UPDATE Spring 2024
Barclays is sending people some “NOSIA” letters – because Barclays failed to send you a Notice of Sums In Arrears letter and because of that it is refunding interest after the date the letter should have been sent.
The Response Form can be found here https://www.barclays.co.uk/help/remediation/orf/ – that is a genuine page. It says some people may need to send a picture of the first page of their bank account statement and photo id.
If you have any difficulty, eg you can’t complete the form and can’t get an answer from the helpline, then send a complaint to wandim.execcomplaints@barclays.com
UPDATE 2020
In mid-2020, Barclaycard started sending a letter to some customers saying where they may have had raised their credit limit too high.
See Barclaycard credit limit letters for details.
In 2018 Barclays started a major refund program to customers with overdrafts, loans or credit cards who had been charged interest when Barclays knew they were in financial difficulty.
The Arrears assistance review page on Barclays website says:
After a careful review, we found that from October 2013, we didn’t always provide the service we should have to some customers who were over their borrowing limit or behind in their loan or card payments.
We’re sorry and we want to make things right, so we’re returning interest and charges to those who might have been affected during this time.
What is the refund for?
The accounts affected include overdrafts, loans, Barclaycard accounts (including previous Egg card accounts) and Partner Finance accounts eg for car finance.
From what customers are being told when they ask, it seems Barclays now recognises that it did not properly assess customer circumstances when it knew they were in difficulties.
The Helpline says that Barclays has “been working collaboratively” with their regulator, the Financial Conduct Authority, about these refunds. The FCA’s rules say:
CONC 7.3.4 A firm must treat customers in default or in arrears difficulties with forbearance and due consideration.
CONC 7.3.5 Examples of treating a customer with forbearance would include …
(1) considering suspending, reducing, waiving or cancelling any further interest or charges (for example, when a customer provides evidence of financial difficulties and is unable to meet repayments as they fall due or is only able to make token repayments
The most common reason customers are being given for the refund or write off is that they are getting back interest and extra charges that Barclays now feels it should not have been added.
How many people are getting these refunds?
Barclays hasn’t said how many people are going to be refunded. However the review was originally mentioned on their website homepage so it must be large!
The first refunds started going out in March 2018 – initially these were low numbers.
A lot more refunds letters have been sent out in November and December 2018 – these mostly relate to Barclaycard accounts. Here are a couple of examples from readers – you can see these and other comments at the bottom of this page:
I received a letter offering £75 as an inconvenience payment and advising they are closing the account and I do not need to make any further payments. The balance is approximately £7,500! I can’t quite believe it.
I have had the same letter. £75 inconvenience payment and closure of the account. I was unwell in 2013 and required a period of time in residential care. I had around 5k owing on a Barclaycard.
One person was told by customer services that they were sending out 35,000 refund letters a week.
That suggests to me that Barclays is probably refunding hundreds of thousands of people.
The refund is automatic
You don’t have to put in a complaint or a request for a refund. Barclays will be contacting the people affected directly.
If you have moved and changed your phone, or you don’t think Barclays ever had your mobile number, Barclays may have difficulty contacting you. You may want to call them on 0800 328 6932 and give your new contact information.
Worried this is a scam?
Many people may be worried that a text or letter saying your bank is going to give you money is a scam. And if you no longer have a Barclays account, you will be asked for your new bank details…
The refund program is genuine. There are lots of customers commenting below to say they have received these letters. Everyone who has checked so far has found their letter or text is real.
The letter should contain details of the official helpline number for these refunds – 0800 328 6932.
If there is a different telephone number on the letter Barclays sent, you can put it into this Barclay’s phone number verifier. But if you want to be sure, the best way is to call the official helpline number.
What happens to your credit record
This depends on what your account currently shows. If you aren’t sure, check it now, see the best ways to check your credit records.
If your account balance is being written off, the debt will be marked on your credit record as closed and partially settled, with a balance of zero:
- accounts where there is a default date drop off your credit record six years after that default date.
- if your account hasn’t been defaulted but is just in arrears, it will drop off six years after it is closed.
So records with a default date will disappear sooner and stop harming your credit score sooner. If there is no default date, you should think if you would prefer one to be added! See what should the default date be for a debt? If you would like a default added, I suggest you contact the refund helpline, say thanks for the write-off but you would also like a default date added when you got into difficulty.
Are you getting enough compensation?
This is hard to tell. It depends exactly what happened to you.
If you are being offered a standard £75 and Barclaycard caused you a lot of problems, you may want to say you should be offered more.
If you are told you are not on the list to get compensation, it is worth going back with a reasoned explanation about when they should have seen you were in trouble. For example, you may have complained about overdraft charges saying you couldn’t afford them.
It is worth talking to the helpline and saying if you think you should have a larger refund. Here is one example where reader has had success:
Told them I wished to challenge the charges pre 2013. They then transferred me to the complaints department that listen to my complaint, took my details and rang me back later that day for more info. A few days later they rang back to go through the story again. Went away for a hour and then rang back with a settlement offer.
Other things you may want to complain about include if you were offered a consolidation loan you couldn’t afford, or if you weren’t signposted to a place for free debt advice when you said you were in financial difficulty.
Originally published in March 2018, updated in December 2018
Complain if a creditor doesn’t freeze interest
Can you really offer just £1 to a debt?
Change bank account if you have problem debt
Lisa* says
Hi I also received a letter stateing pretty much the same. I had a £5000 credit card to which I feel behind with payments due to financial difficulties in which I made them clear via the message centre online.
I’ve looked on my credit report which states the card went into default in 2016 with late or missed payments from then to today. Are they going to wipe this card from my credit history? Or will they just change the status as they did say they are just going to close the account and wipe the debt.
Sara (Debt Camel) says
I suggest you talk to them and say how difficult and stressful everything has been and ask them to remove the default as you feel it was unfair.
J says
Hi Lisa – I wondered if you asked them about removing the default, and if so, whether they agreed to remove it? I paid off the balance for my card over two years ago after it was sent to a debt collection agency and default registered on my file, so have been offered a refund of £65. This default made things horrendously difficult for me though, and it would be good to have it removed if Barclaycard are openly admitting they didn’t do enough to help.
Angela Ross says
Hi I also received letter. Can anyone confirm if they had to fill a form in with bank details to be sent to Barclays in order to get the £75 as I am a bit worried about this thanks?
Sara (Debt Camel) says
Hi Angela, if you are worried that this is some scam, phone the helpline number given in the article above which is a genuine Barclays number. They will be able to confirm if the letter is genuine.
Angela says
Thankyou for your quick reply. I will telephone tomorrow
Tan says
Hi Sara,
I had a default with Barclays in March 2018.
I repeatedly advised them I was in financial hardship. I advised them
of my cyclical debt with payday loans/ credit cards etc. They asked me to pay the debt in full, when they knew I couldn’t afford to do this.
I was given the choice of going on a payment plan after much debating, as I very much wanted to avoid a default so I agreed. But even after I agreed to go on a payment plan, Barclays advised the payment plan wasn’t sufficient and they had sent me a letter to convey this. I never received this letter, in fact some of the correspondence they sent me leading up to these event I never received, hence I was delayed in getting in touch first time around, and made my situation even difficult. I advised them, had I received such correspondence of course I would have reached out to them to challenge this., especially after agreeing to a payment plan but I never received their letter.
Anyway after much frustration and anger I gave up with Barclays as I wasn’t going anywhere. I feel the default is unfair and they haven’t taken my circumstances into account at all.
Now looking at this article, clearly they are stating they have been at fault, why didn’t they have this in mind when judging my case?
Please advise.
Thank you.
Ros says
Just wondered if anyone still has to pay their balance?
I had the £75 compensation letter also and similar circumstance to others here.
It seems most if not all posters do not have to pay their balance whereas my letter states that any balance must still be paid.
Does anyone know criteria or why some are getting huge balances wiped? My balance was a credit card debt of roughly 550 that I missed 1 payment on and the charges took it over the set 400 limit. I honestly don’t have much recollection of them ever trying to resolve so I didn’t either and forgot until now. I assume the letter relates to this but could possibly be for current account charges I never knew about.
I didn’t claim the 75 as I wasn’t sure if contacting them was a good idea.
Sara (Debt Camel) says
So they have offered you £75 but not said how large the balance is? Just that it has to be paid?
Do you have any idea how long ago you made the last payment to this?
Ros says
They do not mention the balance amount, just it is still owed. My last payment was 2015. I started to pay small amounts but the balance suddenly went up so I stopped. Having checked my report, it has remained the same ever since
Sara (Debt Camel) says
OK, well it is nowhere near bein statute barred and they obviosly know where you live, so I can’t see any reason to not take the £75.
But I suggest you phone them and say you are unhappy that you are only being offered £75 because you were paying what you could afford in 2015 and they just increased the balance which you think was unfair and that the balance should be removed. See what they say.
Victoria says
I’ve received a letter offering the £75 and advised they have closed my account and no further payment is required. This was in a section titled about your account. My balance was £24k!
Sara (Debt Camel) says
Oh! that is a new record…
James says
I also received a letter telling me my balance was cleared (however this would remain on my credit record for 6 years) and the £75 offer – like most people I thought it was a scam but after seeing this page I am sending the letter in anyway – £75 and that balance cleared is another weight off and I can only commend Barclay’s for doing it.
Sara (Debt Camel) says
See my reply to Stevie P below – it may be better to ask for a default to be added to your credit record.
Stevie P says
I have received this letter advising me of the £75 and the outstanding balance write off (£1579)
It is not currently defaulted on my credit file but showing as AR (arrangement) even although they haven’t taken any payments for several years! I assume this will just change to a zero balance and the card showing as closed?
Also, has anyone had their payments yet and know how long they typically take?
Sara (Debt Camel) says
Yes your balance will just change to zero and closed – it will then drop off your credit record after 6 years from the closure date.
Depending on how long ago you stopped paying, it may be better for you to ask for a default to be added 3 months after your last payment. A default is worse for your credit record than an arrangement to pay but it will then drop off 6 years after the default date. So if a default was added on Jan 2015, your credit record would then be clean of this debt in Jan 2012, but the AR with no default would continue to show until November 2014.
See https://debtcamel.co.uk/debt-default-date/ for more details. I would expect Barclays to agree to add a default if you ask.
Barry says
£8k written off and £75 payment! Made my day….Amen! God is REAL
Mark says
😂😂😂😂👌 it’s amazing news but I’m so unsure why there doing this
Victoria says
They said that it will show as part settled for mine
Andy says
That’s what they said for me too, has anyone actually got the refund and no further action taken yet or are we all just waiting on someone else to do it? haha
Victoria says
I’ve applied for mine straight away…. there won’t be any further action but keep the letter as proof until it drops off your credit file just in case!! I wondered if they have acknowledged that they were at fault if we can ask that they remove it from the credit file altogether in way of a compromise agreement as they leave it open to further claims even though the £75 is an inconvenience payment? They can only say no right?
Mrs C says
Hello. I too have received a letter today from Barclaycard offering me £75 compensation and clearing my balance of £9,833! I’m delighted. My husband had an accident at work in 2009 and now suffers with mental health conditions. He struggled with work for a number of years and ended up self employed meaning he can work when he is well and can take breaks when he is unwell. Initially, this meant living off a credit card especially when benefits were slow to arrive. It has been a very stressful 9 years and I advised Barclaycard in 2015 that he had been paying the majority of bills but was currently off work and unable to do so. Currently my Barclaycard is noted on my credit score as “in good standing” even though I have made no payments to them for over 12 months and have only paid them a minimal amount since November 2015. It is still registered as an active account with “no issues in this accounts payment history which affect your score”. If they close the account, clear the debt and register it on my credit file for 6 years will this make my credit file look worse than it already is?
Sara (Debt Camel) says
Someone reported here that Barclaycard said they would mark the written off debt as “partially closed”. Which looks like a fair and accurate way to record it.
If that is done, the debt will drop off your credit record after 6 years.
The “partially closed” indicator does not harm your credit score, but it is visible to other lenders. Who may or may not be less inclined to lend to you because of it. In general I would guess that you will find it easier to get credit with a 0 balance and a partially settled indicator than you would with a 10k balance and an open account.
In your case asking them to do anything is else is complicated by the fact that your a/c should obviously not be “in good standing” and you don’t really want them changing that.
Melissa Dovey says
We literally just paid off our balance by adding into a new mortgage. I had been on a repayment plan with them and never missed a plan. I have just got the letter offering the £75. I am debating whether to ask for a further refund. What do you think my chances are?
Sara (Debt Camel) says
It would be good for you to be clear about how they didn’t treat you fairly if you are asking for more compensation. Can you say some more about the circumstances around you being on a repayment plan – do you know if Barclaycard carried on adding interest during this time? Did you tell them you were in financial trouble and they insisted they could only accept £x a month not less?
Melissa Dovey says
I had to stop working due to becoming seriously ill. First of all I entered an agreement with them, in which they insisted I paid a fixed amount. They did still add interest and were a nightmare to deal with. Then when things got worse I set up a Debt ManGement Plan and they did stop the interest. I cleared the balance at the end of March, a little frustrating if it might of been written off. The fact that they have awarded me the £75 must mean they recognise that they did not behave well and fairly.
Sara (Debt Camel) says
That sounds like the sort of case they are deciding to refund/write off. I think you should go into details:
“I don’t think £75 is adequate compensation for the way you treated me. In 20xx I became ill with xxxx and had to stop work. I told you this but you insisted I had to pay £x a month which we really could not afford and you were still adding interest (and charges?). This was very stressful for me and my partner at a difficult time, we ended up getting into more debt (did you get behind with any essential bills? did you partner take out any more credit). We spoke to you several times (?correct) and every time we had to explain from the beginning what was happening (correct?) which made things feel worse. We had to go into a DMP with xxxxx. In the end we have had to remortgage in March to clear this debt so we now be paying it back over many years with interest. From hearing other people’s stories it sounds as though you would have written off this debt (how much was it at that point?) if we had still been in the DMP – this isn’t fair.”
Melissa Dovey says
Thankyou for this.
Update
I had a long conversation with the team dealing with this yesterday. The chap I spoke to was very knowledgeable and helpful. He clarified a few things for me, and I thought it would be important to share them with you.
The large debt write offs that people are reporting are in fact interest refunds. Consequently if the interest that somebody is due to be refunded is higher than their balance it will seem like a balance write off. He agreed that this was not obvious to people. Only interest charged after 2013, for people in difficulty is being reviewed. They are not going back further than that. If people had accounts and cleared them or closed them, they will still be reviewed automatically, as mine was apparently. EGG card customers that were transferred over to Barclaycard ate also being reviewed. He said that they are sending out approx 35,000 letters a week!!!! I would encourage people to call and check with them. They are super helpful. It is totally genuine. So £75 it is for me, as they had frozen my interest for the last five years of the account. But that is better than nothing. Thanks for your help.
Kerry Brown says
Hi sara just recieved a letter from barclays saying they are refunding me £400 but im abit concerned they are asking for my bank details and a recent copy of a 3 month bank statement to be posted. I know there is far too much scamming these days and the number on the letter is 0808 1697786 any help would be greatfuly appreciated thankyou
Sara (Debt Camel) says
Could you ring the number in the article above 0800 328 6932 – that is from the Barclays website – and ask if you have been sent this letter?
Kerry says
Hi sara i rang the number. Will have to be monday when it opens again and let you know the result. I typed in the number on the letter and it comes up with another company. So it looks abit suspect,il find out monday for sure.
Lisa says
I needed to send 3 months bank statements too. I was uncertain but I received my refund. My account was already settled and closed.
Wendy says
I have had a letter today from barclay bank. Asking me to fill a questionaire as i could be owed for a Payment Break Plan .. i had the credit card 15 yrs ago and im wondering is it a letter to get me to pay the debt that i owe i cant remember anything about the details or is this a scam ..
Sara (Debt Camel) says
The page describes what the payment break plan was: https://www.barclays.co.uk/help/payment-break-plan/what-was-payment-break-plan/.
You aren’t the first person to have this letter, see https://debtcamel.co.uk/refunds-catalogue-credit-card/comment-page-9/#comment-283051.
It sounds as though they may be refunding either the money or possibly the extra interest they charged on the monthly charges for this, but I am guessing.
Do you know when you last used that card? And is it likely you defaulted on it, leaving a balance unpaid?
Wendy says
Thank you yes i defaulted as i lost my job .the card would of ladt been used 10/15 years ago i think .. i wouldnt be entitled to the payments tho as i owe them ? Thanks .
Sarah says
I’ve received a letter offering me £75 and completely closing my account and clearing my debt. When I’ve googled it’s showing from problems in 2013…. I’m happy to accept the £75, close account but id like to know how much I actually owed and what balance they cleared. I still have the credit card, just haven’t used it in years. Shall I call the number on the back for these details? Scared to call and them tell me I shouldn’t have received this letter.
Sara (Debt Camel) says
I don’t think you should worry about calling them and them changing their mind – no one has had a problem with this.
Do you know how this debt shows on your credit record?
Sarah J Nash says
I’ve not even checked to be honest. Can I do this online? X
Sara (Debt Camel) says
See https://debtcamel.co.uk/best-way-to-check-credit-score/
Sarah J Nash says
Thank you!!
I wonder if other banks follow suit.
Rachel Grundy says
Did you find out if it was a scam- got exactly the same letter asking for bank statement etc
Kerry says
Hi rachel i phoned and it is barclays and i said i was not comfortable sending bank statements and the lady said i did not have to and they would send a cheque once they recieved reply form, with a brief letter stating my reasons for not sending a statement and was confirmed by phone i would be sent a cheque
Jon says
Hi,
I just wondered if anyone has had conformation that this is a legit letter (the £75 and debt written off) .? I have been hesitant to sign it and send it back although when I checked the number on the letter on barclay’s website safe number check it comes back as a safe number. I suffer from mental health problems and find calling people very stressful so if somebody on here has checked it is ok then it will save me the anxiety of calling them.
Thanks.
Mrs C says
Hello Jon. Yes, I called them on Friday and it is legit. I was shocked to get the letter too as they have cleared my debt completely. On speaking with them they advised that as there is a note on my file regarding mental health issues and therefore they have refunded monies and cleared the debt completely. Hope this helps you. Mrs C.
Sara (Debt Camel) says
Hi Jon, so far as I know, everyone who has had this letter and who has phoned has been told it is legit. And we know Barclays really are offering refunds because there is a notice on their website.
Thanks for mentioning the Barclays number checker – I hadn’t come across that before. It’s here: https://www.barclays.co.uk/security/phone-number-lookup/.
jon says
thank you for your reply. I shall sign the letter and get it off to them.
Angie says
Hi I to had same letter and wasnt sure about it. Called number listed here and was told it was real.
Sent letter back and have now received £75 into bank account.
Barclays also confirmed my debt will be written off
Sam says
Hi, I’m not sure if this is the same thing or not, I haven’t received a letter from Barclays but I have checked my bank account today and there is a ‘Barclaycard refund’ for £4039!! It feels like it is too good to be true and I’m almost afraid of ringing them in case they take it off me (!), I have held an account with Barclaycard for some 10 years now and I did certainly have difficulties paying back in 2012/2013, I do still have a balance of £1900 with them but this is currently up to date. In my previous experience with reclaiming with Barclays they have put the money into my account prior to me receiving a letter. I was wondering if this has happened this way for anyone else rather than their balance being written off? Or is that only in the case of people currently in arrears?
Sara (Debt Camel) says
No one else has reported this but then not many people with accounts in major arrears (as opposed to a couple of missed payments) climb back to having the account in good standing.
Sam says
Just an update, I got a letter from Barclaycard yesterday. It seems this refund is in response to an old ppi claim from me where they have relooked at it and decided I was due an additional pay out?! Lucky me! I think originally I got something like £76 and that was many years ago thought nothing more of it! Hopefully some other people will get theirs rereviewed too!
Sam x
Sara (Debt Camel) says
Nice one! Some of it is probably 8% statutory interest and that will have been taxed. If you are a basic rate tax payer you can get up to £200 of this back from HMRC – and all of it back if you are a non tax payer. See https://debtcamel.co.uk/ppi-payday-refund-get-back-tax/
Michelle says
I had numerous Partner Finance and a Professional Career Development Loan (PCDL) account with Barclays. In 2013, I defaulted on two Partner accounts and the PCDL. I was not in employment and had beeen diagnosed with a life long chronic condition and an immediate family member had cancer, which required numerous surgeries.
I contacted Barclays several times over the years and pled for help. They refused to deal with me directly so I went to a money advisor who contacted them on my behalf. They still refused to accept a lower payment for the PCDL. I have been on antidepressants for over five years and this has caused me so much anxiety and stress I can’t even explain.
I have managed to clear two Partners accounts but the PCDL still has a balance over £8,000 and I am struggling.
I have not received any letter.
Sara (Debt Camel) says
Did you make a formal complaint about how you were treated?
Michelle says
At the time or now?
I contacted them years ago and complained about my accounts. I’ve also sent another complaint now.
Sara (Debt Camel) says
This is well worth a try!
Michelle says
I emailed them on Sunday evening; just sent it to the CEO. I got an acknowledgment from the Executive Complaints team on Monday to say they’re looking at the points I raised and aim to update me by close of business tomorrow.
When I first had my problems, they deferred the first payment of the PCDL for one month. I do know that they did freeze the interest and charges on all the accounts but not sure when they did it.
I tried to negotiate and they refused to deal with me directly. I went to a money advisor who contacted them on my behalf and set out my situation. They wrote to me refusing to accept a reduced payment. I defaulted on all three.
I have made payments to all accounts when I’ve been able to. They sold the debt of the PCDL on without notifying me. I could not tell you who to as they also have never contacted me. I have gone years without hearing from them at all and do not receive the annual statement of account.
Andy says
Hi,
I had a letter on 1st Dec saying that Barclaycard were refunding me approx £2900.00 as they were not helpful whilst I paid back my CC as part of a DMP with Stepchange. In essence they kept charging interest albeit a lower rate even though none of my other debtors did. My question is that my wife also had a BC credit card in her name which was part of the same DMP. they charged interest to this too but she hasn’t had a letter advising of a refund? Should she be entitled and if so should we get in contact with Barclays? Thanks in advance
Sara (Debt Camel) says
She should call the number given in my article above ^^^ and ask if she is on the list to get a refund – they may just not have reached hers yet. If they say No, she should ask for her case to be looked at and follow this up with a written complaint if she isn’t offered a refund.
Andy says
Just an update, my wife rang yesterday and was told her account was under review and she will hear in the next 10 days. Low and behold the very next morning a letter pops through the door offering £1200 as a refund of interest whilst the account was being paid through a DMP. Well worth a phone call!
Andy says
Hi Sara.
Is it just Barclays who are issuing these refunds or are other lenders likely to have to follow suit?
Thanks
Sara (Debt Camel) says
There were a couple of people who received refunds from Lloyds in May or June, but no one else has mentioned anything.
Cranky99 says
Think i was one of them that can vouch for Lloyds. I received a letter out of nowhere explaining the same mention in this thread. Didn’t treat me fair in Feb 2013 and were giving me a refund for interest and charges in that month while on a DMP. Rang them up to ask why they didn’t listen to any of my problems for the previous few years, so they looked into it and refunded me the whole lot.
They were easy to speak with and listened for once. They couldn’t apologise enough for what they had done, so I suggest everybody should pick up the phone and raise a complaint, if you feel you have one that is.
Andy says
Hi Cranky
Which dept at Lloyds did you speak to or did you put it in writing? I got charged by Barclays and Lloyds whilst on a DMP. Barclays have been in contact but never heard anything from Lloyds. Think I will take it to Lloyds
Sara (Debt Camel) says
More info here on asking a lender to freeze interest – you can use the same approach to ask for a refund of the interest they charged when they should have frozen it. https://debtcamel.co.uk/creditor-wont-freeze-interest/
Cranky99 says
Phoned the number on the letter, think it was just customer services. Told them I wished to challenge the charges pre 2013. They then transferred me to the complaints department that listen to my complaint, took my details and rang me back later that day for more info. A few days later they rang back to go through the story again. Went away for a hour and then rang back with a settlement offer.
Andy says
Hi. I logged a complaint with Lloyds via their online form last night as I had written t them in 2013 during our DMP asking if they would freeze interest. At the time they reduced it but didn’t freeze it for another 12 months. My complain asked them to consider refunding the interest for this 12 month period. I had a call his afternoon t say that at the time they had fulfilled their obligation but on reflection they should have reduced to zero %. They offered me a refund of all interest plus a goodwill gesture of £75 and a very sincere apology which was accepted. I had the money on my account (£706.00) within an hour of that call! You cant say fairer than that. In all, from issue of complaint to payment was 20 Hours! Hope that may help someone else? Thanks to everyone else for their advice and input.
Sara (Debt Camel) says
Well done for making the complaint. It is very good news that these banks are facing up to not having treated their customers fairly in the past.
Chris says
I recieved a text message today from Barclaycard saying they had sent a letter out in the post regarding a refund. I’ve moved address since I had my account so contacted them and i’m due a refund of £268. Bonus!! right before xmas as well.
Joseph says
Hi Sara, would it be worth calling Barclays over a £500 overdraft I was given that i couldn’t afford / was irresponsible to give to me? I’ve been in it for nearly 2 years straight.
Joseph
Sara (Debt Camel) says
That isn’t really the sort of problem being refunded as part of this program. If you think Barclays should have seen clearly that £500 was unaffordable, read https://debtcamel.co.uk/refunds-catalogue-credit-card/ as the arguments their also apply to overdrafts.
BUT also think about changing your bank account, see https://debtcamel.co.uk/new-basic-bank-account/ and then repaying the overdraft as just another debt at £x a month. Most people find this easier than repaying their overdraft when they are still using the account.
Geoff says
Contacted them this morning my account is still under review so they’re obviously still completing the effected accounts
Michelle says
I contacted Barclays about Partner Finance and Professional and Career Development Loan accounts. I got an update yesterday from the executive complaints team to advise they were still reviewing my complaint and awaiting information from other departments of the bank to inform their decision.
david dutton says
I have an outstanding balance of approx. £200 on a Barclaycard with a £250 limit. I got a letter a week or two ago saying they’d knocked £18 off my balance and I needn’t do anything. I assumed that was the refund this site advised us of earlier in the year.
bit confused why those with higher balances have had much bigger accounts wiped and a £75 compensation payment?
Sara (Debt Camel) says
As I understand it, when an account has been “wiped” this is because they have calculated a large refund which they have set off against the balance.
£18 sounds like one or two extra charges they are refunding? Did you get into arrears on your card previously? Did Barclaycard carry on adding interest after you told them you were in difficulty?
Caledonia MacLeod says
we were offered £178 by barclaycard. We were paying regular reduced payments, but barclaycard wanted the full payments plus arrears immediately, despite us paying regularly. They sold our arrears on to a collection agency. This was unfair as we were making regular monthly payments. We cleared the entire amount of using our pension fund. However barclaycard has us listed as a default and now barclays especially, (but also most other lenders) won’t touch us, and we were free of debt) £178 does not make up for the way we were treated by Barclays. Treated without compassion or understanding when things went wrong out with our control when my hubby lost his position in the workplace.
Sara (Debt Camel) says
I suggest you phone them up and say just that. Ask for additional compensation for the stress this has caused.
Jim says
I have filled in the “inconvenience payment” form and posted it three weeks ago. So far I have received nothing and my account status has not been updated to “partially settled” as promised by Barclaycard. Has anyone actually received the payment?
James says
Just an update, the £75 was sent to my bank account today. Simply marked BARC RFND :-)
JW says
I know a lot of people have been worrying about sending their bank details to Barclays in case it was trick. Well, I sent my bank details to them about a week ago by post, and today there was a payment into my account labelled “F/FLOW BARCLAYS BA” for £75.
If you’re like me, and you’ve had a letter from them saying they’re closing the account and don’t want any more payments, it does seem to be completely genuine. Just make sure you take copies of the letter and you keep the original safe.
CSH says
I had a letter today from Barclay card saying they are refunding me £77.30 in compensation and over charge and default fees. I lost my job and Barclaycard said they would freeze my account for 3 months to give me chance to sort myself out which was great however they didn’t actually freeze it and before I knew my credit card had gone to a debt recovery agency! I tried to fight this for months as they had agreed it would be frozen I could start my repayments again after 3 months. They also reduced the credit balance on my credit card without informing me which sent me over drawn. I paid the whole balance of this card off after a few months as my parents took a loan out so I could as I was petrified I was going to get people knocking at my door. I now have a default on my credit account from 2013 and it caused me a huge amount of stress and depression as I could t help being made redundant. Do you think it’s worth trying to push them for more? As o was unfairly treated and their error resulted in me now having a default on my credit file when had they frozen my account as stated i got a job 10 weeks later and would have been able to start my payments again…. any advice would be really helpful as my credits now been affected for 5 years because of them. I think I wasn’t offered any advice or information for free debt advice and the amount of phone calls I had to make to them and time I wasted was unimaginable.
Sara (Debt Camel) says
“their error resulted in me now having a default on my credit file when had they frozen my account as stated I got a job 10 weeks later and would have been able to start my payments again….”
That is a very sad story – how one decision – which may even have been a mistake – by Barclays had a long-lasting impact on you. Yes I do think it is worth trying to ask for additional compensation.
Do you know what the date of default is on your credit record? And when was the account actually closed with the money your parents borrowed?
CSH says
I have just checked and they have started the default from 20th August 2018 however that’s the date in which I paid off the credit card in full. I called to inform them of my redundancy and was told my card would be frozen this was at the end of 2013 I think it was December. However they started the default from 20th August 2014 which was the date I actually paid off the debt in full.
CSH says
Do you think it’s worth Atleast getting them to change the default date to the December 2013 as that’s when it defaulted? Thanks
Sara (Debt Camel) says
If the first payment you missed was Dec 2013, then you could ask for the default to backdated to March 2014 which is 3 months after the missed payment. That is a few months better than August 2014 and years better than August 2018 (sorry your previous comment was a bit confusing).
CSH says
Sorry Sara the default date is 20th August 2014 I’m so used to writhing 2018. I can’t acrually see the exact date form my first missed payment but I’m pretty sure I still have all my correspondence with Barclaycard so I can check it all back
Jason says
I have just received 2 copies of the same letter , both with the same last 4 digits of the card number. I previously had 2 accounts with Barclaycard so will chase what is happening. Letter states £3,900 !!! These were passed to Robinson way as defaults after I’d been diagnosed with a lifelong heart condition and I let things slip a little. These defaults had already been paid in full by myself but I’m going to ask that these be removed. I feel I have nothing to lose, what do you think ?
Sara (Debt Camel) says
It would be nice if you get some more for the other card, but I wonder if the fact you have had two letters means this was supposed to be a combined refund. Still a good chunk if it is!
Re the default, what date are the defaults on your credit record?
Jason says
Thanks Sara, I thought that ref the duplicates but the references and headings are exactly the same, both ref card ‘xxxx 1234’ with no mention of ‘xxxx 6789’. I’ll find out on Monday and update either way. Default dates were Feb 17 but have both been paid in full, may be worth getting them to add a note if possible I suppose.
If I get no more then I’ll be more than happy, anything on top would be a bonus. Thankfully all my debts are settled now anyway so it can actually be used for nice stuff rather than going towards repayments :)
I’ll update as soon as I know more next week, thanks for your reply.
Sara (Debt Camel) says
With recent default dates it’s worth a try to get them to change it to payments in arrears instead as they harm your score less – but it will be on your score for longer as the record goes 6 years after a default date OR 6 years after the account was settled, whichever is sooner. So if the default date had been back in 2013 then it would have been disappearing next year anyway, so its best to leave old defaults alone, not get them removed!
Jason says
Ok I’ve spoken to them today and all they will say is that the other account may be dealt with ‘in due course’ whatever that means 😀😀
In the meantime I’ve sent the statement and bank details off for the first refund. The good news is that this wasn’t a refund for both accounts so hopefully some more to come. Especially good considering the amount on the second one was double the first !!!
Jason says
Still nothing in my account but I’m blaming Christmas for that !!!
As they sent me two letters for the same card I will send the second one back registered to make sure.
I tried to speak to them over the last couple of weeks but the help desk is rubbish. Asking to speak to a supervisor helped, seemingly that have no way of confirming if the paperwork has been received !!!
Additionally no more news on whether my other account is being looked at or not, they sent this to the collection agency on exactly the same date and under the same circumstances so I’m going to fight that one.
The defaulted balance on the second one was £8.5k so double the size of the first so definitely worth pursuing.
I now have a complaint number following the escalation so I will share the contact details once I receive their letter.
Jason says
Well I finally received the first batch and raised an issue with the Barclaycard help desk ref the other one.
They advised that they couldn’t actually say whether or not the other card would be affected but thought it ‘highly likely’. Basically it appears to be date driven and they are looking at everything that they defaulted between October 13 and June 18.
I rang the helpdesk on the original letter and they have now advised that my other account is being investigated so I should hear soon I would hope.
linda says
I have an old Barclaycard account which I am paying back through a debt collection agency supported by Stepchange, I have had no letter from Barclays is there a time limit on how far back your account has to be ?
Sara (Debt Camel) says
I think they are going back to 2013. When was your card opened? when did your card default? Has it been sold to a debt collector, if so, when?
linda says
It was opened 2014 defaulted 2016 and currently with Lowell since 2017.
Sara (Debt Camel) says
OK then this should be within the time limits for compensation. Did Barclaycard carry on charging you interest when they knew you were in difficulty?
linda says
From what I can remember yes they did, they were one of my most difficult creditors.
Sara (Debt Camel) says
Then I think you should phone them on the number in the article above and ask if you are on the list to be contacted about compensation. If they say No, say you would like to make a complaint about the way you were treated in 2014.
suzy says
Hi Sara & all
I got 2 letters from Lexis Nexis risk solutions on behalf of Royal Liver trying to find me re pension/insurance policy i have with them,
May of been taken out years ago ? with either Refuge Assurance/Royal Liver/United Friendly
Cant remember ? as moved several times,
Is this standard practice these letters ?
Any advice would be appreciated.
Thanks
Sara (Debt Camel) says
sorry, no idea. Phone them up and see what they want to know is my best suggestion.
Josh says
Good morning all,
I have to leave a comment for those who are concerned about receiving a letter from Barclays regarding a refund payment, the refund is NOT a scam! Well I can only speak for this case. The letter said I was going to receive x amount for missed payment charges and interest. I was very skeptical and checked the telephone number, which brought me to this web page. I then checked the address on the pre-paid envelope, which is officially Barclays in London. I then telephoned Barclays customer service and not the number provided and asked to speak to someone about this letter. I was put through to a very helpful woman who explained, it was not a scam and that I had every right to be worried, but I was reassured, especially since I called the Barclays customer service number.
I’m going to send the forms via recorded delivery as its personal information rather than the pre-paid envelope. I would suggest the same to those who are worried about sending a copy of their bank statement in the post.
Very pleased with the outcome,
Terry says
Hi all,
I’ve received a letter today from Barclays, as there is nothing to settle they’ve offered just over £1000. However I am wondering has anyone challenged these offers? Is it a case of them making a half decent offer to those who have had wrong doing done to knowing that we would accept. Whereas they actually owe more? I don’t mean to sound greedy or ungrateful however if everyone accepted the first offer I’m sure they’ll be saving in the king run??
Rose says
Has anyone actually received their refund? I know the letter states 30 days but surely there must be a bit more of an accurate ball park of how long it takes upon receiving our response forms??
JW says
They offered me £75. It took 7 days and was paid directly into my bank account. I sent the forms back on a Friday by post and the money appeared in my account on the following Thursday.
Jason says
Not as yet, sent the form back yesterday and awaiting £4K so will see what happens.
Conor says
Hi I had partner finance with Barclays on a £21k car with massive interest . I was 21 years old at the time . Made the first 3 payments and £2k deposit no problem then I fell ill with anxiety and depression and lost my job. We fought for long with them to help out but they didn’t help. After so long they accepted I wasn’t mentally Well or able to keep payments up so they came and lifted the car. I was still out the £2k deposit and 3 payments of £327.
So I received a letter stating I’m owed a refund of £75 but are looking bank details and other info which seemed dodgy. Is this legit and also should I be asking for more after the stress they caused for months and ofcourse taking my dream car at the time away?
Sara (Debt Camel) says
What happened to the rest of the debt? Was it written off before or are they writing it off now?
Conor says
It was written off before after like months of fighting them. But I don’t think there was much to get as the car sold at auction for £19600 and I had paid around £1000 in payments.
I shall ring them today and see what they say
Sara (Debt Camel) says
Well that depends what the interest was added on. I think you could ask for a statement of account for the debt – this will show how much they did write off. If it is very little, you could then ask for more compensation for the stress, if (as I suspect) it was several thousand, you may decide that that was your compensation.
I don’t think you are going to get any compensation for “losing your dream car” – you had stopped paying for it after three months, you can’t seriously have expected you would be allowed to keep a 21k car?
Scott says
I received a phone call from Barclays yesterday regarding PBP on my Barclaycard asking questions dating back to 2001 asking if I had been in difficulty with money to which I said no and asking if i received sick pay from work etc and if I’d been off work. I know I was on a lot of arrears through a lot of my time with my Barclaycard and the interest every month on non payment was building and building. Will my answers over the phone hinder my claim ?
Sara (Debt Camel) says
Why did you say you weren’t in Money difficulty if you were in arrears and interest being added was increasing your debt every month?
Scott says
I thought I would be getting back the fee of the PBP so basically my thinking was I didn’t need the PBP. But obviously reading this thread has opened my eyes to it. I’ve tried to call them back it was obvious I was in difficulty though
lucy says
I received a letter last Saturday, saying i am being refunded £247 due to them not helping me out when i was struggling to pay off my credit card around 2k which i have now paid off with a debt consolidation, we will see if i receive anything….. all i had to do was fill in a form with my bank account details and send it off.
Cranky99 says
So confused, already had my letter from Lloyds at the beginning of the year regarding this topic, all charges refunded with 8% interest and a godwill gesture. Which i previously commented on this thread at the time.
Now this morning I have received another letter about my closed Lloyds account, stating that they are refunding me some overdraft charges from 2011 to 2016 because they “failed to notify me in advance of the charges, which we usually do”.
I had my account passed to collections in 2011 and it was closed. I have already been paid out in my earlier complaint for this. Strange that they must have not fully looked at my last situation in depth. Or maybe it is something else they are now looking at and trying to put right.
Best thing is I have still not heard anything from Barclays/Egg and they were the ones that treated me with deaf ears when I was in a financial mess. But this is probably because it dates from 2009 – 2013. Think I will give them a ring to raise a complaint and let you all know if they are willing to go back further than 2013, like Lloyds are.
Thanks
Nikki says
Hi, I received a letter regarding an old monument card from Barclays last week asking if I wanted to complain about the payment break plan.
I didn’t know I had it as when I was made redundant in 2012 I would have used it. I went into arrears, then to debt collectors and I finally cleared the balance. However, I incurred increased interest charges and costs applied to me.
Does anyone know how long it takes from completing the complaint and confirming address via the phone that they come back to you? Will it be months?
Many thanks
Nikki
Tony says
Hi
I have received a letter from Barclaycard offering me £75 for not always meeting their expected standards in relation to falling behind with payments. The £75 is in recognition of the potential distress and inconvenience I may have suffered.
The letter then says “We will not look further into your case and provided further deserved redress unless you contact us regarding any other circumstances in relation to this.”
I got into financial difficulties due to a prolonged bout of depression. I was running my own business but struggled to do any work and so once savings had gone used credit cards for day to day living expenses. I didn’t go and get help for a long time, including any benefits, until it had become desperate and was close to being made homeless. I’m getting help from Christians Against Poverty (CAP). I owe about £10,000 to Barclaycard (though they had passed it to a debt collection agency before I started getting help from CAP). This is about half my total debts. In some respects, I don’t like wriggling out of my obligations, but I I could get some reduction in the amount I owe it would be a huge help.
Is it worth me contacting them?
Thanks
Tony
Sara (Debt Camel) says
The write offs and reductions in balances seem to be where Barclays knew a customer was struggling but continued to add interest – did this happen to you?
Do you mind me asking how much you are paying each month to these debts at present? Do you have a mortgage or are you renting?
Deb says
Hi Sara and Everyone!
Can anyone help me please? I would be so grateful as I’ve got a real problem and the clocks ticking!
Does anyone have their copy of the response form that they required us to fill out and sign?
I’m not sure if photo’s or links can be posted on here? Or could you please just write on here the information they needed from us in the format they asked for so that I can re-type it out like it was their forms format?.
I’ve tried posting here all the reason and the ‘Un-helpful’ helpline who I called for help. But the message board says that this message is ‘Too Long’!!
Basically …Royal Mail have lost my response letter! Even though I increased the postage and sent it 1st Class Recorded !! Barclays helpline won’t send me another form …but won’t issue the refund until they have the form!!! ….aaaargh!!
Their letter is dated 21st Nov. So 30 days for my reply to get to them is up on the 21st Dec.
…so I would really really appreciate any help any of you can give me with making myself a copy of that response form please??
Many thanks in advance
Deb
Sara (Debt Camel) says
I don’t think making one yourself is going to work well. And photos can’t be posted here.
If you have sent the form recorded delivery, then you should contact Barclays again and say you want to put in a complaint that they have refused to send you a new form.
Deb says
Thanks for your reply Sara!
Maybe I can get a copy of the form like Nikki mentions below? I’ve called them twice now and the helpline number people I think are just reading off a preset response sheet …as what I’m asking them for totally ‘confuses the robots!” …Cheers!
Sara (Debt Camel) says
I don’t know where to find that form on their website. I suggest phoning and demanding to speak to a manager.
Nikki says
Hi Deb
You can print the form from Barclays website but won’t have the number specific number on. They might give you that over the phone if you call.
I never thought to send mine recorded delivery so I better call and check they’ve received it.
Al Dee says
Update :
I received the letter saying they were closing the account and paying me an inconvenience payment.
I accepted the payment and received it in my bank account.
I checked my credit report today and it shows the debt as being paid. 5k has been paid off.
I still have a balance of £4 though for some reason?
I also had another credit card which I defaulted on at the same time with NatWest.
To my surprise this is also being shown as paid with £2 remaining?
Just wondering why they have left a couple of £ remaining and are all the banks involved in this? As I wasn’t expecting the NatWest card to be paid off.
Many thanks
Sara (Debt Camel) says
The £4 sounds like an error!
Other banks do seem to be making some refunds but on a smaller scale than Barclays.
R says
If anyone has received their refunds; how long did it take upon returning your response form??
Thank you
Sarah J Nash says
Received mine on Saturday. Took about a week from sending the form x
JW says
Received £75.
It took about 7 days from posting the form with my bank account details back to them, to the money appearing in my account.
Deb says
Hi Everyone!
This is just an update from me following on from an earlier post where I was panicking a bit, as Royal Mail had seemingly lost my acceptance letter that I sent back to Barclays via 1st Class Recorded Delivery.
It was supposed to be signed for on delivery and hadn’t been. Calls to Royal Mail couldn’t trace the letter, Barclays helpline were ‘un-helpful’ re sending me another form etc. despite 2 calls. And the clock was ticking as to when they stated they would need my reply.
Ok, so the update is ….Whoop! Whoop! I checked my bank balance today and the money from Barclays is IN my account !!
So for any of you wondering about how long it takes for the money to appear then: ….My letter should have been received by them on the 11th December. The money had been put into my account on the 13th December by CHAPS transfer (whatever that is?)
But hey …it was that quick!! Oddly my calls to the helpline were both after this date …so why they couldn’t see that status on my account when they looked it up I don’t know?!
Ok, thanks for all of you that tried to help me out re a new form.
Happy Christmas and a Great New Year to you all.
Cheers
Deb
Sara (Debt Camel) says
glad it is sorted!
Paul says
Hi Guys
I have a barclaycard and when I got it I was in financial trouble with other cards and loans and payday loans, I defaulted a few times on my payments over the past 5 years. Anyone know if I’m likely to get a refund? I would call them but I moved to America this year so the cost of the call is high and there’s been no correspondence to my mailing address in the UK.
Thanks
Matt says
How far does this go back as I’ve got a Barclaycard debt with step change from 2012?
Many thanks in advance
Sara (Debt Camel) says
They say it is after 2013. I think it’s worth making a complaint though if you had this sort of problem before then.
My guess is Barclaycard did freeze interest on the debt when it was with StepChange? What people are having refunded is interest charged before then, when they knew you were in trouble but didn’t freeze interest or pushed you to pay more than you could afford.
Peter Gillespie says
Hi I had a monument card away back in 2005 paid it off and had payment break on it received a letter filled it in and sent it back last month they said they received my letter and are reviewing it was never in arrears on account am I entitled to anything do you think as I never asked for payment break or knew it was even on it
Sara (Debt Camel) says
Very possibly! The “payment break” refunds are more akin to PPI refunds – it was an odd form of insurance you were paying for, often without realising it – and I don’t think it is relevant that you weren’t in arrears.
Jax says
I was struggling with my payments to Barclaycard and added them to my DMP in 2013 and they then sold the debt on to a debt collector. I paid it off in 2016. I frequently missed payments or the direct debit was returned as unpaid before then. They did stop charging interest at some point but I can’t remember when that was. I also had an overdraft which was frequently being used and over the limit, mainly because of charges applied to my account for unpaid direct debits, unauthorised borrowing, etc. All because I had got into the payday loan trap. Charges on my overdraft were often in excess of £200 per month and it would have been obvious to them as my current account provider that i was in financial difficulty. Is it worth a call to ask if I am on the list as I haven’t received a letter, or am I not likely to have been affected?
Sara (Debt Camel) says
Yes it’s worth a call. It is possible the adding interest had stopped by 2013 when your DMP started so you at eoutside the time of this automatic refund. In that case you can say you want to make a complaint and for them to consider a refund.
Jax says
Thanks Sara
B says
HI ALL,
I had 2 barclaycards, both of which are over their credit limits every month and have been for around 8 years now. Back in 2015 i missed payments for 3 months on both cards and various random missed payments.
I’ve telephoned Barclaycard today to ask why I haven’t been included in this redress programe and they deny all knowledge of this and stated they only refunding customers who were paying incorrect interest rates or customers who are not able to make their minimum payments per month.
Is this correct? because i’m so confused as to what they are refunding and why. I thought it would be because of clear financial difficulty, which I have clearly been in
Sara (Debt Camel) says
But have you told them you were in financial difficulty? The refunds have been going to people who did tell Barclaycard that they were struggling and asked for lower payments and interest to be frozen but who were told No…
It sounds as though you are still in difficulty with these cards? Are you still spending on them? You have had some decent payday loan refunds, couldn’t you use some of them to pay off the cards? Overall if you cannot manage without spending on the cards then you need debt advice – I suggest you talk to StepChange about your options.
Victoria says
I was refunded and had the largest balance in excess of £25k written off I was in regular contact with them about my situation and they marked me as vulnerable at my request as soon as my payments defaulted. I could be wrong but I think this is the common denominator here as a few others that had debts written off were in the same boat
Kay says
Hi Sara
I had a 5K barclaycard that defaulted in April 2014 (I was hospitalised for 3 months). I was on a DMP with stepchange from July 2014 and paid the full amount back, but Barclays continued charging interest until my total debt was repaid in full. Stepchange told me Barclays we’re notorious for not negotiating an interest freeze. Do you think I’ll be included in the refund programme?
Sara (Debt Camel) says
I hope you will – but give them a ring to find out!
Jason says
Update from me, first reply form sent 1/12/2018, second sent next day signed for 22/12. First one hasn’t turned up yet but they received the second one on 24/12. £3,900 paid into current account today !!!!
Now to force them to look into the second card that I had at the same time with exactly the same circumstances and even defaulted on the same date. Help desk are rubbish and just say that it may be dealt with at some time ……..
Jade says
I have the same issue. I had a second account that will be in the exact same position and they’re refusing to look at it. I may well just make the complaint to the Ombudsman.
Jason says
Now I have the first lump of money I’ve raised a resolver complaint for the second account, this should help with the escalation to the ombudsman if needed.
Joseph says
Hello everyone,
So I had an unreal outcome from Barclays with my £500 overdraft. In 2017 I took out this overdraft as the advisor in the branch suggested I wouldn’t get a loan, and to get this £500 then apply for an increase later on. I did, then applied for the increase, and got declined. I’ve been in the overdraft ever since so put in a complaint that it was given to me irresponsibly. Got a call from Barclays telling me they were not upholding my complaint, I argued I wasn’t credit checked, and had they looked at my bank statements they would have seen payday loans – again she declined my reasons and I told her I was taking it to the FOS. Got a phone call back 20 minutes later saying she can see the payday loans and she is changing her mind and upholding my complaint – £600 refund (£500 overdraft paid off and £100 compensation) – On the basis that I withdraw my complaint with the financial ombudsman IMMEDIATLEY – To which I did. Unreal outcome, I only submitted this because I am going through all the payday loan refunds and thought it was worth a shot – was told I had no chance as it was just a small overdraft – good luck everyone!! over the moon!!
Sara (Debt Camel) says
That is an unusually good and fast result!
I suspect the key feature here is the fact that they told you you wouldn’t qualify for a loan and then offered an overdraft – not responsible lending!
For anyone else reading this and wondering whether to try this, it doesn’t come under the heading of the sort of arrears refund program that the article above discusses. It is an “affordability complaint”, see https://debtcamel.co.uk/refunds-catalogue-credit-card/ which also covers overdrafts.
R says
I’m bloody fuming with the helpline team!
They received my form on the 10th of December and I still haven’t had anything! I know it states 30 days but I haven’t seen anyone wait this long and it’s pissing me off! Helpline are useless and just literally read from the letters we received. Would be helpful if they could actually help!!
Jason says
Agreed, absolutely rubbish, ask them to escalate to their superior and this should get you someone higher up the idiot scale.
I eventually got put through to someone uk based who was far more helpful.
Did you send your letter recorded, I did that with a copy I’d kept as they were still denying they’d received the one I sent 1st December via normal post.
The recorded one was turned around in 7 days.
They tried spouting the line that although it is greater than the 30 days that it was due to the festive period, I countered this by asking if I’d used that excuse when my payments were due would they accept this as an excuse ?? :)
See if you can get a copy of the letter and resend recorded.
R says
I sent it recorded and I know it was there and signed for on the 10th of December.
So annoying aren’t they! I called again yesterday and she said she would try and prioritise my form to the refunds department but still didn’t give me a time frame. I wouldn’t mind waiting but they could at least be more specific.
They should also state the Christmas holidays could effect the time frame. If I do not receive mine before the 30 days I will be complaining big time!
Nikki says
I sent my completed form beginning of December and received a letter reply in between Christmas and new year saying they will respond by 9th February.
Jade says
I completely agree. They sent me the form offering a pathetic £49. The letter states to contact them to advise of other issues like stress as they can consider additional sums. They told me that they don’t even consider compensation for stress etc.
As well as this, when I called them, the adviser was adamant that I still owed over £600 even though I have evidence of the account being settled in full. I was transferred to someone else who confirmed it had been fully repaid and nothing was owing.
Sara (Debt Camel) says
Phone up again and say you want to make a formal complaint. Say the letter you received said to contact them because of other issues like stress (quote from that letter exactly” but you were just dismissed when you phoned up to do just that. And that you were then told you owed money even though you didn’t. Ask for compensation.
Jade says
I did and she refused to budge on the £49. Then offered £25 for the incorrect information regarding outstanding sums.
Carole E says
Hi,
I received a letter from Barclaycard at the end of November ’18, relating to my late husband’s Monument Card Payment Break Plan.
My husband died suddenly two and a half years ago and my daughter dealt with all the paperwork. I had no knowledge of this card, and also no further information, so it was impossible to fill in the accompanying forms, which were all for HIM to answer. My daughter suffered a brain haemorrage last year and is now unable to help me with this.
I rang the number given for help countless times, and despite holding on for ages, it was never answered.
I wrote to them on 4th December and explained the situation.
Yesterday (4th January ’19), I received another letter acknowledging my ‘complaint’ . They have asked for various personal documents “To investigate this complaint”. These include his Will, my Passport/Driving Licence, Death Certificate and proof confirming that I am dealing with his accounts!
I am reluctant to send all this information, without any real idea of whether this is going to lead anywhere.
Also, they wrote to ME, and I also have a Barclays account and cards, so they must already know that I am dealing with the finances!
Please can anyone give me any suggestions as to how I should proceed?
Many thanks
Sara (Debt Camel) says
It is odd that they wrote to you, but it is reasonable that they would want a lot of documentation from you that you are the right person to speak to – or to refund. I am sorry but I suggest you send them the information they have asked for. I think as you have a Barclays account, a photocopy of your passport or driving license should be oK, not the real thing.
Carole E says
Thank you for your prompt reply Sara. Do you think it could be likely that there is some sort of refund available?
I noticed on another post that someone had a Providian card and that it was changed to Monument, and although I have no records I think I vaguely remember seeing some old paperwork for Providian.
However, all the the outdated papers were burnt a few months ago, so I have no proof, card number etc.
Sara (Debt Camel) says
You have been contacted because there is a refund program, so yes it’s likely, but I don’t know what the terms of it are. Good luck!
Carole E says
Thank you … I will let you know what response I receive, if any!
Carole E says
Hi Sara, I followed your advice and sent the relevent documents, which were returned 14th January with a note saying the info would be passed to the appropriate department to be reviewed.
On 5th February, Barclaycard Customer Relations wrote to apologise that it is taking longer than expected to prepare a final response to my complaint.
It went on to say that because some time has passed since I first ‘complained’ (4th December 2018,) I now have the right to ask the Financial Ombudsman Service to look into my complaint and they enclosed a leaflet on how to go about it!
They say they will give me a full response as quickly as possible, so it seems rather pointless to get yet another body involved, which would mean starting all over again.
Could you give me your thoughts on this please Sara?
Sara (Debt Camel) says
I would say give them a couple more weeks.