Barclaycard messing up!

MrSilk

Hi All!

Just looking for a bit of advice here for a friend, they have a 32 month 0% deal with Barclaycard and bank with Nationwide.

On the 1st December, their payment to Barclaycard came out of their Natiownide account (£30), and the same day it was put back in. The first they knew about this was when they received a letter from BC advising of two fee's, one late payment and returned direct debit, although they had plenty in the account to cover the payment.

He called Nationwide last night who advised that the direct debit mandate was cancelled by Barclaycard at the end of November!, and Nationwide cancelled the direct debit on the 1st and returned in.

Who can cancel the direct debit mandate? Natiownide or Barclaycard?, or both?

He called Barclaycard this morning who basically said that in May the direct debit failed and he lost his 0%, although again, there was plenty of money in there to cover the payment!. Barclaycard themselves don't know what's going on, and Natiownide have said that they have done their job.

Now what's happened is the minimum payment has gone from £25 to £57, and has around £30 in charges added onto the balance of the Barclaycard.

He has been advised by BC to call them back on the 19th to see if the 0% can be reinstated.

Any ideas of how to proceed with this? Thank you

MrSilk

Also just to add, no dates have been charged since taking out the card, so there is no reason whatsoever that the directed debit mandate should need to be changed/cancelled.

PeacefulWaters

I had a similar issue with Barclaycard last year.

The reinstated everything and paid me off with £50 compensation.

I think they must have a systems glitch somewhere.

He has been advised by BC to call them back on the 19th to see if the 0% can be reinstated

Complain to Barclays. Now.

grumbler

MrSilk wrote: »

Who can cancel the direct debit mandate? Natiownide or Barclaycard?, or both?

Either.
NW can do this on your request or if it's not active for a long time.

MrSilk

Thanks, I'll get them to call Barclaycard and be persistent about this, not very good on them if this keeps happening to their customers.

thebritishbloke

I'd also send them a secure message on My BarclayCard explaining everything in full. They seem to be more willing to answer questions on there than on the phone, and they're usually pretty quick at responding.

rehanmalik3030

MrSilk wrote: »

Thanks, I'll get them to call Barclaycard and be persistent about this, not very good on them if this keeps happening to their customers.

Nationwide is key to resolving any Direct Debit issue and refunding any money taken in error since re-paying any money taken or not taken in error rests with your bank under the terms of the Direct Debit Guarantee.

If you have no success then contact The Financial Ombudsman for settling disputes between consumers and businesses providing financial services. You can contact them at https://www.financialombudsman.org.uk

grumbler

rehanmalik3030 wrote: »

...re-paying any money taken or not taken in error rests with your bank under the terms of the Direct Debit Guarantee.

Absolutely not.

MrSilk

It's not a case of money taken in error, it's a case of no money taken in error.

MrSilk

Hi All, just an update.

My friend called Barclaycard today and I spoke to them, at first they tried to say that the original balance that he transferred was paid off in September (it wasn't) ... After the guy at barclaycard speaking with his colleague and putting me on hold for three times, he put me through to their complaints department, where I was put through to a woman who tried to say that their wasn't a direct debit set up although I was with him when he applied and I remember he put in his direct debit details for a set amount each month.

After going back and forward, she agreed to reinstate the 0% promotional rate, and refund £67 worth of interest paid on the amount since May (When they took off the 0% due to the direct debit failing, although they say it wasn't set up), but she rounded it up to £70 which should go back onto the account within the next 24/48 hours.

They'll also send a letter out to confirm.

I have a credit card with Barclays, and never had any issues with the direct debit since I had it (3 months), but seriously thinking of closing it as they blatantly lied to me twice!.

Thanks for your help guys

grumbler

Entering bank details on applications means nothing unless Barclaycard confirmed by a letter that the DD was set up and then said in the statement that the payment would be taken by a DD.