We'd like to remind Forumites to please avoid political debate on the Forum... Read More »
Barclays Internal Review Hell
LeighM222
Posts: 33 Forumite
Firstly I’d like to apologise if this is covered territory – I have read other threads with similar themes but they seem to stop abruptly (assumingly because the OP received an end result).
To start a fairly lengthy explanation I opened a new Barclays instant access bank account in April 2019 for the purpose of depositing the sale of household items – as my house had put up for sale and the contents needed to be cleared. A cash deposit of £100 was paid in on 25/5/19 to get the account kick started. Following the first sale of a household item (namely a cooker) a transfer of £2,500 was made into the account on 28/5/19. The terms of the sale had been completed with the buyer with a delivery date scheduled for 2nd June. Unfortunately, the buyer was unable to contact me over 29th May as I was travelling to USA, via Canada, and no access to phone or emails for that period. Unfortunately, the connection was heavily delayed, and I was without service for 24 hours. Incorrectly suspecting a scam, the buyer contacted his bank Natwest, to put them on alert. Contact was made between me and the buyer by COB on 29th May where he profusely apologised and contacted NatWest to stop any said action. However, his initial contact with Natwest had ‘presumably’ lifted a fraud flag (I say presumably as reason has not been given) and my account slipped into internal review.
At great expense and inconvenience I contacted Barclay’s for information. As detailed in other threads banks are not obliged to give out reason for freezing a bank account. They advised me to visit a local branch (knowing I was on the West coast of USA) and keep contacting the Fraud Investigation Team to request further information. Unfortunately, and without means to other money I called my trip short and retuned to the UK by 6th June. Visiting branch on the 7th I was told my bank had decided to extend the time needed to review my account by a further 10 days. Following several branch visits and telephone calls I was told access to my account was no longer able by representatives. On 24th June a Letter of Closure appeared.
Following a visit to the branch on the same day I was told to write into the proof of funds department with general information needed to carry out a POF request. Namely – subject, full name, date of closure, details of the household item sale, balance at time of closure, and attach proof of where the funds came from. The following day I supplied Barclays with all of the above including screenshots that are date stamped that detail the transaction and completion of the sale, a receipt written by me, the initial advertisement, and a covering letter from the buyer who provided a screenshot of his statement which illustrated the unique transaction ID and detailed communication with Natwest informing them that he had incorrectly flagged a genuine sale on 29th May.
After no contact, I contacted Barclays 4 times over 2 weeks who eventually told me on 10th July such a process takes 30 days. After further contact a few days later they advised me they rejected my POF claim on 10th July! They have refused to give me reason why they have rejected the claim – and refused to give detail of what information is needed to prove that the claim is genuine. I am at a loss – I feel as though all information I could provide has been. I approached Barclays to make a formal complaint but was told the complaints team will not handle my complaint until the internal review process has been finalised, which it has not.
I don’t know what to do next. Whilst the money is relatively insignificant, I feel as though Barclays have totally exploited me and treated me unfairly. I have written to the POF team (they have no way to contact via phone) for advice but have received no contact. If anyone can provide any way that I can escalate this, or anything I have missed I’d greatly appreciate it.
To start a fairly lengthy explanation I opened a new Barclays instant access bank account in April 2019 for the purpose of depositing the sale of household items – as my house had put up for sale and the contents needed to be cleared. A cash deposit of £100 was paid in on 25/5/19 to get the account kick started. Following the first sale of a household item (namely a cooker) a transfer of £2,500 was made into the account on 28/5/19. The terms of the sale had been completed with the buyer with a delivery date scheduled for 2nd June. Unfortunately, the buyer was unable to contact me over 29th May as I was travelling to USA, via Canada, and no access to phone or emails for that period. Unfortunately, the connection was heavily delayed, and I was without service for 24 hours. Incorrectly suspecting a scam, the buyer contacted his bank Natwest, to put them on alert. Contact was made between me and the buyer by COB on 29th May where he profusely apologised and contacted NatWest to stop any said action. However, his initial contact with Natwest had ‘presumably’ lifted a fraud flag (I say presumably as reason has not been given) and my account slipped into internal review.
At great expense and inconvenience I contacted Barclay’s for information. As detailed in other threads banks are not obliged to give out reason for freezing a bank account. They advised me to visit a local branch (knowing I was on the West coast of USA) and keep contacting the Fraud Investigation Team to request further information. Unfortunately, and without means to other money I called my trip short and retuned to the UK by 6th June. Visiting branch on the 7th I was told my bank had decided to extend the time needed to review my account by a further 10 days. Following several branch visits and telephone calls I was told access to my account was no longer able by representatives. On 24th June a Letter of Closure appeared.
Following a visit to the branch on the same day I was told to write into the proof of funds department with general information needed to carry out a POF request. Namely – subject, full name, date of closure, details of the household item sale, balance at time of closure, and attach proof of where the funds came from. The following day I supplied Barclays with all of the above including screenshots that are date stamped that detail the transaction and completion of the sale, a receipt written by me, the initial advertisement, and a covering letter from the buyer who provided a screenshot of his statement which illustrated the unique transaction ID and detailed communication with Natwest informing them that he had incorrectly flagged a genuine sale on 29th May.
After no contact, I contacted Barclays 4 times over 2 weeks who eventually told me on 10th July such a process takes 30 days. After further contact a few days later they advised me they rejected my POF claim on 10th July! They have refused to give me reason why they have rejected the claim – and refused to give detail of what information is needed to prove that the claim is genuine. I am at a loss – I feel as though all information I could provide has been. I approached Barclays to make a formal complaint but was told the complaints team will not handle my complaint until the internal review process has been finalised, which it has not.
I don’t know what to do next. Whilst the money is relatively insignificant, I feel as though Barclays have totally exploited me and treated me unfairly. I have written to the POF team (they have no way to contact via phone) for advice but have received no contact. If anyone can provide any way that I can escalate this, or anything I have missed I’d greatly appreciate it.
0
Comments
-
((I should note that I am new to this site, and my situation prompted registration. However given the excellent help given in other threads I intend to stick around.))0
-
what's the purpose of kick starting an account?A cash deposit of £100 was paid in on 25/5/19 to get the account kick started.
A used cooker for £2,500?Following the first sale of a household item (namely a cooker) a transfer of £2,500 was made into the account on 28/5/19.0 -
£2500 for a used cooker?
I think not.
Unless “cooker” is some sort of new cryptocurrency?0 -
4 oven electric Aga in black that is 2 years old and retailing at £14,000.0
-
It seems you both have prejudged in the same manner as Barclays.0
-
Ok so why sell an AGA worth £14k for only £2500?0
-
Market value.0
-
It sold via auction.0
-
I do feel that you have been unfairly treated by Barclays but I have said it many times and will continue to say it - do not let anybody and I mean anybody transfer money into your account
you have no idea where it comes from it could be laundered money it could be scam money it could be anything d
doesn't matter it's for a cooker or whatever it is a hard lesson to learn but for anybody else reading this in the future do not let anybody transfer anything into your account0 -
This sounds like another of those situations that are going to crop up a lot now that banks are going to be paying out for some APP scams. Unless the banks adopt a formal, structured and transparent process with identifiable reasons for 'freezing' and timescales for resolution (like credit card chargebacks) we are going to see cash make a comeback and transfers die out as people will have no confidence in the security of their money.
Anyway LeighM222, can you just clear up a point for me first? Was it just the new Barclays account that got frozen?0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 349.8K Banking & Borrowing
- 252.6K Reduce Debt & Boost Income
- 453K Spending & Discounts
- 242.8K Work, Benefits & Business
- 619.6K Mortgages, Homes & Bills
- 176.4K Life & Family
- 255.7K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 15.1K Coronavirus Support Boards