Barclays - Fraud caused by Customer relations team!

powlo1

Hi all.

Wondering if I could get a bit of advice here on a situation I'm facing with Barclays.

Basically I called on the morning Thursday the 7th due to dodgy transactions on my account, the card was cancelled and a temporary credit applied to my account (I've contacted the police etc). I was told that my new card should me with me Saturday or Monday at the latest.

Come Monday - no card! So I call them on Tuesday and they say the system was slow and to allow until Thursday, if it hadn't arrived by then I was to call up and they would cancel the card that I had not received and send a replacement out as a priority delivery.

Bang! Come Thursday afternoon - no card! I call up customer relations, and speak to a guy who tells me that it has to be given until Friday and thats the banks policy (I find out this was not the case at all!) he says he's checked with Debit Card Services and the cards been sent out and that I should receive it on the Friday.

Low and behold, come Friday - still no card! I call up the bank and speak to another Customer Relations/Response member who ordered me a new card and cancelled the one that I didn't recieve - while on the phone and checking online banking, we discover that the card I didn't recieve had been used online and over the phone on the 13th and 14th! Something which the advisor that I spoke to on the Thursday should have noticed and could have stopped it.

Its at this point I'm fuming and the advisor tells me that he could have cancelled the card as he was supposed to (notes were left by the manager on the Tuesday) and now I have to wait until these other fraudulent transactions that were made with the missing card debit from my account before I can dispute them or do anything - Leaving me currently £200 out of pocket.

Basically I want to know where I stand and what, if any, other options there are! And I'm still without a card!

coldhandoff

Shouldn't you be more concerned about how someone managed to intercept your debit card?

powlo1

coldhandoff wrote: »

Shouldn't you be more concerned about how someone managed to intercept your debit card?

I am quite concerned about that - I've passed on all information and suspicions I have to the banks fraud team and the Police.

I'm here to ask what my options are with regards to the failings of the bank!

DCFC79

Get a new card sent to the bank for you to collect,

meer53

I don't know what you mean by where do i stand ? Once the transactions debit, you will be refunded, it's not Barclays fault that the card never got to you. Where i work, we quote 5 to 7 working days for a replacement card, cards quite often go missing in the post. It was just bad luck that the card didn't get to you, i can't see where Barclays are at fault really.

The advisor you spoke to on Thursday probably wouldn't have checked your account for authorisations, they could have been made after he accessed your details anyway, they may not have been showing at the time you spoke to him.

ttoli

And if the bank do refund your losses, any crime is for them to report (as they are then the victim).
Unless things have changed since I left the Police Service, under a certain amount, they don't even bother reporting it, just refund the customer.

JimmyTheWig

Check and double-check that the bank has your correct address, and that that is the address they sent the card out to.
I had fraud on a bank account a couple of years ago. The address had been changed without my knowledge. Spoke to the bank on the phone and they apparently changed it over... and then sent the forms for me to fill out the fraud details on to the fraudulent address!

So my first thought is that they've sent a replacement card to the fraudsters.
Either that or someone is deliberately intercepting your post.

What to do?
Firstly get the problem sorted out. If they've got the wrong address then make sure they get it changed. If someone's intercepting your post then get them to stop. If you use internet banking, change your passwords. If you need cash and/or a bank card in the meantime go into your branch for anything you can't do on the phone / online.

When the fraudulent transactions hit your account then make sure they get reversed.

Once sorted, complain to the bank. If you ask nicely they should give you a goodwill gesture.

pmduk

I think you're being unfair in blaming the bank for the fraudulent transactions. Unless you can prove that they were in some way responsible for the card not being sent to the correct address then the bank will not be at fault in any way. In fact Barclays will be the only victim in this, you will only have suffered some inconvenience.

bengal-stripe

powlo1 wrote: »

Basically I called on the morning Thursday the 7th due to dodgy transactions on my account,......

......we discover that the card I didn't recieve had been used online and over the phone on the 13th and 14th!!

So, you had two sets of fraudulent transactions within a week or 10 days.

If I were you, I would look very closely to home. Is there someone you are living with (or who has access to your house/flat) who could be responsible? It's very unlikely that two different fraudsters got hold of the details for two different cards in such a short space of time.

Check for someone who might have had access to your old and new card.