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
Laura says
Hello not sure if this is the correct thread. I recently put in an affordability complaint to Barclaycard. I was given a card at a time I was knee deep in payday loans and the credit limit was increased three times despite minimum payments and a few defaults. I know have put a end to the borrowing cycle and faced up to the fact I can’t afford the repayments . They replied saying they aimed to have the complaint resolved by 72 hours and then write and said they aimed for resolution by 1st jan but heard nothing since. Personally I didn’t think the timescales were realistic anyway but has anyone has any experience raising this complaint.
Sara (Debt Camel) says
This is the best page for credit card affordability complaints: https://debtcamel.co.uk/refunds-catalogue-credit-card/. These complaints are harder to win than payday loan refunds, but people have been winning some as the comments on that page show.
Gthom says
Hi all.
I had a Barclay card from early 2014
By mid 2015 I had maxed it out and was missing payments then it went on to a dmp.
I’m unsure of they charged interest or not while all this was happening I paid it off about a year ago. I’m unsure wether I’m due a refund or not. I’ve rang the number and they couldn’t tell me anything and just said it’s random. Should I of heard anything by now or is it just a matter of time??
Sara (Debt Camel) says
Barclays have said little about what they are doing and nothing about when the refund program will be completed.
If you want to know if Barclays did continue to charge interest after you had told them you were in difficulty, you could ask for a copy of your personal data, see https://www.apply.barclays.co.uk/forms/gdpr?execution=e1s1
Or you could put in a complaint now and ask for a refund of the interest they charged (even though you don’t know how much this is).
Or you could wait a few months and see what happens.
Brianr1967 says
I have recently had my barclaycard debt written off due to them not providing any assistance and support when my wife went through cancer and treatment which meant I was not earning my normal salary. Good news. However I got the same treatment if not worse from MBNA who sold the debt to a debt collection company who I now pay a monthly fee to having been harassed with daily calls.
Do you think I have a similar case with MBNA?
Sara (Debt Camel) says
If MBNA were aware your wife had cancer and continued to charge interest and push you to repay them, then yes, I think you should complain to them and ask for a refund of this interest. Also read https://debtcamel.co.uk/creditor-wont-freeze-interest/ as that may have some points to add to your complaint.
Deborah says
I have received the Barclay Card letter today, concerning a Sky Card i had in 2005, it says i may be entitled to a refund if i fill out the form but i cannot remember if i was in debt or missed payments with this card or even that i had opted for the pbp, is it worth me filling in the form
Sara (Debt Camel) says
Yes I think it is, even if you need to be a little vague in your answers, because it won’t take long. Obviously don’t lie. They won’t expect precision after all this time! And you almost certainly were ripped off with the PBP cost.
“I don’t remember opting for the PBP” is fine if they ask you about the sign up.
If you remember what your job was and that you would have got sick pay, that is worth mentioning as means you would have had less need of the PBP: “I didn’t normally choose PPI as I didn’t think I needed the cover because I had good sickness cover through my work as/at xxxxxx.”
or perhaps
“I had some financial difficulties over the next few years but I don’t remember if I missed any payments on my Sky card in particular. I never tried to claim on the PBP as I didn’t know I had it.”
Deborah says
Thank you that is helpful
Cebee says
Had a call from BC following submitting claim regarding PPI, Interest and charges….. we contacted them during a period of hardship and illness a few years ago, and asked for help… they refused help because we were in arrears….. the call today offered us a 2% interest reduction so 22% ! And wanted us to close the case with that offer… I declined. Cb
Charlie ross says
I logged a complaint with Barclaycard, I asked them to pot a stop on my account because of a gambling addiction. They did…… for 6 months….. then I tried to use it again for gambling and it worked. I spend 3.5k in 3 days. Their excuse was that all their systems didn’t update. The offered me £300 compensation which I politely declined. Waiting on another offer now.
Sara (Debt Camel) says
That is an interesting case – keep us updated!
Ms B says
Waiting for Natwest to do the same – sent a complaint waiting to hear from them.
Matt says
Hi
Got an old Barclaycard debt which is now 6 years old. It never defaulted so my credit file says “ arrange to pay “
I’ve read there’s a possibility that I could ask Barclaycard to add a default to this debt?
Any help much appreciated
Sara (Debt Camel) says
This article looks at how to ask for a default to be added to your record: https://debtcamel.co.uk/debt-default-date/.
When you set up the arrangement to pay, did Barclaycard agree to freeze interest? If not, you should also complain and ask them to do this. Barclaycard is now paying refunds to some people for this sort of problem. See https://debtcamel.co.uk/creditor-wont-freeze-interest/.
Matt says
Thanks Sara
Yes they did freeze the interest!
Many thanks again
Claire Ingall says
Hi Sara,
I’ve just got off the phone from Barclaycard after raising a concern to them regarding how they treated my Barclaycard arrears (I was prompted to do this after reading how they were refunding customers for not treating their arrears with proper due diligence.
Trying to be concise – I was on a debt management plan with Step Change between 2006 – 2014. I initially owed Barclays 6k.The first three years of the plan were interest free. In Dec 2009 they started charging me interest at varying rates until the plan closed in August 2014.
I decided to go back to them and ask for a refund of all the interest and charges which totalled £1394. They have agreed to refund me £418.17, which is for a period of 6 months where “by error” I was charged the standard rate of interest. They say the interest I was charged the rest of the time was at a reduced rate compared to the standard rate and that therefore they cannot refund it.
It does make sense, and I understand that it was not my god given right to have the interest frozen but I cant stop thinking given the length of time I was in arrears with them and the size of the debt (especially in proportion to my salary at the time which was £20k) they haven’t treated me very fairly. Do you think its worth pursuing a refund for the rest of the interest?
Thanks in advance,
Sara (Debt Camel) says
Well £418 is better than nothing! But I think it’s worth having another push on this.
I suggest you go back to them and ask them to reconsider. Point out that Barclaycard was signed up to the lending Code at that time which said that:
225. It is inappropriate for interest and charges to continue to be taken where the result would be that the repayment period for the customer becomes excessive. In forming a judgement on what might be excessive, a subscriber should take into account the type of product and the individual circumstances of the borrower.
Point out that your other creditors had frozen interest in your DMP and by adding interest, even at a reduced rate, Barclaycard prolonged the time it took to complete your DMP to 14 years, which was unfair.
Claire says
Hi Sara,
Thank you so much – I will do. Much appreciated!
Victoria says
Sara do you know of Barclays are writing off overdrafts based on the same principle?
Sara (Debt Camel) says
Most of the comments in the last few months have been about Barclaycard.
Sandra Ballantyne says
Hi received this letter giving me £75 I’m compensation and it was gladly received because at the time I arranged this I was diagnosed with breast cancer but my £1,890 debt was not cleared or closed
Why are others having their debt paid off ?
Sara (Debt Camel) says
Barclaycard have not announced publically how they are deciding who gets a refund and who gets a write off. Piecing together comments from people on here, it seems that in most cases the write-offs relate to cases where Barclaycard charged interest over a period when it knew the customer was in trouble, so what looks like a “write off” is actually a refund of this interest that should not have been charged.
Do you remember what happened in your case? After you told Barclays than you were unwell, did they agree to freeze interest or carry on charging it?
SteveO says
Has anyone had the actual debt written off and removed/updated from their credit files?
I received the £75 a couple of months ago but the outstanding balance still remains as far as I can see.
Sara (Debt Camel) says
Did Barclays say they were going to write off your debt?
SteveO says
Yes, the letter stated that the £75 would be paid, the account closed and no further payment would be required.
Sara (Debt Camel) says
Good – well if it hasn’t been done after a month from that letter, I suggest you contact them and ask why not.
richard stirling says
Hello
Yes I have the same issue. Financial Obudsmans now involved.
Kneale says
Thanks Sara, that’s what I will do – Barclaycard are sending out the final response letter tomorrow so I will escalate to the FOS as soon as I get this. I’ll let you know how I get on.
Kneale says
This is my last response from Barclaycard today:
“As advised previously, the information on your credit file is correct and we cannot change this. We have not come to an arrangement with you for a ‘partial settlement’ of the debt outstanding. Your account is not active on your credit file, it is reporting as defaulted on 30 March 2017.
May I advise, the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS) are fully aware of our policy and process in relation to the review we have undertaken. However, we do work closely with the FOS and if we are approached by them we will respond and co-operate fully with their investigations.“
Gemma Morris says
I too accepted the £75 remediation from Barclay card on the 22nd November. I have kept an eye on my credit file since and nothing had changed. The balance is still unsettled and outstanding. So, today I contacted Barclay card remediation team who advised it could take 6-8 weeks to show on my credit file, to which I replied that this time had lapsed. I was advised that for some reason unbeknown to them my credit file had not been updated and they promised to correct this within 1 weeks time. I also have a long term overdraft with Barclays and have obviously been in financial difficulty, but haven’t had any letter with regards to this account. But it may just be worth a call ??!
Kneale says
Gemma, did you credit file get updated. If so, what to?
I have heard back from an FOS investigator that they are not upholding my complaint for the balance to show as £0 on my credit file. I didn’t even ask the FOS for this to happen, I asked for it show as partially satisfied as Sara suggested above.
Mrs Mack says
I have just read Claire’s comment and it could have been me writing it as my circs are so similar, Barclaycard have refunded me interest for ONE card but only since 2013, I had another and they have not refunded anything for that and refused to refund interest on the first pre 2013. I have complained and the date for their response is up tomorrow so if I haven’t received anything in writing by Monday or if I have but I’m not satisfied then I’m off to FOS. Their treatment of me was not in line with the lending code and inconsistent between various accounts I had with them. I am also minded to complain about the DMP provider as I feel that they were not at all proactive in dealing with the interest issue even though I raised it multiple times with them as well as direct with Barclaycard over the 7 years of my plan so the DMP provider cant honestly say that they have “acted in my best interests” as they have claimed to me.
Scott Gardiner says
This is the email i received when i complained about them.
“May I explain that Barclaycard have refunded in scenarios like where the minimum payment calculation was incorrect by the system and it took longer by the customer to pay off the balance. Or, in a few cases where system applied a higher interest due to some technical issues. So, we have identified those accounts and refunds have been done.
However, there hasn’t been any error on your account from Barclaycard. That’s why we didn’t refund any amount on your account.
Under the circumstances, I will able to credit an amount of £20 on your Barclaycard account as a gesture of goodwill as you are a valued customer to us.”
Any help with this would be great.
Sara (Debt Camel) says
Can you outline what happened to you when you were in financial difficulty – when was this, were BC aware, did they carry on adding interest & charges, if yes for how long? anything else you feel is relevant.
Scott says
No BC didnt know about it. but was overdawn, missed some payments, credit rating was horrendous, only made minimum payments for a long time during diffs, had nearly 100 payday loans. also guarantor loans. Have had this card since 2013 with 7500 limit and only cleared it today thank god!
Suzy says
Hi Sara & All
After waiting months for my refund I called them and within 2 days £75 was paid into my account today
Also they are calculating a further refund of charges & interest but unsure how long this will take
Does anyone know if this arrears review includes secured loans that was repaid ?
Linda says
Barclays granted me a pre-approved online £6000 loan and an overdraft over £1000 around around 2013. At the time I had multiple payday loans (around 4 or 5) going through my account and was missing directs debits and incurring charges both before and after the loan and overdraft were given. I put in an affordability complaint before Barclays announced this refund scheme yet it wasn’t upheld by them, the FO adjudicator or the ombudsman (all the payday loans complaints were upheld). I clearly evidenced i was really struggling. When I read the article on this page I was gutted I can’t understand a) why the complaint wasn’t upheld and the payday ones were b) why Barclays haven’t been in touch when I fit the criteria. I’m now paying their debts off amongst others through a DMP. You win some you loose some I guess.
Sara (Debt Camel) says
This automatic refund program has nothing to do with affordability, it relates to whether Barclays continued to add interest after they were informed you were in difficulty. Most of the refunds have come from Barclaycard.
Sorry you lost your original complaint, people are now having some more success with a new approach which involves asking the lender for a Subject Acccess Request to prove what information the lender knew before giving the loan (see https://debtcamel.co.uk/refunds-large-high-cost-loans/) But it’s not possible to reopen a case. One that got away…
Linda says
Definitely one that got away I did have a Barclaycard too at the same time but nothing from that either. But I’ve more of an understanding now you’ve explained thanks Sarah. I just thought it a little strange how the FO upheld the payday loan complaints which were at the sane time but there you go. I’ll have a look at your link in case I have any other complaints. Thanks for your comments
J says
I think I fall into a similar situation as Linda. I had a pre-approved loan given to me on top of another loan I already had with Barclays. This would have been circa 2010/11 and I was already in a payday loan cycle. The loan was for £12k i think – possibly slightly more, and I already had a loan with then for £4k I think – plus a £2k overdraft.
I was in the midst of a gambling issue – hence the sums of money involved. But instead of having a DMP for around £10K to cover my payday loans – I ended up having one for nearly £25k. My point being – should Barclays have been more thorough with their checks? I know the refund program with Barclays has nothing to do with affordability – and to be fair as part of the DMP all interest was frozen. But if payday companies are being held responsible for irresponsible lending then why should that not apply to high street banks.
Sara (Debt Camel) says
yes they should have done better checks. But if this loan was given more than 6 years ago, I am afraid you won’t get anywhere with an affordability complaint.
J says
Thanks Sara – saves me wasting my time trying then !
On a slightly separate note – what is your view on DMP settlements? So I have less than £10k left to pay off of an original £24k. I will be in a position to pay this off in full at some point in the next 6 months. Is it better to settle in full or should I offer a settlement figure of 50% or so?
From a credit file perspective does it matter?
Many thanks.
Sara (Debt Camel) says
DMP settlements – have these debts all got default dates on your credit record, if so, what are they?
Have they all been sold to debt collectors? Apart from the credit record, read https://debtcamel.co.uk/settlements-old-debts-cca/ – and the comments below, such as the last one…
j says
Hi Sara – just taking a look at my report. The only default I can see is for a payday loan with Lending stream that is due to finish next month – default date was Feb 2013. I have an arrangement to pay registered on the account with another payday lender MYJAR that says report until 6 years after account closure (I assume that means it will show until the debt is fully settled?). The Barclays debts don’t show on my report at all – im guessing because they are all over 6 years old and have not defaulted (both loans now with PRA group – one with £7.5k left to pay and the other £800.
Those 2 debts represent 90% of whats left on my DMP.
Sorry – I appreciate this is now off topic – but just wanted to reply to your reply.
Ross says
Just a quick question on this one, if I may please? I hold a Barclaycard and, a couple of years ago, I was constantly going over limit and being charged the £12 fee, and would receive a letter, each month, explaining about the default fees charged. Because I was juggling with so many payday loans, and other debt, I would only ever make the minimum payment, each month, but always go over limit, when my statement was produced. Nobody from Barclaycard ever contacted me, even though it was over such a long period of time, and I was surprised that nobody seemed interested in the fact that I was, constantly, going over limit. The £12 over limit fee became part of the course and, if I’m honest, I don’t really object to these, as I am partly responsible for what was happening. However, do you think that, as part of this review, my account should be looked at? It would seem obvious that, as this constantly happened, I was in financial difficulty and nobody from BC seemed interested?
Sara (Debt Camel) says
That isn’t part of this review. It is just looking at some specific issues not “everything we might have done wrong”.
Jason says
My understanding is that it only applies to the accounts that they defaulted from 2013 onwards.
Still awaiting my second one 2 months after the first even though they were both defaulted on the same day !!!
Mrs Mack says
I didnt receive a letter on 23rd from Barclaycard, have just got off the phone to one of their complaints team who basically said that freezing interest on one of my cards back in 2012 was an error and that they have acted completely correctly by continuning to charge me interest at a reduced rate (yes but still almost almost 4 % compound interest on thousands of pounds!) on my two other cards, that the FCA is aware of their position re interest rate and that they have acted correctly througout and what more do i think they should have done ! They have no regard for the effect of their decision on me and thousands of others who are still in DMPs so I have drafted my letter to the FOS, will amend it to include the conversation this morning and l will sit back and see what happens, they have truely been the worst of all the creditors i had (and that included Loyds).
Nikki says
HI – Barclays got in touch with me originally about PBP and I completed the complaints form as I didn’t know I had this on my card. If I had we would have used it for a couple of reasons. They responded to me yesterday saying that my case was taking longer than expected, and included a FOS leaflet should I want to contact them.
My question is, do I go to the FOS or wait for the outcome as they said they will still be investigating my case?
I’m not sure if this is a standard letter and my case will be forgotten, or do they carry on as they say they will and keep investigating. Does anyone have any experience of this letter?
Sara (Debt Camel) says
It probably is a standard letter but no one else has mentioned it.
I usually suggest giving them a few of weeks then sending to FOS. Ask them in 3 weeks?
Nikki says
Thanks Sara – I’ll put a date in my calendar to call them.
Carole E says
Hi Nikki,
I also received one of these letters on 5th February, when 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.
Like you, I also wonder whether that’s a standard ‘fobbing off’ letter and are they still genuinely investigating my case?
It seems rather pointless to get yet another body involved, which would mean starting all over again.
Nikki says
Hi Carole,
I’m going to give it 3 week per Sara advice, then give them a call.
I’ll post on here and let you know if any positive happens in the next couple weeks.
Nikki says
Hi Carole
I spoke to Barclaycard today for an update. They said the final decision has been made on my case and that it needs to be signed off. My response will be about 7 days but possibly earlier.
The representative could not tell me what was in the letter as it could get changed by the person signing it off.
Hopefully you will hear soon too.
Carole E says
Hi Nikki,
Thanks for the update. Sorry for delayed reply, my daughter is very ill and I’ve not caught up with things.
I still haven’t heard anything and frankly, haven’t got the time to chase it up at the moment.
When (or if) I have any further info I will let you know too.
Hopefully, you have heard the decision on your case by now, and I hope it’s good news.
ericson says
Afraid my question is about Lloyds and refunds, but it touches on areas here. OK, so I have paid significant charges on an overdraft to Lloyds. Obviously, this has made my position worse. Lloyds’ new policy (since about a year ago) is also highly controversial – instead of making charges to people for going over their limit, say, it charges everyone a socking great interest rate on your overdraft. The new charges for me are the equivalent of an annual interest rate of 50% (!). Shocking.
I have already paid these charges . And in general the costs were high for several years previously. My personal circumstances have been behind all this; without going into it here, let’s just say there are factors that make an understandable explanation… I did try talking to Lloyds about it once but the *problem* is you’d be seen in the wrong way if you were given reduced charges ‘on the basis of having financial complications at present’; such an approach could damage your borrowing ability with the bank (soon or later), when what you are looking for is not to have simply *unfair* charges which make your position worse and have been unreasonable.
I’m thinking of going to the Ombudsman, seeking a refund of excess charges. is this the first step to take now; and if so, is there anywhere I can get advice on the specifics of presenting my case in the best way possible? Thanks.
Joseph says
Can anyone help me with a tech pack ombudsman claim? She came back (FOS) and refused my complaint stating silly things about me should have known about the T&C’s, but I explained the items I had with them were over 2 years when I bought them (they have to be under 2 years). Anyone got any success win’s about this that would be useful in my counter argument?
Sara (Debt Camel) says
Not seen that discussed here. Try asking on https://forums.moneysavingexpert.com/forumdisplay.php?f=169
Tim says
I have contacted Barclaycard today stating that I am in financial difficulty. I have been on ESA for over 3 years with no other income due to having a mental illness. I explained all my monthly outgoings and they have agreed to freeze the interest and charges on the balance. I have been paying interest at full rate on a £14K balance since June 2018. I don’t quite understand the full implications of what’s happening. They say I don’t have to pay any further payments due to my financial situation but can pay should I wish.. Will this eventually result in an IVA? or does that only happen if I choose to do so? I don’t want to go down that route. Will my account only default if I don’t meet the minimum monthly payment. They say that the arears letter will go out as they have no control over them. I’m not sure what the implications will be if I effectively default on the account. Does having the interest and charges freeze effectively default the account? Sorry for my confusion and misunderstanding and all the questions.
Sara (Debt Camel) says
Several points.
1) no one can make you choose an IVA. Or any other debt solution.
2) do you have other problem debts as well? Do you know how much they add up to? are you buying or renting?
3) it is very likely that late payment indicators will be added to your credit record and that after 3-6 months they may add a default. This may feel unfair, but it is just recording that you aren’t making the normal minimum payments.
4) on ESA I would be very surprised if you can afford the normal minimum payments. It is not good for your mental health to be constantly short of money and stressed. Stopping this is more important than trying to protect your credit record if that is what you are worried about.
PS you have posted on an article about Barclaycard sending refunds. That is fine, I just wanted to make sure that you weren’t hoping for a refund as the current refund program won’t apply to you – they are only giving refunds where they had been previously told you had problems and they ignored them and didn’t freze interest.
SteveO says
Hi, does anyone have the number that is on the letter to hand?
I need to give them another call but can’t find the letter.
Nikki says
Hi it’s 0800 161 5313
Ang says
I have received a letter from Barclays. They have refunded me £247 onto my Barclays account. I no longer use this account and still owe Barclays money. They have said refunded it onto my account due to me owning them money still. Am I not able to get this money direct to me as I haven’t been with Barclays for well over 7 plus years?
Sara (Debt Camel) says
It’s normal for these refunds to be used to reduce any balances you still have. Was this a current account or a Barclaycard?
Tim Harris says
Hi
Is there any type of template letter that can be sent?
Sara (Debt Camel) says
What do you want to complain about?
Sarah Reid says
Hi Sara
I have successfully had a PPI claim upheld for my overdraft spanning over a 4 year period from 1999 to 2004: The breakdown calculates as follows:
Refund of PPi Premiums Paid £924.80
Refund of interest charged on premiums paid £1,523.31
Stat Compensation £2,860.22
Deduction income tax £572.04 (claim currently with HRMC for the first £200 Interest)
Total Refund £4,736.69
My question is – is the above calculations standard for all PPI payouts as I have just had a PPI claim upheld with Blackhorse and there is offer is considerably lower. My overall PPI paid on my loan was £423.43 and they offered me £981.72. Can you please advise if this sound right?
Many thanks for your help.
Sarah
Sara (Debt Camel) says
What were the dates for the Blackhorse loan? what was the interest rate on the loan? what was the interest rate you were paying on the overdraft?
Sarah Reid says
Hi Sara
On the black horse loan the interest was 2.968% per month and 19/8/2003
On the overdraft the interest varied each month dependent on my use
Many thanks
Kneale says
I have had the same issue too, letter said account would be closed and credit file updated.
The account remains open on my credit file but went down from £7500 to £6500. I have been in communication with the Executive Office complaints team but they say the credit file is correct and even though they won’t pursue the debt it will remain open until the default is at 6 years. I have today asked for the final response letter so I can escalate to the FOS. It’s causing me stress!
Sara (Debt Camel) says
Your complaint to FOS should say that showing 6500 owing is misleading to other creditors as you do not have to repay this money. Barclays should mark the debt as partially satisfied – showing you did not pay it all – and with zero owing.
Ian Jones says
Hi, I took out a barclaycard back in 2012, I made 2 purchases in that year and then barclaycard terminated the account. I have been making minimum payments ever since. When I asked for an calrification in 2018 as to why the account was closed, they were unable to give me an explanation. Do have any redress as the facility was withdrawn without reason?
Thanks
Ian
Sara (Debt Camel) says
Did you put in a complaint at the time? As this is over 6 years ago it seems unlikely that you now get any redress for it.
Kerry says
I had this exact issue only I asked for a block from certain sites so I could still use the card for everyday items but they refused point blank. I’ve just got my letter and feel maybe £75 isn’t enough considering my credit card was in arrears consistently at £1400 for over six years
Cath says
I was just checking my online bank account and I’ve got a Barclaycard refund of £381.50 I’ve had no letter explaining why I got this refund
Susan says
I’ve ready commented on here but cant find my original post!
Barclaycard had until 7th March to respond to the adjudicator decision (repay all charges and interest) but I’ve heard nothing. I contacted the adjudicator on 12th March and she said she was still waiting on them and would let me know. Can I contact the adjudicator again, I don’t want to hassle them but Barlays will obviously dispute this and it will need to go to the ombudsman so I want to get it done asap?
anthony says
Hi all, just to say that I had trouble finding an email address for Barclaycard and finally got them to give me address over Twitter. If anyone needs to make a complaint email payment.solutions@barclaycard.co.uk – I’ve just checked the amount I paid through a DMP was £2800 the limit on the card was £2200 so I’m expecting around £600 back if successful.
Sarah Reid says
Hi All
Just wanted to advise how important where possible to access your personal data with your bank. I requested a copy of all my personal data with Barclays to which they duly provided. It was only by searching though this data that I found that I was paying monthly fees over 8 years for an Additions bank account that I did not know that I had. I then raised a complaint with Barclays stating I believed they had mis-sold the bank account to me. Today they have upheld my complaint and I hope to receive a settlement soon. I raised the complaint on 27/03/19 and received their response today. Very fast turn around indeed!!
I also had PPI on my overdraft and they reimbursed me with £4,900 – received within two weeks of raising a PPI complaint.
John Smith says
I have been contacted by Barclays and was offered 2 payments totalling £700.
One slight issue is that my 2 Barclays accounts were in a different name to my current bank account to where the refunds will be paid. My Barclays accounts were Middle Name Surname whereas my bank account is Firstname Surname. The reason is that I use my middle name as my first name but when I opened my bank account last year I had to go with Firstname Surname. It’s fairly common for people to be known by their middle name.
I’ve returned the acceptance forms and explained why my bank account is slight different and included copies of birth certificate and passport to support my explanation.
Anyone reckon if I’ll have any problems getting the money paid to me?
Thanks
Sara (Debt Camel) says
I think you should be able to get this resolved.
John Smith says
My refund was processed very quickly without any questions and the money was received into my bank account right away.
Anthony Thompson says
I made a complaint 1 week ago today in writing and called to chase them up today. After 15 mins on the phone explaining my case (interest and charges not being stopped for 2 years when I entered debt management) and being called back after about 30 mins I’ve just been told I’m due £947.65 back – the guy on the phone said I should have the money in my account within 72 hours but probably sooner.
Sara (Debt Camel) says
Well done. It’s good to hear they are listening when someone makes out a case.
Jasonh says
Wow, good work, I’ve kept being fobbed off by various departments ref my second account which was defaulted at the same time. I received the refund for card a in December, they haven’t even sent me a letter for card b. All I keep getting is that it may or may not be reviewed and I may or may not get a letter in due course.
I feel I’m banging my head against a brick wall, card is paid off though so I feel it’s my money they have now !!!! :)
Could you let me know which number you called please ?
Many thanks
Simon says
I’m still waiting to be contacted by Barclays due to a loan I had. I have defaulted on the loan and they were unable to help and let adding the interest on. I made a complaint via FOS and was advised. Y Barclays that the default will never show on file even if sold etc however this morning, I received a letter from MoorCroft to make payments etc and no worries in case they ever sell the debt or go fo CCJ even though loan never showing on credit file etc.
max says
Hello. I have received a letter from Barclaycard that says like they were no to standards, so they have to refund me 3.76. But Like they pass my debt (like 396.86 pounds) to Link financial, they will order to them to discount amount.
But my question if the following, if somebody can answer, please:
Like they admit some kind of wrongdoing, Can I ask them to take me out my default in my credit report?
And another question, Link financial default me as well, even when I paid to them since the beginning of my DMP, which was straightaway. Can I ask them to take me out the default mark?
Thank you very much
Linda says
I had a credit card with Barclays in 2002, after a few years I went with a DMP Barclays refused to stop the monthly interest actually kept sending me horrible letters in the post which wasn’t pleasant. The debt is paid off now but I realised I was paying ppi on the credit card so now put in for a refund only last week. Just waiting to see what they say.
David Bealing says
Good morning I received a letter back in January saying they are refunding me £75 inconvenience Payment i haven’t bothered with it to be honest and haven’t heard nothing since
In the letter they have closed my account and not further payments and won’t hear from us no more owe about £2.000
What does this mean ?? Will they sell the dept to somebody else’s on clearscore it shows the account is closed
And heard nothing from nobody
Please help don’t want nobody Turing up at the door requesting money
I haven’t heard anything from Barclays since 4 years ago when I wrote a letter I was struggling and can I set up a payment plan and the only thing I heard is this letter back in jan
I would contact them myself but just want to forget about it that’s all
Can they sell the dept after 4 years with no letters no statements for that long ??
Could I get some advice please thank you
Sara (Debt Camel) says
If they have written to you saying that they have closed your account and don’t want any further payments then they should not sell the debt on. If you ask them, they should confirm this – I think that might make you feel more comfortable?
David Bealing says
Thank you for the reply
And yes it makes me feel a bit better
Does it eventually Go down to zero
On your credit score?? I’ve noticed they did take £75 off it at the end of jan
But had no letters or phone calls from other places even know the credit card was at my previous address But they managed to track my new address and sent the refund letter and even a text message saying about it. So if they do sell the dept would I have heard from them by now ??
Thank you
HO says
Hi Sara,
I complained to Barclays about a Barclaycard I had which they charged me interest on when I was on a DMP which has since been paid off.
When I spoke to them they had no record of my account which only closed in 2017 when I had paid off the debt. Unfortunately I didn’t keep any of my statements from Barclaycard themselves so I got a print out of all the payment transactions made from Step change to Barclaycard from 2012 to 2017.
The amount owed to Barclaycard originally was £6938 but the total amount paid back was £8276 which means they charged me £1338 in interest whilst I was in financial difficulty.
I’ve sent a complaint letter to Barclaycard including copies of the transactions from Step change, do you think I have a good case for getting some of this interest refunded?
Thanks
Sara (Debt Camel) says
It’s good that you have got that evidence from StepChange – well done! I hope they will refund this, if not, you should send your complaint to the Financial Ombudsman, see https://debtcamel.co.uk/creditor-wont-freeze-interest/
HO says
Thanks Sara, I’ll follow up with a phone call next week to see what their response is to my letter if I haven’t heard anything before then.
HO says
Hi,
Just wanted to give an update in case anyone else has the same problem as me.
I had a phone call from Barclays today, I explained my situation that they were charging me reduced interest when I was initially on the DMP but then for the last year of payments they were charging me full interest again whilst I was still on the DMP.
The lady from the complaints department went away to investigate further then rang me back half an hour later to apologise and has offered me £815 back which will be in my account within 3 working days!
So pleased I followed this through.
Thanks Sara for creating this page, it was very helpful for my claim.
Sara (Debt Camel) says
Well done & thanks for the update!
Keith Airey says
I have received a pbp letter from barclays I was made redundant in 2009 and defaulted on my credit card, barclays sold my debt to a debt collector whom got a ccj against me they were taking £100 a month direct from my wages. In 2015 I had to leave work through I’ll health the debt agency have been pretty good holding off with interest charges although due to previous charges the debt still stands at nigh on the same amount that barclays sold the debt on which was 4500k,do you think I should contact barclays about the pbp and how much do you think I should offer the debt agency to clear the debt as the stress is getting me down and my father in law is going to give me a no stings pay it back when you can loan. Many thanks
Sara (Debt Camel) says
What did the PBP letter say?
Keith Airey says
Basically says that the plan was charged as a percentage of the balance and that I may have incurred charges as a result. It says that it has not reviewed the sales of pbp but could be potential issues they have identified could have applied to me.
Sara (Debt Camel) says
ok, well this is like PPI and you definitely put in a claim about mis-selling before you consider making any settlement offer.
Read https://www.moneysavingexpert.com/reclaim/ppi-loan-insurance/#checklist and if you aren’t sure, put in a rather vague complaint.
Q2 says
Hi. I had two credit cards, both defaulting around the same time at the start of 2017. One for 9000 +and one for 7000+. I received a letter advising me about account 1 in November 2018 writing off the debt and compensating me £50. I have not heard on account 2.
Two questions:
1. How can I find out about account 2? I have had no contact from barclaycard for over 18 months on this
2. On the ‘written off’ defaulted account 1. It is still showing on my credit file. Barclaycard have said this is correct. Is it?
Thank you in avance
Sara (Debt Camel) says
If you had the write off on account 1, there must have been some reason , probably you told Barclaycard you were in difficulty but they continued to add interest or something like that? if the same situation applied to account 2, you should send Barclaycard a complaint saying why they did not treat you fairly by continuing to add interest and ask for it to be removed. You can point out that account 1 was written off but that by itself isn’t a reason why BC should do this to account 2, it depends on the circumstances of account 2.
Your credit record for account 1 should be showing the debt as defaulted, because you did default on it. But it should now show the account as satisfied or settled with zero owing.
Q2 says
Hi Sara, unfortunately I cannot remember the circumstances to card 1, but your scenario is quite possible. but as I cannot remember, should I still send Barclaycard the letter as suggested?
Account 1 is still showing on my Experian report as the full amount, when I queried this with their offshore customer service department, they came back with the amount will still show until? I cannot see where it says in anyway I don’t now owe this.
Can you advise if this is correct and if I need to do anything.
Jason H says
My story is almost exactly the same, defaulted both cards on the same date, same circumstances. Letter received in November 18 refunding £4.5k, nothing on the second card.
I raised a complaint and all I was told is that the second card will be looked at ‘in due course’, nobody can advise on protected dates and just say it’s in the system, pretty annoying as it’s for £8k, both default amounts had been cleared by myself prior to the November letter.
I keep being told just to wait and I ‘may’ receive a letter, I’d be happier if they rejected it and I could then escalate this.
Sara (Debt Camel) says
Have you actually complained using the word COMPLAINT? If yes, then go back to BC and say you want a final response to your complaint within a month or you will be taking it to the Financial Ombudsman. If no, then put in a Complaint now.
Jason h says
I raised a resolver complaint and received their final letter saying that they had nothing further to add apart from it would be dealt with in due process and that was all they were willing to do. Apparently it’s unfair to the other customers to escalate my investigation!!!
Daniel henry says
I got told 275 was going in bank and had 75 what’s going on blagged
Glenda Walker says
My Barclaycard debt was sold to Link, will I still be eligible for refund?
Sara (Debt Camel) says
I don’t think that will make a difference to any refund.
Glenda says
Thank you Sara.
Becki says
Looking for some advice.. I had both a Barclays account and Barclaycard which both default in 2015 after struggling to make payments from 2014. I received a letter back in April regarding my current account but I’ve yet to receive a letter about my Barclaycard. I’ve also been in contact with Robway who now deal with the CC and they sent me copies of transactions to confirm there has been no refund from Barclaycard. I never spoke with Barclaycard in 2014 until I took out a DMP with stepchange who handled guide me through it but I stopped making payment at the end of 2014 as I was off long term sick due to mental illness after a traumatic event and they kept racking up the balance with interest which meant that my 9k balance ended up being sold to Robway at 10,490 with interest and charges. I’ve raised a complaint which I thought would be investigated but I have been receiving phone calls to call them a day after logging the complaint. The conversation will be hard if I have to bring up what happened in the past. Any tips on how to handle the complaint call or what I need to tell them? TIA
Sara (Debt Camel) says
Do you know if they carried on adding interest after your DMP started?
Becki says
I’m not sure exactly as I had started the DMP before it was sold to Robway. I know after Robway managed the debt the balance didn’t rise. I’m going to ask them for a copy of the statements which should hopefully show if they continued to charge the interest or not. I’ve still got a balance of £3500 with Robway so not looking for compensation just any sort of interest refund which hopefully bring this balance down even a little.
Sara (Debt Camel) says
ok, if they charged interest after the DMP that is a very good reason to complain.
Russell says
So I’m quite sure an old Barclaycard I held would be effected under this current review. Interest and over limit charges were continually added to my account when I became ill and couldn’t work. As I was under the care of a local Mental Health team I also provided professional letters confirming diagnosis of depression and anxiety and the ongoing sessions to explore my mood stability or bipolar disease. Not heard anything from Barclaycard, should I complain now or from people’s experience is that not having any results?
Thanks
Sara (Debt Camel) says
How long ago were these problems? If they were very old, more than 6 years, you may not get any compensation.
Russell says
Certainly after the October 2013 date mentioned, probably around 2015?
caroline Jones says
Hi I received a letter today offering basic interest refund of £203 however I did use helpyourclaim in 2016 to check if they owed me any monies, advised nil owed, I know they had been charging me interest, even though since 2013 I had rang them explained illness hardship etc, I was promised they would freeze charges however after 4 years i had to use Stepchange to help as my mental health couldnt cope any more, I had to ring them every 3 or 6 to review, i have a book with it all in, inc who said they would freeze interes.we literally were down to like ten pounds to live on food for 4 for a week. so 2013 to 2017 when we finally sold our house to move to a cheaper bungalow we owed 41K but paid42000 debt back so how do I get better payout tomorrow, i know I paid more than £350 in interest after 13.05.13 after I first contacted them ideas please? I dont know terminology to use. thanks
Sara (Debt Camel) says
Hi Caroline,
I suggest you go back to them and say you paid a lot of interest after 2013 when you rang them and explained about your illness and the hardship the interest was causing. Say they promised to freze interest several times – list the dates and who said this – but they didn’t. Say you were charged a lot more than £203 in interest, ask them to look at this again and reconsider the offer or you will be taking your complaint to the Financial Ombudsman.
(As you can see, I have just used your words there. There isn’t any special terminology you have to use, you just have to be determined – and you should be because you know how much hardship this caused you.)
Chris says
Hi, I had a loan and overdraft with Barclays, both defaulted in October 2014. I got into financial difficulty and I eventually opened a new bank account with Nationwide and buried my head in the sand. I moved house, and continued to forget about the accounts – I received a letter last year from Barclays at my new address mentioning a refund. I believed it was a scam and threw the letter away without reading the whole thing.
I noticed on my credit reports that my Barclays accounts are showing different information for different reports… Equifax has no data since 2015, Experian is showing that the defaults were satisfied on both accounts in 2018 and was most recently updated this month and Transunion is showing that the defaults are not satisfied but the information is up to date. Which report do I believe?
The defaults drop off in October next year, at which point I imagine they will be statute-barred, but as it’s starting to get close to that time, will they start collections proceedings? and if so will they send correspondence to my old address? Because I already have a CCJ on my file that I wasn’t aware of because I had moved. I don’t want another CCJ on my file I didn’t get papers for, and I also don’t know what to do!
Thank you!
Sara (Debt Camel) says
So from the Experian credit report is it possible that Barclays have written off both loan and overdraft?
it sounds as though they have your current address so it seems unlikely they will go for a CCJ without you being aware of it.
Chris says
Well it looks like the Experian report is saying they have been written off. But Barclays are reporting to Transunion that it hasn’t (I think… will Barclays report monthly the status of the accounts?)
It’s very confusing!
Do you think I should contact Barclays to see it has been written off and if not offer a plan to repay? I will need bank statements for some complaints from loans I had when using this account.
Thanks
Sara (Debt Camel) says
If you will have to talk to them about statements, I think you may as well ask them to confirm if they have written the debt off, because it sounds as they probably have and it would be good to be clear.
Hollie says
Hi,
Hoping for some advice, I have a Barclaycard since 2013 while I was a student nurse, I’ve been paying so much interest on this and now my monthly paying only seem to be paying off the interest as I can’t afford to pay anymore. I spoke with Barclaycard a couple of months ago and asked if they can help with lowering my interest as I was struggling to pay anymore off, to which they said they couldn’t do anything. I’m now looking at getting a low interest loan to pay off the credit card. Because I made ONE late payment in 2015 it meant they declined me getting a load. Now I’m still stuck paying off just the interest, What else can I do?
Sara (Debt Camel) says
Are you only making the minimum payments to the card? Are you still using the card?
Do you have other debts as well?
Hollie says
Hi Sara,
Yes I am only making the minimum payments on the Barclaycard, no I’m not using the card anymore, I have £2000 on a virgin credit card that I originally transferred Over to help decrease the amount, but I still have £7900 on the Barclaycard, I am not using that one either.
Sara (Debt Camel) says
That’s a pretty high credit limit. Were you only making the minimum payments when they raised the limit? You may be able to complain about this.
Was it Barclays that rejected you for the loan?
Hollie says
Yes they still increased it when I am only making the minimum payment, and yes it was Barclays that rejected the loan, so that’s twice I spoke to them about needing help with it.
Sara (Debt Camel) says
Right, I think this is definitely worth a complaint. Read https://debtcamel.co.uk/refunds-catalogue-credit-card/ as background. In your case you are complaining that:
– Barclaycard increased your limits to a point which means it is not possible to clear your debts in a reasonable period, and they should have known this if they had considered your income and checked for affordability before increasing the limits
– the high limits have resulted in you struggling and you missed a payment in 2015.
– you have previously asked Barclays for a loan so you could repay the debt at a reasonable interest rate over a shorter period
_ the loan was rejected because you had missed the credit card payment. So they are using this to trap you in high interest debt.
Ask for a refund of all interest since they increased your limit above whatever you think was actually manageable – £5,000?
Don’t be surprised if they reject this – send the complaint to the Financial Ombudsman.
Hollie says
This is amazing advice thank you so much Sara, can you please send me the email address of where I need to send the complaint please.
Sara (Debt Camel) says
Well I can’t guarantee it will work. Credit card affordability complaints can be a bit hit and miss – but the fact Barclays turned you down for a loan seems to me to be a useful point.
I suggest you sign into Barclaycard and send the complaint as a secure message.
Dave says
Are overdraft charges being refunded as well
PhoebeC says
Hi Sara
I have recently just come back off holiday and I had an A4 envelope from Barclycard waiting for me. Initally I didnt open it as I thought they were trying to sell me a credit card. I opened the letter today and it was regarding an account that I had back in 2013 that defaulted. I explained on many occasions that due to losing my job I was unable to make minimum payments and they hiked the interest up. Eventually my debt was sold off to LINK and I set up a DMP with stepchange to clear all debt – which I paid off in November last year in full. The letter states that they are going to refund me £980 which is fantastic and something I really wasnt expecting however it states that the completed form needs to be returned within 30days – this will be up next friday. I want to send the letter as next day delivery first thing on Monday however if they recieve it after the 30day period will my refund be dropped?
Many thanks
Sara (Debt Camel) says
I would be VERY surprised if they withdraw the offer. If they do, you could complain!
Patricia Edgar says
New Topic , is Barclaycard treating people fairly , with FCA new rules . If people can’t afford more than minimum payments , they make people go into , (over credit limit ) and can charge ,£12 , for this . Is this what the FCA intended to help people
Sara (Debt Camel) says
“If people can’t afford more than minimum payments , they make people go into , (over credit limit )” how did this happen to you?
Roz Heathcote says
My friend had one of these letters from Barclaycard today offering her £75 for distress caused. She got her Barclaycard in the early 2000s and never got to grips with it. She is in a low paid job (so low that she does not pay tax and insurance), was conned on the PPI thing which gave her back over £9.000 and eventually had the debt written off in 2017 via a DRO. In the end her debt was £13.000 surely over the last 15 – 18 years she has paid more than £75 in charges. Her credit limit was increased when she could not manage the balance on her account, this was to “make it more manageable”. Her final balance which was written off was over £13k. Whilst I appreciate that it was written off she must surely be in line for more than £75 for her distress. They did everything possible to keep her in debt. Much like the Panorama programme tonight where people were kept in debt by gambling sites.
Sara (Debt Camel) says
I think with 13k of debt written off in a DRO she is not likely to get any more.
Roz Jeathcote says
Thank you. I thought that may be the case. I will pass it on and she will happily accept her £75
Michael says
I’ve received a questionnaire from Barclays over this payment break plan. I don’t know where or when I took this out. I’m guessing it was around 15 years as I’ve been with my current partner this long. I’m just in process of filling it in and it’s asking me about my health. Ive not been very well for a long time and I found out 3 years ago I had bipolar disorder. With really bad depression and anxiety. Do I put this down? Will it effect the outcome?? Thanks
Sara (Debt Camel) says
I don’t know why they are asking about your health, so it’s hard to say what answers would affect the outcome. I suggest you give a straightforward, honest answers. If it asked you when you took it out, say you don’t remember, it may have been about 15 years ago, your finances were in a mess at that point and you don’t know the details. I suggest you say that your bipolar, which you have probably had for many years, was diagnosed 3 years ago (assuming that is accurate.)