What to do with lies from staff at Baclaycard

LaMon

2e0arr said:

D3xt3r5L4b said:

2e0arr said:

D3xt3r5L4b said:

You need to inform people if you’re recording calls, likewise they way they inform you with an automated message before commencing the connection to an agent. 

Recording telephone calls are allowed and not a criminal offense in the U.K. Under this legislation, it is not illegal for individuals and business to capture and record voice calls secretly as long as the individual or a business will only use the recording for their own use,i.e. research purposes.26 Nov 2018

And this doesn’t class as “own use”

Thank you for your valuable input to the forum and the hekp and advice you give us in such a polite and empathetic way.

Im happy to record away and not tell them or anyone else.... here is a copy of the transcript with the ICO just now.

[16/04/2020, 16:12:58] Samuel: Good afternoon, how may I help?
[16/04/2020, 16:13:14] 2e0arr: hi if i call my bank and the start says they are recording the call
[16/04/2020, 16:13:46] 2e0arr: Do i have to tell the operator that I am recording the call ? im a person not a business
[16/04/2020, 16:14:23] 2e0arr: I may want to send my copy of the call to the Financial Ombudsmans service
[16/04/2020, 16:15:23] Samuel: It would depend on the purpose for which you are recording the call. Generally, individuals don't have to comply with data protection law as there is an exemption that applies to their activities. This is known as the 'domestic purpose' exemption and applies to individuals processing information in their personal and domestic lives.
[16/04/2020, 16:17:14] 2e0arr: ty Samuael i thought the same an organisation has to warn but and individual doesn't.  So if i record the call and use it for say to send to the financial ombudsman. im ok ?
[16/04/2020, 16:18:08] Samuel: If this is a complaint about a personal matter then there is the potential that the exemption would apply. Though if you were recording the call with a view of using it as evidence for a court case, the exemption may not extend to such an activity.
[16/04/2020, 16:18:23] 2e0arr: What can I not do with  the "secret" recording ?
[16/04/2020, 16:19:47] Samuel: It would be hard to give you a definitive list. However, this exemption would not extend to activities that step outside of a personal matter. That is why I gave the example of a court case, as this would go beyond this.
[16/04/2020, 16:20:56] 2e0arr: Samuel so if we were talking on the phone and i (asd a private person) recorded the call without tell you and I took the ICO to court using the recording would this be an illegal recording
[16/04/2020, 16:21:53] Samuel: In that situation, then it would sound like there is the potential that the recording would not have been made in compliance with data protection law.
[16/04/2020, 16:22:41] 2e0arr: am I as a private person liable to data protection law?
[16/04/2020, 16:23:01] 2e0arr: I do not have to register ?
[16/04/2020, 16:23:58] Samuel: It would depend on the situation, in your day-to-day activities it would seem unlikely to me there that you would need to comply with data protection law. However if you undertook an activity, for instance setting up a community group, then you would need to comply with data protection law when doing so.
[16/04/2020, 16:27:49] 2e0arr: Samuel ty mate btw would it be a breach of data protection law to put this text in an online forum please without telling you please ?
[16/04/2020, 16:29:30] Samuel: If you were to share this information in a forum it would be hard to see how this would be a breach as no personal data would have been shared. Data protection law extends to personal data, not all information.
[16/04/2020, 16:30:33] 2e0arr: samuel it may appear on the martin lewis money saving expert forum under credit cards and the thread named "What to do with lies from staff at Baclaycard" best regards
[16/04/2020, 16:31:04] Samuel: Thank you for letting me know. I hope that you have a good day.
[16/04/2020, 16:32:36] 2e0arr: ty Samuel

LOVE IT! LOL And good to know!

Shakin_Steve

If you use the chat facility on a companies website, I think the conversation would probably go pretty much the same as if you telephoned. You have a text copy of that kind of conversation, so what's the difference? (Between the written word and the spoken word)

sambaird

Didn’t read the thread as it basically seems long winded and essentially pointless... I will add this though, as someone who used to work in the high level complaints team at a well known telecommunications firm, anyone who ever said ‘I’m recording this phone call’ immediately marked themselves as an a***h*** whose only goal is to goad you into making some sort of mistake.

I once dealt with a guy who immediately said they were recording me as follows... every time he asked a question I responded ‘as you are recording this call, I’m going to check that with our General Counsel...please hold for a minute’.

The guy felt so self important that I was doing this (obviously I wasn’t) he actually believed me, and over the course of a 2 and a half hour call, he spent about 2 hours of it on hold.  That was one of the best mornings ever! The mug even thanked me at the end.

Shakin_Steve

sambaird said:

Didn’t read the thread as it basically seems long winded and essentially pointless... I will add this though, as someone who used to work in the high level complaints team at a well known telecommunications firm, anyone who ever said ‘I’m recording this phone call’ immediately marked themselves as an a***h*** whose only goal is to goad you into making some sort of mistake.

I once dealt with a guy who immediately said they were recording me as follows... every time he asked a question I responded ‘as you are recording this call, I’m going to check that with our General Counsel...please hold for a minute’.

The guy felt so self important that I was doing this (obviously I wasn’t) he actually believed me, and over the course of a 2 and a half hour call, he spent about 2 hours of it on hold.  That was one of the best mornings ever! The mug even thanked me at the end.

Just reinforces the premise that you should record without telling, then.

sambaird

LaMon said:

I think people like you are the reasons all calls should be recorded by customers! You have a despicable attitude and should not be working to help anyone. 

Well... to be fair that particular incident did happen about 15 years ago in another lifetime and I’ve moved well beyond front line customer service since.
To be honest... my attitude when dealing with people reflected the attitude of some of the people to had to deal with (‘‘twas ever thus in customer service).  In other words, if you’re acting like a d**k to someone over the phone... don’t be surprised when someone might have fun at your (unknowing) expense.

I dare you to put the call that you’ve recorded online for us all to hear... pound to a penny we’re all going to hear you sounding like a fool.

cymruchris

sambaird said:

I dare you to put the call that you’ve recorded online for us all to hear... pound to a penny we’re all going to hear you sounding like a fool.

Can I raise that to ten pounds to a penny?

So aside from calling them liars - and recording the conversation - and opening another credit card - during a meltdown of their phone lines within a worldwide pandemic - have you actually put in a calmly-thought through logical complaint in writing for them to deal with and respond to?

onlyfoolsandparking

Whether the OP was lied to or not is pretty irrelevant in the grand scheme, if they cant afford £35 in interest and have to borrow off a friend to live, maybe their time would be better spent looking for a better paying career!!.  

LaMon

onlyfoolsandparking said:

Whether the OP was lied to or not is pretty irrelevant in the grand scheme, if they cant afford £35 in interest and have to borrow off a friend to live, maybe their time would be better spent looking for a better paying career!!.  

Yours and other patronising comments do nothing to help anyone! 
Have you heard about principles? Being given a word and then that is being revoked, then you have to pay for the change when you are not aware of it? I rather give the £35 to 100-year-old Captain, not to Barclaycard!
As for your other comment regarding careers, wait to see how many will be bankrupt because of the forthcoming depression. Be careful what you wish to others, very few businesses will be immune to the crashing world economy. 

Marcio45

LaMon,
I appreciate that you have lost some money as someone did not keep their word. Considering what is happening in the world right now i wouldnt let Barclaycard get me so stressed up. It is £35 you lost here, we are not talking thousands. And that interest would be due either way because you used the card and you were happy to pay minimum payment which is probably a £15/20 difference.
I can see you are really upset about it, but please look after your mental health. Some things are simply not worth getting upset about. As i said before on this discussion, Barclaycard would certainly put this right if you went with this the right way.
Please look after yourself!

LaMon

Marcio45 said:

LaMon,
I appreciate that you have lost some money as someone did not keep their word. Considering what is happening in the world right now i wouldnt let Barclaycard get me so stressed up. It is £35 you lost here, we are not talking thousands. And that interest would be due either way because you used the card and you were happy to pay minimum payment which is probably a £15/20 difference.
I can see you are really upset about it, but please look after your mental health. Some things are simply not worth getting upset about. As i said before on this discussion, Barclaycard would certainly put this right if you went with this the right way.
Please look after yourself!

Thank you, I am far from stressed out. And I help others with therapy not to be stressed out, I feel sorry for those who are unable to cope. But I like integrity and hoped that 20+-year-old custom amounts to something, and being forward-thinking rang them early seeing what was going on.  Take care.