I am hoping to get some advice as to how to proceed with my complaint regarding barclays bank charges on my account.
Since my original account was upgraded to a First Additions account in 2006 with a personal overdraft I was under the impression at the time that increasing my overdraft limit incurred fee's onto the account and was paying initially £5 per month until upgrading in 2006 with a larger limit for £11.50 per month.
My account was upgraded again to £14.50 a month (additions plus), and i cannot recall if this was automatic or whether I was given an option at some point by a barclays staff member.
I can assure you that I did not need any of the packaged services on each of these account; did not use any of the services provided as I wasnt even aware of them until finding out on online banking which is when I phoned barclays to remove all of them, as I was unable to over the internet - upon speaking to an advisor at barclays I explained that all I wanted was an overdraft and I wasnt happy that I was paying for services that I didnt need... He then referred me to the complaints department and after many weeks I have been given a lengthy questionnaire regarding an 'initial investigation' conducted by Barclays.
I note in the questionnaire notes it states: "You held a non-fee paying account from July 2002, until you upgraded in July 2006 indicating you were aware of the account and that it was not necessary to pay a fee in order to have a current account"
I would like to note that this account was opened with my Grandad at the time, as he introduced me to Barclays originally and I was merely present and not fully understanding of the circumstances.
The investigation notes go on to say "You used your overdraft after you upgraded your account and this shows that you were aware that you had this facility as part of your packaged bank account".
"You previously had an overdraft which you used before you upgraded in 2006. This shows that you were aware of the benefits of this account and that it is not necessary to pay a fee in order to have a current account with an Overdraft".
The extent of the 'products & services' that were bolted onto these accounts were unknown to me at the time, and over the years bumped up the monthly fee's from £5 to almost £15.00 - I stress again that these services aside from not being disclosed to me, were practically useless for me in the circumstances that I was in and most therefore rendered useless.
I feel that the response from Barclays indicates that they feel I should have known about the cause of these charges, without entertaining the fact that I was not fully informed about the product I was being sold. I wanted an overdraft with an increased limit, that was all.
I really hope I can get some advice on how I should proceed with this case, do I fill the questionairre in and send it back? They have said they will proceed with the investigation using their information without me returning it either way...
Thankyou in advance for your help.