warning for any one who has the barclays monthly saver - check your statement

zzzLazyDaisy

Thanks to this thread I discovered that I could have monthly statements, so I phoned the number on the letter I got when I opened the account. What a nightmare - it took me about 15 minutes to get the girl on the other end to understand what I wanted.

Whether the monthly statements actually appear remains to be seen, but I'm not filled with confidence.

anna42hmr

barclays customer service leaves a lot to be desired, called them today for an update, and still no info they have advsied also that as it has gone fos they will not liase with me now, only via the fos as they are "not allowed" which i have confirmed with the fos this afternoon thats a load of rubbish! 5 months since i complained to barclays still literally no response at all!!!! (desoite it even going to their head office on the 5th august!

Rob_07

Hi,
I am going through the exact same thing, i remember reading your thread pretty much when you first posted, my case is also with the FOS after no final response from Barclays, i gave them lots of last oppurtunities before going to the FOS but the complaints team said nothing they can do all complaints are dealt with in order recieved and they have a massive backlog.

Reffering to the FOS attracts a fee of around £300 - 400 for barclays, it is absolute madness on barclays part allowing complaints to get past the 8 week point as they must know that a certain proportion will refer to FOS.

The thing that maddens me the most is that the advisor i spoke to initally in savings and investments agreed with me that the interest had been calculated incorrectly and they had the oppurtunity to put it right then, instead they are taking unacceptable amounts of times to resolve this and are only causing a customer to become disgruntled.

Hopefully we will get a FOS rulling shortly.

Rob

anna42hmr

Rob_07 wrote: »

Hi,




The thing that maddens me the most is that the advisor i spoke to initally in savings and investments agreed with me that the interest had been calculated incorrectly and they had the oppurtunity to put it right then, instead they are taking unacceptable amounts of times to resolve this and are only causing a customer to become disgruntled.

Hopefully we will get a FOS rulling shortly.

Rob

thats exactly what 2 advisors have advised me as well, that there was an error in changing the rate but they personally couldnt do anything to sort it but the complaints dept could

trouble is i called the fos tonight to see if they had any update as barclays basically couldnt/wouldnt advise me anything and they advised me that they too have a backlog and mine was waiting allocation to an adjudicator (though they have asked barclays for info in the mean time) fos are apparently working on a back log and are up to referrrals from may so i am not holding out a lot of hope for a quick resolution.

as soon as my account matures in november the money will be straight out of barclays and will never open an account with them again. will keep the e saving account that i opened to get online access, so i still have an account with barclayys so any interest refund can be put into that, but the moment the complaint is sorted that account will be closed too.

i have been given a name of the CEO of barclays on this thread http://forums.moneysavingexpert.com/showthread.html?p=25335845#post25335845 so have emailed him today, fingers crossed may get somewhere, you may wish to try that route to.

Rob_07

Hi,
I sent an email last night to John Varley and today recieved a phone call from Barclays Head Office, they have appologised for the mistake in not taking the oppurtunity at 8 weeks which i gave to them on numerous occasions to resolve the complaint and we have come to an agreed settlement in terms of compensation for the inconvienience caused.

Rob

anna42hmr

thats good, at least you have it sorted now, will have to see if they have tried to contact me when i get home tonight, no calls received on my mobile number though

anna42hmr

had a message last night, have called the advisor this morning and she is going to send me some papers in the post, appears that issue may have been an error on the statements and only 1 day where was paid wrong so very little loss in interest. she will send so i can see their calculations.

i am thinking of asking for £20 from them compensation to reimburse the costs i have had in chasing up a response (2 recorded delivery letters and over 10calls if not more over the past 5 months, and i there has only been a slight error or none at all, that could have been cleared up sooner without me having to chase and result in emailing the ceo

Rob_07

anna42hmr wrote: »

had a message last night, have called the advisor this morning and she is going to send me some papers in the post, appears that issue may have been an error on the statements and only 1 day where was paid wrong so very little loss in interest. she will send so i can see their calculations.

i am thinking of asking for £20 from them compensation to reimburse the costs i have had in chasing up a response (2 recorded delivery letters and over 10calls if not more over the past 5 months, and i there has only been a slight error or none at all, that could have been cleared up sooner without me having to chase and result in emailing the ceo

Hi,
I'm gald to hear that they have got in touch with you as well, they gave me £50 I asked for this in my email as full and final settlement to cover the inconvenience, phone calls, time etc. When the guy rung me he said they had no problem meeting this and this is what i got so if i was you i would ask for the same. My interest was only out by around £2.50 which i had worked out and the adviser agreed with me at the start of the complaint but it was more the principal of following it through especially after they never resolved it there and then and allowed it to carry on in the way that it has, but at least it is all sorted now but it still angers me as to why they never took the oppurtunity in the first place to resolve it straight away. Just need to contact the FOS now to withdraw the complaint.


Hope this helps
Rob

anna42hmr

Rob_07 wrote: »

Hi,
I'm gald to hear that they have got in touch with you as well, they gave me £50 I asked for this in my email as full and final settlement to cover the inconvenience, phone calls, time etc. When the guy rung me he said they had no problem meeting this and this is what i got so if i was you i would ask for the same. My interest was only out by around £2.50 which i had worked out and the adviser agreed with me at the start of the complaint but it was more the principal of following it through especially after they never resolved it there and then and allowed it to carry on in the way that it has, but at least it is all sorted now but it still angers me as to why they never took the oppurtunity in the first place to resolve it straight away. Just need to contact the FOS now to withdraw the complaint.


Hope this helps
Rob

Thanks, I may do that, i feel really cheeky though asking for more than the £20.00 i feel no guilt at asking for the £20 as thats what i have calculated as spending on recorded delivery letters to them (as they claimed not to received some before) and phone calls to their 08 number to sort it out.

She is emailing me details today apparently, as she knows its difficult for me to call in work hours, so will reply to that later tonight as i am away for a few days so wont get chance to call her.

Rob_07

Any update on the outcome of this?

Rob