Barclaycard complaints do not respond

Fighter1986

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.

Thrugelmir 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.

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.   

Did either of you actually read my post?

Try again. 

Like I said, I've carried on in the NHS, exposing myself to risk daily along with everyone else in the NHS for not a penny of danger money and we had over 500 staff in my trust equipped to carry on working from the safety of their home within weeks, and I personally have provided over 125 one to one training sessions with staff members ensuring they can safely and effectively use the IT equipment we provisioned them with at home.

If Barclaycards operations are in a country that can't work now, then they should bring them back home and get some people here off furlough and back into paid work so that their customers continue to be supported.

It's possible, they just can't be bothered with the efforts and expense, when other banks or building societies can.

These times have revealed which financial institutions take their obligations seriously and which ones don't. 

I mean, by all means sympathise with a bank who doesn't give a monkeys about you if you like but imho this country would be a far better place if those of us treated like garbage by firms and institutions letting the side down voted with out feet and took our business to firms that give a damn. 

gt94sss2

Fighter1986 said

Like I said, I've carried on in the NHS, exposing myself to risk daily along with everyone else in the NHS 

And so have thousands of other people who don't work for the NHS, including many who don't have the option to work from home - and if you have been WFH, you have not been putting yourself at risk in the same way as others.
The OP wrote a letter to Barclaycard - not a good option when offices are shut - as their staff will also be working from home - so there won't be there to open letters.
They provide lots of ways to contact them including secure message, which has already been suggested, and which would lead to a much quicker answer, as staff can answer those from home.
All banks are facing huge demand at the moment with reduced staffing and they will be focused on helping vulnerable  customers in immediate need with things like payment holidays, chargebacks and processing applications for the govt support schemes.

peterinreading

cymruchris said:

When you log in to Barclaycard via an internet browser, you can connect with them via secure message through the help section....

I have sent a secure message as you suggested. Lets see if I get any reaction.

cymruchris

peterinreading said:

cymruchris said:

When you log in to Barclaycard via an internet browser, you can connect with them via secure message through the help section....

I have sent a secure message as you suggested. Lets see if I get any reaction.

Let us know if you make progress 👍

Fighter1986

gt94sss2 said:

Fighter1986 said

Like I said, I've carried on in the NHS, exposing myself to risk daily along with everyone else in the NHS 

And so have thousands of other people who don't work for the NHS, including many who don't have the option to work from home

Right, exactly, hence I find no justification for Barclaycard failing to respond.

It's not like there's a shortage of workforce at the moment who could be employed to work from home in place of their staff in India during the pandemic. 

As far as I'm aware the FOS guidelines are still such that a financial institution has eight weeks to resolve a query. The financial institutions still have an obligation to organise things in such a way to make that possible, just like all our forces, emergency services, healthcare services, supply chains and other essential service providers continue to do, every day, day in, day out.

To all of them, thank you. 

LordSomebody

It isn’t very sensible to recruit and manage people remotely on a temporary basis to deal with such sensitive personal and financial information. From a risk perspective, no financial institution would be able to do that. Certainly, as a BC customer, I wouldn’t want them to do that.

Barclaycard have channels for customers to contact them on. It might be a bit slower than usual, but it’s still possible.

born_again

Fighter1986 said:

gt94sss2 said:

Fighter1986 said

Like I said, I've carried on in the NHS, exposing myself to risk daily along with everyone else in the NHS 

And so have thousands of other people who don't work for the NHS, including many who don't have the option to work from home

Right, exactly, hence I find no justification for Barclaycard failing to respond.

It's not like there's a shortage of workforce at the moment who could be employed to work from home in place of their staff in India during the pandemic. 

As far as I'm aware the FOS guidelines are still such that a financial institution has eight weeks to resolve a query. The financial institutions still have an obligation to organise things in such a way to make that possible, just like all our forces, emergency services, healthcare services, supply chains and other essential service providers continue to do, every day, day in, day out.

To all of them, thank you. 

You clearly have no idea just how complex working at a bank is. Let alone being able to deal with disputes...

You can not just pluck someone off the street and say "Here is a computer, here is a phone off you go"..
For a start everyone has to be checked for criminal records, and no financial issues. Then trained on the banks systems (ours is 8 full time weeks) then a further month sat with a experienced rep to make sure there are no errors. 
To then go into disputes is a further 12 weeks training both classroom for all the scheme regulations & S75 training. Mixed in with taking call with a experienced rep sat with them.
So not exactly something that can be done in the current situation.

We have previously even taken staff from a 3rd party call center who were dealing with another banks work. But even to fast track them took 2 weeks to get them anywhere near being able to use systems. Again you are losing staff while they are learning.

All of which is a moot point given that ALL recruitment and training is on hold due to social distancing and no one working in the offices. Other than the team opening mail.

Fighter1986

Oh I understand the intricate nature and regulations surrounding banking. I too work in a field of delicacy, precision and significant training that also necessitates E-DBS background checks and such forth. I've worked in the financial, medical and large scale network provider industries throughout my career, as I'm sure many other members here also have.

What I'm also very much aware of is the fact that there are other banks and building societies in this nation who have equipped themselves and reacted far better to the current way of things than Barclaycard. 

I'm not going to excuse them their obligations under the FCA guidelines when other financial institutions are able to respond to customers within reasonable time frames in the current climate. 

mcpitman

Fighter1986 said:

I'm not going to excuse them their obligations under the FCA guidelines when other financial institutions are able to respond to customers within reasonable time frames in the current climate. 

You don't need to excuse them, you just need to remove the chip off your shoulder and fully understand the complications of onshoring an offshored operation, and the ability to do that efficiently and quickly and within regulatory boundaries.

NHS are no better - talk to me about your plentiful supply of PPE you had stocked up. Unfair argument and poke right? Barclaycard knew no more about the global pandemic than the NHS did, yet the NHS were still woefully, wholly and ridiculously under-prepared.

I am being facetious to a point, but getting sick of back office NHS/key worker staff claiming they are risking their lives, sat at home in their frickin dining room.

born_again

Fighter1986 said:

What I'm also very much aware of is the fact that there are other banks and building societies in this nation who have equipped themselves and reacted far better to the current way of things than Barclaycard. 

I'm not going to excuse them their obligations under the FCA guidelines when other financial institutions are able to respond to customers within reasonable time frames in the current climate. 

Well a lot depends on the number of customers a bank has and what type of spending they do. 
The teams that deal with this type of problem are never large, as they are not money making area's. Only there because regulations require them.
If they were out sourced to India, then unless they could get the team working from home. Which is not a easy task in the UK, then think that India's lock down was total. So unless they had a good start they were stuffed. 

The question is what is a reasonable timescale at the moment?