Complaint Letter To Barclays

THE_ROCK84

Hi all, after try numeous times to get a Connect card from barclays (even thought i have a £1600 o/d limit, im going to try to upgrade my account to platinum banking which has a Platinum Connect card.

Ive got a relevant products, but my local branch is useless and dont even know what the products it. I cant change banks because i have a default on my file and i really like the online banking.

Ive written a letter to the complaint websites at barclays and wanted a second opinion. Here the letter, i dont not want different ideas, just a review of my letter and any improvements. Thanks all





Dear Sir/Madam

After recently browsing the main Barclays website, I come across the “Platinum Banking” section. Having read the features which I was attracted to, I decided to see if I held any of the eligible products.

After checking if I held any of the qualifying products on the website, I found that I had fallen into the category of “Or a Barclays current account plus two of the following:” The two products that I hold are with would make me eligible according the list are “A life assurance policy” and “A Barclays Pension”. On top of this I also have a “Barclaycard Gold card” with a £2200 credit limit (held for THREE years), which is also on the list of products that you hold to qualify for “Platinum Banking” meaning that I have THREE different products which qualify me for “Platinum Banking”.

I was absolutely disgusted and appalled that when I went into my local branch (20-42-76 South all) that they wouldn't do the upgrade for me because according to her, I didn't hold any of the relevant products and was just laughed at. I feel very angry, and was totally embarrassed in front of all the staff and the customers.

Having banked with Barclays for over FIVE years (and using of all it features, i.e telephone banking and online banking, and holding a Barclays Bank Current Account with a £1600 BBA overdraft limit, I find this totally unacceptable!

Please can your upgrade my account to “Platinum banking” with all the features including the Platinum Banking Connect Card!

bargains83

Im still having a battle with Abbey at the moment to get them to replace my Electron card with a Visa/Delta one (like barclays connect). I have £300 overdraft limit and my account is credited with above £500 every month. I wrote to them at the beginning of July. Got a prompt response on the 7th saying that they could give me a card and sent me a declaration form to sign. However I posted this back to them on the 8th and have heard nothing back since and have no new card.

I don't think it takes longer than a month to issue a new card does it?. Looks like im going to have to write AGAIN. I would use telephone banking but I can't do with been passed from pillar to post!.

louise1234_2

Honest opinion??

You could sent it as it is, it would give the complaints people a laugh!

To be frank it isn't the most eloquent letter - words like 'disgusted' and 'appalled'
are IMHO way too strong for your situation - one member of staff was ill-informed and caused you slight embarrasment. I'd tone it down and double check that website was right and staff member was wrong. Then ask for an upgrade. Also IMHO putting in the credit limits and the years in capitals is also way too OTT.

There is obviously a training need if members of staff are giving out wrong info and not acting professionally, which you are very justified in complaiing about.

newfoundglory

louise1234 wrote:

Honest opinion??

You could sent it as it is, it would give the complaints people a laugh!

To be frank it isn't the most eloquent letter - words like 'disgusted' and 'appalled'
are IMHO way too strong for your situation - one member of staff was ill-informed and caused you slight embarrasment. I'd tone it down and double check that website was right and staff member was wrong. Then ask for an upgrade. Also IMHO putting in the credit limits and the years in capitals is also way too OTT.

There is obviously a training need if members of staff are giving out wrong info and not acting professionally, which you are very justified in complaiing about.

I have to totally agree with louise1234. While some situations do justify a much more harsh approach, this isnt one of them! You definitely do need it to be a bit more concise, factual and friendly. Positive and respectful tone!

State facts, state what you want to happen... and even if you are angry adding a complimentary comment is far more likely to get you this resolved with an apology if they are wrong.

Bossyboots

bargains83 wrote:

Im still having a battle with Abbey at the moment to get them to replace my Electron card with a Visa/Delta one (like barclays connect). I have £300 overdraft limit and my account is credited with above £500 every month. I wrote to them at the beginning of July. Got a prompt response on the 7th saying that they could give me a card and sent me a declaration form to sign. However I posted this back to them on the 8th and have heard nothing back since and have no new card.

I don't think it takes longer than a month to issue a new card does it?. Looks like im going to have to write AGAIN. I would use telephone banking but I can't do with been passed from pillar to post!.

Have you considered that your card has "disappeared" en route to you. Can you get to a branch and ask them to check whether the card has been issued. Otherwise, I strongly recommend that you persevered with chasing them by 'phone as my daughter's card (which she also had to battle for) took 5 working days to arrive.

You should also by now have received separately a pin number. If you have not received either, I would suggest that despite being told they would give you a card, they in fact are not going to do so.

We went to the branch and made a very loud fuss before my daughter got her card.

Daft_Monkey

My suggestion to you will be to take a printout of their site and go to the branch.
Some time ago, I made an enquiry about Platinum Banking at my local branch (not the branch I hold the account with, from my uni days) and was given a leaflet. A week or so later I went back to the branch (after making sure I had the bare minimum reqs) to apply. Result: I was refused, on the premise that I didn't hold the products required. I then pointed out that their documentation states otherwise at which stage they said they'll pass my application to the Platinum Banking department. Few weeks later I had my Platinum Connect in hand, and a couple of months down the line the only Barclays product I held was my current account. It's been now more than a year and a half since I got rid of the other Barclays products and my Platinum status hasn't been revoked.

tinalives

I agree with Daft_Monkey, if you take some evidence (their terms) with you the staff can't argue the point unless they really are that stupid!

homersimpson_3

first of all double check the site and ensure you are right. i would also go back to branch with required documentation and politely explain you meet the criteria.
why the letter anyway? doesn't barclays have a complaints form you could fill in (likely to be freepost and may save a stamp!). letter does seem over top and needs to be more factual - typing error Southall (not South all); what was name of clerk?, what exactly happened- did the clerk actually laugh at you or just say you didn't meet the criteria & you felt put out because of it. on what day did you actually go into the branch. presumably only one member of staff involved & not all customers and staff laughed!. correct? don't put number of years in capitals and try to avoid using didn't and the like in business letters (correct English- did not). didn't and the like ok for chat forums. you could mention the fact member of staff seemed ill informed. if request refused ask why. if you want things out of banks and building societies try to avoid atagonising them even if you do feel aggrieved.

THE_ROCK84

I hold a Barclays current account, I hold a Barclays life assurance policy (through Legal and General) and Barclays Pension (again throught Legal and General) and a Barclaycard Gold Visa!

So is it just me, or dont I qualify according to there site?
I have THREE different qualifying products dont I? :mad:

http://www.personal.barclays.co.uk/BRC1/jsp/brccontrol?task=popup1group&value=4725&target=_blank&site=pfs

Or a Barclays current account plus two of the following:

Mortgage(s) of £25,000 or more*
Savings of £5,000 or more
Loan(s) of £5,000 or more
A mortgage protection policy
A personal loan protection policy
A life assurance policy
An income protection policy
A home insurance policy
A car insurance policy
A Barclays Pension
A Barclaycard Platinum or Gold card

What you do think? :doh:

Daft_Monkey

It's the bit "through L&G" that I'm sceptical about. They might insist that any products should have been purchased directly from Barclays...but can't be sure.
If your product documentation mentions Barclays, then you can take it with you together with the printout from their website and ask them.

THE_ROCK84

i see, but if you go to the barclays site, and go and click to get a pension and life cover it automatically takes your to the L&G site!

http://www.personal.barclays.co.uk/BRC1/jsp/brccontrol?task=articlegroup&value=2454&target=_self&site=pfs

Thats for the Life Cover

http://www.personal.barclays.co.uk/BRC1/jsp/brccontrol?task=articlegroup&site=pfs&value=2443&menu=2148

Thats for the pension

See the Legal and General logo at the bottom corners for both webpages?

What products did you hold to qualify?