Problem with opening a Barclays current account via their mobile banking app

CuriousGirl

Has anyone experienced such a problem ? 

In the past used to have their everyday account which was closed and switched to a different bank in May 2022. In October I attempted to open it again via their app  but kept receiving a message saying ' Sorry, we can't open your account right now. Please try again later. If this error continues, please get in touch with us'.

There is more to the story but firstly I would like to ask whether anyone had the same problem. 

Thank you!

overspender22

I have had this issue when trying to open a second current account. Have had a Barclays account for years but not used it aside from a couple of transfers and cash withdrawals for a couple of years. 

When I tried to open a second account via the app I had that exact message. 

Band7

I don't obviously know what the "more to the story" is, so my experience may not help you but I'll share it anyway. I had an absolutely terrible time opening another Barclays current account after I had switched away. I had kept my Barclays credit card and used the app and online banking without issues. 

When I decided to apply - logged into the app, or online - for another Barclays current account (because I wanted their Rainy Day Saver), I got stuck immediately, with the same message as yours. After weeks of having been given the runaround and 3 separate appointments in the 'local' Branch (30 minutes drive away), I was eventually advised by the Barclays complaints team to apply online as a new customer (i.e. not logged in). This worked like a dream, and I had my new debit card within a week.

I then deleted my Barclays app and installed it again from scratch, with the new login credentials. To my surprise, it showed my Barclaycard CC, alongside my new current account. This meant I didn't need to bother any longer with the old login details. All has been working without any problems since.

Please report back if you try the application as a new customer. 

CuriousGirl

Many thanks to you lovely people for your responses, it is exactly what I wanted to hear as there is at the moment a case opened by me with the FOS due to the way Barclays was dealing with the issue. 

To be continued but Band7, this is exactly my story. How did you manage to open the account online as the only way to open it is via the app even if you are a new customer? Just like you I have a credit card with them and wanted to open the account again to get their Rainy day and stick a substantial sum of money in it. 

Upd. yes I can see there is an online form on their website, will  give it a go. Thanks again.

Band7

I just went to the application page, not logged in, and filled in the application form as a brand new applicant. Where it asks whether you are an existing customer, say no.


This was recommended to me by one of the Barclays Complaints team when I eventually rang them to file a complaint about the never-ending runaround.

She said there was a problem with my profile that she couldn't resolve but she said the new application would create a new profile, and the old and the new profile could be merged if required. As it happened, I had no need to faff about with the old profile, as my only other Barclays account, the Barclaycard CC, magically popped up alongside my shiny new account. 

Try it!

CuriousGirl

Band7 said:

I just went to the application page, not logged in, and filled in the application form as a brand new applicant.


This was recommended to me by one of the Barclays Complaints team when I eventually rang them to file a complaint about the never-ending runaround.

She said there was a problem with my profile that she couldn't resolve but she said the new application would create a new profile, and the old and the new profile could be merged if required. As it happened, I had no need to faff about with the old profile, as my only other Barclays account, the Barclaycard CC, magically popped up alongside my shiny new account. 

Try it!

Band7, I love you  . Just tried and Good news, your Barclays Bank Account is now open.

Band7

Brilliant! I am so pleased for you! Hopefully your Barclaycard CC will also find its way to your new profile.

Staggering that there seems to be just one person in Barclays who knows how to resolve the issue. Mind you, some Barclays jobsworth might have decided they never ever want you back if you had the temerity to switch away.....anyway, enjoy your Rainy Day Saver 

CuriousGirl

So now I think I will tell yBand7 said:

I just went to the application page, not logged in, and filled in the application form as a brand new applicant. Where is asks whether you are an existing customer, say no.


This was recommended to me by one of the Barclays Complaints team when I eventually rang them to file a complaint about the never-ending runaround.

She said there was a problem with my profile that she couldn't resolve but she said the new application would create a new profile, and the old and the new profile could be merged if required. As it happened, I had no need to faff about with the old profile, as my only other Barclays account, the Barclaycard CC, magically popped up alongside my shiny new account. 

Try it!

Well looks like there is a systemic issue so it is exactly what the FOS will be looking into.

So there is my story.

When I tried to open the account via the app and received the  stupid message I tried again and again because it looked lite a technical problem to me. After a few attempts being fed up with the technology I ended up going to a local branch during my precious lunch time.

A nice lady at their reception desk kindly looked at my details on their system, said that she could see the details of my application but had no idea why the account could not be opened. As  he accounts opening was not her specialization she recommended me to see a product specialist, which I did next day during my precious lunch, again.

Just in case I brought with me two identification documents ( my passport and my driving licence ) and a utility bill as prof of my ID. The customer rep checked my documents and attempted to open the account. However instead of the Current everyday account this time I was only offered a basic account. Which was absolutely no use for me as with this account I would not be able to join the Blue Reward scheme and open the Rainy day saving account. I was actually quite shocked and even insulted  as a basic type of account is normally offered to people who do not satisfy the bank's criteria - could be an absence of a job, a low salary, poor credit history ect..

The customer rep said that 'my credit rating was not good enough the have a normal account' 

None of the above would apply to me - a secure job with an above the average salary, an excellent credit history, a mortgage that I regularly overpay, no missed payments ever. Moreover I actually work in the financial services, managing  the other people's money and the FCA and my company make sure I am fit and proper for my role. Still not good for Barclays 

After the branch visit I returned home and phoned Barclays to file a formal complaint. The person who was filing the complaint for me over the phone checked their records and was surprised the see that my file had  the whopping  6 (SIXTH !) current account applications being declined! Six! So every time I would attempt to apply for a current account through the Barclays mobile app my application was declined. But of course the app would never advise me about that. So I would apply again and again and again. No wonder that after the six 'black' marks of my credit file they were only able to offer me a basic account. 

To cut the long story short, after complaining I received a text from Barclays with a reference number with regards with my complaint. Which has not been resolved to my satisfaction at all.  It has been taken them a whole month to deal with it to come to a conclusion that they did not know why my application was declined. During this time I have received some numerous phone calls from an employee who was dealing with the complaint. All I heard over the phone was - 'I do not know what happened, the app should generate an error code, but is did not so I do not know'. Such a waste of my time as all the calls  were during my working hours, distracting me from my duties and making me absolutely frustrated and upset. Plus all of them kept trying to convince me that  there was a problem with my credit file and recommend to check it. Well during that month I have applied for a credit card with another provider and was approved with no problem and with a massive limit on it. 

Moreover, Barclays complaint team managed to log my complaint as a 'concern' so they have never properly acknowledged my complain, nor they supplied me with a proper company final response and a booklet with my rights to go to FOS.  They have never  attempted to resolve my complain or do redress.  Some of their staff were incredibly rude and unprofessional over the phone, calling me 'love' and sending  me to the branch to find out who closed my account, Barclays or the other bank . 

Last week I finally received their 'final response' that was a joke, stating ' we do not know' and as I said nobody  actually offered to compensate me for the waste of my time and the loss of the interest on my money. 

So have complained to the FOS and awaiting for them to come back to me. As I see it there is a big problem with the way they treat they customers by misleading them. 

In my case I have been misled by their mobile app during the process of applying for their account, I was not given any  clear information stating that my application was declined. I was sure there were other customers affected by this issue ,that is why I am posting on here. If an application is declined for that or another reason the customer should be immediately informed about it. Period. 

So good luck to Barclays with the FOS, I am expecting to be properly compensated for this nightmare. 

CuriousGirl

Band7 said:

Brilliant! I am so pleased for you! Hopefully your Barclaycard CC will also find its way to your new profile.

Staggering that there seems to be just one person in Barclays who knows how to resolve the issue. Mind you, some Barclays jobsworth might have decided they never ever want you back if you had the temerity to switch away.....anyway, enjoy your Rainy Day Saver 

Will do, thank you ever so much ! 

Band7

Crikey, I thought my experience was bad, but yours sounds even worse.

I was never offered a basic account. I was just treated like a leper every time I went into the particular Branch - which I have now decided I will never ever go into again. The Branch is relatively small, but that's no excuse for the utter incompetence of the staff in that Branch. When I rang Barclays CS, they said they couldn't help me as the matter was now being dealt with by the Branch. This is when I called the Complaints team to file a formal complaint. Initially, the complaints handler said I need to go to Branch and she could make an appointment for me - in some 5 weeks time!!! Five. Weeks. When I said I would never go back to the nearest Branch, she checked a couple of others - no appointments possible for at least 6 weeks. Six. Weeks. For goodness sake, all I want is a current account! Anyway, as she was quite desperate not to let me file a complaint, she then said I could try the application as a new customer online. She was waiting on the phone whilst I did that, and was at least as pleased as I was when less than 2 minutes later I had my new current account. And the rest is history. I decided not to press ahead with a complaint because I only ever used my old Barclays account for the Blue Rewards, and the new one is really only as an enabler for the Rainy Day Saver. I don't want to give them any opportunity to close my account on the grounds that I am not using it as a 'proper' current account.

That they only offered you a Basic account in Branch sounds like a story the Branch just made up - - - - after all, you managed to open a proper account with ease yourself today in online banking! 

Let's hope the FOS will ask Barclays to get their house in order - though they have no power to tell Barclays how they should handle current account applications. They will only be able to ask them to reimburse you for any losses, so may be you can get £50. Good luck and let us know how this gets settled.

CuriousGirl

Band7 said:

Crikey, I thought my experience was bad, but yours sounds even worse.

I was never offered a basic account. I was just treated like a leper every time I went into the particular Branch - which I have now decided I will never ever go into again. The Branch is relatively small, but that's no excuse for the utter incompetence of the staff in that Branch. When I rang Barclays CS, they said they couldn't help me as the matter was now being dealt with by the Branch. This is when I called the Complaints team to file a formal complaint. Initially, the complaints handler said I need to go to Branch and she could make an appointment for me - in some 5 weeks time!!! Five. Weeks. When I said I would never go back to the nearest Branch, she checked a couple of others - no appointments possible for at least 6 weeks. Six. Weeks. For goodness sake, all I want is a current account! Anyway, as she was quite desperate not to let me file a complaint, she then said I could try the application as a new customer online. She was waiting on the phone whilst I did that, and was at least as pleased as I was when less than 2 minutes later I had my new current account. And the rest is history. I decided not to press ahead with a complaint because I only ever used my old Barclays account for the Blue Rewards, and the new one is really only as an enabler for the Rainy Day Saver. I don't want to give them any opportunity to close my account on the grounds that I am not using it as a 'proper' current account.

That they only offered you a Basic account in Branch sounds like a story the Branch just made up - - - - after all, you managed to open a proper account with ease yourself today in online banking! 

Let's hope the FOS will ask Barclays to get their house in order - though they have no power to tell Barclays how they should handle current account applications. They will only be able to ask them to reimburse you for any losses, so may be you can get £50. Good luck and let us know how this gets settled.

Same here when I tried to make an appointment, in beginning of October, I was offered a day in mid December! I am just so !!!!!! off as I feel they were treating me as a second-class citizen. I totally understand is you are being declined a loan, a credit card. an overdraft  but j not a current account??? I actually directly asked them whether they were 'punishing' me for closing and switching away but of course they said no and according to them I could close and reopen it as many times as I want. Mmmm.

You were really lucky to be in contact with someone who actually bothered to offer a solution. 

Thank you again and I will keep you posted. I hope that other people with the same issue will be able to get the account opened thanks to your advice.