Are Barclays telling the truth?

innovate

pmduk wrote: »

1 more added to the thousands of complaints the FOS receives about Barclays surely won't have much affect. (Although I'd still go ahead and make the complaint if I were the OP.

Sure it looks tiny - but they didn't get to thousands of complaints by everybody saying "my voice won't count anyway".

innovate

alanq wrote: »

Lloyds has just been fined £4.3 million for taking more than 4 weeks to pay out on PPI complaints that it has agreed. Can we look forward to a similar fine for Barclay's?

http://www.which.co.uk/news/2013/02/lloyds-fined-4-3m-for-delayed-ppi-payments-311262/

It's just beyond bad what keeps getting unearthed about banks.

I'd love to see a process by which these fines get paid directly from the bonus money some of the higher charges get. That should focus their minds a bit more. Though they'll probably all say this is way too complicated to implement, so nothing will change for the better anytime soon.

dalesrider

Pleaseadvise wrote: »

The people answering the phones don't really seem to know what's going on!

Front line call center. Can be a PIA.

What they should be doing if they do not know. Is rather than spout untruths, they should be..... Passing you to the team that deals with the PPI claims.
I can't believe that they do not speak to customers. As clearly there will be cases where details need to be confirmed.

Nice point by innovate. As these claims have to be loged as a complaint. So the clock is ticking from day one.

Pleaseadvise

Well, my husband rang again...

The person on the line today entirely contradicted what his colleague said on Friday about the payment having been made on the first of March, and the person before that who said everything was in order for the payment to be made by the 27th February.

According to the man today, nothing has been done at all!

When asked about what the others said, he kept saying 'I can see they said that, but I don't know why.' He was unable even to give a (fake) date when we would be paid!

My husband asked him to connect him to someone with more authority, but although he supposedly 'went away to check with his manager', and was very apologetic, he couldn't or wouldn't do anything!

Apparently a letter was sent to us yesterday, saying Barclays are investigating (investigating what?) but we are to ignore it when it arrives as it was sent by mistake.


My husband left it saying he would ring again in a few days. He doesn't want to cause any trouble... :mad:

dalesrider

Pleaseadvise wrote: »

Apparently a letter was sent to us yesterday, saying Barclays are investigating (investigating what?) but we are to ignore it when it arrives as it was sent by mistake.


My husband left it saying he would ring again in a few days. He doesn't want to cause any trouble... :mad:

Sounds like they have lost the letter :eek: Not as uncommon as it Seems given the number of letters recieved. Then that they will be scanned onto the system to be linked to your account. Can easily get sent to the wrong acc....

If its a joint acc. I think you need to pick up the task of getting it sorted.
As said it needs to have the complaint raised.

If the letter has been lost then someone calling up about the matter should have triggered a message to the PPI team to call you and find out what is the problem.

Given that Barclays are hitting the high spots in complaints at the moment they should get this sorted or it will cost them dear.

Pleaseadvise

dalesrider wrote: »

Sounds like they have lost the letter :eek:

If its a joint acc. I think you need to pick up the task of getting it sorted.

The mortgage is in both our names and so is the bank account, but the MPPI was in only my husband's name as I wasn't working at the time, and although my husband has asked if he can give consent to them talking to me, they will only talk to him.

dalesrider

He needs to grow a pair then...

Funny to think but raising a complaint does not need him to go in shouthing etc.
He just simply needs to say "I'm not happy and want to raise a complaint as to why you have not resolved the matter now the letter has been returned and i have proof of that".
Add in can you pass me to the PPI team, who will know what to do.

All he needs to be is firm, but fair. Works wonders compared to shouting and ranting.

pmduk

I suspect from what has been said here, that call centre operators have been instructed not to pass calls to the PPI team and are making up excuses as they go.

Pleaseadvise

The letter has arrived! It's nothing to do with the refund. Instead it is about the fact that the Mortgagecare direct debit has been cancelled (which I did when they took the second monthly amount since the acceptance letter had been delivered) - apparently we can still get Mortgagecare reinstated if we set up another DD! (No thanks.)

We will ring again later today and I will try to get my husband to follow your short script, dalesrider.