Bank Call charges

Shipleymanx

Hi, i have been helping my 93 year old Auntie get a new cheque book. As her local Shipley Branch has shut, not sure if this is permanent or just due to staff shortages, and i didnt want to risk their staff by visiting another branch,  i contacted customer services, i was on hold for two hours. At that point i hung up. I eventually got through the next morning only to say they couldn't help as i wasn't the account holder. I wasn't going to stay at my Aunties house for two hours whilst being on hold again. I only wanted a cheque book sending to her own address. Then to add insult to injury i have been charged for the phone call. I have sent a compliant to Barclays saying why have i been charged for the call when in the present situation i have been doing the right thing. How much money have they made on these calls while people have been on hold. There should be a message at the start of the call and whilst being told how long you have to wait, saying that this call is being charged. I know their call charges are hidden away somewhere, but these arent made clear when on the call. Can anybody help  

[Deleted User]

What number did you dial?

dunstonh

How much money have they made on these calls while people have been on hold

Nothing as its not the bank that earns from you ringing their telephone number.

There should be a message at the start of the call and whilst being told how long you have to wait, saying that this call is being charged.

This may come as a surprise to you but when you ring someone, you are subject to call charges in line with your tarrif.  

I know their call charges are hidden away somewhere,

They are not hidden away anywhere.  They will be on the phone supplier's website and often on the statements.  

, but these arent made clear when on the call.

It is not the responsibility of the bank to tell you as they do not know what phone tarrif you are on.

If you have a problem with the tariff of the phone supplier then you complain to the phone company, not the bank.

Robin9

1) Has you Auntie got online banking - if not set it up for her.  That's the way you do things these days.

or 2) Get your Auntie to write requesting a cheque book .  At the same time get her to include a letter of authorisation so you can talk on her behalf.
  
Has anyone got POA for her - ?

[Deleted User]

Shipleymanx said:Then to add insult to injury i have been charged for the phone call. I have sent a compliant to Barclays saying why have i been charged for the call when in the present situation i have been doing the right thing. How much money have they made on these calls while people have been on hold. I know their call charges are hidden away somewhere

Customer Service call charges to any business  are no longer different in cost to simply ringing your local friend or relative on a domestic line. The only recipient of profit from such calls is your telco, not whoever you are calling. 

I don't know why you think they should be free, however? 

You do realise the long waits are due to the National Emergency and are outside of the Bank's control?

 

Your Aunt needs to sign up for online Banking or, failing that, write to the bank requesting a new chequebook. 

Why does she need a chequebook anyhow? Most people no longer use them, instead using  their debit card.