Has anyone ever tried complaining to Barclaycard?

gingergirl21

I posted on here a while ago about having been mis-sold a balance transfer over the phone on my Barclaycard. Although they went some way to resolving the matter, I was still unconvinced and also annoyed at the fact I had been lied to when sold the transfer. They basically promised me that the balance transfer and purchases would be kept completely separate and I would not get charged interest on my purchases if I paid them off each month as I was already doing. I'm not so daft that I didn't know never to spend on a balance transfer card which is why I asked the specific question, however I was daft enough to believe the answer that in this case it was different as the balance trabsfer would be kept separate from purchases.

Anyway, I was told on the phone that they would refund me any interest, but they did not address other issues and so I wrote to them to get confirmation and outline the fact I wasn't happy with what had happened.

It is now 9 working days (nearly two weeks) since I wrote and I have heard nothing. I called them but the person I spoke to didn't really seem to understand my point and said there was a note on file that I had complained so "he imagined" a letter was on its way. The note had been put on my file on 30 June but it could have just been in response to my initial call.

I have still not had a letter so I phoned them again today. They really don't have a clue what is going on and have said they will have to call me back. They haven't called me back.

I have sent a fax to the complaints fax number with my original letter asking them to tell me what is happening. The problem I have is that I don't want to spend anything on my card until the matter is resolved, but I use it for expenses and have no option but this card. I am in depserate need of food and petrol.

Their website says they respond in 5 working days if they can't answer the query immediately but I have not even had an acknowledgment.

I am not sure what to do next. Of course I can contact the FSA and FSO however they can't resolve issues straight away and will only contact them to tell them to get a move on at this stage.

I feel like I have hit a brick wall.

Anyone else had this problem - what should I do now?

Moggles_2

I don't want to spend anything on my card until the matter is resolved, but I use it for expenses and have no option but this card. I am in desperate need of food and petrol.

If I were you, I'd vote with my feet. Would you consider a new 0% purchases card? You could then keep your BT(s) and retail transactions on separate credit cards.

Meanwhile, if you feel you have grounds for complaint against Barclaycard, I would request a copy of its complaints procedure. This sets out the time limits allowed for dealing with your complaint. The bank is also obliged to confirm the result of your complaint in writing. I would mark all correspondence envelopes "Complaint" and send it recorded delivery.

You have the right to take your complaint to the Financial Ombudsman, if you are not satisfied with the outcome.

gingergirl21

Moggles wrote: »

If I were you, I'd vote with my feet. Would you consider a new 0% purchases card? You could then keep your BT(s) and retail transactions on separate credit cards.

Meanwhile, if you feel you have grounds for complaint against Barclaycard, I would request a copy of its complaints procedure. This sets out the time limits allowed for dealing with your complaint. The bank is also obliged to confirm the result of your complaint in writing. I would mark all correspondence envelopes "Complaint" and send it recorded delivery.

You have the right to take your complaint to the Financial Ombudsman, if you are not satisfied with the outcome.

Thanks - I've already kind of done all of this. I have quoted their complaints procedure to them (they will acknowledge any complaints which can't be dealt with straight away in 5 working days - not happened!) and sent them the fax which is as good as recorded delivery as I have a fax confirmation sheet. I have mentioned the FSO above as well and will be making a complaint to them if I don't hear from them.

I am just getting a bit desperate and frustrated as not sure what else I can do right now and just wondered if they have a reputation for being bad at dealing with complaints and not complying with their own complaints procedure.

girltuesday_2

I've waited over a year for a response from Barclaycard to a complaint. They acknowledged it three weeks after they received it (I sent it registered) then I never heard again. The phone line was useless, they couldn't tell me anything about the Complaints Dept. I finally got a standard response telling me I'd have a reply by 31st March this year... and guess what? No reply!

I've been lucky though, as I don't need to use the card at the moment. But I'm still chasing them for a response.

gingergirl21

girltuesday wrote: »

I've waited over a year for a response from Barclaycard to a complaint. They acknowledged it three weeks after they received it (I sent it registered) then I never heard again. The phone line was useless, they couldn't tell me anything about the Complaints Dept. I finally got a standard response telling me I'd have a reply by 31st March this year... and guess what? No reply!

I've been lucky though, as I don't need to use the card at the moment. But I'm still chasing them for a response.

Goodness me - I'm in for a long wait then!

Think I am just going to have to get another card to be on the safe side. I might protect my interests though by informing them that until I get a response I will assume interest will be refunded as per our telephone conversation and then if it ever does get legal I have a good argument that they didn't dispute this. Will definitely be contact FSA and FSO if they take much longer - think you should too! That is unacceptable behaviour!!

Things with them were going so well too - perfect little card to use for expenses and pay off every month. Feel like I've been royally screwed!

Moggles_2

Think I am just going to have to get another card to be on the safe side.

Absolutely. Apart from anything else, everyone should have at least one back-up card, IMO.

Most lenders give instant decisions and credit limits online or by telephone (provided that you have a good credit history and they can verify your ID electronically via the CRAs.)

To maximise the 0% period on purchases, 12 months is currently available to new customers from Tesco.
Good online services and no overseas call centres

http://www.tescofinance.com/personal/finance/finance/creditcards/clubcc/index.jsp

For more options, this table on the stoozing site (which is sponsored by Money Saving Expert) should help:

http://www.stoozing.com/purchases.php

gingergirl21

Moggles wrote: »

Absolutely. Apart from anything else, everyone should have at least one back-up card, IMO.

Most lenders give instant decisions and credit limits online or by telephone (provided that you have a good credit history and they can verify your ID electronically via the CRAs.)

To maximise the 0% period on purchases, 12 months is currently available to new customers from Tesco.
Good online services and no overseas call centres

http://www.tescofinance.com/personal/finance/finance/creditcards/clubcc/index.jsp

For more options, this table on the stoozing site (which is sponsored by Money Saving Expert) should help:

http://www.stoozing.com/purchases.php

Thanks - I'm actually just going to use the card I did the balance transfer from - I don't need 0% on purchases as I pay it off each month in full.