Closing Barclays HTB ISA - A warning!

K80_Black

Basically : They can only process closing the ISA between 9am -5.30pm, Mon - Fri. This is an ongoing issue that hasn't been fixed for 'about two years' according to an operator.

Long rant: This has turned out to be a huge problem for us. My partner originally called on a Saturday, told to ring back on Monday, but not to worry they are open til 8pm. Told on the Monday evening that it was only during working hours, tried again on Wednesday from work, they needed to text him a code and his work has no reception, tried again on the Thursday, same again. Said they'd send a code in the post which can take 5 working days and we're still waiting on.

I closed mine with no issue - aside from that I'm still waiting for the closing statement in the post (8 working days and counting). My partner was told he could access the statement online faster when he does manage to close it, so I tried the same - none of my login details work because I don't have an active account. They're resending it through the post. I was also told that he should have been able to answer security questions instead of being sent a code, but he asked two different operators on two different days and neither would proceed without a code.

So, my partner is going to have to open a current account with them online so he can still access online banking to get a closing statement without waiting who knows how long for things to arrive in the post. Once the thing he needs does finally arrive in the post. If he needs to go into a branch to open a current account, we're pretty screwed.

I'm aware that Barclays are renowned for having bad customer service, but I've only had good experiences with them in the past. Just a little warning for others - however long you think it'll take, double it and add a week! I had no idea it'd be coming close to two weeks and my partner hasn't even managed to get his closed yet, we expected a half hour phone call and statements in the post within a week.

Flobberchops

Your problems all seem to be stemming from the fact you're doing this solely through telephone banking. Yes, they have security procedures they have to follow when identifying customers over the phone. The primary method is using numbers from your telephone banking passcode, so if you've forgotten that, expect inconvenience.



Have you tried visiting a branch to resolve this? In theory even just a cashier should be able to initiate the ISA closure (in practice they may ask you to see an advisor), and if your closing statement has been generated they can print you off a copy in branch too.

K80_Black

We weren't given a telephone banking passcode when setting up the account - this is what my partner is waiting for in the post now. Its not been forgotten. It was never issued.

Visiting a branch is very difficult, I am disabled and my partner works the vast majority of the time they are open. Our only option is Saturday morning. We only checked opening hours for the branch last Saturday lunchtime, when the branch had already closed.

Edit: Also, if they cannot close the ISA by telephone on a Saturday morning, this leads me to think they may not be able to do it in branch either. We shall see at the weekend if this hasn't been resolved.

I'd expect nothing less from this forum. I try to be nice and post a warning to others, only to be told everything is my fault.