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Barclays Blue Rewards
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Sensory said:
The chances of first-point-of-contact bank staff providing complete and accurate information when asked verbally in a real-time conversation (without an opportunity to verify references), is far less than 100%.
Internal staff training is not great from my experience, a lot of the knowledge staff have is just built up from whatever customers have asked them over time, and if they haven't been asked about it then they're not going to know and will have to put you on hold and ask a more experienced colleague or do some rapid research themselves (both outcomes of which could turn out to be incorrect as they’re often under pressure to get through a call as quickly as possible).
The training when I started out was basically just how to use the software, some basic processes (e.g. how to log a phone call), and how to answer a few of the most common things you'd get asked by customers. Then you get released to the front lines.
Staff are not reading through loads of the products terms and conditions when they're being trained, there isn't the time for that (and chances are they won't remember most of it anyway). And they generally won’t have time to read up on these sorts of things once they’re released from training either as they’ll be too busy taking calls. So as a customer you might get lucky and are answered by someone who’s been there years and built up loads of knowledge, or you may have someone who’s just come out of training and really has no idea!
I would say it’s often better to just refer to any product literature that exists as literature usually is looked over by many knowledgeable (and highly paid) people within a company before being signed off and published and it’s also what call centre staff will end up turning to anyway to try and answer a query.
Little bit off topic but may be interesting for some of you to know.8 -
I would say it’s often better to just refer to any product literature that exists as literature usually is looked over by many knowledgeable (and highly paid) people within a company before being signed off and published and it’s also what call centre staff will end up turning to anyway to try and answer a query.
However for the vast majority who dont need to know the intricacies they will be perfectly adequate and acceptable to publish.
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I upgraded to Blue Rewards on 1st May, and got my welcome email on the 5th. I put more than £800 into the CA, and then transferred out to the RDS between the 1st and 5th, but got an automated email today stating I didn't pay in £800. I will pay in a further £800 to be safe, but it seems to me their systems still haven't been fixed regarding this. The point has been added to my existing complaint, so hopefully it is fixed this time.If you want me to definitely see your reply, please tag me @forumuser7 Thank you.
N.B. (Amended from Forum Rules): You must investigate, and check several times, before you make any decisions or take any action based on any information you glean from any of my content, as nothing I post is advice, rather it is personal opinion and is solely for discussion purposes. I research before my posts, and I never intend to share anything that is misleading, misinforming, or out of date, but don't rely on everything you read. Some of the information changes quickly, is my own opinion or may be incorrect. Verify anything you read before acting on it to protect yourself because you are responsible for any action you consequently make... DYOR, YMMV etc.1 -
ForumUser7 said:I upgraded to Blue Rewards on 1st May, and got my welcome email on the 5th. I put more than £800 into the CA, and then transferred out to the RDS between the 1st and 5th, but got an automated email today stating I didn't pay in £800. I will pay in a further £800 to be safe, but it seems to me their systems still haven't been fixed regarding this. The point has been added to my existing complaint, so hopefully it is fixed this time.1
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Bridlington1 said:ForumUser7 said:I upgraded to Blue Rewards on 1st May, and got my welcome email on the 5th. I put more than £800 into the CA, and then transferred out to the RDS between the 1st and 5th, but got an automated email today stating I didn't pay in £800. I will pay in a further £800 to be safe, but it seems to me their systems still haven't been fixed regarding this. The point has been added to my existing complaint, so hopefully it is fixed this time.If you want me to definitely see your reply, please tag me @forumuser7 Thank you.
N.B. (Amended from Forum Rules): You must investigate, and check several times, before you make any decisions or take any action based on any information you glean from any of my content, as nothing I post is advice, rather it is personal opinion and is solely for discussion purposes. I research before my posts, and I never intend to share anything that is misleading, misinforming, or out of date, but don't rely on everything you read. Some of the information changes quickly, is my own opinion or may be incorrect. Verify anything you read before acting on it to protect yourself because you are responsible for any action you consequently make... DYOR, YMMV etc.1 -
@ForumUser7
Unless you enjoy complaining, simply fund your Barclays Current Account with a Standing Order instead of a Faster Payment, and get on with your life.1
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