Barclays Bounce Back Loan Problems

lukerobert

Pretty sure no one can actually help, but want to share and expose the problems we're having getting the Bouince Back Loan from Barclays.
We've had a business account with Barclays for over 25 years, its always been run in an exemplary way. We are 100% eligible for this loan.
I applied on line on 7th May. Wouldn't process online as Barclays apparently was missing some business information. No idea what, never been asked for anything for over 6 years.
Rang the Bounce Back Loan number, after over an hour of waiting, the operator advised she couldn't help directly, didn't know what information was reqd or why, all she could do was log my call into a system, and I would get a call back.
Two weeks passed, no call. I rang the line again,  simply couldn't get an answer, couldn't even tell if I'd been cut off. Rang our own Business Team helpoline, told they cant help as its a different team, I would still have to wait for a call … that might never come.
I week on, 3 weeks in total, still waiting. I have messaged again on the online banking service, no response at all.
Cant go into a branch, as a "micro" account we don't have a dedicated branch or manager, we're stuck in a call centre somewhere with no direct access.
Luckily we're sufficiently good business that we've managed to survive for 3 months without this help, but that buffer will run out in a months time, putting the business at risk.
Its clear that something in Barclays systems / records is wrong, as we're not missing any information. Moreover, any such background information should not be needed to access the Bounce Back Loan, Barclays is operating improperly on that. But the worst thing is we simply cannot get hold of anybody to sort this out.

This behaviour and terrible service must be exposed, although its too much to expect anything to be done about it … too big to fail, or to be changed. Appalling.

Grumpy_chap

I would go into the local branch and explain the situation and why just trying to deal with the issue over the phone is not working for you.  The branch staff are normally quite helpful.

dunstonh

Based on posts on this website, Barclays do not appear that often as having problems on a widescale basis.  So, its more likely that any issue you have is specific to you and not in general.

I know from our own BBL application with Lloyds (who were excellent and had the money in the bank less than 24 hours after application) that they were using a database that was old.  We moved address in 2018 and the Lloyds BBL used our old address and not the current address.  This indicates an old database is being used.   The banks can tell your turnover though the account and in our case, it exceeded the requirement in every year of trading.  So, we didn't have an issue.    It maybe (and it's a big maybe) that Barclays are using an old database too and some data is not fitting.

Kerching

We have had a similar experience. Having held the account, in good order, since the 1990's, we made dozens of attempts to apply, only to keep getting the error message.   After their site was updated, we were then directed to fill in a contact form as they needed further information and having filled in three over the past three weeks, we are still awaiting the call.  Last Friday, we attempted to call them  on the general number to no avail and then tried the Barclays Business Direct Team, where an automated response advised that the waiting time was over an hour, so hung up.  Two minutes later, an email was received titled "An Update on your Bounce Back Loan" explaining that they would be in touch in the "next few days".  A week later, we are still waiting.  It is curious that the email was received so close to the call being made.  We have spoken to many other Barclays customers who have received their loans promptly but there are all quite recent account holders and it would seem that the loyal dinosaurs are being forgotten, possibly because our accounts were set up in the good old days before mis-selling claims and maybe we haven't signed an up to date charter which protects the bank - just a thought.

LouiseS19

@lukerobert Ive had identical problem , I have two separate Limited Co business accounts with Barclays for the past 18 years , was unable to complete application due to " incomplete details on Barclays files" , that was 4 weeks ago, have requested a call back for both companies , still nothing and have requested online call backs five  times now, plus making four separate phone calls , being kept on hold for 2-3 hours for each call in an attempt to actually speak to someone.  Two weeks ago , after over 3 hours being kept on hold, I was offered £75 compensation (which I declined) and advised I had no grounds for complaint as Barclays had not set a time limit of how long the call back would take. As per their instruction , I took my driving licence and passport to a main Barclays branch so Business team could update my ID , that was 2 weeks ago and as of today 2nd June , still no call back and I'm still receiving error message when I attempt to apply online for both businesses. Its utterly beyond a joke, our landlord is insisting we pay 100% rent despite not trading since March, if we dont get that Bounce Backs money in our account in the next 2-3 weeks we will have run out of money and go under :-O
SHAME ON YOU BARCLAYS 

brettfire

lukerobert said:

Pretty sure no one can actually help, but want to share and expose the problems we're having getting the Bouince Back Loan from Barclays.
We've had a business account with Barclays for over 25 years, its always been run in an exemplary way. We are 100% eligible for this loan.
I applied on line on 7th May. Wouldn't process online as Barclays apparently was missing some business information. No idea what, never been asked for anything for over 6 years.
Rang the Bounce Back Loan number, after over an hour of waiting, the operator advised she couldn't help directly, didn't know what information was reqd or why, all she could do was log my call into a system, and I would get a call back.
Two weeks passed, no call. I rang the line again,  simply couldn't get an answer, couldn't even tell if I'd been cut off. Rang our own Business Team helpoline, told they cant help as its a different team, I would still have to wait for a call … that might never come.
I week on, 3 weeks in total, still waiting. I have messaged again on the online banking service, no response at all.
Cant go into a branch, as a "micro" account we don't have a dedicated branch or manager, we're stuck in a call centre somewhere with no direct access.
Luckily we're sufficiently good business that we've managed to survive for 3 months without this help, but that buffer will run out in a months time, putting the business at risk.
Its clear that something in Barclays systems / records is wrong, as we're not missing any information. Moreover, any such background information should not be needed to access the Bounce Back Loan, Barclays is operating improperly on that. But the worst thing is we simply cannot get hold of anybody to sort this out.

This behaviour and terrible service must be exposed, although its too much to expect anything to be done about it … too big to fail, or to be changed. Appalling.

i have had the same problem, i spent over 5 house on hold to be cut off. i called bang on 9 o'clock too, its a joke my builder friend doesn't need the bbl but took it anyway, bang in his account within 2 days.

geonickw5

Like people on this thread, I myself have had trouble with Barclays in trying to obtain a Bounce Back Loan. I am a secretary of a social clubbed I have been trying since May 4th to get somewhere with this. I have filled in a call back form 3 times, but have had nothing back. I have contacted them through Facebook, with a few replies via text, but again no information. I have e mailed my Business Relationship manager, twice, and when he has replied he tells me he is awaiting some sort of instruction from the government. Their behaviour has been deployable over this. I have noticed that they are happy to let new people apply
for an account with them to claim the BBL, the only bank doing so. Perhaps they should be concentrating on there own clients first without taking on others. 

gunners_02

We have also been trying for 4 + weeks to get a call back for a bounce back loan from Barclays.  We have registered 4 online requests for a call back, spoke to the call centre twice who are unable to help as it is dealt with at a local level and raised a complaint - but still no calls.  Awareness needs to be raised that Barclays customers that need urgent help, that the government has promised, are simply being ignored.  There is no reason for the delay given only that there must be some information missing preventing us from applying online.  So disappointed in the woeful lack of support offered by our bank.  

Kerching

Further to our earlier comment, we have today received a text message from Barclays apologising for the delay and advising that they will be in touch "with more information and next steps by 19th June".  Hopefully, this will be the same for everyone.