anyone else had the same problem with BARCLAYS

s3758001

hi all

can some advise me what kind of compenstion can i get from Barlcay's?

i have letter in august 2008 from the debt recoveies due to fraud from 2004.

• i closed my account 6 years ago (2002) and i have a letter to confirm this.
• my account closed at nil, again got statements to confirm this.
• i had harrassment calls from them early in the year, which i had to register with the police as the could not prove they were calling from barclay to me or the police and when i called barlcay confirmed they were not trying to contact me and had no details of me.
• they ignored my complaint and redirected me about, got it wrong and failed to contact me back as promised after first registering the complaint when i went back to them for a response

can i get compention for the following:

1. i have had harrasment called from them, over 8 calls a day from them for over a month yet barclays could not confirm any calls made to me when i called from the directory to prove they were not fraud ster called (i did this over 4 times)
2. they would not register my compalint and was finally registered 4 days later from when i first raised this (i have been told by a memebr of staff this is a breach of the FSA obersman guildlines) - this cause alot of grief, stress, money and time
3. not closing my account and letting fraud occur
4. affecting my credit report - unpaid debts
5. threatening to register bad credit to my credit report
6. due to getting bad credit rating i t can now possible cause my job to be at risk
7. breach of data protection as they were clearly sending my information to my addresss on their file (which i have moved away from) after they confirmed closing my account - i gave no permission to send my information after 2002 which they did and sent out cards and pin no's for tohers to access my ac
8. i had post redirected for 12 months from the address and they stopped sending me statements after confirming close of account, if the a/c was still opened, why no statemnts?
9. i was very upset and stressed, as i have been trying to sort this matter out since march 2008 and they are only noe investigation what's happened!!
10. VARIOUS STAFF HAVE BEEN RUDE AND UNHELPFUL, FAILED TO KEEP PROMISES AND THE MANAGER WHEN I FINALLY GOT SPEAK TO HIM AFTER THREATENIG TO CONTACT HEAD OFFICE TOLD ME HE THOGUHT I WAS A PETTY COMPAINT AT THE START SO TRIED TO TO AVOID DEALING WITH ME BUT IN HIS 20 YEARS IN THE BANK HE HAS NEVER HEARD OF HOW AWFUL I HAVE BEEN DEALT WITH AND SUCH A COMPLICATED CASE AND ADVISED ME TO GO TO THE OBERSMAN -BUT WHAT CAN THEY DO

at present i am still awaiting a reponse from barclays as they promise to get to me at the end of the month and i was going to see how it goes from there. i am hoping the have the correct complaint.... but we'll see

anyone experience anything like this or got any idea what i should do?

Extant

If you have an ongoing complaint which is currently being dealt with by Retail Bank Customer Relations, wait to hear back from them with a resolution to your complaint.

If you are unhappy with the resolution offered by RBCR, you can then progress to the Financial Ombudsman.

As for getting money, we have guidelines for discretionary gestures of goodwill. I will not disclose them to you, but they are not a great deal.

Unless you can somehow evidence financial loss from this, then you're not going to get very much from us.

CLAPTON

have you made a written complaint to barclays
and did you send it by recorded deliery
they have 8 weeks to respond... after this you can complain to the Financial Ombudsman... it best to get a final response letter from them beforehand


If you do write to the Ombudsman I would suggest you make your case a little more clearly as there are several points of your post I don't understand

like:

is it barclays phoning you or a DCA?
it what way did fraud occur ... did you suffer financial lose?
does you credit report show unpaid debts related to barclays?

Redemption

BarclaysManager wrote: »

If you have an ongoing complaint which is currently being dealt with by Retail Bank Customer Relations, wait to hear back from them with a resolution to your complaint.

If you are unhappy with the resolution offered by RBCR, you can then progress to the Financial Ombudsman.

As for getting money, we have guidelines for discretionary gestures of goodwill. I will not disclose them to you, but they are not a great deal.

Unless you can somehow evidence financial loss from this, then you're not going to get very much from us.

Well, I hope this is intended as a "Helpful" statement of fact rather than an indication of the attituted of a typical Barclays Manager!

I while back I had a serious complaint about Barclays. I progressed this through the so called customer relations departments and got the brush off in a "final letter". A friend (a retired manager from another bank) suggested writing the the CEO John Varley. To be honest I thought this would be a waste of time but I spent a wet Sunday afternoon composing a 1.5 page letter and seperate list of bullet points. On Tuesday morning I was phoned by a senior manager form "Mr Varley's office". He listend carefully to what I had to say and told me he would refer the matter to the "high profile complaints department". A week later I was called from that department and we agreed a settlement of the biggest single part of my complaint at several thousand pounds. Thereafter things did not go as well....

Amazingly, they repeated one of the same mistakes so I contacted Varley's office again. OK, they got the new problem sorted PDQ but I felt they then decided to give me the run around on the list of more minor issues. I got the impression they thought "we've paid this bloke off once now let's P*%$ him off and hope he goes away". It was passed to a much lower "customer relations officer" who tried to kick it about and lose it. They picked the wrong person as by now I was on a mission!

I set about making this man's life hell. It didn't take long to get his direct email, phone number, his boss's number and email or find out that he worked unusual hours. I extracted about seven discretionary payments, bit by bit, then had the last laugh. The finally agreed my last point (which they spent 8 month disputing) but miscalculated the amount they owed me by about £800.

He agreed my figures but refused a further "goodwill payment" as I have had plenty already!! Needless to say I got straight on to his boss asking why they expected a discount for cocking up in bulk. They rounded it up to £1000!

The moral, never give up and have no sympathy for these so called "custormer relations people". The are nothing more than a paid liar.

s3758001

as a reply to clapton, i have had barclay's calling me over a month but could not prove to me or the police that they were geniune and not fraud.

i went to barclay's over 5 times to ask if they had records of me but they all said they hold no information of me and they were definately not calling me. (although the accounts were open at the time, which just show's the incompentence of the staff, had they found my details, this matter would have been resolved over 6 months ago)

i lost over 4 hours of my life on the phone trying to sort this mess up, an addtional 4 hours in the bank, explaining the issue again and again, so yes, my phone bill on the mobile alone on a 0845 was a fair bit. so yes my time and money was wasted with barclays trying to get a complaint register.

In addition, yes i have had my credit report affected and marked. i aslo had a numebr of letter threatening from the debt recovery agency.

the fraud occured because they sent out my switch card to a address i no longer lived at and sent the pin number there. my confiendtial information were all posted out to enable fraud to occur on the account. had they closed the account as requested this would not have happened.

they never sent statements out although the account was still open, so i didnt even know it was a active account as i assumed it was closed as they had written a letter to confirm this and never sent another statement to me.

Extant

Redemption wrote: »

Well, I hope this is intended as a "Helpful" statement of fact rather than an indication of the attituted of a typical Barclays Manager!

This is simply how the system as a whole works. I have no idea of how the day to day complaint logging processes of Barclays currently work.

The moral, never give up and have no sympathy for these so called "custormer relations people". The are nothing more than a paid liar.

Better a paid liar than someone who just lies on the internet, I suppose. We don't have a "high profile complaints department" and we don't have "customer relations officers".

High profile complaints, such as those relating to politically exposed people, celebrities, media issues, etc. are dealt with by UK Banking Risk and Legal & Litigation, sometimes together, depending on the content of the complaint.

It was an amusing read, though!

Redemption

BarclaysManager wrote: »

This is simply how the system as a whole works. I have no idea of how the day to day complaint logging processes of Barclays currently work.



Better a paid liar than someone who just lies on the internet, I suppose. We don't have a "high profile complaints department" and we don't have "customer relations officers".

High profile complaints, such as those relating to politically exposed people, celebrities, media issues, etc. are dealt with by UK Banking Risk and Legal & Litigation, sometimes together, depending on the content of the complaint.

It was an amusing read, though!

Well, either you don't actually work for Barclay's or your organisation is even worse than I thought. OK, my issues were with investments and not retail banking and did relate to a substantial sum.

You may also be right about not having "customer relations officers". Amazingly they all used the title "Senior Customer Relations Officers" which is even more of a joke. I dealt with four people who used this title and three who used the title "Manager". They were located in Peterborough, Richmond, a small office near the Tower of London (where I would love to have sent them all!!) which closed mid way and moved operations to Churchill Place.

No, every word of my account is true and I could add a lot more detail. So, if you really are a senior Barclays Retail Manager you are remarkably ignorant about how other parts of your organisation works. If you would like to prove who you are to me then I would be willing to provide further details. There is a great deal on file!

Or, should I add being called a liar by a member of staff to my list of complaints about Barclays?

Redemption

BarclaysManager wrote: »

I have no idea of how the day to day complaint logging processes of Barclays currently work.

Really? You don't seem to know much about the company you claim to work for do you?

What happened to the age old concepts of "The customer is always right" and "Nobody ever won an arguement with a customer".

Do you ever think back to the days when the bank manager was regarded as a respected professional person, perhaps only a tiny step down from the family solicitor, doctor and the local vicar? In about 10 to 15 years you, as a trade (not profession I might add), have moved to a position where most of your customers regard you as money grabbing, dishonest salesmen - at best!

pasti

As a manager within RBCR all complaints are dealt with on their own merit and on an individual basis. I suggest you send a letter regarding the complaint outlining exactly what you are looking for from the complaint resolution so that we get it right first time and you don't have to keep coming back saying that the resolution is incorrect. Depending on the amount of compensation you are looking for will depend on what evidence of loss etc you need to provide.
The FOS will not take the case on until we have come to a point of deadlock at which point they will ask that a final response is issued.
TBH I cannot believe that branch ignored the matter at first. I hope you get this matter resolved and if you need any further assistance with the matter please don't hesitate to contact RBCR or the number that is provided on the acknowledgement letter.

Oblivion

BarclaysManager wrote: »

As for getting money, we have guidelines for discretionary gestures of goodwill.

No doubt the guidelines determine whether the customer gets a one finger or two fingered gesture. :rolleyes:


Dave.

Scousebird_2

BarclaysManager wrote: »

This is simply how the system as a whole works. I have no idea of how the day to day complaint logging processes of Barclays currently work. Better a paid liar than someone who just lies on the internet, I suppose. We don't have a "high profile complaints department" and we don't have "customer relations officers". High profile complaints, such as those relating to politically exposed people, celebrities, media issues, etc. are dealt with by UK Banking Risk and Legal & Litigation, sometimes together, depending on the content of the complaint. It was an amusing read, though!

I have seen you say that Barclays don't have Customer Relations Officers/Advisers a few times on the Forum and please excuse me for being pedantic but in Retail Banking Customer Relations when you are a B3 grade employee-what is your job title??? Only I seem to remember that being a Customer Relations Adviser-(well certainly those based at Leicester are and I have a letter in my files at home to this effect), and they are responsible for sending out the Acknowledgement letters/notice of investigation letters within 5 days of the complaint being logged I seem to believe, unless of course the concern was resolved within two working business days. But then I may be wrong. Although somehow, as much as I am not perfect...I don't think I am now. Although in your support-once a complaint is logged at the branch on CRM-unless it is a direct complaint against branch proceadure or staff attitude then I suppose you don't have much involvement in implementing the exact FSA guidelines on Complaints Resolution (in the DISP section of the FSA handbook) and therefore you cannot be blamed if you have been misguided on this. I just read your post and felt it was a little abrupt.

Apologies if I sound the same.