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

CuriousGirl

grizzlegrizzle said:

Similar problem experienced here when opening a Barclays current account. Tried repeatedly in app over a couple of weeks and kept getting an error message. Gave up and tried online and the account was opened successfully. 

Still can't use the app though! Customer service can't resolve this. The Barclays app seems to be very problematic.

Family member who did manage to open a current account through the app (and was an existing Barclays customer) has since had repeated error messages and no one at Barclays has any idea what the error codes mean or how to resolve it. Only workaround was to request activation of full online banking (doesn't happen automatically when the current account is opened) and was still a complete pain to lose access to the account and not have the app functionality. 

Have you ever had a current account with them ?

Band7

grizzlegrizzle said:

Similar problem experienced here when opening a Barclays current account. Tried repeatedly in app over a couple of weeks and kept getting an error message. Gave up and tried online and the account was opened successfully. 

Still can't use the app though! Customer service can't resolve this. The Barclays app seems to be very problematic.

Family member who did manage to open a current account through the app (and was an existing Barclays customer) has since had repeated error messages and no one at Barclays has any idea what the error codes mean or how to resolve it. Only workaround was to request activation of full online banking (doesn't happen automatically when the current account is opened) and was still a complete pain to lose access to the account and not have the app functionality. 

Did you try to completely delete and re-install the app? I have no idea whether this would help but reckon it's worth a try if you haven't already tried it.

CuriousGirl

Band7 said:

grizzlegrizzle said:

Similar problem experienced here when opening a Barclays current account. Tried repeatedly in app over a couple of weeks and kept getting an error message. Gave up and tried online and the account was opened successfully. 

Still can't use the app though! Customer service can't resolve this. The Barclays app seems to be very problematic.

Family member who did manage to open a current account through the app (and was an existing Barclays customer) has since had repeated error messages and no one at Barclays has any idea what the error codes mean or how to resolve it. Only workaround was to request activation of full online banking (doesn't happen automatically when the current account is opened) and was still a complete pain to lose access to the account and not have the app functionality. 

Did you try to completely delete and re-install the app? I have no idea whether this would help but reckon it's worth a try if you haven't already tried it.

I did but I cannot see my account in the app, still only my Barclays credit card. I guess I need to wait for my debit card and the online log in codes to arrive in post so I can register the account online.

Band7

CuriousGirl said:

Band7 said:

grizzlegrizzle said:

Similar problem experienced here when opening a Barclays current account. Tried repeatedly in app over a couple of weeks and kept getting an error message. Gave up and tried online and the account was opened successfully. 

Still can't use the app though! Customer service can't resolve this. The Barclays app seems to be very problematic.

Family member who did manage to open a current account through the app (and was an existing Barclays customer) has since had repeated error messages and no one at Barclays has any idea what the error codes mean or how to resolve it. Only workaround was to request activation of full online banking (doesn't happen automatically when the current account is opened) and was still a complete pain to lose access to the account and not have the app functionality. 

Did you try to completely delete and re-install the app? I have no idea whether this would help but reckon it's worth a try if you haven't already tried it.

I did but I cannot see my account in the app, still only my Barclays credit card. I guess I need to wait for my debit card and the online log in codes to arrive in post so I can register the account online.

Yes, exactly. You need to register for online banking with your new debit card. I then deleted my existing Barclays app, re-installed it, and logged in with my new details. My new current account and my Barclaycard both showed immediately.

I wouldn't have been bothered if my Barclaycard wouldn't have shown in the app as I only ever look at the statement, once a month. As the statement is available online a day or two before it appears in the app, I do this online, anyway. But it's obviously a bonus that I only need one set of login details.

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.

Well I am going to spare you from all my communications with the FOS but I have just received a phone call from their complaint handler. Barclays have agreed  that there is an issue with applying  via the app, they are going to fix it. Moreover I was passed a special thank you from them for being persistent and concerned about the other customers.  A token of appreciation and compensation (more than £50  ) is coming my way as I have accepted their offer. 

enterprising2016

Hi everyone,

I found myself in very similar shoes.

About 10 years ago, I applied online for a Barclays bank account unsuccessfully. A branch opened a basic bank account. I required telephone assistance to set up online banking but the officer was upset with my answers to security questions, applied a fraud marker and closed the account. (This did not affect Barclaycard which has been in good standing for 11 years)

It took several complaints before the fraud marker was eventually removed and another basic bank account opened. This second basic bank account is well maintained for 3 years.

I was unable to open the standard bank account in the apps nor online banking (logged in) and received the same messages of "Your account cannot be opened, etc". Eventually, I followed advice on this forum and opened the account as a new customer online (not logged in). A new account was opened successfully.

However, the new account does not appear in my existing online banking or apps.

Does anyone know how to work around this? THANK YOU!!!

Still traumatised by past incidences of account closure/marker, of course, I am worried that the new account may not be honoured. 

(Barclays complaint teams have told me several times that Barclays and Barclaycard are separate)