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Payment went awol-found 6months later, Barclays fobbing me off with £60 to compensate
samwants2save
Posts: 11 Forumite
Natwest Vs Barclays
In December 2011 I paid my Barclaycard credit card bill off via Natwest online Banking. Due to an error at Natwest, the payment went somewhere else.
I was charged a late fee and interest for not paying off the bill (later refunded) After much to-ing and fro-ing, the money was located. It had been 'paid into' a friends' old Barclaycard.
(This was the error by Natwest - my friend was listed as a 'payee' but I DON'T pay off her bills anymore - we are no longer on talking terms!)
Natwest apologised, and paid me £94 for making calls to their helpline without further-ado. Referred me back to Barclays to get my £300 odd back as the beneficiary account is a Barclays account.
Countless telephone calls and to-ing and fro-ing from their India based call centres (I never saw this practice as a problem until now!) My complaint was escalated on THREE different occasions yet never resolved. They asked me to get the money back from my friend myself- which I said I couldn't do as I don't have the foggiest as to where she has moved to and the one number I had for her is now disconnected (we fell out over financial issues..doh!)
I have always been the one to call Barclays, never had a call from them. However speaking to the Indian call centre they insisted they called me but I didn't answer (lie) The English call centre rep confirmed yesterday that NO calls had bben made to me.
Barclays have now refunded my the three hundred odd plus £24 interest. I said it was not good enough considering the time, effort, frustration caused etc over the 6 months that I have been persuing this matter. She offered me £60 for the phone calls. Each call is well over an hour and I have made tons (she can only see TWO calls that were recorded on the system)
I don't think they should be allowed to get away with this. She said she can escalate it for me again, and the issue would be resolved within 40days. Should I be made to wait for so long again? I said I wanted no less than £100 - and still, I reckon they're getting off lightly. She replied that £60 is maximum and that if I do not get back to her by 8pm today she will automatically escalate it hersel. BEar in mind, this issue has been escalated 3 times already..
WHAT TO DO???!!! I'm going mad! (and really worked up too)
Please help, any guidance much appreciated
(I thought to go direct to FSA - but Barclays said I have to escalate via them and allow the 40 day wait thing to happen to get a satifactory response)
In December 2011 I paid my Barclaycard credit card bill off via Natwest online Banking. Due to an error at Natwest, the payment went somewhere else.
I was charged a late fee and interest for not paying off the bill (later refunded) After much to-ing and fro-ing, the money was located. It had been 'paid into' a friends' old Barclaycard.
(This was the error by Natwest - my friend was listed as a 'payee' but I DON'T pay off her bills anymore - we are no longer on talking terms!)
Natwest apologised, and paid me £94 for making calls to their helpline without further-ado. Referred me back to Barclays to get my £300 odd back as the beneficiary account is a Barclays account.
Countless telephone calls and to-ing and fro-ing from their India based call centres (I never saw this practice as a problem until now!) My complaint was escalated on THREE different occasions yet never resolved. They asked me to get the money back from my friend myself- which I said I couldn't do as I don't have the foggiest as to where she has moved to and the one number I had for her is now disconnected (we fell out over financial issues..doh!)
I have always been the one to call Barclays, never had a call from them. However speaking to the Indian call centre they insisted they called me but I didn't answer (lie) The English call centre rep confirmed yesterday that NO calls had bben made to me.
Barclays have now refunded my the three hundred odd plus £24 interest. I said it was not good enough considering the time, effort, frustration caused etc over the 6 months that I have been persuing this matter. She offered me £60 for the phone calls. Each call is well over an hour and I have made tons (she can only see TWO calls that were recorded on the system)
I don't think they should be allowed to get away with this. She said she can escalate it for me again, and the issue would be resolved within 40days. Should I be made to wait for so long again? I said I wanted no less than £100 - and still, I reckon they're getting off lightly. She replied that £60 is maximum and that if I do not get back to her by 8pm today she will automatically escalate it hersel. BEar in mind, this issue has been escalated 3 times already..
WHAT TO DO???!!! I'm going mad! (and really worked up too)
Please help, any guidance much appreciated
(I thought to go direct to FSA - but Barclays said I have to escalate via them and allow the 40 day wait thing to happen to get a satifactory response)
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Comments
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Sorry what was it that Barclays actually did wrong? Did they incorrectly process the payment? If they simply paid money off the account it was sent for (even if that was an error) I don't see why they should compensate you.
If Natwest made a payment mistake, I'd be expecting them to give me the money back and chase it off Barclays themselves....
If I haven't misunderstood the situation, I think you're lucky to be offered anything. What have Barclays done that was wrong?Sealed Pot Challenge #239
Virtual Sealed Pot #131
Save 12k in 2014 #98 £3690/£60000 -
Who made the payment to the incorrect details?
Was it yourself or Natwest?
If it was yourself then bank would not be liable for any errors made by the account holder.Im an ex employee RBS GroupHowever Any Opinion Given On MSE Is Strictly My Own0 -
Sorry what was it that Barclays actually did wrong?
They made me wait for 6months promising to sort this problem out (locate the person this £ was mistakenly paid to) and escalated the comlaint 3 times but never resolved it. It has been 6months since this whole issue began. They also claimed to have 'tried' to contact me- but in reality- no one has ever called me back.Who made the payment to the incorrect details?
Was it yourself or Natwest?
It was Natwest- they solved their bit by identifying who the payment went to- went to another Barclaycard account holder- Then said it's up to Barclays to get the £ back from the beneficiary.0 -
Rubbish, Natwest are completely liable and should put you back in the position you were in if not for their error. They should be dealing with Barclays, that side has nothing to do with you. Complain to Natwest that you want the money back into your account immediately and escalate to FOS if they do not comply.samwants2save wrote: »They made me wait for 6months promising to sort this problem out (locate the person this £ was mistakenly paid to) and escalated the comlaint 3 times but never resolved it. It has been 6months since this whole issue began. They also claimed to have 'tried' to contact me- but in reality- no one has ever called me back.
It was Natwest- they solved their bit by identifying who the payment went to- went to another Barclaycard account holder- Then said it's up to Barclays to get the £ back from the beneficiary.0 -
How did Natwest make an error?I work for Natwest.0
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Rubbish, Natwest are completely liable and should put you back in the position you were in if not for their error. They should be dealing with Barclays, that side has nothing to do with you. Complain to Natwest that you want the money back into your account immediately and escalate to FOS if they do not comply.
Barclays gave me the £ back yesterday - Natwest i.d'd the account it went to. my main issue here is that it took 6months of hour long phonecalls to barclay's call centres, and escalating the issue three times yet nobody resolved it. They should've just said it's nowt to do with them, surely? The wait and the frustration is what gets to me.coldhandoff wrote: »How did Natwest make an error?
a two day glitch on their system back in december (around the 22nd)0 -
ISSUE RESOLVED!
Just now- I called Barclays and said I wish for them to no longer action my complaint within their dept and that I would be contacting the obudsman myself. They wanted to 'escalate' it again (4th time around, now!) but I refused to authorise it. She gave me until 8pm to get back to her else it would 'automatically' escalate. However, called her (at Barclays) back and a collegue answered- the guy said he would happily credit me the £100 if I closed the complaint and put an end to it.
That's all I wanted.
Let it be known, his colleague earlier offered me £50, and then a final £60 after consulting her 'seniors'. I declined.0 -
You were very generous to Natwest!
If it really was their error, then I'd have insisted that they refund me the money, in full, straight away. They could then take it up with Barclays if they wanted.0 -
This is not an error from Barclays. You shouldn't have let Natwest force YOU to chase up THEIR error in this way. All your annoyance should be directed in their direction.
Clearly payments to someone else's Barclaycard are not the concern of anyone other than the account holder. It's not surprising you've had problems getting Barclays to discuss this.Sealed Pot Challenge #239
Virtual Sealed Pot #131
Save 12k in 2014 #98 £3690/£60000 -
How was the payment made was it done in branch or via telephone banking.
Im not sure if anyone can confirm this but I did not think the payees details on customers online banking was visible to advisor in telephone banking.
I was under the impression they was set up by the advisor the payment was made but the details was not saved.Im an ex employee RBS GroupHowever Any Opinion Given On MSE Is Strictly My Own0
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