Outrageous behaviour from Barclays, stolen chequebook

colsten

Paul_1977 wrote: »

I thank the poster for the link but she will not talk to them again, its too much for her.

That seems a very childish reaction as, if the chequebook has indeed been stolen, it will only hurt and upset herself if cheques get written by fraudster.

Paul_1977

glentoran99 wrote: »

Its not going to magically cancel itself though

She has already been though the process, the bank refused her request, why should she have to call twice?

Its not rocket science for the bank, a customer (confirmed by details) calls, "my cheque book is stolen", ok "we will cancer it".

That should be the answer, it should not be (these are not exact quotes, only rough),

Bank: "Can you please go to your local branch".

Customer: "Can we not cancel it over the phone"

Bank: "You must go to your local branch"

Customer: "The branch at *******"

Bank: "Unfortunately this branch cannot cancel the book, you must go to a non local branch"

:mad:

Paul_1977

colsten wrote: »

That seems a very childish reaction as, if the chequebook has indeed been stolen, it will only hurt and upset herself if cheques get written by fraudster.

We all have elderly relatives, I'm surprised you would make such a comment.

Ballard

Paul_1977 wrote: »

We all have elderly relatives, I'm surprised you would make such a comment.

I'm afraid that that's not uncommon on these boards. I'm not talking specifically about this poster but there are a number who consider themselves experts and won't deviate from their viewpoint. Other just seem to want everyone to know how clever/wealthy they are.

Good luck with Barclays, anyway. I happen to agree that they should be able to deal with this over the phone.

masonic

It seems like if there was confusion over whether the chequebook was stolen or simply misplaced, there is probably scope for confusion over exactly what took place during the phonecall.

Did she have the following information to hand when she made the call?
"You’ll need to give us enough information to identify the chequebook, such as the number of any of the cheques, when you received it or when you last wrote a cheque from it."

I would suggest that if she hasn't located it by the end of the day, she should work on the assumption it is stolen and follow YB's advice to get a crime number and forward this to the bank, making it entirely their problem.

YorkshireBoy

Since she appears not to want to do anything else now with regards contacting them again (as already advised on here) or visiting a branch (as already advised by Barclays), do you think she'd sign a letter? If yes, then why don't you write one for her, get her to sign it (assuming she is prepared to do that!), and then post it to the branch for her? Of course you should include details of the phone conversation where you were (apparently) given incorrect information.

If you and she are not prepared to do anything else then this should really have been on the Vent board...shouldn't it?

colsten

The Barclays procedure for cancelling a chequebook is very clear. To quote from the link that was posted in post #3

If you want to cancel a chequebook or cannot use Online Banking, call us if you’re registered for Telephone Banking, or contact any branch.

Is the lady registered for telephone banking? If she is not, Barclays did the right thing when telling her to go to a Branch (assuming she does not do online banking).

If she is registered for telephone banking, Barclays was wrong, and perhaps you can help her raising a complaint? In any case, the lady's issue can only be resolved by Barclays, not by a rant on an internet forum.

Paul_1977

If you want to call it a rant its up to you.

I am airing my views that it seems quite ridiculous that one cannot cancel a cheque book over the phone.

colsten

Paul_1977 wrote: »

We all have elderly relatives, I'm surprised you would make such a comment.

Even, and particularly, elderly people can be childish. That won't alter the fact that not getting the theft lodged with Barclays will only hurt and upset herself if cheques get written by fraudster.

Paul_1977

colsten wrote: »

The Barclays procedure for cancelling a chequebook is very clear. To quote from the link that was posted in post #3



Is the lady registered for telephone banking? If she is not, Barclays did the right thing when telling her to go to a Branch (assuming she does not do online banking).

If she is registered for telephone banking, Barclays was wrong, and perhaps you can help her raising a complaint? In any case, the lady's issue can only be resolved by Barclays, not by a rant on an internet forum.

She cannot use the internet.