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
Lee Butler says
Hi there,
I’ve just had a letter saying the credit limit I’d been given may have been higher than it should have been, yet three months before when I put a case against them on resolver they said they wasn’t at fault :S
Basically I had two credit cards with limits of £5500, I paid one off and cancelled it and the woman on the phone said she was going to put the limit on top of the other one, making it £11000. In the end I had balance of £6500 before they decided to lower my limit and I ended up in a debt management plan as I was off work for a while with my back and it resulted in me struggling to pay this balance as well as a £7000 loan I had before my limits got increased.
Now I’m not a person to cry about this type of thing as 4 years later I’m debt free and at the end of the day I spent this money so it’s only right I pay it back. But quite clearly they’re at fault somewhere (Irresponsible lending) and they’ve offered me £75 which I’ve politely declined so they’re looking it to my case in greater depth.
Any ideas of what compensation I should be looking at realistically?
Sara (Debt Camel) says
Well things clearly went wrong when you said you wanted to cancel a card but Barclaycard doubled the credit limit on the other one.
The simple thing is to ask for all interest to be refunded from that point.
Do you know what the balance was on your card at that point?
Lee Butler says
Think it was around £4000, then when I had problems with my back and I couldn’t pay the minimum amount within three months they lowered my limit from say around £11000 to what I had spent at that moment which was around £6500. So then when I wasn’t able to pay the minimum amount the charges took me over my credit limit Which then I occurred extra charges. Then a couple months later I had no choice but to go in to a debt management plan. Like I say I had spent the money so I’ve never been one to complain but it would be nice if I could get some of the interest back
Elina says
Hi,
Just wondered if you had your compensation after and how long it took to come through if you did?
Emma says
Hi Sara,
I have a Barclaycard since 2010. Within the last year they have ‘paused’ my account and I am now paying £70pm back on a debt of almost £5k. The whole process of dealing with this company has left me with sleepless nights and visits to the Dr. I did bury my head in the sand in terms of not being able to meet minimum payments and missing a few. I have read (3am this morning) of the refunds/write offs. The interest is currently paused on my account as far as I am aware. Is there anything you can advise me to do please?
Sara (Debt Camel) says
Have they increased your limit while you were only paying the minimum amount?
Is this your only problem debt?
Emma says
I’m sure they have. But I also got rid of a lot of correspondence without reading/opening it. No I had other cards taken out at the same time. I have cleared one. I have a second one at present which I am managing.
Sara (Debt Camel) says
You could read https://debtcamel.co.uk/refunds-catalogue-credit-card/. But there is no “automatic refund” available here, you need to be able to make the case that Barclaycard should have realised they were increasing your limit to an unsustainable level.
Stopping interest on your account should mean that the balance will at last start to drop.
Emma says
Ok thank you. I will read that. I’m sure my limit was nearer £6 or even £8k at one point.
Callum says
I’ve just had a text. Please be aware that the normal Barclaycard don’t all know about this. They told me it was a scam email. It was only when I came across this article and for the correct number that I got through to the correct team with the right information.
In my case they have offered around £14. This is laughable. They basically said it was because I was making my payments it seemed like I was managing. But it was because I made this a priority to pay. But each month I was getting further into debt. And when I got close to my credit limit they would bump it up without even asking. I got a consolidation loan to pay off the card. Something I still have today two or three years on.
They offered me an extra £75 to go with my £14. I didn’t except and have raised a complaint.
Sara (Debt Camel) says
Good to raise a complaint where you know paying this caused you problems. Also read https://debtcamel.co.uk/refunds-catalogue-credit-card/ as that may be interesting for your complaint.
Emma says
I have received this text from Barclaycard:-
We’ve sent you an important letter regarding a payment we would like to make to you in relation to your account. You’ll find further details in the letter. Should you have any questions, we’re here to help. We’ve provided a dedicated telephone number for you to reach us on in the letter. Your Barclaycard Team.
I did last week raise a complaint via resolver. This may be to do with that. Was your one worded the same or has anyone had one worded like this please?
Sara (Debt Camel) says
Did you phone them first?
Emma says
No, I haven’t called Barclaycard.
Sara (Debt Camel) says
Ok, I would probably have suggested talking to them before submitting a complaint.
Sheila says
Hi
I have had the same text this morning but I haven’t received a letter did you receive a letter
Emma says
Hi, yes I had a ltr this morning to say that they are reviewing my account and will reply by the 23rd.
Sheila says
Hi so how long after the text did you receive the letter
Emma says
Text on 16th, ltr this am. Was your text just randomly sent?
Sheila says
Hi
Yes was just a text saying the same as yours this morning
Jean O'Donnell says
I received the same text this morning. After receiving £75 last year and confirmation that the account was closed, I was surprised to receive a further communication from Barclaycard. Hope my letter arrives soon as I’m intrigued!
rob says
I start to complain about my pay day loan and luckily i won my cases after 1 year. Now i still have couple credit cards like Barclaycard, aqua …etc. I call them and they blame on me that i did not call them to say about my financial problem.
Do you think that will be good to make an complain? For example i started back in 2014 with 600 Pounds limit at Barclaycard and now is 1200 after 6 years. I made an account and i paid back almost 7000 Pounds …. The same with aqua.
Will be great to give me an advice. Good job with your blog. Sorry for my writing mistake.
Thanks a lot!
Sara (Debt Camel) says
Were you only marking minimum payments to the Barclaycard?
600 to 1200 isn’t a huge limit increase.
What happened to your aqua limit?
Chris says
Had letter from barclays saying my limit may have been set too high. Complained a d they said they believe its correct and offered me £50. Month later i get letter saying im in persistent debt have stopped my card and lowered my limit. Think i have a case for the fca?
Sara (Debt Camel) says
A case for the Ombudsman, FOS, not the FCA..
Yes, but I suggest first going back to Barclaycard and seeing if you can get a better result. Say they agreed they set your limit too high and this is why you have been in persistent debt. Say you could Go to FOS with an affordability complaint but you would be happy to settle now for an amount (what us your current balance?) off the current balance and to have interest frozen without this harming your credit record.
Chris says
Current balance now is about 9500.
Limit was just under £11k but ive paid over £1000 off in the last 2 months as trying to get things paid off.
None of my other cards have limits over 3750 and at the time i had a default against me too which has now gone off my file. Never missed a payment so surprised they suspending my card and reducing my limit
Sara (Debt Camel) says
Lenders are being told by the FCA that they have to do something where someone has been in persistent debt for a long while.
Your position is stronger because they accept they set your credit limit to high.
You could ask them to reduce the balance by say 2k and allow you to pay off at 0% interest? Or you will take an affordability complaint to the Ombudsman as their £50 offer was much too little as they can se you have been trapped in persistent.
Chris says
What are the chances they will agree to that and if not what would the fos do?
Sara (Debt Camel) says
I have no idea. I don’t know if that suggestion of £2000 is too high or too low…
These “persistent debt” decisions are only just going out. And Barclays the only lender that preceded this with “we raised your credit limit too high”. So there is no past experience to draw on.
For background on persistent debt letters, read https://debtcamel.co.uk/credit-card-pay-more/. That was talking about the letters and what might happen at the 36 month point. We are just finding out..
As that says, one option is to make a complaint that your credit limit was raised too high. This is an “affordability complaint” see https://debtcamel.co.uk/refunds-catalogue-credit-card/.
Chris says
Will give it a go and let you know how i get on. Thanks
Claire says
Barclays stopped my DD assuring me all the loan breaks (due to covid) were being excepted.
Over the next 3 months and numerous chases to Barclays for confirmation and concerns about letters and texts saying I’m in arrears and wil this effect my credit score, and told on 2 separate occasions ‘not to worry this is a different department and this is just standard procedure. It will not effect your credit we are just really busy.
I have made notes on your account going forward ‘.
To be told on another chase last week there is no sign of any application or notes, it shows you have fallen into arrears by £700! And credit has been effected.
It’s under investigation now and I have been asked what they can do to put things right…
I don’t know what to bring to the table? I suffer with anxiety and this hasn’t helped.
Need advice…
Sara (Debt Camel) says
Hi Claire – that sounds very difficult for anyone to have to deal with!
When they stopped your DD, had you asked them for a covid-19 payment break?
Emma says
I made an affordability complaint to Barclaycard through Resolver in Sept. I have had 3 holding letters since. The last one advising I would hear from them by the 2nd of November. I have today received 2 letters in the same envelope. One dated August 2020 and the other 2 days ago. They are offering the £75 refund and a further £180 for interest. The October letter states to ignore the date on the August letter, but that J should have had it in August! I don’t believe this is a resolution to my complaint. It mentions nothing of repairing my credit record. Should I just accept this, or contact them again?
Sara (Debt Camel) says
It doesn’t explain how they have calculated this?
You said that the limit may have been £6-8k at one point. £180 doesn’t sound like much interest to me.
Do you think this is fair? You haven’t said much about your complaint so i don’t have much idea.
Emma says
I’ve tried to call them, but am on hold for so long. I’ve sent them a message on private twitter. I want to know if it’s separate issue to my initial complaint regarding irresponsible lending.
Emma says
I’ve managed to get through. This letter with £75 inconvenience payment and £183 basic refund is because of the reviews that they have carried out. This is separate to my complaint raised.
Sara (Debt Camel) says
well persevered!
Nicola says
I have received the letter today saying I am entitled to a refund. I need to complete the form and send a copy of a current bank statement. I don’t like the idea of sending them a bank statement?
Sara (Debt Camel) says
See the Worried this is a scam? section in the article above.
And also read the Are you getting enough compensation? section. Especially if you have just been offered a standard £75.
Sheila says
Hi did you send the bank statement to them and if so how long was it till you got your money
Kimberley Davies says
Did you send statements ive been asked to do the same??
Lynn says
Hi Nicola
Following on from your notes, about sending a Bank statement to Barclaycard, please advise if this was safe to do so
Regards
Lynn
Sara (Debt Camel) says
I doubt Nicola is still reading the comments here. If you think this may be a scam, read the section on making sure in the article above.
Paul says
Hi Sara I had a balance increase with my credit card from Barclays I had a letter of them so I made a complaint. I was just making the minimum payments every month I had to get a loan out to pay it back as the interest was a lot. They today gave me my final letter saying we are sorry we did put your credit limit up when we shouldn’t have but because my credit score was not affected by any increase and I had no late payment we are only offering you £75 to say sorry. Can they do that thank you
Sara (Debt Camel) says
You can take the complaint to the Financial Ombudsman if you want.
it may be useful to read https://debtcamel.co.uk/refunds-catalogue-credit-card/. That explains how to complain to the lender that they increased your credit limit too high. You don’t need to do that as Barclaycard have already agreed that they did. But reading that may give you a feel for how good your complaint might be.
Judy says
I made a complaint to the Ombudsman re Barclays just over 12 months ago (Oct 19) , I sent in the relevant paperwork as requested,
an investigator was assigned etc. In March this year I started to chase the complaint, in both June and August the investigator told me i was 1 week away from being sent a resolution. In early October and having heard nothing I mailed asking why the continued delay, The response I received was that due to A: The original investigator should not have taken on the case as it was a level above their remit and they should have reassigned the case, B: that just that week ( October’) the Investigator had left the service and C: That the ombudsman were in conversations with the banks on cases similar to mine and that until they were concluded my case would not be reassigned and that currently no investigator was dealing with my complaint. In short it’s taken them a year to tell me it’s not yet assigned. I’m both angry and dissappointed with the Ombudsmans service, I have maintained payments with Barclays as a measure of good faith pending any decision from the Ombudsman, this measure of good faith has continued to bite into my families finances. Had the Ombudsman engaged me quicker, had Barclays responded to my requests to put everything in writing (rather than simply ignore my three RM signed for letters with said requests, then things may have been very different. I am not convinced the Ombudsman was the best way forward.
Sara (Debt Camel) says
very annoying – but it isn’t clear that you had any sensible option to going to the Ombudsman?
If your payments to Barclays are causing you financial difficulty, you need to ask Barclays to reduce them.
Judy says
I wrote a long explanatory letter to Barclays, they rejected all of it and gave me a collections number, I tried to explain the circumstances to them but they kept putting me through to other departments and around in circles we went, they then after 6 months sent a very basic letter, no department number, no department shoeing and simply saying ‘call us’ , they did this three times over 3 months, each time I replued to their customer services tesm in writing asking them to put in writing what they wanted from me, each time I sent the letter recorded delivery ( it was signed for their end) In the past when i have spoken to Barclays on the phone they did not log it on the system and when i eventually put it in writing they denied I had asked for help, hence why I insist it’s now in writing but which they have 100% ignored.
Adrian says
Hi. Years ago I had a barclays credit card. I could not pay in time and it was sold to a debt collection company. Initially the remaining amount to be paid was around £800, and when I called the debt collection company, I was told that barclays overcharged me and the remaining balance was just about £200 left to be paid which I paid. My question is what is happening in this case with the credit score, because it shows in my fils as a default with both, the debt collection company and also with barclays. Being overcharged, they should remove this default or leave it there? Thanks in advance
Sara (Debt Camel) says
when I called the debt collection company, I was told that barclays overcharged me and the remaining balance was just about £200 left to be paid which I paid.
how long ago was this?
Ashley Fern says
Hi
I have just recieved a letter from Barclays regarding refund of 764.71, I havent had my card for over 2 years as I ended up having to go bankrupt through sickness and losing my job, so was declared babkrupt in Dec 2018 and then discharged from bankruptcy in Dec 2019. My barclaycard was part of ny bankruptcy. I was shocked to get letter today and have called them and they have said they are taking it from the balance I would have owed them had it not been included as part of the bankruptcy as the amount I owed them was higher than the refund amount. Is this right? How can they refund a closed, wiped account?
Sara (Debt Camel) says
This is a good question but it isn’t one that is going to help you.
Legally your debt was wiped on discharge.
But the Finacial Ombudsman has never decided these sort of cases in the customer’s favour. And also legally the Official Receiver has a right to claim any refunds like this if you did get Barclaycard to change their mind.
So there isn’t really any way forward for you.
Emma says
I have had a further letter from Barclaycard regarding my complaint. They have upheld my complaint, but are doing nothing further than offering the £75. Not sure if I need or can take this further. I have a balance of £4k still and a default on my record.
Sara (Debt Camel) says
It sounded from your previous comments that you feel your credit limit was increased to high so the minimum payments became too much for you to afford? This is an affordability complaint, and you can ask for a refund of the interest that was added after your limit was increased and for the default to be removed. This other page https://debtcamel.co.uk/refunds-catalogue-credit-card/ looks at these complaints in detail.
You can take this further by sending a complaint to the Financial Ombudsman. Using their online complaint form is the simple way to do this: https://help.financial-ombudsman.org.uk/help. tell the Ombudsman that you don’t think Batcalacard’s offer was adequate for the problems it caused you.
These complaints can take a while to go through. If the £70 a month you are currently paying is too high, or if you have other debts that you have difficulty with, it may help to talk to StepCahnge about your situation. See https://www.stepchange.org/. This is in addition to taking a complaint to FOS, you don’t have to choose which to do, you can do both.
Jim g says
Hi, I posted on here a while back about a barclays credit card I had. I defaulted on this and after a few years of hearing nothing. Barclays contacted me to say they had mistreated me and had waived the balance on the account. I was just wondering if you think because they have accepted fault that I should ask for the default to be removed from my file? Its been 4 years already but I am looking to get a mortgage if possible and this may be a big influencer? Any help greatly appreciated. Thanks
Sara (Debt Camel) says
I think if they waived the balance then that sounds like a good reason why they should remove the default. Well worth a try!
Ali says
Hi
I have two credit cards Barclays Bank each with 10k balance is there any way that they can increase my limit or waive my whole outstanding meanwhile I am paying minimum amounts around £250/- per month on both cards
Please advise thanks best regards.
Ali
Please delete my surname thanks
Sara (Debt Camel) says
Do you have other problem debts as well?
is there any way that they can increase my limit
if you have financial problems, they aren’t likely to do that – it would just get you into more debt that you can’t repay.
or waive my whole outstanding
That is possible but you would have to give a very good reason why they should do this.
Do you think the credit limits were a lot too high? Did they increase them?
Vince Alexander says
Hi Sara,
I have just received a letter from Barclays saying that due to them making a mistake with how they handled my loan, which i took out approx 12yrs ago) and have been paying a nominal amount back over the past several years due to financial difficulties after my marriage broke down.
They have stated that the due to their error, the loan is unenforceable under the CCA, that they can not take me to court to recover the monies, and if I wish to pay them I can set up a new DD.
If I do not make any further payments, Barclays will not pursue me for the monies outstanding, but I still owe the debt to Barclays?. As I am now in my mid 70’s it is highly unlikely that I would be able to pay the debt off by paying the small amount that i do every month, or indeed need any future finance . I want to know, that I am reading this correctly, and if I do not make a payment to Barclays again, they can do nothing about it?
Regards
Sara (Debt Camel) says
Well that is a nice surprise…
Is this debt currently showing on your credit records?
Vince says
hi, im thinking it must be?….Obviously If I did not make any further payments then I would not be able to get finance again in the future, but as I said at 74 I wont need too.
Sara (Debt Camel) says
If you defaulted over 6 years ago, it should already have dropped off your credit record.
But if you take the sensible attitude that you don’t care about your credit score because of your age, then this doesn’t much matter!
From what you have said, you can stop paying this debt and they won’t be able to go to court. They may send you letters saying you still owe the money, but you aren’t going to get problems from bailiffs.
If you are worried about this (and I am just someone you have met on the internet!) then if you phone National Debtline on 0808 808 4000 and read them the letter, then they should be able to confirm this.
nick says
Hi Sara
Is this something Barclaycard have introduced independently or has there been some governmental act passed requiring them to do so. I was thinking about going after Aqua card as well.
Many thanks
Nick
Sara (Debt Camel) says
These refunds are because Barclaycard treated people poorly when they knew the customers were in difficulty. The FCA’s rules on this apply to all lenders.
You might also want to think if the reason you were in difficulty was that they increased your credit limit to high… This isn’t always the case. your limit may have been fine until you were made redundant say.
The rules about treating a customer in difficulties fairly apply whatever the reason for the problem.
But if the problem was caused by lending you too much in the first place then you have a second reason to complain. See https://debtcamel.co.uk/refunds-catalogue-credit-card/ for more about these high limit/affordability complaints.
Ciara says
Hi Sara I have just recieved £2,111.00 into my bank account I’m assuming it’s a refund from Barclaycard but I haven’t had any contact from them obviously I am so happy but I’m worried to spend it incase it’s not right – it’s come from : BBPLC CREDITFOCU* and reference says *BARC RFND* TFR
I’m just worried with so many scams around that it’s too good to be true and I didn’t give Barclaycard my bank details?
Thanks!
Sara (Debt Camel) says
oh! That is a nice surprise. But I do suggest you phone Barclaycard up and ask if it comes from them.
Nathan says
I’ve also received a refund, mine is £675 with the same reference number . I’m guessing it’s legit ? It’s a lovely Christmas surprise , I’ll be heading to my local branch tomorrow morning to confirm that it is above board . Let me know how you get on ?
Ciara says
Did you have any luck in branch ?
Ali says
I’ve been offered the standard £75 which I rang and agreed as no issues with limit and debt etc, this was on 11th December and not received yet, can others confirm how long payment took?
Paul says
You have to phone them up and tell them you agree with that,give them your bank details it will be in your bank in 3working days that’s how I did it.
Ali says
I will have to ring them back then as I gave my details on 11th December and nothing yet, guess not open now until Monday..
Zoe says
Hi. I received a letter today dated 14th December. Must have been a hold up somewhere with post. I am aware the 30 day limit is approaching. If I send it back via post will it arrive in time?
Also my refund was £76 off my 5k balance and £75 compensation. I ended up having to go into an IVA 15 months ago due to the amount of interest/minimum payments I was making. The minimum payment was barely paying off the interest let alone the balance. I tried everything. Moving to 0% interest cards, consolidation loans, talks with advisors at the bank and couldn’t get any help. So an IVA was my only option. Would mentioning the financial difficulties I got into make any difference at this point?
Sara (Debt Camel) says
Is there a phone number or email you can use instead of replying by post?
That sounds a low amount offered for the problems it gave, but now you are in an IVA any large amounts would be used to reduce your balance or taken by the IVA form for your creditors so there isn’t much point in pursuing this :(
N says
I have just recieved a letter from barclays with a refund offer of £580. My account is currently sold to moorcroft debt collection. My balance with them is 437. But barclays havent said they will be knocking any balance off im confused can you help please
Sara (Debt Camel) says
is it clear if they are offering you £580 in cash?
Does Moorcroft own the debt or are they collecting on behalf of Barclays?
N says
Yes it says thats what i am getting. Moorcroft owes the debt now its at £407. Also i dont have paper bank statement anymore and in the letter it says if i dont have a current account with barclays to put in my bank details and a copy of my bank statement. But i am in a tier 4 area and cant get a bank statement .
N says
Sorry just checked my moorcroft account my balance is £407 not £437.
Rita says
I have just recieved a letter offer letter for
They have offer me a amount based on an gross interest paid at 15% up to 31 March 1993 and 8% from the 1st April 1993
The problem is I was still paying the card off up to june 2009 surely this can not be right, do you think I should be challenge them
about the last 16 years of interest which they have just completely ignored.
Sara (Debt Camel) says
how large an amount have they offered you?
have they said how much is a refund of interest and charges a and how much extra has been added on for statutory interest?
SHARON says
Hi i recieved a letter from Barclaycard dated 11th Nov 2020 stating the inconvenience payment of £75 would be put into my barclays debit account within 30 calendar days of the date on the letter, no surprise that i am still waiting for it :(
I rang the number on the letter told they had escalated it and would hear back in 48 hrs – nope no one has rang so i rang them didn’t get anywhere they agreed it was my money etc but just had to wait.
I ended up ringing Barclaycard got a woman who put me through to wrong dept then another wrong dept then onto the right one but it was useless she wasn’t happy when i said in the end i wanted to make a complaint just kept saying ‘what you do you want to complain about?’ basically told me i would just have to wait … anyone actually had this situation and actually got their money and how long did it take please? just so i have some idea
Alison says
Hello
I had an issue with it too.
I rang the day I got my letter around 14th December and told 28 days as well so waited but after reading that people were getting it within a few days I rang on 5th Jan to be told my case had been closed and refund not issued…they said it would be escalated and I would hear within 5 working days.
It was in my account yesterday.
SHARON says
Thanks last time i rang the woman was feeling fed up i think as was not interested at all, mine was escalated the day i rang around the 14th December but nothing has happened since, not sure what to do as last time i rang was told i just have to wait – but how long are we meant to wait??
Any advice would be very helpful thanks
Alison says
Maybe 14th December was the day it was all a mess as didn’t end up getting mine until I rang again last week. I’d ring again.
SHARON says
Thanks Alison, just rang them again after reading your story, this time they said the payment was processed on the 23rd December but it is still not in my bank? so then got the usual story they will escalate it and il get a call back within 48 hours or i need to ring them back if not heard by then, i did say Yes but 3 times someone has been meant to ring me back & no one has so what is different this time to make me belief they will ring back? ‘ so guess i have to carry on watching the bank account and waiting for tuesday to arrive so i can spend another half hour on hold waiting to be told same thing?
Sara (Debt Camel) says
ok so come Tuesday you need to say that you now want more compensation to reflect the delay and the number of times you have had to call them about this. Ask to speak to a manager.
SHARON says
Funny you say about compensation as i did say to him that if i was late making them a payment they would be quick enough to add on interest so does that mean i can now charge them interest ? he laughed, i did add that he had to remember Barclaycard sent me the letter with the dates to pay me by not the other way around, made it very clear i was not impressed by any of the handling my case has had so far & thanks for your support on here i will now escalate this situation myself instead of them doing it wonder how they will like tables being turned on them?? wish me luck on tuesday guys i will defo let you know how it goes, stay safe everyone x
Alison says
I’d defo be asking for more too…what a joke, you must be so frustrated. I’ve been impressed with how quick I’ve received alot higher payments from 118118, lending stream and safetynet after receiving the offers, within a week or 2 but £75 from barclaycard took that long…they should be used to issuing the refunds by now!
SHARON says
Yes i am Very Frustrated !!!
I am wondering if there is another way of dealing with this ie another department or something as how i see this it is a total waste of my time and energy to keep it going.
This is how it goes from one week to the next i ring them they say they will escalate case & i will get a call back within 48hrs if i don’t hear back i am to ring them so on day 3 i ring and get told the exact same again ( i am starting to feel like a hamster stuck on its wheel ) the last time i rang they said it had been processed but its not in my bank and as i have a barclays account it would be pretty much instant bank transfer.
As we are now on Month 3 i am asking if any of you have any ideas please?
this is who i have been ringing ‘Customer Portfolio Team 03332022065. my bank called them the Resolution Team same number.
I am thinking if i could bypass them and go to someone/where else i might get this resolved before Month 4 comes around or Covid gets me?
Thanks for everything you have done so far & hope everyone gets their payouts quicker than i am
Alison says
Very frustrating!!
The number I rang on the letter was 08000680125 maybe try that?
SHARON says
Thanks will try it tomorrow
SHARON says
Well i couldn’t face ringing them again to be fobbed off so i thought about it and decided to ring Barclay card to make an Official Complaint, got through to a lovely woman very helpful took all the details etc then put me through to the Complaints Dept on hold for about half hour just hope it was worth it, nice man had all the info already as woman put it all on the notebook so i didn’t have to go through it all again, he has said now i have made it official they have to investigate it so someone from there will ring me back he couldn’t give me a time frame due to working from home short staff etc but woman had said they aim to call back within 5 working days so fingers crossed it won’t be months down the line, i have told him i won’t accept the £75 now due to all the stress and inconvenience i have been put through due to the other people i am now looking for compensation, this didn’t seem to surprise him just said he would see what they could do for me, so watch this space???
To everyone who has commented on my posts THANK YOU your advice was invaluable, if anyone else is in my situation the number i rang today was Barclay card 03332009090 to lodge a official complaint hope it helps out others with this situation good luck il update when i have anymore news
Tanya says
Hi sharon
any replies off barclay card so far I did the same as you today fingers crossed it will work. Iv been past from dept to dept only to get nowhere my letter was dated 1st dec 2020 the said they will refund me the amount with 30 days still nothing I phoned them numerous times only for them to keep saying we aim to resolve within 7 days each time so this time I phoned Barclay card like u and did the same as u they couldn’t give me a time frame but I feel like I’m finally getting somewhere today. Il update u as soon as I get a response.
Shelley Jones says
I told barclaycard about me undergoing chemotherapy and they held my payments for 3 months once finished I told them to reduce the limit down or even take it off , they didn’t and of course I just used it here and there and it soon adds up again they offered me £75 I said no Thansk I told them they need to be more like Lloyds and work with Macmillan
Sara (Debt Camel) says
so have you said you want additional compensation?
Shelley says
Yes I requested they re think the offer
David says
Thanks for this article.
In 2019 I was self employed with £7000 of debt on my Barclay card. I was then diagnosed with cancer and went on to default. I eventually paid off the card after the debt was sold on. (I was in 15k of debt).
I revived my letter in the new year. Way over a month from when it was “posted”. They better process my claim, but now I read this I should have asked for more :-). Do you think I have a case for requesting their remove the default from my file. At age 30, it would be nice to have this removed as they have admitted blame.
Just yesterday I paid the last bad debt off so now I’m debt free :-). Oh and also I became a debt adviser in October.
Sara (Debt Camel) says
If you think you should have had more compensation, ask for it. The fact the letter was delayed means the timescale in the latter is irrelevant.
the default may depend on why they are offering you a small refund.
If it was because they raised your credit limit too high, then yes, you have a case for saying the default should not have been added. See https://debtcamel.co.uk/refunds-catalogue-credit-card/ for making an “affordability” complaint about this.
If it was because they didn’t treat you fairly after you had defaulted then it’s hard to argue the default on your credit record wasn’t right.
PS I hope you are getting on well with debt advice. It is a profession that is, alas, likely to be needed a lot over the next few years. HAve you looked at becoming a member of the IMA? See https://www.i-m-a.org.uk/
SHARON says
Tanya, haven’t heard anything from anyone as yet but early days this has taught me to be a bit more patient lol
Has yours been resolved now?
Will update as soon as i hear anything
Tanya says
Not yet not heard anything il let u know as soon as I do
SHARON says
Alison, i notice you mention SafetyNet did they get in touch with you same as Barlcays please? generic question to anyone is it only Barclays doing this or are there others involved as well please?
Sara (Debt Camel) says
If you have borrowed from SafetyNet Credit, use the template on this page https://debtcamel.co.uk/payday-loan-refunds/ to make a claim for a refund of the interest you have paid. There have been a LOT of successful claims against them. They are not doing an automatic refund and you should not wait and hope they may.
SHARON says
Thanks what about Aqua is that one on any list do you know ?
Sara (Debt Camel) says
See https://debtcamel.co.uk/refunds-catalogue-credit-card/ for credit card complaints – usually because they have increased the credit limit too high when you were only making minimum payments.
Alison says
I used the resolver tool through Martin Lewis/money supermarket against safetynet and lending stream who both refunded me around 2000-2500 each, maybe took a year that way.
SHARON says
Thanks il look into that
liam says
I got offered £69 after being wrongly given £9000 limit , they admitted it was wrong , i complained to Barclays and they said they were not at fault , ive just complained to the Financial Ombudsman Service to see if they can write off the debt. Im in DMP and they have sold the debt to PRA group.
Gert says
Good luck with the Ombudsman, I have a complaint against Barclays which due to poor case management has seen my case delayed and now unassigned pending reassignment, this is due to the ombudsman in long term discussions with the financial institutions on cases similar to mine (overdraft issue) I first raised my complaint with the Ombudsman November 2019, I know of several others whose cases appear in stasis.
Matthew says
Hi Sara,
I complained to Barclaycard last week about them setting my credit limit far too high over the last few years, despite being in persistent debt.
I received a letter from Barclaycard today simply saying that my debt was sold to a debt collection agency and to contact them instead, Surely my issue is with Barclaycard though and, not the debt collection agency as they didn’t set my credit limit? Or have I misunderstood?
Sara (Debt Camel) says
You are right. I suggest you reply that they made the original credit decision and they do not respond to your complaint about it it will be going to the Financial Ombudsman.
Sara (Debt Camel) says
However if your current repayments are too high, you do also need to talk to the debt collector about a lower payment arrangement.
Matthew says
Thanks for this Sara,
No the repayments are fine now and manageable with the debt collection agency, but my credit limit with Barclaycard shot up from £1,300 to £5,500 in a matter of months despite me struggling to pay other payday loans and credit cards back.
They sold my debt to another company last year.
I complained to Barclaycard last week and I’ve received this letter today informing me to send any future correspondence onto the DC company.
Matthew Roberts says
Hi again Sara,
I responded to Barclaycard stating that I want them to investigate my claim and not PRA Group. (As it was Barclaycard that made the decisions on my account and later sold my debt to PRA).
Barclaycard informed me that I needed to register my complaint via there portal if I log into my account.. however, they’ve sold my debt and de-registered my account so I physically cannot register online with them!
I’ve since logged my claim through Resolver and await there response.
If this doesn’t work, I will call them and try not to lose my patience.
liam says
Matthew , Same for me with sold on debt , I was told by FCA to take barclaycard to the FO then make a comlint with PRA who bought the debt then maybe need to do it through them.
Matthew says
Ok thanks for this Liam,
What was the outcome of your complaint?
Did you complain straight to FO or wait 8 weeks until Barclaycard had not responded?
I’m not sure whether to phone Barclaycard or send another email explaining that my issue is with them and not the debt collection agency.
Naj says
How long does the refund take to reach your account. My letter was dated 1st december. It only came on the 13th jan i sent off all statements and everything needed and i still haven’t recieved it
Tanya says
I was sent my refund letter dated 1st of December I received it on the 14th January it was for £876 in the letter it said I dont need to do anything I will get a refund to my barclays account within 30 days of the date on the letter its now 63 days and I have received nothing I phoned them about 4 times each time they say it will be in my account within 7 days then I put in a complaint the lady said someone will call you back from the complaints team within 48 hours 7 days later iv still not had that phone call I emailed them today I dont know if it will do any good but will see if they reply il update you when I get a response
Naj says
I hope its not going to be ages. I thought if they had all your details it should be pretty straight forward. Considering the letter was dated 1st decemeber i think they could speed it up a bit. Thanks for reply :)
SHARON says
Hi Tanya.
Just updating my earlier post, i rang and put in a complaint with Barclaycard and got a letter from them saying i would get a phone call on or before 3rd February well guess what? I didn’t instead i got another letter today in the post to say they are still looking into it and i should hear by end of February now.
This is all getting beyond a joke now it’s not even funny !!
My original letter was dated 11th November so as anyone can tell it has gone way over the 30 days and still being given the run around.
I will defiantly not accept the original £75 now as after all this hassle i am going to play them at their own game if at the end of the month they offer me £75 i will polity decline and ask for a figure that represents the interest for every day it was late being paid as they would do it to us if we are late making a payment, that is what got most of us in the fix we are/have been in now isn’t it?
Is there anyone that got the letter and the money within the 30 time frame they set themselves i wonder? if you did i would love to hear from you
Sara (Debt Camel) says
interest on £75 will be peanuts. Instead ask for compensation for your wasted time and calls.
Tanya says
Hey Sharon I called them earlier this week they told me they were quite shocked I hadn’t received a call as a gesture of my inconvenience they would put £25 in my account and escalate the complaint further I told them I will be phoning every week and expecting £25 every week nobody gets back to me which is what I’m going to do its getting well beyond a joke and nothing seems to be happening the £25 they refunded came into my account the next day I would do the same if I were u I will update u further when I hear off them
Tanya says
Hey sharon
Update i just phoned them again asking for my £25 compensation for this week he phoned through to to the concerns team and they said they have uploaded all my bank details on to the system and should have my refund by the 12th feb im not going to hold my breath but we will c by the 12th il let u know if i recoeve anything
SHARON says
Hi Tanya thanks for the info i will defiantly be using that tactic as you know my original letter was dated 11th November 2020 after putting in a complaint with Barclaycard i have had a letter saying they have not finished looking into it so will be in touch by xx date and true to their word they send me a duplicate letter each time the next date is 18th march for either completion or another letter so i will wait and see what i get but think i would be safe in taking bets that i get another letter – Ah is that the way i get my money back i wonder lol ??
Naj says
Update ive just recieved mine. I emailed them yesterday they said 5 days now its in my account woo hoo :))
Tanya says
Hi naj
Can you share the email address you used
Naj says
Hiah sorry but as my account is not with barclays im with santander. I phoned barclays and they gave me an email address to send my bank statements too. Then as i sent the wrong statements. Someone from barclays emailed me i think it was their personal email maybe as i lt had their name in it? But i do have the email i used to send my bank statements which is Barclaysrcrresponseforms@barclayscorp.com. also i have contacted barclays on twitter message. They are quick to reply
Sheila says
Hi I have the same problem I called them they said it will be processed and I would receive the payment one month after the date they received it which will be the 14th February so we will see
SHARON says
Hi Sheila
Don’t hold your breath will you for a fast payout, scroll back and you will find my story so far stems back to getting the original letter dated 11th Nov it arrived about 12th December so that should tell us something that it took a month to get to me? hopefully my story may help you, good luck
Tanya says
Hi Sharon
Just recieved mine i hope yours and the rest of the people that havent recieved theres comes through for you good luck with it all hope it doesnt take much longer
SHARON says
Oh Great !!! well done
Steffy says
I complained originally to Barclays in July 2019 for unaffordability (doubling limit to £800 in 2018), they rejected saying did nothing wrong.
Roll to July 2020, received the “may have set limit to high” letter so asked if could re-complain and they said yes, still didn’t uphold and I accepted £75 compensation BUT they said I could still go to ombudsman. Last week received adjucitors decision they should refund all intrest and charges on the increase since 2018, although Barclays may not agree and will go to ombudsman it’s worth noting even if they disagree twice and you accept compensation, you do have the right to go to FOS you may still get it upheld :) !
Sara (Debt Camel) says
that is encouraging for other people here!
STEVE says
As a note on this. I got into massive debt on 2 barclaycards, one for 9500 and another for 7000.
I ended up defaulting on both in 2018. Recently, both have been written off by Barclaycard, which they instigated not me. And they paid me £50 per policy for inconvenience.
Emma says
Has Barclaycard removed your default?
STEVE says
Hi Emma. Unfortunately not and they have marked it as partially settled.
Sara (Debt Camel) says
Have you asked them to remove the default? If they refuse, you could take the case to the Finacial Ombudsman.
But if the rest of your credit record is pretty poor, you may feel this isn’t worth bothering with and be happy with the great write-off.
STEVE says
I haven’t. my credit file isnt wonderful but I am rebuilding it so if I could get this removed I would be happy. How do I request this?
Sara (Debt Camel) says
Just reply to Barclays and say as they have accepted that it was their errors that resulted in the unaffordable debt you would like them to remove the default. If they refuse, send ina formal complaint to them.
STEVE says
Thank you Sara, I have written to Barclays and I’ll let the Forum know what the outcome is.
Emma says
I went to the Ombudsman and Barclaycard wouldn’t remove mine and the Ombudsman said they couldn’t do anything so not helpful in my circumstances sadly. They hadn’t written off my debt to them either.
Sara (Debt Camel) says
I think the very large debt write-off in this case suggests that Barclaycard know it has done something wrong.
Andy I says
Hi, I had a text from Barclaycard last year saying that they would be sending me a letter. I waited about 6 weeks and then rang their customer services but the person on the other end said it was not something that was likely to be genuine.
I had a Barclaycard and it was closed 18 months ago. Is this letter something I can query in terms of progress or should I just write it off as a hoax now?
Sara (Debt Camel) says
It may have been real! I think you should phone again and ask.
Andy I says
Thank you Sara.
I rang again today and they said that, because my account is closed, they cannot advise whether it was genuine or not.
I then reached out to their online team who, about 10 minutes ago, emailed me saying that they were very sorry, but they couldn’t handle my question and I should call customer services. :D
I’m at a bit of a loss it would seem!
Sara (Debt Camel) says
Did you have any problems with your Barclaycard account?
Andy Isaacs says
It was closed (fully paid) as part of a DMP I was in.
Sara (Debt Camel) says
ok so the question is, did Barclaycard stop charging interest when they knew you were in difficulty?
Andy Isaacs says
Hello,
They did after a nudge or two from StepChange.
I had the card for a couple of years prior. In any case, it’s probably not likely to come to anything, as Barclaycard cannot tell me anything about the message I received or my account.
Bit of a confusing business all round, would have preferred it if they’d not mentioned anything! :)
rennes99 says
I received a proactive refund from Barclaycard at the end of last year, for all interest and charges paid (+8% interest), for a period of time they have decided that my limit was too high. So very much in line with the situation outlined on this page.
My limit was indeed unmanagable at this time and I made quite a few late payments. Should the late payment marks for this period, where refunds have been issued, have been removed as well from the CRAs, given that they have proactively stated the limit was not right?
Sara (Debt Camel) says
You can ask for this to happen. But you may need to make a formal complaint and take it to the Ombudsman if they dont agree.
Just hoping ! says
After reading all of the comments on here I’m wondering why Barclays haven’t contacted me after constantly pushing up my limit adding interest, now it’s upto £12,000 and I’m only paying interest and a few pounds of each month £425a month isn’t even touching the balance ! It’s crazy but can’t pay any extra as everything left over goes to pay this off !
Sara (Debt Camel) says
You don’t have to wait for them to contact you. Read https://debtcamel.co.uk/refunds-catalogue-credit-card/ and complain if they have increased your balance too high.
What other debts do you have?
Just hoping says
Thank you I will do that, I did have 3 other small debts that I managed to pay off over a length of time that did not have credit limits increased, I also have a Mortage, but with Barclays the interest is £397, it will take a lifetime to pay off !
SHARON says
Hi Sara.
Just wanted to let you know (thanks to this group) i have at last settled the Barclay card fiasco, they paid me the original £75 + a extra £50 for the hassle they caused so case closed.
BUT now i have received a letter about Provident!! same principle only this one has yet to go to court, it is saying if they get enough people contact them they can take it to court, they are looking at period from 2007 up to now, doesn’t matter if you don’t have an account anymore you will still be of interest to them, i will contact them, hope it is alright to post this on here and that it helps some other people out.
Again thanks for all your support and good luck to all of you fighting for what your entitled to
Sara (Debt Camel) says
That was a long haul!
Provident – yes I have written about the proposed Scheme here https://debtcamel.co.uk/provident-satsuma-scheme/.
I have also looked at Provident’s assertion that they think customers may get 10% of their money back… I think that is very optimistic and it could be just 2%, see https://debtcamel.co.uk/provident-scheme-tiny-refunds/.
The Provident group is NOT short of money – they own the very profitable Vanquis credit card and also Moneybarn, the car finance company. They are choosing to pay Provident doorstep loan customers a tiny amount of the true refund they should have received in order to benefit their shareholders.
It’s up to you if you want to vote to approve the Scheme. A lot of customers are outraged, it goes completely against any sense of what is fair and decent.
SHARON says
Sara OH so what should we be doing re: Provident please? quite happy to be guided on this as didn’t know about all this?
I also had a Vanquis Card but i prefer to wait for them to contact me to be honest as always feel if i go to them i can get fobbed off with a fraction of what they are later told to pay out their customer.
Any feedback on either of these is always welcome from anyone please ?
It does say in the letter that if your account with them is closed you would expect £1000 but as its closed you will get maximum of £100 if that helps
Kay says
Hi I have just received a letter stating that I carried on paying a debt that they were willing to write off (through Step Change) and that they will refund me my original debt plus interest from 2014 to 2016.. Along with my bank details they have asked for 3 months bank statements for the account I want my refund paying into. Is that correct? I’m just worried that I’ve been contacted by a scammer!
Kimberley Davies says
I had the same letter being entitled to 1450 – i sent my bank statements and provided bank sort code account number.
Thought the same, waited the 30 days and called the number on letter, money was in my account few days later :)
Kay says
Thank you. I’ve ordered a paper statement from my bank so I’ll post it to them 🤞 I’ll have the same outcome
Sazz says
Dear Sara,
Yesterday I received a letter from barclaycard that my complaint was refused .
I’m writing the details of my complain here which has been refused..
****My Credit Limit was increased from 6,000 to 9,000 pounds in June 2015 while I was a student. This changed my circumstances and prompted me to spend more money and I got more in debt. I was being able to pay only minimum amount every month but in spite of this,
Barclay’s Bank increased my Credit Limit again from 9,000 to 13,000 pounds in May 2016. This incurred more losses to me.
I had been paying the minimums for ages before you increased my credit limit, that should have warned you that I wouldn’t be able to manage a higher limit. If you had looked at my credit record, you would have seen how the debt was increasing.
For so many years, I have been able to pay only the minimum amount which has led to the accumulation of all the amount and the interest has been increasing throughout these years.My credit card has been stopped since January 2017. Still I keep paying the interest every month. Paying it sometimes leaves me so short of money that it jeopardises my food shopping. I keep worrying every month about how I can juggle money to make the payment. All this happened because Barclay’s Bank unnecessarily increased my Credit limit as it increased the temptation to spend more money. My Credit Score has been affected by all this and has decreased a lot since then.
Need advise what to do next . Thank you
Sara (Debt Camel) says
You need to send your complaint to the Financial Ombudsman (often referred to here by their initials FOS).
This is easiest to do using FOS’s online form here https://www.financial-ombudsman.org.uk/contact-us/complain-online.
It asks what your complaint is – that is just what you have written out here. It asks what you want to resolve it – I suggest you ask For a refund of all the interest charged since June 2015 and fir any negative marks to be removed from your credit record.
But also at the same time you need to ask Barclaycard to let you make lower payments that you can afford so every month is not a struggle. Do you have other problem debts?
Sazz says
Hi ,
Yes I have also Barclays loan which I’m paying too . Apart from this I don’t have any others .
Thanks
Sara (Debt Camel) says
then you should should ask for a lower payment to the Barclaycard. If they refuse, talk to national Debtline on 0808 808 4000 about your options.
This is in addition to making a complaint. Complaints very often have to go to the ombudsman and can take a long hile, so you need to get yourself into a safe situation while the complaint goes through.
Neil Robson says
I was informed of a refund on my credit card in my September statement about £700, this was shown as coming off my card total, the same day I received an email informing me that they would be reducing my card limit in 3 days which basically wiped out the refund. Just leaves a bad taste in the mouth.
Mary Meehan says
I received a letter telling me that Barclaycard owed me a refund of more than £7000 (heading on the letter was “we didn’t send you one or more statutory notices and now need to give you a refund”) but that the balance on my card would be deducted from this amount and the remaining sum would be credited to a bank account of my choice. My card was indeed repaid and the account closed. I submitted the Response Form and copy of my bank statement and sent it to the Customer Portfolio Team in London in the enclosed envelope. I haven’t received the refund and have spent many hours on the phone talking to so many different people/departments who know nothing about this situation. I am unable to contact the Customer Portfolio Team as the numbers I ring always divert me back to the general customer services. there was no reference on the letter so they tell me they cannot find me in the system. Has anyone been able to actually speak to someone who knows about this situation or been able to contact the department dealing with this? It is totally unacceptable to be told that you are not in the system and there is nothing that they can do. I would be so grateful for any advice as this is getting me down.
Sara (Debt Camel) says
I think you need to send them a complaint in writing, as phoning up isn’t getting anywhere.
As you don’t have an account anymore, I assume you can’t login through the app and send a secure message.
In this situation I suggest you send in your complaint through resolver – this is a sort of claims service but it is totally free to customers.
Start your complaint here: https://www.resolver.co.uk/companies/barclaycard-complaints/contact-details?territory_id=1 and select “email Barclaycard”.
On the next page select “Other (none of the above)”
Then select “Start your case now”
Then select Yes you have spoken to Barclaycard and then No you have no received a final response.
That takes you to page to start your complaint…
What happened – they sent you a letter on dd/mm/yy, you replied with your bank details in their provided envelope, but have heard nothing. You have phoned many times but customer services say they cannot find your account as it is closed and they cannot see the letter you were sent or your reply.
the effect on you – this has caused you a great deal of stress and wasted time. The contact details on the letter do not work. There was no refernce number on the letter you could quote.
What would you like Barclaycard to do to resolve your issue? You would like them to pay your refund to the bank account details you have diven and you would like additional compensation of 3100 for the time and stress of trying to get this resolved.
Attach any evidence – take a photograph of the letter you have been sent and attache that.
Mary Meehan says
Thank you Sarah. I have lodged a complaint and it has now been elevated to level 2. I sent a copy of the letter, response form and envelope, which I returned on 19 March, by email and quoted the complaint reference number. I hope this will at least bring some response after months of phone calls and worry, although I’m still afraid that at the end of the day they will tell me that they cannot find me in the system. We will see. I will keep you informed.
Deb says
If Barclays di tell you they can”t find you on the ‘system’ as they have once previous with me, send them a Subject Access request, you can do it on their web portal, give them any details you may have and sit back and wait for their response… it seems to do the trick in them locating you, once they acknowledge your existence by way of info they send you on the SAR then you have the paperwork to go back to them on your complaint.
Dan says
Hi Sara need some advice,
Barclaycard have written to me today to say they owe me £131 in default fees wrongly applied from when I had the account with them years ago
About 6 months after the default fees had been applied and the default issued by barclaycard they sold the account to link. So the fees owed were at a time when barclaycard owned the debt not link.
They have said in the letter they have sent the money owed to me directly to link to reduce the balance. This doesn’t seem right should they not refund me directly? If I owed the money to barclaycard then yes of course reduce the balance but link have nothing to do with this money owed.
In my mind, Link purchased a debt from barclaycard at a agreed price years ago if I am owed money from barclaycard from default fees before this purchase then that money should be refunded directly to me ?
The account with link is currently unenforceable due to CCA issues which is why I want the money refunded to me directly and not sent to link.
Cheers
Sara (Debt Camel) says
I am sorry but Barclaycard are within their rights to credit it to the balance still owed. Even if the debt is not enforceable, it still legally exists.
Dan says
Even if the debt isn’t owed to Barclaycard ? Link legally now own the unenforceable debt
Also when I had a upheld complaint against barclaycard for unfair interest being added whilst in a DMP I received the full refund directly from barclaycard and this didn’t go to link so this is a bit inconsistent.
Legal begals conversations says this could be fraud if you haven’t agreed for this to happen.
Sara (Debt Camel) says
It sounds normal to me. You could point out they have paid you before and ask if they can pay you now,
Peter says
Anyone have any experience of the timeframe I think which Barclays payout once you’ve submitted your letter?
gary armstrong says
I contacted them about this a few weeks ago after they notified me that due to persistent debt that my account will be suspended from August. Had the card 25 years, started at 1k, is now at 15,500 (nearly maxed) with me never even asking for it to be raised. Was always put up when I was nearing the limit, loads of late and missed payments in the early years and ive only ever paid the minimum. Had a letter two weeks ago they’d take a look and get back to me by no later than July 14th, which came and went. Is it possible to escalate this complaint or is it best to go down the route of resolver now?
Sara (Debt Camel) says
Has it been 8 weeks since you complained?
Mel says
Does anyone know how long it is taking right now for our complaints to be looked at by a case handler / ombudsman decision? I know it was taking longer due to COVID
J says
It took 21 months before my case was allocated.
AJ says
I received a mistake statutory notice letter from Barclaycard on 17th July, to which I sent a reply via post last week (9th August)
Interestingly the letter took around 3 weeks to be delivered to my postal address, for what reason I have no idea
It will be interesting to see if they actually get round to refunding the amount by mid-end of September. Let’s just say the refund amount they have quoted is significant enough to warrant chasing should it not arrive!
Steven Taylor says
AJ I got the same letter. Let me know when/if you get the refund.. I been told I am due nearly 5k!
AJ says
Sure thing will do. Let’s just say my refund amount is even higher, so hopefully they follow through in time