FOS to start charging Barclaycard and Experian £5,000 per case for fly-tipping ?

VictimOfImpersonation

Recent experiences have shown that Barclaycard and Experian (and others no doubt) simply "fly-tip" any complaints which they don't wish to engage with at the door of the FOS.

Previous moves to discourage them seem to have failed as can be witnessed with a burgeoning overworked FOS. The charge levied by FOS on companies complained against seems no longer to be any disincentive to handling a complaint improperly. I think it stands at about five hundred quid, doesn't it?

As we know, charging a complained against company an amount of a mere monkey per case i.e. less than a could care less banker with title 'Customer Relations this' or 'Customer Relations that' spends weekly at Laithwaites online for the weekend plonk, is laughable.

Five grand a pop wouldn't be much to them either, but pops of that size do add up 10x faster than monkeys so I fancy a hike in FOS fee like that could act as a slightly better brake on recklessness.

By way of example of how Barclaycard just dump an awkward complaint like mine, just today I received a £25 "F#*% off" voucher spendable anywhere including Laithwaites with my latest FOS "Still Not Happy" leaflet. I hadn't actually asked for a penny. I had asked two whole months ago for an explanation of an absolute c¤ck-up which today is now refused on the basis of "company confidential" secrecy.

If I contact FOS now will it sting Barclaycard and Experian good or should I wait until FOS put up their charges to something like £5,000 for handling my complaints? I actually fail to see what good purpose can be served by FOS when Barclaycard and Experian refuse to explain their total c¤ck-up which caused the Identity Fraud attempt against me to succeed.

The "final response" letter (there was no other response beyond a "we're dealing with your complaint and will get back to you" 5 day deadline letter, and then another "we're sorry we haven't been back to yet and we can take 28 days now" one) does however confirm that the 'Customer Relationship Manager has asked Barclaycard internally in future to check application date of birth against known date of birth as part of their automatic checks :rotfl: There is of course no confirmation that the request will be heeded.

Apparently after checking the details on the fraudulent application the Customer Relationship Manager at Barclaycard could see that 'some information differed to your current Barclaycard account' and as such 'the automated application would not connect the application to my accounts'. Oh diddums - their computers are sorely tested I bet :whistle:

Our Customer Relations fellow neatly sidestepped the fact that ALL the application data was false apart from my name and address.

He said in the letter he had tried to call me. He's a goddamned liar.

Consequently he has proceeded directly to final response stage because that suits him better. That's crooked behaviour - a deliberate abdication of the problem on a false premise.

Surely this type of complaint of a general c¤ck-up should never be fly-tipped at FOS door to investigate? Whistleblown to FCA maybe, or even ICO, but dumped on FOS? ? ?

As implied, the general abuse by the industry of FOS as a location for fly-tipping is becoming a UK financial services disgrace.

So I think £5,000 per FOS complaint against these crooks would be appropriate, doesn't everyone?

While we are at it, perhaps I should press for flat rate compensation of say £5,000 per pop as a punitive disincentive to this kind of recklessness in the protection of my personal data? This is the second time the industry has c¤cked-up completely and caused ID Theft against me to succeed inside four years. The first time was principally the fault of CallCredit. Over £8,000 has been lost in my name alone due to fraud caused by industry incompetence and recklessness and it would serve them right if it cost them another £10,000 settling with me, and £10,000 to FOS for daring to fly-tip their cases at their door.

But wait, maybe I haven't had the last word yet from Experian who were also very much responsible for the latest c¤ck-up ... James Jones where are you - did you oversee my complaint - am I ever going to get any proper response from Experian on why you never spotted the data mismatches during your special live "checks" contracted as part of Barclaycard's online application process?


By the way, anyone heard any news yet on the Durkin Supreme Court case?

Eonel

VictimOfImpersonation wrote: »

As we know, charging a complained against company an amount of a mere monkey per case i.e. less than a could care less banker with title 'Customer Relations this' or 'Customer Relations that' spends weekly at Laithwaites online for the weekend plonk, is laughable

You are confusing top-end Investment Bank salaries with perfectly average Retail Bank customer relations salaries.

The tone and content of this snippet nicely illustrates the misunderstandings and pedantries of your full post, as well as the attitude demonstrated throughout the whole saga of this "complaint".

VictimOfImpersonation

I am confusing nothing.

I worked for the retail side of a major corrupted bank when they were at their most corrupt (if that isn't right now!). The culture infects the whole.

What's your interest in deflecting the truth?

chanz4

mate you should get a bottle of wine, you may make more sense

tinkerbell28

chanz4 wrote: »

mate you should get a bottle of wine, you may make more sense

I thought it was just me!

VictimOfImpersonation

Who said everything posted had to make more sense on here? The headline got your attention - the problem is described but I am not asking for help just pointing at crooks, like you sometimes do in your own way, chanz4. I'll do it mine thanks.

Got you bumping the thread, didn't it?

And you'll notice some people just can't help themselves lining up to thank a very useful post like yours ... never quite sure what they're about ... I think they are just looking for a good read and mine ain't always it

RuthnJasper

Fly-tipping? Seriously...?

Dear, oh dear.

Macca83_2

Jesus I feel like I should be compensated £5000 just for reading that...

VictimOfImpersonation

What do careless people do with the stuff they can't be bothered with but decide they want out of their sight and expect someone else to clear up ?

Fly-tipping describes it perfectly. Yes dear, oh dear, Ruth or Jasper.

ABetterLife

I'm confused.

BMN

If you are suggesting that banks are universally offloading complaints to the FOS then this wouldn't be done at the discretion of lazy Customer Relations staff.

I dispute that this is happening though. The staff will have various performance measures - some of which may even include resolving complaints to satisfaction without them going to the FOS.

And as far as your complaint goes, it is for them to resolve (hopefully to your satisfaction). If they choose to provide you with an explanation of what went wrong that's up to them - but you are in no way entitled to an explanation.

I'm guessing your complaint moved to the final response stage because there is nothing more they can do for you.
I believe they are required to give you the FOS leaflet.