Barclaycard complaints do not respond

peterinreading

Two months ago I received a letter from Barclaycard stating that my card was blocked and that I should phone them on a given number. I tried several times to phone but could not get through. So I wrote to the address on the letter asking them to suggest an alternative process to resolve the issue. After one month I had received no response so I sent a letter to their complaints department with a copy of the correspondence to date asking them to try and get the department concerned to respond. After a further month I have received no response. Yesterday I sent a reminder letter to the complaints department but I am not optimistic. What should I do next?

Background info is that I have a large credit limit on the card which I use mainly for buying plane tickets. It is possible that it was blocked when I tried to buy a plane ticket in March. The transaction failed for no apparent reason - there was plenty of credit left. I then used a different method to buy the ticket. The card currently has a zero balance.

[Deleted User]

Use another card until they are able to respond and advise the issue.

Try the card from time to time to see if it is now unblocked.

cymruchris

Due to staffing levels they are very difficult to get hold of by telephone. I recently sent a secure message through the internet browser option, and they replied within 24 hours. Have you tried that option? (Not the app) 

peterinreading

cymruchris: who did you send your message to? I need to communicate with (a) the department that deals with blocked cards (b) the complaints department. Also, can you attach documents to the secure message? I will need to be able to attach a copy of their original letter informing me of the blocked card and asking me to contact them.

cymruchris

When you log in to Barclaycard via an internet browser, you can connect with them via secure message through the help section. They will automatically connect the message with the relevant department. They answered my question quickly, which did recommend a follow up phone call, but they also pointed out that it would be difficult to reach them at this time. I would start by sending a secure message - and see whether you get a response that way. The other benefit, is that you then have your message in writing, that you can refer back to at a later stage if necessary. 

Fighter1986

It's amazing to see how different firms have reacted differently to the pandemic.

It's a poor excuse after three months now not to have established an alternative and effective method for supporting customers. We certainly haven't stopped supporting customers in my line of work (NHS). In the trust I work for we got over 500 people out the door working from home over VPN within a fortnight or so. I personally gave over 125 one to one training sessions to members of staff on how to use the trust-provided IT equipment from home to continue safely and effectively supporting our patients. 

It's easy to do if you just pull your finger out and act rather than hiding behind Covid-19 as an excuse.

I've been bowled over by Nationwide's customer service during my recent switch to them. They're present and correct, and very happy to help - demonstrating that it is possible. 

If you have banking arrangements with firms who can't get their act together perhaps it's time to take your business elsewhere?

In the case of Barclaycard I'd escalate the issue to the FOS. 

LordSomebody

I must say, I’ve called BC twice over the last 3 months, and never been on hold for more than 15 minutes.

I’ve never needed a second line service though or referral to a different team.

Thrugelmir

Fighter1986 said:

It's easy to do if you just pull your finger out and act rather than hiding behind Covid-19 as an excuse.

Easy to throw dispersations about from the comfort of an armchair without knowing the full facts. Much of Baclaycards back office operation is in India.   

MinuteNoodles

Fighter1986 said:

It's easy to do if you just pull your finger out and act rather than hiding behind Covid-19 as an excuse.

So have you continued to work throughout the Covid-19 lockdown or are you yet another person sat at home on furlough my taxes have been supporting as I've not stopped working? Are your employers working at 100% or are they operating a restricted business?

Easy to criticise from your keyboard.

born_again

Fighter1986 said:

It's amazing to see how different firms have reacted differently to the pandemic.

It's a poor excuse after three months now not to have established an alternative and effective method for supporting customers. We certainly haven't stopped supporting customers in my line of work (NHS). In the trust I work for we got over 500 people out the door working from home over VPN within a fortnight or so. I personally gave over 125 one to one training sessions to members of staff on how to use the trust-provided IT equipment from home to continue safely and effectively supporting our patients. 

It's easy to do if you just pull your finger out and act rather than hiding behind Covid-19 as an excuse.

I've been bowled over by Nationwide's customer service during my recent switch to them. They're present and correct, and very happy to help - demonstrating that it is possible. 

If you have banking arrangements with firms who can't get their act together perhaps it's time to take your business elsewhere?

In the case of Barclaycard I'd escalate the issue to the FOS. 

What do you think all the banks are doing? The odd one or two staff sat in a office taking calls when they feel like it?
They all have ALL staff working from home. 
But while the NHS has managed to cope thanks to a massive amount of support. The banks have not got any. 
When TC went bust last year, we saw 1 to 2 hours waits to get through.
Now times that by hundreds, because that is roughly how many companies people are calling about to try and get refunds from. Because they are all in the same boat. Lack of staff to process the refunds. So it's lets call the bank to get the money back...
I know staff that have cancelled their holidays that were booked just to help (not that they could go anyway) but they could have enjoyed the stress free time not answering the phone.

Remember that each method of contact requires someone to work it, so for each none phone method there is. That is reducing staff on the phones.

So just what alternative and effective method do you think they should be using?

D3xt3r5L4b

MinuteNoodles said:

Fighter1986 said:

It's easy to do if you just pull your finger out and act rather than hiding behind Covid-19 as an excuse.

So have you continued to work throughout the Covid-19 lockdown or are you yet another person sat at home on furlough my taxes have been supporting as I've not stopped working? Are your employers working at 100% or are they operating a restricted business?

Easy to criticise from your keyboard.

I’m sure the people currently furloughed have also paid taxes as well so have contributed to their own means, by your logic.

”Your taxes” also pay for the NHS yet we seem to feel the need to thank them for doing the job they’re paid and employed to do. 

“Your taxes” also pay for those who decide to stay at home and not work full stop and “sponge” instead of working.