Barclays Bank Charges (Help needed)

FrankieFinkle

Hi all, i wrote to Barclays asking for bank charges to be repaid. Heres my story.
I was renting with my husband and began to struggle with money, went into my reserve, began getting charges at around £88 a month. This went on for nearly two years (making a total of around £1900) and we eventually had to move back with my parents to sort our money out and get back on top of things. I wrote to barclays explaining that i didnt feel the charges were fair as we were in financial hardship and they had a massive affect on our lives (since we had to move because i couldent get on top of them). I got a phone call today to say they had refused my claim because my spending on non essential items was higher than recommended by their system. I asked what these were as i hadent spent money on anything but essentials, and she bascially couldnet tell me. She also said i had used ATMS alot, to which i told her it was so i could buy food without standing at the till worrying my card would be declined. She said that was their final decision and she would be sending me a letter stating so.
So my question is, do i go to the Obudsman with this?

Wywth

FrankieFinkle wrote: »

Hi all, i wrote to Barclays asking for bank charges to be repaid. Heres my story.
I was renting with my husband and began to struggle with money, went into my reserve, began getting charges at around £88 a month. This went on for nearly two years (making a total of around £1900) and we eventually had to move back with my parents to sort our money out and get back on top of things. I wrote to barclays explaining that i didnt feel the charges were fair as we were in financial hardship and they had a massive affect on our lives (since we had to move because i couldent get on top of them). I got a phone call today to say they had refused my claim because my spending on non essential items was higher than recommended by their system. I asked what these were as i hadent spent money on anything but essentials, and she bascially couldnet tell me. She also said i had used ATMS alot, to which i told her it was so i could buy food without standing at the till worrying my card would be declined. She said that was their final decision and she would be sending me a letter stating so.
So my question is, do i go to the Obudsman with this?

Be very careful. Fairness has nothing to do with the lending code.

The FOS will not rule on the fairness or otherwise of bank charges.

I suggest you take a look at the lending code and see if you are actually in financial hardship as defined therein. You'll find the link in the sticky about Financial hardship online resources

The FOS can't order a bank to refund charges under the financial hardship criteria of the lending code either.

The FOS will not enetertain any complaint unless at least 8 weeks have passed since you originally started your complaint with the bank, or you are in possession of a deadlock letter (or one that states it is the banks final decision and goes on to inform you of your ability to now take the matter to the FOS )

Davy_Boy_3

Hi Frankie,

I am in a similar boat to you and had exactly the same conversation with Barclays today. Could not beleieve it when I read you post. Told me exactly the same right down to "I used ATMS alot" and my complaint was refused on exactly the same grounds " because my spending on non essential items was higher than recommended by their system". When pushed she could not explain what the non essential spending was & would not go through my account so that we could discuss what the spend was. They must have a script in front of them.
I explained that I took money out so as not to suffer the embaressment of my card being declined. All they could say was sorry. It took them a month to get back to me and the lady I spoke to could not even tell that my account I was complaining about was a joint account.
I asked to speak to her manager & she said he will call me within 2 days as there is nothing she could do. The service has been shocking.

FrankieFinkle

Davy_Boy wrote: »

I asked to speak to her manager & she said he will call me within 2 days as there is nothing she could do. The service has been shocking.

Hi thanks for the reply.
Thats really interesting that you had the exact same response. I wonder if its just their automatic rejection process ive heard so much about. Could you let me know what they say when they call you back?
She told me she couldn't go through the 'non essential' spending with me either but could send me statements so that i could look on there myself. Which i said was ridiculous since i sent THEM copys of all my statements for that period so they would essentially just be sending them back to me.
She just made no sense at all. I dont understand where they could possible have gotten this information from as its just not true.

I was told they would be sending me a letter stating that my claim has been refused and that if i don't agree to go to the ombudsman.
I dont know if should or not. I read on here that there was no risk involved and that all that can happen is that its rejected. I just wanted peoples opinions really. Im not sure what to do now.

meer53

Non essential spending is just that. Anything other than what you need to live on. Things like Sky Tv, mobile contracts, eating out, visiting cinemas, gym memberships etc.

There isn't a risk in going to the FOS but check your statements first, if there's any spending other than utility bills, rent or mortgage and food, travel for work etc, think carefully about whether your claim will be upheld.

Financial hardship cases are assessed on your situation now, not from 2 years ago so i wouldn't expect all the charges to be considered anyway.

Davy_Boy_3

Hi Frankie,

Quick update for you. The manager never called me back so I had to call them up. Usual excuses & said they had revisited but not willing to pay. They also claimed they had tried to reach me but I had my phone with me all day waiting.
Staff are really rude & unhelpful. Looks like I will have to go the FOS route.

Wywth

Davy_Boy wrote: »

Hi Frankie,

Quick update for you. The manager never called me back so I had to call them up. Usual excuses & said they had revisited but not willing to pay. They also claimed they had tried to reach me but I had my phone with me all day waiting.
Staff are really rude & unhelpful. Looks like I will have to go the FOS route.

You'll have to wait a couple of months from starting a formal complaint before going to the FOS

... unless the staff you label 'unhelpful' helpfully provide you with a deadlock letter