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
Fiona says
My letter was dated July 17th but I received it on July 26th. Has anyone received their payment yet?
I’m trying not to get excited as I was in a similar set up with the Money Shop and ended up with nothing compared to what I was expecting:(.
Steven Taylor says
I got the same (but a bit later). I actually called through to Barclays to confirm that received my letter back complete with form and bank statement. Was on the phone for over an hour as they couldn’t find the right department who are dealing with it. Eventually they confirmed they received the letter on ( although I suspect that could have been a fob off to get me off the phoen) 16th August. So I’m hoping they’ll pay by 16th September. But I am expecting delays but I will make another call after 16th.
AJ says
Sounds like Barclays/Barclaycard are taking their time to refund the customers in that case. No updates from my end, did you manage to get the department you found out further details from? I won’t start chasing just yet, maybe towards the end of September if no updates until then. Interesting to see others having the same issue with regards to the original letter taking days to actually get delivered. A tactic from Barclaycard to delay further? Who knows (I can’t remember checking if the letter was 2nd class or not)
Steven Taylor says
With the Money Shop did they offer you an amount in a letter and then refunded less than stated?
Sara (Debt Camel) says
yes but the Money Shop was in a legal Scheme, like a form of insolvency for companies, so people were warned the payput would be substantially less than the “calculated” amount. I am pretty sure Barclays isn’t about to go bankrupt!
Abi says
Yes if you received less than stated that is Coz they pay off WatEver U have left owing on your Barclays account.. An then ANYTHIN left is WAT they pay into your chosen bank account, You Understand Hun??!!x
Steven Taylor says
I can’t remember the department as I was losing the will to live with the waiting and back of forths. But letter says Portfolio Team and that it will paid within 30 days of returned letter. I will call them back after 30 days.
AJ says
Not sure about you Steven, but to my surprise, I just got an alert today on my banking account to state I had just received some money….30 seconds later to check, and bang, there it is! Full refund, with Barclays F/Flow as the reference.
I hope others are as fortunate in getting their refunds, and soon
Steven Taylor says
Not yet AJ, they apparently received my letter on 16th August.. so I’m giving them to 20th before I call them… when did you send your letter back?
Ans great news that you recieved your refund! :)
AJ says
I’m sure it’s only a matter of time before others do, fingers crossed you get some news in the next few days. I remember posting my letter back on 9th August, they must have received it that week I guess
Pretty much a month to the day since I posted it in that respect, so in terms of timings they seem to be sticking to their 30 day policy
Good luck to everyone who receives their refund, it certainly is a welcome ‘bonus’
Fiona says
I got mine today, it looks like it’s only a matter of time before everyone gets theirs if not already received it☺️
Steven Taylor says
Thankfully I received mine today as well. Happy for all :)
Ricky says
Hi ,
I today received a letter saying I’m getting a refund of £258.94 but they are asking for a bank statement sent to them, does this need to be the whole statement showing transactions?
Sara (Debt Camel) says
Had you made a complaint, or was this letter out of the blue?
What was the refund for? Do you still have a Barclays or Barclaycard account?
Ricky says
Hi Sara,
This was just out the blue, I had a account with them years ago but not anymore, the refund is for over charges.
Sara (Debt Camel) says
Ok, so they are asking for a bank statement as proof of your bank account details. I don’t think they will care about the transaction details.
Did they explain the overcharges?
Were you constantly in your overdraft for a long time (years not months) not even going into the black when you were paid? Banks in this situation have been made to pay large refunds, so would you mind saying how large this is, as it may be less than you should get?
Ricky says
Tbh I’m not sure this would have been 10-12 years ago and it was a credit card not a bank account, it just states I was paying more that I should have in charges and it was a refund for that…. Do you think I should ask for a breakdown?
Sara (Debt Camel) says
Do you remember much about your financial situation at that time?
Had Barclaycard increased your overdraft limit to a level that was not manageable for you?
Had you told Barclaycard that you were in difficulty and they did not freeze interest?
There are several things that could hvae “gone wrong” here and I am trying to guess if any of them may have happened to you.
But how large was the refund – if it was £70 then it may be worth exploring if it should be more. If it was several thousand you may be very happy with it?
J says
Large refunds? I was 7k overdrawn for 15 years, with no income being paid into the account in all that time and me simply servicing the overdraft interest each month.
Barclays wrote off the entire amount of 7k with the ombudsman stating that was a better deal than they would have been able to resolve it with their solution.
I had by the time the ombudsman finally gave me that info and the offer from Barclays I had paid nearly 23k in interest.
So my settlement was not really a refund but simply wiping out the overdraft .
Did the ombudsman short change me?
Sara (Debt Camel) says
How long ago was this decision? What years was the account overdrawn?
J says
Very recently (decision)
Overdrawn since 2005 ( not ever in credit since 2005 either). Only activity on the account was interest applied, interest paid ( to keep it under the o/d limit.
Ombudsman only could go back as far as 2013 ( I took the case to them in 2019)
Matthew says
Hi Sara, I received this email from FOS last month and just wanted to know if it’s a standard thing they do if they’ve found any “foul play” or just to further asses my situation? This was the email:
Dear Mr ******
I wanted to give you an update on your complaint and let you know I have started my investigation.
Your first concern raised is that you should not have been offered the credit limit increase on your credit card in May 2016.
The second concern raised is that you feel the high levels of credit provided by Barclaycard, ultimately led you to having a default applied to your credit report.
As part of our role with investigating, we have what is known as an inquisitorial remit.
Whereby, if we feel there is an element of a consumers complaint that needs considering, in order to fully assess the concerns raised, we are within our rights to do this – subject to your permission.
With your complaint, I feel that in order to have a fuller understanding and to fully assess the default aspect, it would be appropriate and beneficial, for me to also review the original sale of the credit card to yourself (along with the other points you have raised).
Please let me know if you are happy for me to also review this aspect for you.
If you are, I will request further information from Barclaycard, to also investigate the original sale of the credit card.
I look forward to hearing from you and thank you for your patience.
Sara (Debt Camel) says
This happens sometimes, I don’t know how common it is. I suggest you say Yes, but don’t let yourself get too excited by this…
Matthew says
Thanks for the reply Sara, I did reply straight back but just wanted to double check as haven’t heard back for a month..
hard not to get excited when reading from others posts and this fantastic website you’ve created!
I try and forget about it and think to myself that I’m not going to receive any positive outcome, that way if it’s negative then, so be it.
Clare Rutherford says
Hi Sara,
Do hope you’re well.
I had four (yes indeed four) cards two retail/two commercial. Dating back to 2004.
Recently had a letter to say I was getting a £90.92 refund due to unfair defaults charges fees etc dating back to a default in 2014.
They said,” we’ve refunded this amount to you and this will help reduce your balance.”
I was really worried….what balance? I paid if off in full in 2019 via Robison Way. Same with the other retail card and the two commercial cards.
It’s taken me years to repay what i owe.
Hours on the phone to Barclaycard/emails etc to be told the balance outstanding on one card was still £2.5k!! ! was really worried. I have been seriously ill the last few years and just don’t quite have the fight I used to!
Had a call from complaints to apologise and say the debt was written off in 2014 and they would refund the £90.92 in 24-48 hours(I’m a Barclays current account customer of 30 years).
Two weeks later and another call of 1 hour 21 mins and no refund.
Then a letter to say I was now due redress of £695 against the same card which would also reduce my outstanding balance……
I don’t owe Barclaycard a penny! Paid it all off and I have proof. They’re reopened the complaint and said there has been an an error….
No idea where this will go but, it’s taking me ages to sort out…God help me if you had major accessibility issues, it doesn’t bare thinking about!
Any thoughts welcome, many thanks
Sara (Debt Camel) says
My first thought is too wonder how much compensation they should be paying…
Do ignoring the2 business cards, do you think they increased your credit limits on your 2 cards too high? When you had already only been making minimum payments for quite a while? Did they carry on adding interest after you told them you were in difficulty?
clare says
Hi Sara!
Thanks so much for your super fast reply!
Yes indeed interest continued.Limits we’re 5k and balances £2.5 ish…when I had a good income they increased regularly!
It should be noted that the repayment plans started on the retail cards in 2008 when I sadly lost my business.
I struggled for years to repay £10 per month etc.
I take full responsibility for my debts but,on one card I had a 10k limit and I was stalked for repayment.
When Barclaycard recently used the term ,”written off,” I asked politely if they could clarify this term when the debt has been sold to a third party.
They couldn’t give me an answer!
Thanks again Sara
Sara (Debt Camel) says
So they continued charging you interest when you were on a repayment plan. When they knew from the business cards that your business had failed? And it took you over 10 years to clear the debts?
I suggest you send Barclays a complaint asking for a refund of all the interest they added on the two personal cards after 2008 when your repayment plan started. If they refuse, send the complaint to the Finacial Ombudsman.
clare says
Thanks so much Sara,will do!
Keep doing your amazing work it is so very appreciated😀
Vic says
I got a cheque for £277 attached to the letter. My accounts are closed and I’ll never open with Barclays again. They were horrendous, I’d set repayment terms, make payment but then receive threatening letters as they’d not set up agreed plans. Made my life hell for a number of years and I’m waiting to see if they refund on the other 2 accounts…
Sara (Debt Camel) says
I wouldn’t wait and see – send them a complaint about all of your accounts. If they added any interest or charges after they knew you were in difficulty, ask for them to be refunded.
nats says
Has anyone ever has a problem with Barclaycard leaving two defaults on your credit account? I had one in 2015 through them from a company called hoist and when I cleared it in 2018 another one exactly the same appeared but dated 2018. The 2015 has since dropped off but the 2018 is still there and I’ve contacted hoist and they don’t know why it’s there either. So confused!
Sara (Debt Camel) says
If these defaults show on your credit record under the name of hoist, it is because they are now the creditor and they bought the debt from Barclaycard.
when I cleared it in 2018
Do you mean you cleared the debt?
What does the “new debt say – that it has been cleared or there is still a balance?
Nats says
yes and the 2015 was in the name of hoist too but has now dropped off.
Yes i cleared the debt and now it does state that it was cleared.
I read somewhere they shouldn’t add a new date they should always use the original default date (2015). I’m trying to get a mortgage and worried it still showing will make it tough for me.
Sara (Debt Camel) says
ok then you need to send Hoist a complaint saying you want this debt removed from your credit record. And send the complaint to the Finacial Ombudsman if they refuse.
Nats says
Thank you Sarah. I’ve requested Hoist look into and remove it. Fingers crossed they play ball so it doesn’t have to be drawn out!
Kevin Q says
This has been on going from July for me for off after fob off. They tried to say they were only paying it into my Barclays account which I closed 15 years ago because of their horrendous customer services. I only had one young lady try do anything to help even then her manager said I could even have my complaint dealt with through phone as I wasn’t a Barclays customer anymore.
I wrote letter of complaint have had one response no actions taken that’s near on on month now that’s just the complaint I have made 6 phone calls and replied to three emails the time I have spent in total is over 8 hours wasting my time with them I have asked in the complaint for both the money promised for compensation for my time as well as a real apology nothing has still be coming forthwith with my last only remaining option being a direct complaint now to financial ombudsman’s and FSA FCA because as I kept highlighting if it was other way about interest charges and debt collector threats would be headed my way…
Sara (Debt Camel) says
Take the complaint to the Ombudsman straight away.
Gavin says
I received a letter just before the end of last year to say I was entitled to a refund. I had to send a form back to them. Could anyone tell me the timescale from them receiving this to the refund being processed. Thanks
Sara (Debt Camel) says
Can I ask what this refund was for? I am always interested when a bank is admitting it got something wrong.
Gavin says
It was for apparent mistakes on statutory notices from Barclaycard
Sara (Debt Camel) says
oh – did it mention Notice of Sums In Arrears?
Can I ask how large the refund is?
Gavin says
£1274.52 is the total of the refund. There is no mention of sums in arrears.
Sara (Debt Camel) says
ok, thanks. Santander had to make a lot of NOSIA refunds last year so I was just curious.
Sara (Debt Camel) says
I suggest you get in touch with them at the end of January if you haven’t heard anything.
Gavin says
£1200
The letter states it was for one or more statutory notices. There is a small bit to say that I owe £48.03 for arrears to be took off the refund
Nathan says
I had this letter yesterday 12/01/22 but dated 17/12/21. The offer is £141.90 for wrongly charged default fees. The account was closed after they accepted my offer of part payment.
They give a phone number to call for any help required 088 634 3893 but I can’t check it because their number checker is not available.
The instructions to visit https://barclays.co.uk/help/remediation/orf on the official Barclays website brings up “no results found” when searching the site. They also give a ref number and access code neither of which produce any result.
It looks like they are using delaying tactics to avoid paying!
lch says
If you’ve had no joy yet Nathan, I have just this morning had/done this, (ditto re the number supplied tho 0800..& checker not available,) go to Barclays website & search ‘response form’ – was all surprisingly simple though I now have to wait ’30 days’ for refund to be processed…
————————————–
This is a great forum, thank you Sara
Gary Holmes says
hi Nathan.
i am having the same issues now. Received my refund letter telling me to access the refund form online. where the bloody hell is the refund form. i am going round in circles..
lch says
Gary – See my above comment re Barclays website, I have just tested it again & the correct form is the only one that comes up for me when I searched for ‘response form’.
(Btw, I did mine on the 9th & my refund was paid into my account the next day – March 10th!!!)
Abi says
Can I Ask, Did you have an ongoing account ich? Coz U said U got pd Th very next day?!!
Sophia says
My partner completed his form online on 2/12/21. They then contacted him on the 17/12/21 to talk about his passport but assured him the payment would be made but it would be 30 days from the 17/12/21. It’s been 27 days and still haven’t received anything. Do we just need to wait it out?
Sara (Debt Camel) says
Well if they said 30 days, there is no point in contacting them before that.
christine says
i received a letter this week saying i am due a refund. it tells me i have to go to https://www.barclays.co.uk/help/remediation/orf and i will find a form to fill in , i will also need to supply an image of the first page of my bank statement, and passport or drivers licence. the web address given takes you to a list of different barclays pages, but i can not find the form. i was wondering if this is a ploy on behalf of barclays to make it as difficult as possible to be able to make a claim in the 30 days time limit.
Sara (Debt Camel) says
Can I ask what the refund is for?
Ira says
I have had the same letter today. Once I put in the codes they required off the second page of the Barclaycard letter it took me straight to the form. Hope this helps. :)
caroline says
So is this Legite? Just had a letter today and uploaded documents and now panicking it’s a scam. I did have a Barclays credit card for years.,
Kevin says
It’s legitimate yes k got my money just before Christmas after 7 months 5 complaints and 2 letters glad they finally getting their act together
Gary says
Recieved the letter of barclays to my old address for a barclaycard I had years ago. Iv filled the form out,but I am worried in case I’ve been scammed. Been checking my bank every day.
DAVID TOTTEN says
just received a letter today £221 refund . form filled in online . will wait and see
Debbie says
Has anybody had a refund yet from barclaycard
Neil says
I filled my from in online on the 28 Feb 22 . Still not received the refund yet.
I take it you haven’t either . Can I ask when you submitted your response from to them?
Thanks
Debbie says
The same day as you 28th.
Debbie says
They are now saying up to 40 days for refund from barclaycard
Gary says
Iv just recieved my refund bang on 30 days after filling out the on line form👍
Samantha Mancini says
Did you get your payment as a credit into your bank at midnight or was it just a random payment through the day as I was supposed to get mine today but it’s not gone in.
Gary says
It went in randomly yesterday afternoon
Samantha Mancini says
Thankyou was it 30 working days or just 30 days?
Gary says
Just 30 days
david says
On the 24th of February, I received a letter from Barclays dated 10th February stating they would be refunding me £1,482.19.
I filled in their online claim form in full on 25th February and phoned them to confirm that they’d received it.
It’s now 21st March and I’ve received nothing. Their 30 day period for paying me expires at the end of this week, but their telephone line says they’ve now upped it to 40 days! Surely it can’t take them this long to pay out?
Debbie says
Reading one of the other comments they were paid out on the 30 days exact my 30 days is up on Friday but when I spoke to somebody they said they were short staffed and it might take up to 40 days
Samantha Mancini says
My 30 days was last Friday and still waiting I phoned and they said they have a back log so taking up to 40 days now. Fingers crossed should be any day now
Thomas says
Same, mine was submitted on the 17th Feb, nothing in yet – so waiting. Worst thing is I’ve misplaced my letter so can’t phone up anyway!!
I’ll let you know if it arrives within the 40 days now.
Ben says
Did they let you no they had received the for when you sent it. I sent mine online on the 28th Feb and have heard nothing since.
David says
I filled form In on the 25th of January the received it on the 1st February and I have rang them twice now and there is a note on case number saying that they are having issues transferring to my account as I do not live in the UK I now live In Ireland phoned twice waithed for over an hour both times now and still nothing and almost two months has anyone else had this experience
Debbie says
My 30 days is up today and nothing so I guess it’s looking more like within the 40 days.
Lisa says
30 days for me on Friday to and no sign of money in my account either. Will give it till end of this week or call for an update
terrence says
the web address http://www.barclays.co.uk/help/remediation/orf has gone done, how am i suppose to complete the responce form ?
Dave says
I received a letter early March dated 15th of February, filled it in on line same day it’s 40 days today Sunday 27th March will give it tomorrow to see if I receive the refund then will have to phone them.
Neil says
I thought it was 40 days from the date you submitted the form and not the date of the letter.
Just saying . It might save you a phone call.
Debbie says
It’s been 35 days I’ve not received my refund has anybody had theirs yet
Jill says
I got letter and filled form in 7th March still no payout!!
Amanda says
Hi Jill me too,but the way it’s going looks like no earlier than the 15th good Friday
Jill says
Oh no I’ve already spent mine 😂
Jill says
Amanda I got mine today!!
Amanda says
Fantastic! I’m still waiting,still have an account with them although not used,I also bank with Barclays
Neil says
Hi ,
A question for Sara please. They are now saying payment within 40 days. Ive been waiting for 30 days now.
What can we do if we dont receive payment within 40 days?
Sara (Debt Camel) says
Send them a complaint?
Neil says
Hi Sara,
Not being from a legal background , could you elaborate for me please.
Send them a complaint and then what take it to the Ombudsman?. You see Barclays have volunteered to refund its customers its not like I instigated a complaint against them with the Ombudsman. I suppose what i am getting at is , once we have submitted our acceptance forms is it enforceable either in a small claims court or getting the Ombudsman involved?
Sara (Debt Camel) says
the idea about complaining isn’t to take it to court or to the ombudsman but to gee them into action. You could suggest you should be paid a small extra amount – £25? for being messed around so much?
Debbie says
If the letter says up to 30 days then I think it should be 30 days
Neil says
Gosh how long does it take to pay out the refunds …. what is going on down there?
Just want it over with so i can get on with life and stop checking my bank every two minutes.
Anyone had their refunds recently?
Samantha Mancini says
I had mine on day 34
Debbie says
No nothing 40 days is up on Monday I’ve sent a message but nothing
Ben says
I’m on day 34 they told me today there is a 10 day delay because there short staffed which is a load of rubbish they are just dragging it out as long as possible in a hope that we give up and they don’t have to pay. Just a typical bank all take and no give
Una says
Hi, I put in for my refund 33 days ago, haven’t received anything yet. I haven’t heard anything about back log or about refund within 40days until coming to these comments, I haven’t heard anything to say if my information I provided was acceptable etc.. so I assume it is. I will be contacting them on Monday morning to find out what’s going on.
Debbie says
My 40 days is up on Monday I could really do with now. I phoned them they said it’s was been processed that was before the 30 days
Una says
Hi Debbie, please let us know if you get your refund today.. it’ll be interesting to see if they are following the 40days (due to back log).. I’m currently day 35.. I have tried contacting them but no luck getting through to someone for help.
Una
Debbie says
Yes I will do
Debbie says
Text them just know this is the reply
I am sorry for the inconvenience. My sincere apologies. I may request you to wait for the refund as there are many customers request in queue.
Neil says
Hi Debbie,
I thought you submitted your response form on the 28th Feb, the same day as I did . If you are the same Debbie in the post dated 08 March.
If so then arent you on day 35 ? 31 days in March and today is 04/04 so thats 35 days
Debbie says
No I got the date wrong it was before the 28th when I phoned up they told me my 30days was up on the 25th March but it’s now 40days but after talking to them today it’s looking like longer
Una says
Hopefully it’s soon, keep us posted if they were so back logged they shouldn’t of sent out so many letter stating 30days 🤦🏻♀️.
Debbie says
This is what I stated to them they also said they are having technical issues apparently. I will definitely let you know when the refund arrives if it does
Desmondmcshane says
I am 559 pound refund on default fees can’t get my refund disgrace
Una says
Why can’t you get your refund?
Sara (Debt Camel) says
Whilst people are waiting for their refunds, you may want to think about whether Barclays (or another lender?) wshould be paying you more money… it’s good that Barclays have offered some refunds, but if they increased your credit card or overdraft limit so it was unmanageably high, or they gave you a loan when they should have know from your other accounts it would be too expensive for you, you may be able to win an affordability complaint.
If you do, you can get a refund of interest/charges you have paid and aldo have your credit record cleared,
See these pages with template letters for the different sorts of credit:
– overdraft https://debtcamel.co.uk/get-refund-overdraft/
– credit card https://debtcamel.co.uk/refunds-catalogue-credit-card/
– loans including car finance https://debtcamel.co.uk/refunds-large-high-cost-loans/
Neil says
Anyone know to make a complaint to Barclays?
Their secure messaging and live chat is down …….. surprise surprise !
Sara (Debt Camel) says
I suggest trying again tomorrow.
Una says
I’ve been on hold for nearly 50 minutes this morning and they just hung up on me then.
Sara (Debt Camel) says
If their secure messaging is down, there will be a lot of people trying phone up about all sorts of things.
Debbie says
Has anybody had their refund yet its day 42 and nothing
Una says
Still nothing ! This is ridiculous now. I still haven’t got through to speak to anyone, I’m on day 37 now. I honestly thought you’d have yours by now !
Debbie says
I’m on the phone now in a queue I will let you know the outcome.
Debbie says
Just got through they are dealing with the matter as it should of been paid by the 4th so let’s see what happens.
Una says
Fingers crossed !!!! Let me know if you get sorted Debbie 🤞!!!!
Samantha Mancini says
Yes I had mine on day 34.
Desmondmcshane says
I am 549 pound in default fee not refund disgrace
Neil says
So the plot thickens.
Ive just called the complaints line to register a complaint about the delay in refunding the redress and was told its 40 working days and not 40 days in total . So thats more like 55 /56 days in total.
Hmmm …
Debbie says
When I phoned yesterday and the man I spoke to said to me once he got my details up that I was overdue my refund and that was 40 days not working days
Ross says
When I phoned in the week I was told it was definitely due to be paid by this Saturday which would be 40 days – not working days. We shall wait to see if anything actually gets paid.
Debbie says
Good luck I’m on day 43 and they told all they could do was put a message on my file saying customer has phoned refund payment overdue. Let me if you receive yours
Una says
Debbie, do you have any updates ?
Debbie says
No nothing 44 days now. I did mention some people have already got theirs and reply was if you still have an account with them it will be quicker.
Neil says
Hi Sara,
So ive made a complaint about the delay in paying the redress . They gave me a complaint reference number but didnt give a time frame for resolving the issue , although they did say i should receive payment in a fortnight at the latest. My question is if I dont receive the payment or hear from them within the the next fortnight , do I have to wait eight weeks before I can take it to the Ombudsman , similar to other complaints such as payday loan affordability complaints? This is where I am confused as I havent instigated this , it was a letter out of the blue from Barlcays telling me they are going to refund me.
Sara (Debt Camel) says
You can go to FOS when you get a response from Barclays to your complaint OR after 8 weeks if you have not had a response.
Jill says
Hi
I got my refund today!! 33 days it has taken so quite quick 😂😂 Hope everyone gets there’s in the not too distant future 💙
Debbie says
44 days and still waiting. Do you still have an account with them
Debbie says
Is that 33 working days
Jill says
No 33 from date I filled in form
Debbie says
Oh right it’s 48 days since I filled form in it’s getting to be a joke now.
Jill says
Not good!!!
Jill says
No paid it off and closed it about 7 years ago so was a complete surprise when letter came through. I got nearly £500 too so a lovely surprise! I tried phoning on day 30 but message just said wait 40 days. Then it was paid this afternoon.
Ross says
Interestingly. When I phoned today after an hour and 6 minutes on hold. I was eventually told it was up to “40 working days” – which could be upto the 25th of April. Despite the fact I was previously categorically told it would be paid by the 9th of April. They are making it up as they go along. If it is working days – why do they not say “working days”. I am getting pretty fed up of this now.
Debbie says
Just tried calling and answer message says we have few colleagues so waiting time 1 hour so I guess it’s still going to be a wait for refund it’s only been 47 days now it’s a joke.
Neil says
I know and they are so apologetic in their letter , saying ” we’re sorry this happened and we are here to help if youd like to talk about anything”
Rubbish their customer service is almost non existent . Supposed to be one of the UK’s bigger banks!.
I am waiting on £974 in redress , which I gather is above average. If they care so much about putting you back in the position you should have been, they have no concept of materiality i.e above average redress should be paid out much quicker.
Have you seen their Trustpilot reviews?. They dont seem to care because they dont respond to any of the reviews.
Debbie says
I wish above average redress were paid out quicker I’m owed 1754.00. Fingers crossed money is paid out before good Friday.
Amanda says
Totally agree with you Debbie anyone over £500 has been put on the back burner.I was told mine would be quick as I bank with Barclays and should have been a straight forward transfer
Rakhi says
Our letter says fill out the form here and this does not work.
Went into the bank and they gave us a generic number to call –
what a mare…!
https://www.barclays.co.uk/help/remediation/orf
Bob C says
Been waiting 56 days now and still nothing, put a complaint in now with them, spoke to 7 people at different times and the same old bullcrap from them all. There complaints department must be the busiest department ever!
Debbie says
What number did you ring to complain
Bob C says
Hi Debbie
I always ring 0800 6343893 as that was on the letter and then when you’re getting an update ask to put a complaint in there and then, which they put it in the pile along with the other thousands that are stacking up :-) GLA
Debbie says
Just phoned them this morning I was told my bank statement was not in the 3 months so I told them it was when I filled the form in on the 25th February so they are having another look so fingers crossed.
Bob C says
Yes back on the phone for me at the moment as had a one ring missed call from Barclaycard this morning how convenient, tried ringing them back and its automated saying they will call you! Really :-(
Neil says
Got mine just now . I was actually in the queue on the phone to them . Logged in to my online banking and there it was, so i hung up!.
Good luck to everyone else . Im sure its just a case of when and not if.
Bob C says
Hi Neil
Afraid not waited 1hr 20mins to get through and was told the offer has be retracted and the letter was sent in error. Had a phone call later from Barclays offering me £75 as a good will gesture PMSL so off to the Ombudsman for me GLA :-(
Sara (Debt Camel) says
oh!
Did they say what the original refund was for?
Can you say something about your borrowing from Barclays/Barclaycard, how large it was and what happened when you were having difficulties?
Bob C says
Hi Sara
Yes it was for a refund for Barclaycard and a refund of default fees, it was for £2088.20. I have been chasing this and each time they said it was all batched and ready for payment, today I was told a letter on its way retracting the offer and if i am not happy to go to the Ombudsman, which i plan to go all the way! Unbelievable and what an absolute joke of a company!
Sara (Debt Camel) says
Ok, but tell me more about the default. did you tell them you were in trouble and they carried on adding interest and charges? Had Barclaycard raised tout credit limit to an unmanageable level?
You want to make your complaint to the Ombudsman as strong as possible, showing they DID do something wrong.
Sarah says
How can they just retract the offer?
Bob C says
I agree Sarah they said it was sent in error but will take it all the way as nothing to lose. It was all worked out on the initial letter £1,639.72 plus £560.60 8% simple interest minus £112.12 deduction of tax from compensatory interest. They said on the phone that a number of letters were sent in error so presume i won’t be the only one unfortunately! Anyway will see what the letter says once it arrives as it didn’t turn up today!
Sarah says
I haven’t been paid yet either I bet I get a mistake letter however mine hasn’t been broken down just states basic refund
Amanda says
Hi Sarah how long have you been waiting for your refund? I’m just 40 days I’m now thinking mine was sent in error too.I think all letters contained a breakdown
Jill says
Mine didn’t contain a breakdown and I have had my refund paid . Waited 33 days
Amanda says
Hi Jill don’t think it was a breakdown as such just basic payment plus 8%i interest I’m sure I was just a generic letter.Hope your enjoying your payout 😃
Sarah says
Mine doesn’t even mention the 8. Percent just says amount of money and brackets basic refund