Why are these changes happening?

The recent global impact surrounding Covid-19 has changed the way people are spending, saving and thinking about their money. We’ve spoken with our customers to understand how we can build services that better suit these new habits and off the back of those chats, we’ve made the decision to discontinue our credit card offering which allows us to focus on our savings services. We haven’t made this decision lightly and we appreciate some customers may be disappointed, but we are confident in the new services we are building to help our customers with their money management.

How long can I use my card for?

You will be able to use your card up until the 2nd of November 2020. After this date your card will stop working and you will need to begin to repay your balance.

How will this account closure show on my credit file?

Once the account is at zero balance and is then closed, this change of status will be reported to the Credit Reference Agencies in our standard monthly reporting cycle.

Why weren’t we informed sooner?

In line with our Ts&Cs we have provided you with 60 days' notice of the product closure. As a reminder, you can still spend on your card until the 2nd of November 2020 though from that date onwards, your card will no longer work, and you will need to begin to pay off your balance.

Where can I find my terms and conditions?

If you are a Tandem Member you can find your credit card terms here and your membership terms here.

If you are a Journey Card user you can find them here.

Can I close my account now?

Yes, we will be able to process this for you over the phone though please be aware you will need to pay off any remaining balance and the payment must settle on your account, before the card can be closed. Also, if you have on open transactional dispute that we are assisting you with, we will not be able to close the account until that is complete. Please call us on 020 3370 0970

Will there be another card from Tandem in the future?

We hope to reintroduce a spend service to our offering in the future but for the meantime, we will be focusing on developing our savings services for our customers.

I have an open transactional dispute on my card. What will happen with this?

We will continue to process your dispute as normal and once the dispute has been resolved, you can then close your account, once any balance has been repaid.

Do I keep my higher IASA rate?

If you are a Tandem Member on the higher membership rate then this will reduce to 0.5% AER on the 2nd November 2020 as outlined in the Notice of Variation email.

What about my Tandem Membership fee in the next two months?

Your final £5.99 monthly fee will be charged on your October 2020 statement.

Will anything happen to my savings account that I have with you?

If you are a Journey Card customer, we can reassure you that nothing will happen to your savings account that you hold with us. If you are a Tandem Member then your IASA rate will reduce to 0.5% AER on the 2nd of November 2020.

If you have other questions, comments or concerns then please feel free to reach out to us in-app or via phone on 020 3370 0970 and we will be happy to help.

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