Barclays - Fraud caused by Customer relations team!

[Powlo1]

Hi all.

 

Wondering if I could get a bit of advice here on a situation I'm facing with Barclays.

 

Basically I called on the morning Thursday the 7th due to dodgy transactions on my account, the card was cancelled and a temporary credit applied to my account (I've contacted the police etc). I was told that my new card should me with me Saturday or Monday at the latest.

 

Come Monday - no card! So I call them on Tuesday and they say the system was slow and to allow until Thursday, if it hadn't arrived by then I was to call up and they would cancel the card that I had not received and send a replacement out as a priority delivery.

 

Bang! Come Thursday afternoon - no card! I call up customer relations, and speak to a guy who tells me that it has to be given until Friday and thats the banks policy (I find out this was not the case at all!) he says he's checked with Debit Card Services and the cards been sent out and that I should receive it on the Friday.

 

Low and behold, come Friday - still no card! I call up the bank and speak to another Customer Relations/Response member who ordered me a new card and cancelled the one that I didn't recieve - while on the phone and checking online banking, we discover that the card I didn't recieve had been used online and over the phone on the 13th and 14th! Something which the advisor that I spoke to on the Thursday should have noticed and could have stopped it.

 

Its at this point I'm fuming and the advisor tells me that he could have cancelled the card as he was supposed to (notes were left by the manager on the Tuesday) and now I have to wait until these other fraudulent transactions that were made with the missing card debit from my account before I can dispute them or do anything - Leaving me currently £200 out of pocket.

 

Basically I want to know where I stand and what, if any, other options there are! And I'm still without a card!

[rebel11]

Hi Pow

 

Write a Formal Letter of Complaint mark it such. Explain whats happened, how they have let you down (card wasn't stopped) and what you want them to do.

 

Send it to :-

 

Bob Diamond, Chief Executive

robert.diamond@barclaysplc.com

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

 

Please let us know how your problem has been resolved, it could help fellow Caggers.

 

Here some more info:- http://www.consumeractiongroup.co.uk/forum/content.php?834-Fair-Treatment-for-Credit-Card-Holders-and-Borrowers

[slick132]

Hi Powlo,

 

The FSA have made it clear that any fraudulent transactions must be be refunded to a customer's a/c without delay unless the bank can prove the customer either :-

 

1. Authorised the transaction.

 

2. Acted fraudulently or was grossly negligent.

 

The FSA Guide is here. See page 17 - http://www.google.co.uk/url?sa=t&rct=j&q=fsa%20current%20bank%20account%20fraud&source=web&cd=1&ved=0CJEBEBYwAA&url=http%3A%2F%2Fwww.fsa.gov.uk%2Fpubs%2Fconsumer_info%2Fknow_your_rights_guide.pdf&ei=u53fT7OBK9Sf8gOkoLGOCw&usg=AFQjCNGrzI7dW2Oo40FQ0-BnN-CdXWYuTA

 

See a similar case here - http://www.consumeractiongroup.co.uk/forum/showthread.php?354518-Can-anyone-please-give-us-some-advice&p=3875676&viewfull=1#post3875676

 

Don't call the bank about this and, if they call you, tell them to put anything they have to say in writing. Keep it all in writing either by letter or by email.

 

That way, you have a clear papertrail.