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Untitled vs Barclays.


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Okay,

 

please excuse the length and probable jump about nature of this post. I'm using this as an opportunity to clarify in my mind all thats taken place so far.

 

my intro post went up here, for those of you looking to see a little background.

 

I've been busy, it'll all become more clear as this goes on.

 

So, on with the show.

 

I've begun the process of addressing the fact that I contacted Barclays nearly a year ago, and I got little to no response.

 

Partly their fault, partly mine...

 

History:

 

07/09/2006:

I contact Barclays to raise an unlawful charges issue.

 

Having worked in a couple of call centres, I am fairly confident on the phone and I must admit I am not beyond flirting to get the desired result.

 

    [*]They give me a ref number 1001####

    [*]I am given the details of a manager at the Customer Services Head Office.

    [*]I am told I will be contacted within 48 hours to confirm the complaint

    [*]I am told that I will receive written notification that the complaint has been raised.

    [*]I am told that I am entitled to, but will need to request & pay for 6 years of statements under the Data Protection Act.

    sidenotes:

    • it is becoming obvious to even the most casual observer that I am borderline bankrupt.
    • Barclays have me paying token payments on a Career Development Loan.
    • Barclays refuse point blank to provide the statements free of charge.
      whatever, I suck it up. I need this to process, and £10 seems money well spent in this case.
    • The benefits I am receiving at the time aren't coming thru in a timely fashion.
    • This means I am not able to make timely payments to the rental agency.
    • I was on prescription Anti-Depressants.
    • As I am on the phone, I store the information in an email to myself

    .....

    Results:

    Barclays do not conatct me by phone within 48 hours.

    Barclays do not write to confirm anyhting.

    Barclays send the statements,on three sheets of paper, in the worlds smallest font. (seriously, were they thinking they'd save money on ink!)

     

    We are really struggling to pay the rent, so her mum says come stay with her. we do, even though this means we will lose all our benefits.

     

    4/10/2006

    Barclay's declare the issue resolved!

    They send a letter to my former address. Obviously I don't get the letter.

    No phone calls have been made to me.

     

    13/10/2006

    I call Barclays for some other matter (A transfer of funds) I suggest to them that they really ought to have called me by now.

    The CSR raises it as a separate issue with corresponding 1001#### number.

     

    08/10/2006

    They send another letter to my former address.

     

    06/11/2006

    Barclays receive one of thier letters back from the new tennants at my old address.

    ----------------

     

    Okay, thats a bit messy, but its the long and the short of it.

     

    I had contacted them several other times during the period outlined, mainly to transfer funds to other accounts.

     

    I had to do this as my principle account had become untenable.

    ---

    Basically, I feel I have enough information to proceed.

     

    As a side note I should mention that Barclays credited my account with £60.

     

    This reflects 2 referral fees, & I presume the extra £10 is for the statements.

     

     

    ___________

    edited:

     

    I removed some of the stuff about depression and the like.

    As you'll see in my letters, basically things got so bad financially that I abandoned my account, my home and went to live with my gf's parents in Denmark.

     

    Things are okay now, but I am still in a position where it would be feasible for me to claim bankruptcy in the UK. (I have been advised to do so)

     

    However, I need to process this claim before I file for bankruptcy, as i worry that any win would have to be turned over to them.

     

    BTW:

     

    I have been told to send my information to:

     

    Barclays Head Office,

    Customer Relations,

    1 Churchill Place,

    Freepost LON13542,

    London.

    E14 5NP.

     

    The Letter saying that I had received a credit to my account was signed by Carole Mounsey.

     

    I will address my letter to her unless you guys know better.

     

    Thanks for reading this, all input gratefully appreciated.

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Hi there

Everything seems to be verbal, you need to get something in writing. I don't think its too late even tho at some point Barclays declared the issue resolved. If you have statements covering the period for which you want to claim, then enter charges onto spreadsheet & send with prelim letter (RECORDED POST) to Churchill Place. Hope this is right. Dar£n, CAZKAT, Tipsy, Saintly, any1??

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Any typos spelling mistakes are due to leprechauns in my keyboard they move the letters around sometimes (amended just for Bookie)

 

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As Moggie says, you have nothing or little in the way of written correspondence.

This is all okay, if you encounter no problems, but as soon as you do, where do you stand, how can you prove you have asked what you claim?

When contacting these people always try to do in in writing [emails ok].

Otherwise you could be waiting weeks, months and achieve nothing.

 

The credit, if recent is more than likely the credit for two paid referral refunds at £30 each.

 

If you have any questions post back here and I guarantee they will be answered quicker than Barclays can answer the phone! lol

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http://www.findmadeleine.com/

http://news.sky.com/skynews/madeleine

 

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Brilliant!

 

Thanks for your responses. It hadn't occurred to me that I should establish the above as fact.

 

I am in the process of drafting my first letter.

 

The CSR I spoke to yesterday offered to resend their last letter (i.e. resolved & £60). But, I declined saying that I would write to them first.

 

Like I say, I will post up a copy of the draft before I send it.

 

I am thinking that I should approach with an SAR first. The account is 10 years old, so I should be able to get every last little bit of information from them.

 

I haven't been able to get an email from them, otherwise I would have simply asked for a confirmation of the above dated facts.

 

(i will tidy up the initial post I made in this thread before monday)

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No worries. I will make that clear.

 

One question I do have that I have so far been unable to find an answer to is whether it is reasonable to request the information in electronic form.

 

I imagine that if I stated that I required it in a large font due to being partially sighted or similar, they would have to oblige.

 

I only ask as a 10 years back log of data entry doesn't sound particularly appealing. A large font would mean I could scan it more easily, and let the computer take a best guess. But, having it sent in a .csv or .xls would make it allot easier.

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okay, here's a first draft.

 

I can't complete it at present as the last details are at home, and I am at work.

 

Dear Carole,

I am formally requesting that you supply me with a complete list of transactions and charges relating to my banking history with your organisation. Alternatively, a complete set of statements for that period will be acceptable.

 

To ensure complete clarity I am asking that you send me a copy of every single transaction that has taken place on my accounts since I opened the accounts. This should cover approximately 10 years.

 

I am aware that Barclays pratices a data retention policy of 12 years. As such, I foresee no reason why this information should not be made available.

Additionally, where there has been any event in my account history over this period which has required manual intervention by any member of your staff, or any other person, I require disclosure of any indication or notes which have either caused or resulted in that manual intervention, or other evidence of that manual intervention in relation to my banking business with you.

 

If you are unable to supply this data because there has been no such manual intervention, then please be so kind as to confirm this in your response.

I enclose the statutory maximum fee of £10. You have 40 days in which to comply.

 

Furthermore, if I discover that you have levied disproportionate penalties against me, then I shall be reclaiming them, and also reclaiming the enclosed £10 Data Protection Act subject access request fee.

 

If there is specific information which you require in order to satisfy yourself as to my identity, please let me know by return mail.

I am aware that Barclay’s used to offer the download of transactions as part of their online banking service. As such, I would be grateful to receive the transaction data as an electronic spreadsheet.

 

I currently have no fixed abode and therefore request that all written communication be sent to me via my parents address as detailed above. You may contact me by email using [email protected] or you may contact me by phone on 0045xxxxxxxx. You should be aware that in order to contact me by phone you will need to call from a line which allows international dialling as the phone is registered in Denmark to my Danish partner.

 

Lastly, following a conversation with XYZ 05/06/2007 I have verbally confirmation that I raised an disproportionate penalties complaint with Barclays 07/09/2006. XYZ went on to confirm that I again raised the issue 13/10/2006 since I had not heard from Barclays. The references for these calls are: 1001#### & 1001#### respectively. XZY has now informed me that Barclays had sent a letter stating resolution of the initial complaint. However, I have not received these letters and respectfully request confirmation that the complaints were indeed raised, and what outcomes Barclays saw fit to call adequate resolution to my complaint.

 

Yours sincerely,

 

me

 

as per usual, I'm extremely grateful for any replies, tips pointers etc.

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