Originally Posted by Feidlimid

Managed to get through to the call centre, my wife told them she was calling from Ph and after the usual security checks, I was able to speak on her behalf. According to Barclays, her account is blocked, not frozen; sounds the same thing to me. As her account is blocked, her telephone banking is also blocked. Staff couldn’t view her account either so they were unable to tell us what the problem is. Great system! I explained that the Barclays verification code sent by SMS, which one needs to log in to your account, had recently been taking 10 mins to arrive instead of 2 mins. This meant that after 5 mins, the log-in time elapsed and the system instructed my wife to commence the log-in procedure again.

The rep advised that I just call in to a local Barclays Bank in UK to get it solved - thanks for that, followed by the advice that I could always write to Barclays UK in Leicester. I pointed out that neither of these were workable solutions so she tried to put me though to another department. I warned her that I usually get cut off when that happens and would have to go through the whole procedure explaining everything again; so please be careful. You’ve guessed it, I got cut off and we had to go through the whole procedure again.

When I rang back, we got a different rep so went through the whole palaver of security and explaining the situation again. This rep felt that the account was probably blocked because of too many ‘failed’ log-in attempts due to the late verification code. Makes sense. He said he’d talk to his supervisor and promised faithfully to call me back within 20 mins.

One hour later and still no call back so I rang Barclays, got another rep and of course had to go through the usual rigmarole again. The new rep said the last person hadn't called me back as they aren't allowed to make international calls. The latest rep said much the same as the others, rolling out Barclays standard phrase that we should call in to the nearest branch or write to Barclays in UK asking them to unblock the account. There was much more said, but I won’t bore you with the details. The point is, writing to Barclays UK is really not the best option considering how normal post is slow and often goes astray. On the other hand, a courier is expensive - it currently costs £39 to send documents to UK via LBC. LBC also said it was now taking approx 20 days to get to UK!

I suggested to the rep that raising a formal complaint may be the best way to get the matter resolved; can I do that over the phone? Yes, you can, let me transfer you to the right department … Oh no, not again. Yes, I’m afraid so. Anyhow, before getting cut off again, I managed to get the direct number for the complaints department.

So, next call was to the complaints dept. and security checks etc. "I understand I can submit a complaint over the telephone, is that right?" Yes you can. Oh, wait a minute, I can’t access your account as it’s blocked so I can’t register your complaint; you can tell me about it if you want but I won't be able to do anything. You’d be best writing to Barclays UK. By this time I’m thinking Kafkaesque. I've now submitted a formal complaint to Barclays via LBC courier who partner with DHL in UK. Let’s see what happens and how long it takes.

Originally Posted by Raffin

What a business!

Yes, you need to unblock the account. But then can you rely on the verification code delay not recurring? These codes are now commonplace in online banking. If you do certain actions after getting in you can even be sent another code,

Originally Posted by freebie

Its like being a hamster on a wheel never getting any closer to the carrot or whatever hamsters on wheels eat. What a nightmare to go through. What a system they have, or dont have. ... Daily Telegraph has an excellent columnist < Sally Hamilton who is excellent at getting refunds for people stuck in similar bureaucratic nightmares. As shes usually successful it might be worthwhile sharing your nightmare story with her . She has had MANY stories previously about Barclays so Im sure one more would be welcomed as it seems banks act quickly when their misdeeds are published.
To contact Sally you can email [email protected] or write to her at Telegraph Money, The Telegraph, 111 Buckingham Palace Road, London SW1W 0DT

Originally Posted by Feidlimid

Freebie, thanks for Sally’s contact details at the Telegraph; that’s certainly something to consider. I’ve drafted a fairly comprehensive list of complaints, including what I expect Barclays to do. I want to give them the opportunity to put matters right before I take the next action. Question is, if they fail to come up with satisfactory solutions, who should I approach first, the Financial Ombudsman service or Sally? Perhaps both at the same time.

Originally Posted by EnglishRed

Try emailing the CEO of Barclays, there is a website ceoemail.com but can't seem to get on it from the Philippines even using a VPN. If you have friends/relatives in the UK ask them to check it, or find out the CEO's name and format it as [email protected] I did it with BT and Plusnet a couple of times when I was in the UK, even had a call on a Sunday afternoon one time about 20 minutes after sending an email.

Originally Posted by sunnydays

I sympathize with the complaints with Barclays. first of all get yourself a SKYPE account. I have an account with Barclays since 16 years old and have fumed at times from here. Being asked about my UK tax info I decided to open an International account with them and moved my money into that which is tax free. Receiving new passwords and internet access words are a snag because they take some time to arrive but a new ATM card is very fast. I have 3 of those pin sentry machines! Moving money from your international account is easy with sterling to an HSBC sterling/peso account here in the Philippines, costs small at 3pounds!
I had that residence problem with a BPI account in the UK but I opened that with a British gas service agreement that had our old address on it. Since moving here they haven't said anything. Being an EX service member my pension is taxed in the UK .......no way round that I tried, even having a BIR number. The only way to avoid that is to become a Philippine citizen and give up your British nationality ?????

Originally Posted by sunnydays

I sympathize with the complaints with Barclays. first of all get yourself a SKYPE account. I have an account with Barclays since 16 years old and have fumed at times from here. Being asked about my UK tax info I decided to open an International account with them and moved my money into that which is tax free. Receiving new passwords and internet access words are a snag because they take some time to arrive but a new ATM card is very fast. I have 3 of those pin sentry machines! Moving money from your international account is easy with sterling to an HSBC sterling/peso account here in the Philippines, costs small at 3pounds!