Terrible terrible terrible. But its not just Sainsbury, its the whole financial sector in general. The customer is not important! The shareholders are, so as a result the customers all have to suffer with terrible service, which frustrates the staff because all they are doing is dealing with frustrated customers and low and behold we have a really bad feedback loop. My best advice is to use the online portal and send them a message as a complaint. Takes a little longer but you also usually get £25 if you are persistent. I’ve had endless problems including them barring my card in one of their shops as suspected fraud and even that took 2 days to sort out.