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I Cant Catch A Break... Barclays Poor Service!


fkofilee
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I need advice about Sharkleys as right this moment im fuming.

Also though, please feel free to comment on my Natwest thread that im about to post.

 

Once upon a time, I joined Barclays (More closer to Feb 2013), and decided to make it my new banking home. I thought all was well until i received 2 cash account cards (Not even Visa Debit based cards) which to me annoyed me.

 

At no point during the conversation i had back in Feb did they mention to me anything was wrong with the accounts themselves. (Youll see what i mean in a minute)

 

Once i realised this had happened, I contact their complaints team straight away. We had a long indepth conversation and eventually i proceeded to make a formal complaint. They contacted the branch but they didnt answer and eventually had to override this element of the complaint... The only resolution they would offer would be closing my accounts with no further damage to me.

 

I personally went into branch and spoke both the manager and also the guy who sold me the account. I took the paperwork with me and they were both shocked. The paperwork made no mention of a "Cash Card Account" and mentioned Current Account only in most of the T&Cs as well as the products applied for.

 

So much so eventually the manager pulled the banker aside and said got very annoyed. She came back out an apologised profusely for the monumental mistake and advised it wouldnt happen again. She promised to try and make it up to me.

I refused and went on my way. But the last thing the agent said to me was, "We dont inform you if you dont pass our basic checks for a standard current account".

 

I continued on with current banking provider at the time, and decided in April to enquire with Barclays once more to see if they had got a little better. And this is where things started alright... for 6 months, everything seemed to be Hunky Dorey and i didnt have a qualm. (They had actually got everything correct this time around and they were precise and upfront.. . The manager was even happy to have me back)

 

Then, in a previous thread, i mentioned about Barclays and their CS... One of their staff calling me an idiot. This went one step too far and this has now developed into a full fledged complaint that has been back and forth. This was in October

 

The original resolution was to be an internal enquiry and no further action to be taken as far as resolving my complaint. However I said I wasnt happy and wished to take it further because at no point should I be spoken to in they way i was.

 

So I went to the next level... I had prepared a SAR request for a copy of the call transcript. (Youll also see why in a minute)

Along with a £10 postal order, I went into branch and asked them to confirm the address i needed to send it to. I get a ditsy blond that had no clue... and advised she would have to speak to her manager. (Same bank manager as before)

When the manager came to see me i told her and she said good on me and pointed me to Customer Relations. (21st Oct)

In branch they rang CR and asked them. (Disty blonde did anyway) and they advised the process was incorrect. I had to do a "Status Enquiry" request which as they were Barclays and knew their systems and processes better than I do, I followed along.

They then also said i didnt need the postal order and the £10 would be debited direct from my account.

 

So i left it. Expecting it to take up to 40 days, i let Barclays do what they needed it to do, But on the status enquiry form i had to fill in, I was very clear... I wanted a copy of the call transcript and also any relative information along with all statements to date, seemed simple enough. I also specified the account for it to come out off.

 

7 days later i get a strange letter from them stating that this is their opinion on me.

 

"We believe that Fkofilee will not enter into any arrangement that he or she cannot fulfil. "

 

Something completely different to what i requested, So i was straight back again to talk to their complaints team. Also Barclays advised that they can only take the £10 out of an account that isnt associated with the account i was requesting the "Status Enquiry" on. (This is more a trivial part later)

 

They took the £10 from the wrong account. Their complaints team took this with high priority and had it resolved within 30 mins. PAid me back my £10 from the account and gave me £20 "Goodwill Gesture" (I hate that phrase :mad2: ) and advise me the CORRECT process to register a SAR. So on the 8th November i went straight back in and did it the correct way. Now this part will continue in due course but now onto the next part. (40 Calendar days)

 

Direct debits. I spoke to Barclays to cancel a DD that i didnt want to go out any more and it was cancelled direct with the company too and they were happy as they were paid up to date. However Barclays ont he due date permitted payment although the company in question HAD NOT requested it!!! Pretty simple this part but Barclays confirmed they had balls up again and had decided to give me £60 "GWG" again for calls and also the situation.

 

On the 28th of November, I had made 3 payments to Vodafone, Metrobus (Local Travel) & Southern Railway (A lot of money was involved here , travel etc) they were all processed and debited from my account. i thought everything was fine and they appeared on my statements online. However... on the 4th of December i suddenly find a huge credit in my account that i cant work out for any reason... I enquire and Barclays say "Well we dont know" then it twigged the amount was the same as the 3 payments. So i ask them again and they say "They haven't taken or requested the payments"

 

It gets better! When i speak to the companies they have been given 3 x authorisation codes which means they were given the rights to my money. Strange i thought! Then it twigged... when i received a letter on the 12th December stating that the 3 transactions were held under "Fraud Guard".... They wouldn't be released for another 14 days. (Thats right 28 full days after the payments were originally authorised. Barclays then mentioned that they had held them because my card had been cancelled on the 30th after i got another card made up in branch. (I sat on it and it snapped)

 

I kicked off big time because i got a phone call from Vodafone threatening to terminate all the agreements i have... I have my family with them in my name... I found it strange though as they had got what they wanted... But the pushed it down to me to fight their battle against Barclays for money they were owed. I had to fight tooth and nail person after person kept telling me the funds will be released in "Due Course" (14 days, which is no good if Vodafone cut me off)

 

Next I complain AGAIN and they pull their fingers out and the funds get released there and then!! And im happy. but yet again they offer a "GWG" of just £30 because they feel its more "My fault" for cancelling my card.

 

The last trivial part of this is going back to the SARs request and closing an account with them. The account issue is quite simple. I wanted one of my current accounts closed so i went into branch in Redhill, they asked me why i said i don't want to say and they said, its closed for you. I log on line on Monday to find its still open and ring and speak to someone again from Customer Relations and they say that its a mistake by branch and they will sort it but till this day 5 days later they still havent gotten it closed. A "GWG" of £50 again for a monumental cockup and being indirectly called a liar by their staff again.

 

My credit file aswell!!! That £10 hey took from the wrong account was registered on my credit profile. They couldnt "See" the information they reported on to amend... Oh i give up with that part.

 

Finally the SAR... I speak to them to ask where is it? I delivered it to branch and they put the address on it and sent it off (I saw them do it). This is 48 days later and they still havent fully completed the complaint... and my SAR request... Apparently its been "Lost" by branch...

 

I have now got to the point of just wanting to wrap my hands around the neck of the next Barclays employee...

 

- Do I have a case for BCOBS?

- If so, how do i go about this and do i need to send a "Letter Before Action?"

- What should i take into account for this SARs Complaint as a reasonable resolution?

- If you have seen my Natwest Complaint on my other thread... Who should I stay with?

- If I take them to the Small Claims and i decide to stay with them if Natwest screw up, Whats the chances they will withdraw my banking facilities?

Edited by fkofilee

 

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Hi Fk,

 

There are several aspects to your complaint and this complicates matters.

 

Taking court action using BCOB's should certainly be preceded by a LBA but I'm not sure this is your best move. Remember, if you take court action against anyone, the onus is on you to prove your case to the satisfaction of the judge. As the bank has already made several GWG's, I'm not sure you would end up being awarded any more than they've already paid you and this could leave you exposed to the bank's costs in defending.

 

If the outstanding SAR is your main gripe, send them a SAR Non-Compliance letter from the Library giving them a set time to produce the required data, failing which you can make a formal complaint to the ICO.

 

See what others think too .................

 

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Hi Slick

 

See that's what I thought... The SAR compliance was going to be the next step before hitting them with a LBA.

 

The problem being is that The SAR team within Barclays didn't receive although the branch did.

 

To me when sending the noncompliance, it complicates mattered even further.

 

As you can see I've been through hell with them...

 

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I'd address a SAR Non-Compliance letter to their Knutsford Office - http://www.consumeractiongroup.co.uk/forum/showthread.php?208-Email-or-contact-details-for-Barclays&p=3931922&viewfull=1#post3931922

 

Tell them your previous SAR was hand delivered to your branch in xxxxx, and you enclose a copy of that SAR.

 

I'd enclose a £10 PO or cheque payable to Baclays Bank PLC, so they can't take payment from the wrong place.

 

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Fine, that will show in the copy letter that you'll enclose with your new SAR Non-Compliance letter.

 

As long as you're not paying twice, that's fine.

 

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I sat on it and it snapped

 

Is this a wind up? Full marks for effort then :???:

 

If not, then the only thing I add is that with direct debits the bank only acts on the companies instruction. The company would have "initiated" the payment. (Perhaps you cancelled it too close to the payment date at which point it's too late to cancel).

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It's not a joke CagBmn... It actually happened. Also Barclays confirmed they were at fault but because it is a *business secret* They won't tell me what happened ..

 

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I agree with slick that it might be a bit risky going to court, however, there is no reason why you couldnt make a FORMAL COMPLAIN Head your letter as such as send it to their head office.

 

Bullet point your complaint in order to tidy it up a bit - they will have 8 weeks to resolve or issue you with a Final response letter. Then you could take your complaint to the Financial Ombudsman. It is a long winded route I know, but you might get some satisfaction, if not only from the knowledge that the complaint to the Ombudsman will be charged to the bank :)

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I already have received a final response letter from them about the fraud transaction issue but would also like to collaborate it into one super final letter.

 

I know.. £500 for a case referral to the ombudsman... Yet the bank know this and still allow this to happen.

 

I'm running out of energy and even I have a lot of tolerance.

 

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Hi Fk,

 

The trouble with your idea of "one final super letter" is that your first post above is far too long and convoluted.

 

You need to restrict any current complaint to matters that remain unresolved, or unresolved to your satisfaction.

 

As CB says above, make a Bullet Points list with dates and brief events, to enclose with your "super letter".

 

I still suggest you send the SAR Non-Compliance letter first, to see if they supply your data as required.

 

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No I meant the letter to come from barclays end not mine. I want them to summarise the whole experience from their end and want it to be the final response. I want to show how barclays have treated me because I honestly believe this isn't fair!

 

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What is it you want from our Templates - is it not in the Library link above ?

 

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We could do with some help from you

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Yep... Do not have permission

 

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I'll report this to get it sorted.

 

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Update for you: They have agreed to expedite my SAR request and do it FOC.

I'm emailing it in this afternoon, but I'm going to let them take the 40 days for it again.

 

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