount you need to repay, your credit limit and how much credit you have available, please look at the summary of your account. You’ll find it on the first page of your statement or online using your Online Account Manager. It provides a quick overview of your account and shows all of these things.

If you have any questions about these, please feel free to call Customer Services.

Q: I have lost a statement. Can I get a copy from you?

Please call Customer Services and they will be able to help you. There is an admin charge of £5 for duplicate statements. Alternatively, you can register for Online Account Manager, where you can view your last 6 months’ of statements online at any time.

Q: Can I access my card details online?

Yes, just click either ‘Register’ or ‘Login’ at the top of this page to access your account.

Q: I would like to close my marbles card. How do I do this?

Please call customer services on 0333 220 2692*.

Q: Can I request a copy of my terms and conditions?

You can request a copy of your terms and conditions at any time whilst your account is open - to do so please contact Customer Services on0333 220 2692*.

Q: How often do I have to make a payment?

Each month you'll receive a statement from us showing where and when you used your marbles card, together with the amounts you spent. You have to make at least the minimum repayment of your outstanding balance every month which is either 1%, 2%, 2.5%, 2.75% or 3.25% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid. As a marbles cardholder, you can contact us to change your monthly payment date to suit your personal circumstances. This can be changed up to three times a year.

Q: Do I have to pay everything I owe on my marbles card each month?

You’ll receive a statement each month showing the balance on your account and the contractual minimum monthly payment which needs to be paid. You have the choice to pay more than this, and can repay any amount up to full balance. However, you must ensure you repay at least the minimum required, which includes either 1%, 2%, 2.5%, 2.75% or 3.25% of the balance shown on your statement, plus any interest charged on your account, plus any default fees applied to the account. If your balance is less than £5, then the full amount will need to be paid.

Q: How do I find out when my payment is due each month?

You can find out when your payment is due on your monthly statement or on your Online Account Manager. Just take a look at the summary on the first page of your statement.

Q: Can I make more than one payment each month?

Yes, you can make payments towards your outstanding balance at any time. Just make sure that you make at least the contractual minimum payment each month. You need to also ensure you pay any arrears or over limit amount immediately.

You may see a Recommended Extra Payment appear on your statement, as part of your Payment Requested. This is an additional amount on top of your contractual minimum amount which we recommend you pay to clear your balance faster and help ensure your account does not fall into Persistent Debt.

Your payment must have cleared by the due date that appears on your statement. Please note that if you pay by Direct Debit and make additional payments before your payment due date, your Direct Debit may be reduced.

Q: Can I change the day that my payment is due?

As a marbles customer, you can enjoy the benefit of choosing a monthly payment date to suit you. What’s more, you can change this three times per year free of charge.

Q: How can I make a payment?

You can pay using any of the methods shown on your statement including online, by cheque or by phone – whichever works best for you. Or if you prefer, you can choose from various Direct Debit options including making the payment requested on your statement, the boosted amount, the full outstanding balance or a fixed amount. You can set up a Direct Debit via your Online Account Manager in the ‘Payments & Transfers’ section. Alternatively, you can call Customer Services on 0333 220 259. Opening hours are: Monday to Friday 9am to 6pm and Saturday 9am to 4pm. We are closed on Sunday. An automated service is also Monday to Sunday 24 hours.

Please remember that if you cannot make your payments for any reason, please let us know as soon as possible. Please call Customer Service and we will do what we can to help.

Q: What is the postal address for marbles card payments?

marbles Card Services
PO BOX 170
Sheffield
S98 1JR

Please remember to allow 7 working days for your cheque payment to reach us and please do not send cash payments in the post.

Q: Can I pay by Direct Debit?

Yes. You have the choice of setting up a Direct Debit to cover at least the contractual minimum payment, the full amount due or a set amount each month (where this is less than the contractual minimum payment shown on your statement, the contractual minimum payment due will be collected). For more details or to arrange a Direct Debit, please call 0333 220 2692*.

Q: How long does it take after I have made a payment before I can start using my marbles card again?

If you have not already reached your credit limit and have available credit you can continue using your card. If not, please allow up to 7 working days for your payment to clear before you try to use your marbles credit card again.

Usual Payment clearing times:

• Online – 1 working day
• At any bank (using Giro Credit Slip) – 5 working days
• Online and telephone banking – 1 working day
• Post – 7 working days

Q: How are payments allocated against the amount I owe?

We charge different interest rates according to the different ways you use your marbles credit card, for example the interest rate charged for cash withdrawals is different to the interest rate charged for purchases. If you don’t pay your balance in full, we will allocate payments to your balances on your statement with the highest interest rates before balances with lower interest rates. There are some exceptions to this including the way we allocate payments to any instalment or PayDown plan. For further details, please refer to the ‘How do we apply payments to different balances?’ section in your Credit Card Agreement.

Q: I cannot afford to make a payment this month. What should I do?

If you cannot make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

• National Debt Line on 0808 808 4000 or online
• Money Advice Service on 0800 138 7777 or online
• StepChange on 0800 138 1111 or online

Q: What happens if I don’t make a payment or my payment is late?

If you don't make at least the contractual minimum payment by the payment due date, as shown on your statement, you will be charged a late payment fee of £12. We will also report the missed payment to credit reference agencies. This might make it harder and more expensive for you to get credit in the future.

Failing to keep up with your repayments will also result in any promotional offers being withdrawn and you will have to pay the standard purchase rate on these amounts.

Please remember if you can't make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

• National Debt Line on 0808 808 4000 or online
• Money Advice Service on 0800 138 7777 or online
• StepChange on 0800 138 1111 or online

Q: What is the Payment Requested shown on my statement and/or Account Summary online?

The monthly Payment Requested includes your contractual minimum payment and, where shown on your statement/account summary includes:

• your monthly instalment plan payment; and/or
• a Recommended Extra Payment (see below).

If you had a Direct Debit set up to pay only the contractual minimum payment, we will now collect the full Payment Requested amount unless you contact us and ask us not to. If you don’t have a Direct Debit set up, we recommend you pay the full Payment Requested shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

If you have set up a Direct Debit for Boosted Payment, the Payment Requested will show your contractual minimum payment, your Boost amount and any monthly instalment plan payment (where applicable).

Any arrears will also be included in the Payment Requested.

Q: What is a Recommended Extra Payment?

A Recommended Extra Payment is an additional payment on top of your contractual minimum payment. We may request this if you are regularly making the contractual minimum payment (or close to it) and we think your account may be at risk of falling into Persistent Debt. When we do, this Recommended Extra Payment will be shown on your statement and on your account summary in Online Account Manager and our mobile app.

If you make your payments by Direct Debit (other than a fixed or Boosted Payment Direct Debit) we’ll automatically collect the Recommended Extra Payment as part of your Payment Requested, unless you ask us not to by contacting us.

You can pay the Payment Requested using the methods shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

The Recommended Extra Payment may change each month so you should also check your statement.

Q: How do I pay the Recommended Extra Payment?

If you have a Direct Debit set up (other than for a fixed amount or a Boosted Payment) we’ll automatically collect the Recommended Extra Payment as well as the contractual minimum payment as part of your ‘Payment Requested’, unless you ask us not to by contacting us.

You can pay the Payment Requested using the methods shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

Q: Do I have to make Recommended Extra Payments?

No. If you prefer, you can pay your full balance, just the contractual minimum payment, or an amount in between the contractual minimum payment and the full balance. However please keep in mind if you only pay the contractual minimum payment (or close to it) this means it costs you more and takes a long time to repay your debt. If low payments continue for a long period, you may be considered to be in Persistent Debt and we will be in contact to discuss options to help you pay down your debt.

If you had a Direct Debit set up to pay only the contractual minimum payment, we will now collect the full Payment Requested amount unless you contact us and ask us not to. If you don’t have a Direct Debit set up, we recommend you pay the full Payment Requested shown on your statement. Remember, you must pay at least the contractual minimum payment by your due date to avoid a late payment fee.

Any arrears will also be included in the Payment Requested.

To make the Recommended Extra Payment, you can use any of the methods shown on your statement including online, by cheque or phone – whichever works best for you. Or, if you prefer, you can choose from various Direct Debit options including making the Payment Requested on your statement, the full outstanding balance or a fixed amount. You can set up a Direct Debit via your Online Account Manager in the 'Payments & Transfers' section. Alternatively, you can call Customer Services. Opening hours are: Monday to Friday 9am to 6pm and Saturday 9am to 4pm. We are closed on Sunday. An automated service is also Monday to Sunday 24 hours.

Q: Why have I been selected for a Recommended Extra Payment?

The FCA requires us to monitor all our customers’ accounts to see how they’re managing their repayments. If you have only paid the contractual minimum payment (or an amount close to it) on a regular basis, we may suggest that you make a Recommended Extra Payment on top of your contractual minimum payment to avoid your account getting into Persistent Debt and to help clear your balance faster.

Q: How do I opt out of Recommended Extra Payments?

If you have a Direct Debit, you can ask us not to collect the Recommended Extra Payments by calling us. You can do this for a single month or for all your subsequent monthly payments. If you do not already have a Direct Debit, you can choose how much to pay us each month, provided you pay at least your contractual minimum payment.

Q: What is a Boosted Payment?

To help you clear your balance faster and save on interest you can make a Boosted Payment. This will pay your:

• contractual minimum payment (plus any arrears)
• monthly instalment payments, if applicable
• Plus, a Boost Payment, which will vary depending on your balance.

For example, if you had a purchase balance of £1,000 with an interest rate of 39.9% per annum, and you only paid the contractual minimum payment each month, it could take 20 years and 11 months to pay it off. You would pay £2,580 in interest alone. However, if you made a Boosted Payment each month of £71 this could reduce to £640 and you’d pay off your balance in just 6 years and 8 months; assuming you didn’t miss any payments, your interest rate does not change and there was no further spend.

You can make Boosted Payments manually online or by calling us or by setting up or amending an existing Direct Debit. If you set up a Direct Debit, the amount will be shown on your statement and your account summary online each month before your Direct Debit is collected.

The Boosted Payment amount may change each month depending on your balance so it is important you check your statement.

Q: How do I start making Boosted Payments?

You can make Boosted payments manually online or by calling our automated customer service line. You can also set up or amend an existing Direct Debit to make Boosted Payments. If you set up a Direct Debit, the amount will be shown on your statement and your account summary online each month before your Direct Debit is collected.

The Boosted Payment amount may change each month depending on your balance so it is important you check your statement.

Q: How do I stop making Boosted Payments?

You can change an existing Direct Debit anytime by contacting us. An easy way to do this is by using your Online Account Manager or mobile app.

Q: What’s the difference between a Recommended Extra Payment and a Boosted Payment?

Boosted Payment – you are opting to pay a higher amount than the contractual minimum payment each month in order to pay off your balance faster and to save on interest. You can choose this option as your monthly Direct Debit payment or by making manual payments each month. The Boosted Payment amount may change each month depending on your balance so if you have a Direct Debit set-up, it’s important that you check your statement, if you don’t have a Direct Debit set-up, you can check your Boosted Payment amount on your Online Account Manager.

Recommended Extra Payment – we may add a Recommended Extra Payment to your Payment Requested if you are regularly paying only the contractual minimum payment (or close to it) and we think your account may be at risk of falling into Persistent Debt. This optional additional amount will be shown on your statement. If you make your payments by Direct Debit (other than a fixed or Boosted Payment Direct Debit) we’ll automatically collect the Recommended Extra Payment as part of your Payment Requested, unless you ask us not to by contacting us. You can pay the Payment Requested using any of the methods shown on your statement. The Recommended Extra Payment amount may change each month so it is important you check your statement.

Q: How long will my Direct Debit take to set up?

Setting up a Direct Debit can take up to 6 working days (not including, where relevant, the working day on which you request it). Please be aware your bank may cancel your Direct Debit if it has been dormant for 13 months.

Q: How do I know if my Direct Debit will take on time?

When you set up your Direct Debit we will tell you if it will be ready in time for your upcoming payment due date. If it isn’t, we will ask you for a manual payment to cover your upcoming Payment Due Date. Your Direct Debit will be ready to take a payment the following month.

Q: How will you communicate my Direct Debit information to me?

Once you have set up your Direct Debit we will send you an email or SMS the next working day advising that your Advance Notice document and Direct Debit guarantee can be viewed in the Online Account Manager. These documents will also give you further information on your Direct Debit set up. We will post these documents to you if you have not provided us with an email or SMS.

Q: How do additional payments affect my Direct Debit?

If you make an additional payment 3 or more working days before your payment due date your Direct Debit amount will reduce by the amount you have paid. We will send you an alert advising you if your payments have changed your Direct Debit amount through the month.

Q: Can I change the date I pay my account?

Yes, you can change your Payment Due Date 3 times a year. The change will always be made AFTER your upcoming payment due date. If you wish to change your payment due date please call customer services.

Q: What is a preauthorised transaction? What happens if I enter into one?

In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction - it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

We will also release the funds once we are made aware of the actual transaction value.

Q: How can I contact marbles?

By Telephone – to report your card lost or stolen call us on:
0333 220 2692* (from the UK)
+44 (333) 220 2692* (from abroad)

For customer enquiries or to make a payment call us on:
0333 220 2692*
To activate your marbles card call us on:
0800 328 2523*

By post – It's normally quicker to call and speak with a marbles card advisor on 0333 220 2692*, however if you would like to contact us in writing by post, please do so at the following address:

marbles Customer Services
PO Box 136
Sheffield
S98 1HB

Q: How do I tell you if I move house?

You can either edit your personal details in your online servicing account or call our customer services on 0333 220 2692*.

Q: What should I do if my card is lost or stolen?

As soon as you realise that your card is missing, please telephone us immediately on 0333 220 2692*. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad please call +44 (333) 220 2692*.

Q: I have received an email from marbles asking for personal details, is this secure?

We will never ask you to supply personal details in emails. If you do receive a request like this or are worried about the content of emails you receive from us, please let us know straight away on 0333 220 2692*.

Q: I need to make a claim on my payment protection insurance. How do I do this?

You should have all the claim information in the packs sent to you. Alternatively you can call customer services on 0333 220 2692*.

Q: How can I opt-out of receiving marketing communications from marbles?

If you are an existing marbles cardholder and you'd like to opt-out of receiving marketing from us, you can log in to your online portal and update your marketing preferences within the Account Settings section, Contact Preferences. Alternatively, you can call us on 0333 220 2692* and we can make this update for you. We will still contact you to service your account. If you don't have a marbles card and you'd prefer not to hear from us, please call us on 0333 220 2692* and we'll make sure that your details are removed from our database. If you'd like your details to be removed from postal mailings in general, we suggest that you register this preference with the Mailing Preference Service at www.mpsonline.org.uk.

We will update our systems with your preference straight away, so you will not be selected in future, but please be aware that you may receive marketing that is already in production, for a few weeks.

Q: I would like to make a complaint. How do I do this?

Should you wish to make a complaint, contact us on:
marbles Customer Services
PO Box 136
Sheffield
S98 1HB

Q: Is it okay for me to use my marbles card to buy things on the Internet?

Yes it’s safe, however you should bear in mind the following:

• Only shop using secure websites (look for the padlock or unbroken key symbol)
• When making a payment online check that the retailer’s internet address has changed from ‘http’ to ‘https’ to ensure the connection is secure
• Ensure that your computer software is up-to-date, and install and maintain antivirus software

Q: What guarantees can marbles give me that my card details are secure?

You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you are unsure whether a transaction that appears on your statement is authentic, give us a call on 0333 220 2692* and we will investigate further on your behalf.

You can also do your bit to keep your identity safe from theft. Always tell us if you’re moving house, keep your statements and receipts safe (dispose of them securely) and never disclose your PIN to anyone else, not even a marbles card customer services advisor.

Q: I am worried that my card has been used by someone else. What should I do?

We have dedicated teams to monitor account activity and intercept any suspicious transactions. If you are unsure whether a transaction that appears on your statement is authentic, give us a call on 0333 220 2692*.

Q: I am worried that someone else may be using my personal details to apply for credit. What should I do?

If you’re suspicious that your personal details may have been used fraudulently, it’s always best to obtain a copy of your credit report.

Get your free Experian credit report online with a free trial of CreditExpert.

Q: What is a one-time passcode (OTP)?

A one-time passcode (OTP) is a unique code that will be sent to the mobile or home phone number registered to your account to authorise certain actions, such as online transactions. The OTP acts like a key, helping to prevent anyone else from authorising these actions.

You should always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person. You will not normally be charged for receiving an OTP.

Q: I don’t have a mobile phone to receive one-time passcodes. What will I do?

If you don’t have a mobile phone, you can download the marbles Card app (if you have access to a device). Otherwise we will send OTPs to your landline.

Q: What do I do if the one-time passcode doesn’t work?

The first thing is to check you’ve entered the right code. If the code still doesn’t work, you can simply request another one.

You should receive your OTP within seconds, in exceptional circumstances, it could take a couple of minutes depending on network coverage. If it doesn’t arrive you can request a new one. If you’re still having problems, contact us.

Q: How do I ensure I can receive a one-time passcode?

We need you to ensure your mobile number and landline are correct so that you are able to receive one-time passcodes (OTP). To check and update your details, login to your Online Account Manager and select Messages & Settings, Account Settings and Personal Details. Alternatively, log in via your iOS or Android mobile app and select More, Account Settings and Personal Details. This also applies to any additional cardholders you may have on your account which can be updated in their section.

Q: What is the marbles Secure service?

marbles Secure is a service offered by marbles in partnership with Mastercard® International. This service offers more secure Internet shopping, using your preferred form of Internet payment – your marbles credit card. The service will assess each transaction and your card details are either automatically verified or, where a transaction is deemed to be high risk, you will be required to provide information for further verification. The marbles Secure service only applies to online purchases at participating retailers.

You will sometimes see the marbles Secure service being called Mastercard® SecureCode either online or in other communications, however these names all apply to the same service which protects your cards online.

Q: Which cards will be covered?

Your marbles credit card is eligible for the marbles Secure service.

Q: How does marbles Secure work?

When you make a purchase online, marbles Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a “Processing….” message after you have entered your payment details. You may be required to give further information to verify your card details.

Q: How does marbles Secure protect me?

With marbles Secure, your transaction is more secure as we use a security system that runs behind the scenes while you shop online, helping to prevent unauthorised use of your marbles card.

Q: Will I need to apply for a new card to use marbles Secure?

No. marbles Secure is designed to help protect your existing marbles card.

Q: How many online retailers currently participate in the marbles Secure service?

Many online retailers are already participating in the marbles Secure service. As the service grows, more will be added.

Q: How much does marbles Secure cost?

marbles Secure is a free service available to all marbles customers.

Q: What browser do I need to use for marbles Secure?

marbles Secure requires the use of the following – Windows Microsoft® Internet Explorer 5.5 and above, Windows Netscape Navigator® 7.1 and above, Windows AOL® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®.

Q: Can I use marbles Secure from any computer?

Yes. One of the great advantages of marbles Secure is that you can use it from any computer connected to the Internet and has a compatible browser.

Q: Where can I view the conditions applying to the use of the marbles Secure service?

To view the marbles Secure conditions, please go to the terms of use page.

Q: I have more questions. Where can I get more help and information on marbles Secure?

For more help and information, call the marbles helpdesk who will be pleased to assist you. The number is on the back of your card.

Q: What if I have software that blocks pop-up boxes?

Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for marbles Secure to operate correctly.

Q: What should I do if I am purchasing online but the marbles Secure summary box does not appear?

We may not think the transaction is risky, or it may be that the retailer does not use marbles Secure yet but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.

Q: What accessibility features are provided on this site?

For more information on accessibility please follow the link:https://www.marbles.com/accessibility/.

Q: Do I need to consent to you using my information to provide me with payment services?

When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you.

Please note that this does not affect any rights and obligations you or we have under the Data Protection Legislation and you may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Notice.

Q: The PPI Deadline has passed

The FCA set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn't make a complaint to us on or before the 29th August 2019, you can no longer claim money back for PPI from us, nor can you raise a complaint with the Financial Ombudsman Service.

Q: What happens if you've complained on or before 29 August 2019?

If you submitted your complaint on or before 29 August 2019, receipt of your complaint will be formally acknowledged.

Within 8 weeks of receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

Please note that the run up to the deadline is likely to have been a particularly busy period for all providers, which may result in your final response being delayed.

Q: What to do if you're unhappy with your final response?

If you aren't happy with the final response, including if your complaint is rejected, or you do not hear back, you should contact us.

If you still aren't satisfied after contacting us, you can complain to the Financial Ombudsman Service.

Q: Exceptional Circumstances

You may be able to complain to us or to the Financial Ombudsman Service after the deadline, if you couldn't complain within the time limit due to 'exceptional circumstances'. The Financial Ombudsman Service hasmore on 'exceptional circumstances'.

Q: Who is NewDay?

On 1 April 2014, SAV Credit Limited became NewDay Cards Ltd and Progressive Credit Limited became NewDay Ltd, part of the NewDay group of companies, one of the largest providers of credit and store cards in the UK.

NewDay is a fresh, new alternative in financial services and one of the UK's fastest growing companies, welcoming over one million new customers last year. We provide credit and store cards for these retail partners: Debenhams, House of Fraser, Laura Ashley, Topshop, Topman, Burton, Wallis, Miss Selfridge, Evans, Dorothy Perkins, Outfit and Harvey Nichols. Our consumer brands include the aqua, marbles and Opus branded range of credit cards.

Q: Who is NewDay regulated by?

NewDay Ltd is regulated by the Financial Conduct Authority, which has replaced the Office of Fair Trading (OFT) as the regulator of consumer credit.

Q: What is Persistent Debt?

The FCA has considered ways in which credit card customers can avoid long term debt. It has introduced new rules which require us to take steps where customers are in Persistent Debt.

From 1 September 2018, we will contact you if over the course of 18 months, you have paid more in interest, fees and charges on your card than you’ve repaid towards the amount you borrowed. This usually happens when you pay only the contractual minimum payment, or an amount close to it, each month. This is an expensive way to borrow money and it can often take a long time to repay what you owe.

We may contact you again 9 months later if you’re still in a similar situation.

If you are still in Persistent Debt after 36 months, the FCA expects us to take action to ensure that your balance is repaid in a reasonable period. In certain circumstances we may freeze your card until you increase your repayments.

Q: What happens if my account falls into Persistent Debt?

The FCA now requires us to monitor your account to check it’s not falling into Persistent Debt. If you do, we will contact you to let you know and suggest ways that you can increase your payments. You can still use your card as normal as long as you stay within your credit limit but we won’t be able to offer you any credit limit increases. If your account is still in Persistent Debt after 36 months we are required to take additional measures to help you pay off your balance in a reasonable period. In certain circumstances we may need to freeze your card until you increase your repayments.

Q: How do I avoid my account being in Persistent Debt?

Regularly making payments higher than the contractual minimum payment will help to avoid your account being in Persistent Debt. To help you do this, we have introduced Boosted Payments. This is a variable higher payment which will clear your balance faster and help you save on interest. You can of course make additional payments whenever you choose.

Q: What is the Bank of England Base Rate?

The Bank of England Base Rate (also known as Bank Rate) is the interest rate set by the Bank of England.

The Monetary Policy Committee of the Bank of England meets around eight times a year to set Bank Rate; their decision is based on a number of factors, including economic conditions.

The Bank Rate has a direct impact on interest rates generally, so we want to make sure you can clearly see how changes to it affect the interest rates you are charged.

If you'd like to know more about the Bank Rate, go to the Bank of England website

Q: Could rates go down as well as up?

The Bank of England Bank Rate can go up or down or stay the same. How it moves will depend on the decision of the Monetary Policy Committee of the Bank of England and their view of a number of factors, including economic conditions. We are creating a direct link between your interest rates and the Bank Rate so that the interest rates you pay will move in line with any changes to Bank Rate .

We will always let you know about the change on the next statement you get following any change. If you pay your full outstanding balance in full and on time every month, there will be no change in the amount you pay.

Q: Is there a maximum/minimum amount the interest rates go up/down?

The Bank of England controls how much the Base Rate goes up or down. We are creating a direct link between your interest rates and the Base Rate. We will always communicate the change, and you have the option to close your account.

The one exception to this is that if the Bank of England Base Rate falls below 0%, the rate will be floored at 0%.

Q: How will you let me know if the Bank of England Base Rate changes?

We will let you know on the next statement you get from us after the rate has changed. You will get a statement from us (either by post or online) each month that there is any movement on your account. If you would like to view past statements and details of your interest rates, simply log in or register for online account services.

If your contact details are not up to date, please let us know. If you have registered for online services, you can do this by logging into your online account servicing and updating them there.

Q: Will you always pass on the rate increase/decrease?

We are creating a direct link between your interest rates and the Bank of England Base Rate so that the interest rates you pay will always move in line with any changes to the Bank Rate. We will let you know your new rate on the next statement you get following any change. The exception to this is that we will not reflect any change to Bank Rate if it falls below 0%.

Q: Will you make additional interest rate changes as well as those to reflect changes in Bank of England Base Rate?

We can still make changes to your interest rates for other reasons as we do already. Changes in your interest rates (which can increase or decrease) can be, for example, because there has been a change in your circumstances. Other reasons are set out in your agreement. See “Can we change the cost of borrowing and other terms?”

Q: Will all the interest rates I pay move in line with Bank of England Base Rate?

Any promotional rates you have (including instalments) will not be affected by any Bank Rate changes. These rates will stay the same for the length of the promotional period or instalment plan as long as you continue to make on your payments on time and don't go over your credit limit.

Q: Do I still get my interest free period?

Any promotional or Purchase Plan rates you have will not be affected by any Bank of England Base Rate changes. Only the standard and cash interest rates will move in line with the Bank of England Base Rate.

Your promotional and Purchase Plan rates will remain the same for the amount of time you agreed with us, as long as you continue to pay your balance on time and don't go over your credit limit.

Q: Which devices does Google Pay work with?

You can use Google Pay on most Android™ devices, as long as they run Android KitKat® 4.4 or above and have near-field communication technology (NFC). More information can be found here:

https://support.google.com/pay/answer/7643995?hl=en&ref_topic=7625138

Q: How do I add my marbles card to Google Pay?

The easiest way to add your marbles card to Google Pay is via the marbles app, if you haven't already, download it today from Google Play. Once in the app, follow the following instructions to add your card to Google Pay:

• In the 'My Card' tab select 'Add Card to G Pay'

If you don't have the marbles app, or prefer to add your card directly from the Google Pay app:

• Open the Google Pay app
• Open the Payment tab
• Select '+ Payment method'
• Follow the instructions to add your card to your Google Pay app

Q: How do I make my marbles card the default card?

Open your Google Pay app and drag the card to the front.

Q: How do I use Google Pay with my phone?

Paying in stores:

To pay with Google Pay, wake up your Android phone and hold it near the reader until you see a check mark.

Paying in apps and on websites:

Select Google Pay at checkout and confirm your purchase.

Q: Is my card information protected?

Google Pay does not send your real card number to the merchant, instead a single-use virtual account number is assigned. Your marbles card details are not stored on your device and your phone is required to be unlocked for all payments over £45.

Q: Can I continue to use Google Pay if I go overlimit or miss a payment?

No, if you have gone overlimit or miss a payment your card will not work on Google Pay.

Q: How much can I spend using Google Pay?

You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

Q: What if I lose my device?

If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on 0333 220 2692* immediately to disable your card in Google Pay. You can use Find My Device to lock it, via the following link:

https://www.google.com/android/find

You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Google Pay.

Q: What if I lose my card?

After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Google Pay wallet will be immediately linked to your new physical card, allowing you to spend via Google Pay whilst you wait for your physical card to arrive.

Q: Where can I use Google Pay? Can I use it abroad?

Google Pay can be used anywhere you see the Google Pay or Contactless icons around the world.

Q: Can I use Google Pay to pay in an app?

Yes, Google Pay can be used anywhere you see the Google Pay or Contactless icons.

Q: Can additional cardholders add their card to Google Pay?

Yes, additional cardholders can add their card to their Google Pay.

Q: Which devices does Apple Pay work with?

• iPhone 6 or later
• Apple Watch; requires iPhone 6 or later
• iPad: iPad Pro, 5th generation iPad, iPad Air 2, iPad mini 3 and later
• Mac: Mac 2012 or later with an Apple Pay-enabled iPhone or Apple Watch, Mac models with Touch ID

A full list of Apple Pay compatible devices can be found at:

https://support.apple.com/en-us/HT208531

Q: How do I add my marbles card to Apple Pay?

The easiest way to add your marbles card to Apple Pay is via the marbles app, if you haven't already, download it today from the App Store. Once in the app, follow the following instructions to add your card to Apple Pay:

• In the 'My Card' tab select 'Add to Apple Wallet'

If you don't have the marbles app, or prefer to add your card directly from the Wallet app:

• For iPhone, open the Wallet app and tap the '+' sign in the top right corner, then follow the instructions to add your card to your wallet
• For Apple Watch, open the Apple Watch app on your iPhone and select 'Wallet & Apple Pay', then tap 'Add Credit or Debit Card'
• For iPad, open Settings, select 'Wallet & Apple Pay', then tap 'Add Credit or Debit Card'
• For MacBook Pro with Touch ID, open System Preferences, select 'Wallet & Apple Pay', then select 'Add Card'

More information can be found at:

https://support.apple.com/en-gb/HT204506

Q: How do I make my marbles card the default card in my Apple Wallet?

Open your Wallet app and drag the card to the front.

Q: How do I use Apple Pay?

Paying in stores:

To pay with Face ID, double-click the side button, glance at your screen, then hold iPhone near the reader. For Touch ID, hold your iPhone near the reader with your finger on Touch ID. On Apple Watch, double-click the side button and hold Apple Watch up to the reader.

Paying in apps and on websites:

On your iPhone and iPad, select Apple Pay at checkout and complete the payment using Face ID or Touch ID. On your Mac, select Apple Pay and complete the payment using your iPhone or Apple Watch. On MacBook Pro, pay using Touch ID on the Touch Bar.

Q: Is my card information protected?

Apple Pay does not send your real card number to the merchant, instead a unique code is assigned. Your marbles card details are not stored on your device because when you pay using Apple Pay the data is encrypted. Every payment you make requires Touch ID, Face ID or a passcode for added security.

Q: Can I continue to use Apple Pay if I go overlimit or miss a payment?

No, if you have gone overlimit or miss a payment your card will not work on Apple Pay.

Q: How much can I spend using Apple Pay?

You can make payments for any amount so long as your credit limit allows, but some merchants apply a contactless limit of £45. Transactions made in-app and online are not limited to a specific amount.

Q: What if I lose my device?

If your phone has been lost or stolen, or compromised in any other way, you will need to call our Contact Centre on 0333 220 2692* immediately to disable your card in Apple Pay. You can use Find My iPhone to set your device in 'Lost Mode' via the following link:

https://www.icloud.com/find

You can then secure it with a new password, or erase your personal data. Your physical card will not be disabled if you request to only disable Apple Pay.

Q: What if I lose my card?

After reporting your card lost or stolen, your new physical card will be sent in the post, and your card in your Apple Pay wallet will be immediately linked to your new physical card, allowing you to spend via Apple Pay whilst you wait for your physical card to arrive.

Q: Where can I use Apple Pay? Can I use it abroad?

Apple Pay can be used anywhere you see the Apple Pay or Contactless icons around the world.

Q: Can I use Apple Pay to pay in an app?

Yes, Apple Pay can be used anywhere you see the Apple Pay or Contactless icons.

Q: Can additional cardholders add their card to Apple Pay?

Yes, additional cardholders can add their card to their Apple Pay.