Cashback from Barclays blue?

Bazzalona13295

wiseonesomeofthetime said:

I found their customer service shocking, hence why I'm removing their services from my portfolio.

I guess it all depends on who you speak to in customer service, however the chances of finding somebody knowledgeable isn't great.

masonic

Bazzalona13295 said:

wiseonesomeofthetime said:

I found their customer service shocking, hence why I'm removing their services from my portfolio.

I guess it all depends on who you speak to in customer service, however the chances of finding somebody knowledgeable isn't great.

...or someone willing to hear a complaint, it would seem!

wiseonesomeofthetime

masonic said:

Bazzalona13295 said:

wiseonesomeofthetime said:

I found their customer service shocking, hence why I'm removing their services from my portfolio.

I guess it all depends on who you speak to in customer service, however the chances of finding somebody knowledgeable isn't great.

...or someone willing to hear a complaint, it would seem!

Yeah, I was basically told that I could not complain because what I was complaining about was in the T&C of the offer, but they were unable to guide me as to where that clause was, cos I couldnt see it. Then  claimed I had admitted receiving the £10 cashback, which I had not, and my account, and the chat, proved that, then wanted me to prove how I had been affected by this financially when seeking compensation for the amount of time I had taken chasing this missing cashback (multiple live chats over threee weeks and different responses) and the poor customer service experience. 

The compensation I was after was only ever the remainder of my £10 cashback earned, so < £10.

I gave up and chose to vote with my feet.

masonic

wiseonesomeofthetime said:
The compensation I was after was only ever the remainder of my £10 cashback earned, so < £10.

I gave up and chose to vote with my feet.

Fair enough, but I would probably have dug in my heels and let it go to the FOS if necessary. Wouldn't have been drawn into unnecessary aggravation, just put my complaint in writing to them and let them address it or not, then escalated it if not satisfied. 

For the benefit of others who might wish to avoid aggravation via live chat or phone calls, they have a freepost address for written complaints. You can ask that they respond via post so that you have all of their correspondence in writing.

pochisoldi

The terms and conditions seem to include a get out "

• Barclays accepts no responsibility for delayed or otherwise affected cashback payments due to technical reasons or otherwise. Barclays and its group companies and contractors will not be liable (to the extent permitted by law) for any loss or damage arising out of organising or holding this cashback offer or as a result of your participation in the Offer, or if the Offer does not run as planned. "

The way I see it, Barclays can't absolve themselves of all responsibility if their systems !!!!!! up.
The offer is pretty much a contract - you use your card for valid transactions, they pay you cashback on those transactions. 
They could reserve the right to pull the offer (for example if they have spent the budgetted amount), but they haven't pulled it.

If you are in the position I'm in - current debit card not linked - there are still offers to be had, that I still cannot access (10% at Morrisons is one).
My complaint regarding the 5% cashback is going to FOS, and I'm considering spending £10 on my debit card at Morrisons so I can raise a second complaint, and I'll get a second payoff.

As stated before, the only reason I'm still with Barclays is the offset mortgage. Their IT is crumbling, and their definition of "customer service"  seems to be "If we give you £x will you leave us alone?". If only they put half as much effort into fixing problems as they spend on procrastination.

masonic

pochisoldi said:

The terms and conditions seem to include a get out "

• Barclays accepts no responsibility for delayed or otherwise affected cashback payments due to technical reasons or otherwise. Barclays and its group companies and contractors will not be liable (to the extent permitted by law) for any loss or damage arising out of organising or holding this cashback offer or as a result of your participation in the Offer, or if the Offer does not run as planned. "

The way I see it, Barclays can't absolve themselves of all responsibility if their systems !!!!!! up.
The offer is pretty much a contract - you use your card for valid transactions, they pay you cashback on those transactions. 
They could reserve the right to pull the offer (for example if they have spent the budgetted amount), but they haven't pulled it.

If you are in the position I'm in - current debit card not linked - there are still offers to be had, that I still cannot access (10% at Morrisons is one).
My complaint regarding the 5% cashback is going to FOS, and I'm considering spending £10 on my debit card at Morrisons so I can raise a second complaint, and I'll get a second payoff.

As stated before, the only reason I'm still with Barclays is the offset mortgage. Their IT is crumbling, and their definition of "customer service"  seems to be "If we give you £x will you leave us alone?". If only they put half as much effort into fixing problems as they spend on procrastination.

They can put whatever they like into the T&Cs, but these cannot override your statutory or regulatory rights. The FCA consumer Outcome 5 states: "Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect."

Your complaint will ultimately be judged on what you could have reasonably expected from the most prominent information about the service you are complaining about. The most prominent information in Barclays promotions is that you will be paid this cashback, so that is what you should reasonably expect. They have not stated, in as prominent wording as the 5% cashback claim, "Oh BTW we are incompetent, and may not be able to pay you anything, soz!"

Ed-1

masonic said:

pochisoldi said:

The terms and conditions seem to include a get out "

• Barclays accepts no responsibility for delayed or otherwise affected cashback payments due to technical reasons or otherwise. Barclays and its group companies and contractors will not be liable (to the extent permitted by law) for any loss or damage arising out of organising or holding this cashback offer or as a result of your participation in the Offer, or if the Offer does not run as planned. "

The way I see it, Barclays can't absolve themselves of all responsibility if their systems !!!!!! up.
The offer is pretty much a contract - you use your card for valid transactions, they pay you cashback on those transactions. 
They could reserve the right to pull the offer (for example if they have spent the budgetted amount), but they haven't pulled it.

If you are in the position I'm in - current debit card not linked - there are still offers to be had, that I still cannot access (10% at Morrisons is one).
My complaint regarding the 5% cashback is going to FOS, and I'm considering spending £10 on my debit card at Morrisons so I can raise a second complaint, and I'll get a second payoff.

As stated before, the only reason I'm still with Barclays is the offset mortgage. Their IT is crumbling, and their definition of "customer service"  seems to be "If we give you £x will you leave us alone?". If only they put half as much effort into fixing problems as they spend on procrastination.

They can put whatever they like into the T&Cs, but these cannot override your statutory or regulatory rights. The FCA consumer Outcome 5 states: "Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect."

Your complaint will ultimately be judged on what you could have reasonably expected from the most prominent information about the service you are complaining about. The most prominent information in Barclays promotions is that you will be paid this cashback, so that is what you should reasonably expect. They have not stated, in as prominent wording as the 5% cashback claim, "Oh BTW we are incompetent, and may not be able to pay you anything, soz!"

Rather like the cashback sites saying "cashback is not guaranteed", Barclays could have stated that.

masonic

Ed-1 said:

masonic said:

pochisoldi said:

The terms and conditions seem to include a get out "

• Barclays accepts no responsibility for delayed or otherwise affected cashback payments due to technical reasons or otherwise. Barclays and its group companies and contractors will not be liable (to the extent permitted by law) for any loss or damage arising out of organising or holding this cashback offer or as a result of your participation in the Offer, or if the Offer does not run as planned. "

The way I see it, Barclays can't absolve themselves of all responsibility if their systems !!!!!! up.
The offer is pretty much a contract - you use your card for valid transactions, they pay you cashback on those transactions. 
They could reserve the right to pull the offer (for example if they have spent the budgetted amount), but they haven't pulled it.

If you are in the position I'm in - current debit card not linked - there are still offers to be had, that I still cannot access (10% at Morrisons is one).
My complaint regarding the 5% cashback is going to FOS, and I'm considering spending £10 on my debit card at Morrisons so I can raise a second complaint, and I'll get a second payoff.

As stated before, the only reason I'm still with Barclays is the offset mortgage. Their IT is crumbling, and their definition of "customer service"  seems to be "If we give you £x will you leave us alone?". If only they put half as much effort into fixing problems as they spend on procrastination.

They can put whatever they like into the T&Cs, but these cannot override your statutory or regulatory rights. The FCA consumer Outcome 5 states: "Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect."

Your complaint will ultimately be judged on what you could have reasonably expected from the most prominent information about the service you are complaining about. The most prominent information in Barclays promotions is that you will be paid this cashback, so that is what you should reasonably expect. They have not stated, in as prominent wording as the 5% cashback claim, "Oh BTW we are incompetent, and may not be able to pay you anything, soz!"

Rather like the cashback sites saying "cashback is not guaranteed", Barclays could have stated that.

Yes, and the cashback sites have the benefit of not being in such a highly regulated sector, so they have a lower bar for being clear in their communications. But Barclays could have stated that X% of transactions won't receive cashback due to technical issues and probably could have gotten away with that if it was prominent enough in their marketing.

Bazzalona13295

Little update.......

15th December I was told a formal complaint was being filed and I would hear back (probably via letter?!) within 10 working days.

Shock horror no such correspondence.

So.......another message has gone in, they have offered me the princely sum of £12.40 to which my answer was er....no.

Told them I have spent hours on this and they SHOULD or have spent a lot of time on this and I would like a higher figure to be offered (hold my hand up to bare faced cheek).

Answer? We can only offer that or register a complaint for you......and you may get feedback.

Thats what was said a month ago, in fact its less than was said a month ago. I'm going to end up going into branch, they are so so poor.

ForumUser7

Bazzalona13295 said:

Little update.......

15th December I was told a formal complaint was being filed and I would hear back (probably via letter?!) within 10 working days.

Shock horror no such correspondence.

So.......another message has gone in, they have offered me the princely sum of £12.40 to which my answer was er....no.

Told them I have spent hours on this and they SHOULD or have spent a lot of time on this and I would like a higher figure to be offered (hold my hand up to bare faced cheek).

Answer? We can only offer that or register a complaint for you......and you may get feedback.

Thats what was said a month ago, in fact its less than was said a month ago. I'm going to end up going into branch, they are so so poor.

Where did they get 12.40 from? Was that the exact loss or something? Nonetheless - seems pretty stingy, especially given the inconvenience faced in getting back in touch.