Barclaycard Call Centre - Help please

Catseyez

OK...in a nutshell, Barclaycard recently messed up a Balance Transfer and ended up placing a charge on the card, which I hadn't been advised about.

After asking Barclaycard to listen to the voice recording, they agreed that I hadn't been informed of the charge and I was told that the charge would be refunded and would appear on my next statement.

It wasn't...

I called today and asked why it hadn't appeared...thinking (stupidly) that perhaps it was just a delay in the admin.

The operator was most rude and virtually insuated that I was lying about the whole thing. Said she couldn't understand why the operator who had agreed the refund, hadn't put it through! There wasn't even a note on my details to say the refund had been agreed!

To be honest, it won't surprise me if it doesn't appear on my next statement. I will be extremely cross as my 0% runs out April 1st and if it's not taken off, it will start to gain interest. But more importantly, they have said on two occasions now that it will be refunded and they should honour it.

I've been logging the times I have been making the phone calls. Thankfully they have a voice recorder so everything is on tape!

Does anyone know, or tell me where to find, the legalities surrounding verbal contracts? I was under the impression that if a company tells a customer that they will do xyz, then they are legally obliged to carry it through?

Can anyone help, I'm getting to the point of dispair!

peawack

Verbal contract ? Not worth the paper it's written on.

grumbler

Catseyez wrote:

...Does anyone know, or tell me where to find, the legalities surrounding verbal contracts? ...

You aren't going to take Barclaycard to court, are you? I think this is a matter of internal Barclaycard investigation. I think good letter of complaint with all facts could help: Complaints. Send it by Recorded mail.

Catseyez

Thanks Grumbler.

No...I wouldn't go to court! I would just like to have all the facts in case they don't follow through this time.

I have that link to the complaints department and yes, they will be hearing from me. I was more angry with the way the operator made me feel on this particular occasion.

None of this would've happened if HSBC hadn't taken so long with their application in the first place!

FatJock

Hello, I'm new to this site and if no-one minds I think I can provide some insight in Barclaycard and how they operate since I used to work for them.

Basically, from what I can remember the majority of calls are logged/recorded for training and legal purposes. Call Center Staff should in theory make a note on all customer calls they deal with (even for minor things) and for reference.

You need to ensure you get the name of ther person you are speaking too and insist that they make notes on your account, If they dont then its your word only and a !!!!!! to prove otherwise. As a simple trick I'd ring then, explain to them what the problem/issue is and ask them to amend your account details to reflect the conversation and then ring them 15 minutes later to ensure your account details have been updated.

Please do not get short with the operator(s) as they have to right to terminate the conversation if they think they are being abused. Also if you do get short and demand to speak with a supervisor then chances are they'll only pass the call to the person next to them and you'll end up going round in circles.

As for the legality on verbal agreements - don't waste your time, taped telephone conversations can be wiped easily. I'd strongly advise that you contact them and immediately advise them that you want to speak with their supervisor. Once you explain the problem to them then I suspect they will action quickly and you'll have the result you need.

Hope this is useful.

Jock

Catseyez wrote:

OK...in a nutshell, Barclaycard recently messed up a Balance Transfer and ended up placing a charge on the card, which I hadn't been advised about.

After asking Barclaycard to listen to the voice recording, they agreed that I hadn't been informed of the charge and I was told that the charge would be refunded and would appear on my next statement.

It wasn't...

I called today and asked why it hadn't appeared...thinking (stupidly) that perhaps it was just a delay in the admin.

The operator was most rude and virtually insuated that I was lying about the whole thing. Said she couldn't understand why the operator who had agreed the refund, hadn't put it through! There wasn't even a note on my details to say the refund had been agreed!

To be honest, it won't surprise me if it doesn't appear on my next statement. I will be extremely cross as my 0% runs out April 1st and if it's not taken off, it will start to gain interest. But more importantly, they have said on two occasions now that it will be refunded and they should honour it.

I've been logging the times I have been making the phone calls. Thankfully they have a voice recorder so everything is on tape!

Does anyone know, or tell me where to find, the legalities surrounding verbal contracts? I was under the impression that if a company tells a customer that they will do xyz, then they are legally obliged to carry it through?

Can anyone help, I'm getting to the point of dispair!

barclaycard_barbs

Hi.

Sorry we've managed to make life so complicated on this one. I've PM'd you my direct line and we should be able to get this sorted quickly.

Regards

Barclaycard Press Office

Slayerx

From experience of working for a bank, if there in a call centre calls are recorded and if he/she said they would do a refund then I would ask for a supervisor and provide the time date of call so they can listen to it.

CIMA_LOVER

barclaycard_barbs wrote:

Hi.

Sorry we've managed to make life so complicated on this one. I've PM'd you my direct line and we should be able to get this sorted quickly.

Regards

Barclaycard Press Office

Hi barclaycard_barbs, I have PM'ed with some questions. If I could reply, I would be most greatful.


Thanks.

CIMA_LOVER

Hi Barclaycard_barbs,


Are you from Barclaycard?? Please could you tell me how I can upgrade my card from a gold visa to a Platinum Visa???

Is there a mininum credit limit required???????

I have contacted Barclaycard several times throught My Account contact us page, but they just tell me the following.

1) That there is no minimum credit limit required for an upgrade from Classic to Gold or Gold to Platinum account.

And when I ask them to upgrade my account they just say, that im not eligible for a upgrade at the moment, and to try after 3 months.!!!!!!

Im at my ends wit with them now!! :mad:

I dont care if I cant upgrade, but would be nice to know why. Also is there a minimum credit limit required for an upgrade from Gold to Platinum?????


Thanks