Stranded by barclays

njb73

Hello...i do not often post on anything, but this has totally hacked me off beyond words...

I work in Brazil and was planning a little holiday up to Cancun before returning to Uk. All was well, flights paid for, hotel booked....the usual.

I was planning on using my Barclaycard Platinum whilst over here and went to make an online transaction. It must have flagged up security because it asked me to call a number and refer a code.

This morning i called.....

In a nutshell...even though i could give my security number, memorable word, all transactions as well as details from credit file, he would not believe it was me. He said i needed to produce 2 forms of identity at a local branch. I asked if there were any branches in Brazil, where he replied..' I do not know, you will have to look that up yourself'

The man actually said ' I do not believe who you are' and hung up on me.

Now, i work off the coast of Brazil on a ship, where communication is not easy to get at the best of times. That call after going through the different stages was 20 minutes long.

I then called again and got a seperate person, who was very nice and understanding, and after another 25 minutes of answering questions and being on hold, he said said i had to go to my nearest local branch with 2 forms of ID before they could do anything.

I asked if they had any branches in Brazil...he checked and said no.

I asked if it was possible for me to go into the HSBC bank and go through security there to release the card, as i had my passport, driving licence , original card, visa documentation...

Again this was a no.....

I am now trying to get funds processed over to me, so i can return to UK. It looks like i am going to have to forfeit my holiday in Cancun, after paying £1500 for return flights.

Since i work here on a regular basis, and dont normally need to use my card much, i only take this card as i usually fly back to uk within a day of getting onshore.

I cant believe how rude the first person was i spoke to and how ridiculous their security is.....

I would suggest never taking a Barclaycard as a reliable means of payment abroad.....

I must admit, the security is fantastic, they wont even let you use it.......

Suppose if all else fails.... there is the british embassy....lol

bris

Did you inform them you would be using the card in Brazil? Security is rightly tight when card transaction come in from foreign countries.

Thats why you tell them where you are going before you go so they have the information on hand.

njb73

Yes, i told them. But this was a transaction online for the uk...not to brazil, that flagged all this up.

I can understand security to be tight, but this goes above and beyond, especially when i offer to go to other banks for security check, with all photographic id they could possibly need.

jacques_chirac

Do you not have money in your current account? Most regular travellers will carry two cards, in case one does not work or gets lost or stolen.

Buzby

I can sympathise - but rather than single out Barclays, I can attest that once the Fraud flag is raised only local branches can arrange for the restoration having seen relevant ID. The fact you are not near any of them is a pain, but hardly their fault.

I always have a minimum of 2 independent payment methods - relying on one is plainly foolish - a system outage can leave you stranded, and relying on IT should be never a single strand, you need diversity.

Aquamania

njb73 wrote: »

...I would suggest never taking a Barclaycard as a reliable means of payment abroad...

To add a level of balance to this thread, I would like to say I have often taken my credit card abroad (and even bought things online whilst abroad from both suppliers in the UK and overseas) and I've never had a problem ... yet.
( I have other cards available if needed anyway)

I would also say I've never had an issue with Barclaycard with them identifying me whenever I've called them, and I don't have any password/security number/memorable word set up.
Perhaps when you get home you need to get to the bottom of why they don't think you are who they say you are.

Tiddlywinks

So, a UK based transaction triggered the query and you call them from Brazil... that is bound to raise a flag.

What does you previous spending profile show? Have you used the card abroad much? Have you notified the bank that you will be travelling?

Most people let their card provider know of intended travel AND take more than one card as a 'just in case'. If your employment means that you will be away then you need to make sure that the card providers know that.

Barclaycard_Company_Representative

Hi njb73

We'd like to help you out here.

Please email wr@barclaycard with all the details, the address your Barclaycard is registered to and a number we can reach you on.

Thanks

Toni

njb73

Hi,
Thank you, email has been sent.

Nick

Fruit_and_Nut_Case

Barclaycard_Company_Representative wrote: »

Hi njb73

We'd like to help you out here.

Please email wr@barclaycard with all the details, the address your Barclaycard is registered to and a number we can reach you on.

Thanks

Toni

I think there's a Domain Name missing there. I hope any e-mails get to the correct destination.

/nitpick

chanz4

I would complain and ask for compo its your right