6 Weeks and no response from Barclaycard.

Clingy

At the end of March, I queried two transactions with Barclaycard after SKiWorld cancelled a holiday and then refused a refund.  The whole purpose of using the credit card was for this eventuallity.  I followed Barclaycard's instructions, completing the necessary forms and posting all the required papaerwork.  However, the only replies I have received from Barclaycard are ones saying they will reply shortly and one to tell me how to query a transaction (which I had clearly done).  I have chased a couple of times, raised a complaint (no reply) and queried why they are charging me interest on these transactions when they said they would not (no reply).  This has all been done through the customer secure message portal which in itself is the most frustrating customer portal I have used, but with telephone call time waits in excess of an hour this seems the only route.  My insurance company insists I must have an answer from Barclaycard before they will entertain my claim and a claim in the County Court seems an ardous process.  I am at a loss as to what to do next.  Any suggestions?

Life__Goes__On

Did you raise it as a Section 75 or Chargeback?

Streaky_Bacon

Have you requested that they process a chargeback and/or have you submitted a s75 claim?

https://www.theguardian.com/money/2012/jan/20/section-75-chargeback

Your next port of call for either, would be a complaint to the financial ombudsman, if they continue to fail to respond to you.

A s75 claim could eventually be taken to court, a chargeback couldn't.

I had a similar wait time with my bank on a chargeback, with no response. I finally bit the bullet and hung on the phone for 90 minutes, but when I finally got through they processed the chargeback immediately (money back on the card by the end of the day).

Clingy

Thanks for replies.  I used their online method to "Query the Transaction" but mentioned Section 75 in the claim, so this is a bit confused I guess.  I think I will steal myself for the long wait on the phone and clarify.

desklamp

You may find that if you get through, they will merely say that they are still working through a massive backlog of section 75 claims. The cynic in me thinks that although this maybe true, it also works in Barclaycard's favour.
Don't phone the general number as they will then put you through to Disputed Team, (more holding!). The Disputes Team direct number is 0800 161 52 91.

Greeehg

In terms of the actual length of time it takes them to reply, I found it a hit or a miss trying to get them on the phone. It's about being patient - someone will answer eventually. I had to phone them about fraud checks and accessing statements and it took over an hour on hold each time. Just part of the current circumstances unfortunately.