Barclaycards frustrating security - help needed.

DeepDooDoo

Although I have property in the UK, I live in Cyprus. I used to have all my statements from Barclaycard sent to Cyprus, but I couldn't use my card with PayPal because it was not registered to a UK address. A few weeks ago I used Barclaycard online banking and changed my address back to the UK and opted for paperless statements.

A few days ago I went back to online banking and requested a balance transfer from another UK card. My instructions were accepted and I printed off the processing reference number.

Last night when I went back to online banking to check progress my access was denied and I was asked to call Internet Customer Services. I did. Instead of the usual security questions I was being asked things like my email address and who I banked with. I protested that I did not wish to answer such detailed questioned and was then told that I couldn't be verified and would have to go to a UK branch of Barclays with ID. Obviously, that's just not going to happen.

So I called Customer Services and asked to check on the progress of the transfer. The same security questions (ie email address, who I banked with etc) were asked so I reluctantly gave them. Then they wanted to know what address I lived at when I applied for the card - this was over 20 years ago and I was a student moving from place to place - there was no way I could remember. So, again I was failed and told to go to a UK branch of Barclays with ID. I explained why this was not possible, I offered all manner of alternative verification suggestions, but nothing was accepted. Frustrated, I typed a letter to the complaints department and faxed it. I've heard nothing.

So suggestions as to how to move the matter forward, please. I have no online access, I can't fly back to the UK and whoever I ring or fax either fails me or ignores me.

agrinnall

I think you may have no option other than to return to the UK in order to get access to your accounts again. There have been quite a few instances of banks requiring customers to prove their identity in person posted on these forums (fori?) recently, I don't know whether they've been ordered to tighten up their money laundering / Know Your Customer procedures but obviously it's a considerable inconvenience for you.

nzseries1

agrinnall wrote: »

forums (fori?)

......fora

chexum

DeepDooDoo wrote: »

So suggestions as to how to move the matter forward, please. I have no online access, I can't fly back to the UK and whoever I ring or fax either fails me or ignores me.

I'm sure the reasons why you can't fly back could be understood, but I'm afraid from Barclays viewpoint, someone tried to impersonate you to take over your account. As soon as this flag is recorded, it likely cannot be removed easily. I think no amount of complaining should establish your identity apart from the ways they are now legally required to use.

It could make it more awkward as many UK banking products are for UK residents only - I'd be genuinely interested, but not really willing to experience what is their legal position when someone leaves the country and admits it.

DeepDooDoo

I understand the need for verification and I understand that this is done to protect myself and the bank.

What I don't understand is the lack of published information when matters change and the inflexibility when dealing with customers. I've never been asked for an email address or who I bank with before. We are constantly reminded about phishing scams and about freely providing 'secure' information. If Barclaycard now require these details, they should make it public in correspondence and via their online banking so customers are aware.

Regarding inflexibility, if Barclaycard already know who I bank with, then surely it is not difficult to understand that I have requested a balance transfer from one banking institution to another. Asking me to recall events from over 20 years ago and denying assistance when I can't is a bit much, I'd argue. They also have knowledge of my residency status - just sticking to the rules and accepting only the correct answers to security questions that appear on a monitor in India does not assist me, the customer.

So, is there a department that I can contact who do have authority to be a little more flexible? Just to make sure the account couldn't be automatically 'closed' I sent a payment from my UK Barclays account to Barclaycard last night. The Barclaycard account should now be in credit and the payment from my Barclays account has not been refused or returned. Simple actions like this should enable me to prove who I am and that I have control of the accounts without resorting to a return flight in order to get things sorted.

Does anyone have any recommendations as to which department or branch I should contact?

richard734

You will hit nothing but 'computer says No' via the call centres. Short version is that Barclaycard probably have a rule around non-domicile cards, and you have not complied - wether you knew the rules or not
Best advice in this situation? Drop a mail to the Directors Complaints team. Use [EMAIL="Bob.Diamond@Barclays.com"]Bob.Diamond@Barclays.com[/EMAIL] or .co.uk I can remember which one it is. Explain and see what they can do. The Directors office teams are normally allowed to use intelligence and discretion!

DeepDooDoo

I finally got to the bottom of this saga today by insisting that the fraud department stay on-the-line and assist until the matter was fully resolved. It has taken many, many, phone calls to get this far but I announced at the beginning of the conversation that I would be persuing a complaint through all the appropriate channels (and the Ombudsman if necessary). This seemed to 'open' a few ears.

I went through a long chain-of-command in a 2 hour international call. I was transferred no less than 5 times to a 'superior'. I finally got to speak with someone who appeared to be able to make decisions based upon judgement, rather than from a prompt on a screen. Hurrah!

He advised that he would need to ask 'detailed' security information that only I would know. I accepted that, but I was astounded by some of the questions. For example, in just one of the many questions, he wanted to know the registered address of my Cyprus-based Limited company. This is information that I've never given to Barclaycard, so I'm wondering just how they may have this information on file and exactly whom they are receiving it from.

Just how much information are the financial institutions holding on each of us that we never get to know about?

chattychappy

I think Barclaycard have been jolly cooperative given you started off by refusing to ask their security questions because you didn't like them.

Afterall, you live in the Cyprus but have apparently deliberately given them a wrong address in order to subvert PayPal's procedures.