Wednesday, September 30, 2009

Barclays' Definition of an Upheld Complaint

A little while ago I made a complaint on the Barclays website about my Barclays Debit Card vs Oyster woes. I wasn't really expecting a response having never had one before, but not only did I get one response, I got two! Admittedly the first was to say that they had promised to keep my updated, and so they were keeping my updated by letting me know that they hadn't finished investigating yet. But the second letter (banks haven't discovered email yet) was the really exciting one. They admitted that some customers had had problems, and went on to say that they didn't have a solution for the problem yet* and then, and this is the best bit, they went on to say that my complaint has not been upheld. Let me just recap, they admit that they have a problem, they admit that they don't have a fix, and yet my complaint is not upheld. One wonders under what circumstances Barclays would uphold a complaint.

* In the meantime I have been to my local branch to request a non-Wave and Pay debit card as suggested. A very helpful chap called the debit card issuing department who said it wouldn't be possible, but after three days he called me back to say that they'd found one down the back of the sofa and that it would be on its way to me soon. I have yet to receive it.

UPDATE: I got on a bus on Friday and did my usual trick of waving my wallet around at the Oyster reader and the bus driver actually asked me if I had a Barclays' card, so it's obviously quite a common issue.

5 comments:

hendry said...

Good post. :-)

phil hathaway said...

I have the same problem and Barclays' advice to me after one month of them "investigating" my problem.............wait for it...."use two wallets"!

Jamie said...

Pure genius! I don't know where they find these guys, but I sure wish we could employ some.

Not Now Nigel said...

Yep, same problem. I often complain to advertising standards. Currently in a long case about baby milk. I might try them on the grounds that the Barclay's Wave advert shows life in the fast lane, not true when you need to separate your cards.

Jamie said...

I am also not able to get a roller-coaster to work.