Barclays Community Account Issue!

born_2b_mad_II

Now when I was issued a PINSentry Authentication card and reader for my Club's Community Account I had my reservations as to what would happen if one was lost.
Well last night my reservations came true.
Having mislaid my Authentication card I was no longer able to log into the account. Simple solution I thought, I'll just ring up the Call Centre and request a new one........

Barclays Call Centre (in India!) "Hello my name is Raj how may I help you"
ME "I have mislaid my Authentication card for my account, can you please arrange to send a replacement?"
BCC "Certainly Sir, first we will need to go through some security questions"
ME "that's fine"
BCC "OK Sir, what is your surname?"
ME "[enter surname here]"
BCC "Thank you, now may I have your date of birth?"
ME "[enter birthdate here]"
BCC "Thank you, now may I have your mother's maiden name?"
ME "[enter mother's maiden name here]"
BCC "Thank you, now sir may I have the account's membership number?"
ME "no problem hold on while I look for it, here it is [enter membership number here]
BCC "Thank you, now can you give me the name of the account which this is for?"
ME "the account is [enter account name here] and the account number is [enter account number here].
BCC "OK sir, now can you tell me if any transactions have gone through the account this week?"
ME "errrrmmmm, no I can't"
BCC "I'm sorry sir as you can't complete the security questions I'm affraid I cannot continue"
ME "How do you expect me to tell you this weeks transactions, when I can't log into the account"
BCC "I'm sorry sir it is part of our security"
ME "I don't care, all I want is a new authentication card so I can do my online banking"
BCC "I'm sorry Sir, I can't do this as you haven't completed the security questions"
ME "Look, how can I explain this to you more clearly, I can't tell you what the most recent transactions are because I have lost my Authentication card to log into my account, which is why I need you to send me a new card!"
BCC "I'm sorry Sir, I can't do that as you haven't completed the security questions.
ME "Now listen to me, I don't give a **** about the security questions, all I want is for you to send me a new Authentication card so I can do my online banking!"
BCC "I'm sorry Sir, it is not possible for me to do this, but I will log your complaint, here is the complaint number"
ME "Jesus Christ, I don't want to make a complaint, I want a new card sent to me"
BCC "I'm sorry sir I can't do this as you haven't completed the security questions"
ME "What sort of customer service do you think this is, I tell you what I want this account closed and I will take the money elsewhere."
BCC "I'm sorry sir, I can't do that as you haven't completed the security questions, you need to call into your local branch"
ME "I can't as it is currently being held hostage by a gunman, if you were in this country you would know this!!" (Yes I live in Ashford Middx)
BCC "I understand sir, I will log your complaint"
ME "Stick you complaint, I can't put up with this any longer, I will be closing my account somehow and going elsewhere, thank you for you help...NOT!!!!"
END OF CALL (as I slammed the phone down in Raj!)

ehlo

There really is no need to be rude to someone in a call centre who is probably unable to override the security policy.

As a Barclays customer I'd prefer it to be slightly more difficult for me to get a replacement card than have somebody who isn't actually me request one!

sulkisu

born_2b_mad_II wrote: »

Now when I was issued a PINSentry Authentication card and reader for my Club's Community Account I had my reservations as to what would happen if one was lost.
Well last night my reservations came true.
Having mislaid my Authentication card I was no longer able to log into the account. Simple solution I thought, I'll just ring up the Call Centre and request a new one........

Barclays Call Centre (in India!) "Hello my name is Raj how may I help you"
ME "I have mislaid my Authentication card for my account, can you please arrange to send a replacement?"
BCC "Certainly Sir, first we will need to go through some security questions"
ME "that's fine"
BCC "OK Sir, what is your surname?"
ME "[enter surname here]"
BCC "Thank you, now may I have your date of birth?"
ME "[enter birthdate here]"
BCC "Thank you, now may I have your mother's maiden name?"
ME "[enter mother's maiden name here]"
BCC "Thank you, now sir may I have the account's membership number?"
ME "no problem hold on while I look for it, here it is [enter membership number here]
BCC "Thank you, now can you give me the name of the account which this is for?"
ME "the account is [enter account name here] and the account number is [enter account number here].
BCC "OK sir, now can you tell me if any transactions have gone through the account this week?"
ME "errrrmmmm, no I can't"
BCC "I'm sorry sir as you can't complete the security questions I'm affraid I cannot continue"
ME "How do you expect me to tell you this weeks transactions, when I can't log into the account"
BCC "I'm sorry sir it is part of our security"
ME "I don't care, all I want is a new authentication card so I can do my online banking"
BCC "I'm sorry Sir, I can't do this as you haven't completed the security questions"
ME "Look, how can I explain this to you more clearly, I can't tell you what the most recent transactions are because I have lost my Authentication card to log into my account, which is why I need you to send me a new card!"
BCC "I'm sorry Sir, I can't do that as you haven't completed the security questions.
ME "Now listen to me, I don't give a **** about the security questions, all I want is for you to send me a new Authentication card so I can do my online banking!"
BCC "I'm sorry Sir, it is not possible for me to do this, but I will log your complaint, here is the complaint number"
ME "Jesus Christ, I don't want to make a complaint, I want a new card sent to me"
BCC "I'm sorry sir I can't do this as you haven't completed the security questions"
ME "What sort of customer service do you think this is, I tell you what I want this account closed and I will take the money elsewhere."
BCC "I'm sorry sir, I can't do that as you haven't completed the security questions, you need to call into your local branch"
ME "I can't as it is currently being held hostage by a gunman, if you were in this country you would know this!!" (Yes I live in Ashford Middx)
BCC "I understand sir, I will log your complaint"
ME "Stick you complaint, I can't put up with this any longer, I will be closing my account somehow and going elsewhere, thank you for you help...NOT!!!!"
END OF CALL (as I slammed the phone down in Raj!)

Did you post this with the intention of showing just how pig-ignorant and rude you can be? If so, job done.

born_2b_mad_II

sulkisu wrote: »

Did you post this with the intention of showing just how pig-ignorant and rude you can be? If so, job done.

Hmmmm, the words pot, kettle and black come to mind.
What I was trying to get across was the over the top security details required just to get a replacement card.
Surely someone at Barclays would have a bit of savvy to realise that you can't view recent transactions if you can't get online in the first place.

sulkisu

born_2b_mad_II wrote: »

Surely someone at Barclays would have a bit of savvy to realise that you can't view recent transactions if you can't get online in the first place.

Surely most people are able to say whether or not there have been any transactions on their account over the past week, without looking at a statement. They don't ask for exact times and amounts. Whatever your intention was in posting your version of the conversation that took place, the Barclay's staff member sounded professional and reasonable. Your responses just sounded rude and ignorant.

zppp

sulkisu wrote: »

Surely most people are able to say whether or not there have been any transactions on their account over the past week, without looking at a statement. They don't ask for exact times and amounts. Whatever your intention was in posting your version of the conversation that took place, the Barclay's staff member sounded professional and reasonable. Your responses just sounded rude and ignorant.

Completely agree. If you were the account holder, you should know what transactions have been made in the last week. I'm sure people like you would be the first to come on this site, whinging that Barclays have not followed the Data Protection Act.

Anyway the OP is closing their account, very standard response when someone doesn't get what they want.

born_2b_mad_II

It is a community account, not a personal account, so no I don't know exactly what has gone through the account in the past week, for all I know the were none, we have members paying in funds whenever they can manage it. So without checking online I couldn't tell.

So you think it is acceptable to not be able to get into an online account, and carry out banking. And before you say it, no I can't get to a Barclays as the one local to my workplace has been closed down!

Typical standard response from users of this board I guess, it's not an issue until it actually happens to them!

Well thanks for your input.....CLICK

zppp

born_2b_mad_II wrote: »

It is a community account, not a personal account, so no I don't know exactly what has gone through the account in the past week, for all I know the were none, we have members paying in funds whenever they can manage it. So without checking online I couldn't tell.

So you think it is acceptable to not be able to get into an online account, and carry out banking. And before you say it, no I can't get to a Barclays as the one local to my workplace has been closed down!

Typical standard response from users of this board I guess, it's not an issue until it actually happens to them!

Well thanks for your input.....CLICK

How about writing into your branch to request it? The problem is you couldn't be identified on the phone, and staff have to follow internal policies, but also the Data Protection Act - breaches can have servere consequences on the employee personally. Even if I pass someone through ID where I work, I have the right to refuse to take the call further if I am concerned with the person I'm speaking with. By the way, I don't work for Barclays before you ask.

May I ask what kind of response you wanted? After all you haven't asked a question.

born_2b_mad_II

Well I didn't expect the amount of abuse I was receiving for a start.
I understand all the Data Protection aspects, but I felt I did identify myself suficiently having answered 6 previous questions correctly, I fail to comprehend still why ask me a question which I clearly could not answer.
It's not as if I was asking for a new debit card, all I wanted was a new Authentication card, it is still secure as I still have the pin numbers required for the card. But I guess this will now change also.
I feel that Barclays security is way way over the top, I don't have any sort of issue when asking for items from my personal account with Lloyds, and yes I am happy with their security protocols. So much so that I will be moving the account over to them....if I can manage to get in the Barclays account.

sulkisu

born_2b_mad_II wrote: »

Well I didn't expect the amount of abuse I was receiving for a start.

I bet Raj was thinking the same thing.

born_2b_mad_II

sulkisu wrote: »

I bet Raj was thinking the same thing.

It's part of their job training sunshine......off you pop;)