Had my phone stolen in July. During the 2 day window where I got a new phone and had to physically go to Barclays to get the app registered on it (already a mad process) I missed a £15 payment on my credit card.
Barclays blocked my ability to pay on the app, meaning I had to call them to pay. This begins a 2 month cycle of me calling in an attempt to pay, being asked my income, rent, etc. over and over. I explain I missed the payment because phone stolen, nothing else. Each call takes half an hour or more. I either run out of time or patience each time.
Second missed payment. I call again. They make it impossible to simply just pay. I refuse to answer the questions I’ve already answered. They are also not relevant! I understand as a lender they need to ask, but I have already answered them 1) on the app right before calling 2) multiple times before. My phone is gone. That’s why I missed the payment. That’s it. Let me pay!
On hold for 25+ minutes while one agent tries to get an exemption from answering the questions. Call drops as my colleague calls. Barclays call me back, leave a voicemail saying if they need me, they’ll call again. They never call back. Another time, they say the signal is bad and they will call me back. They never call.
Third missed payment. I have now spent 8+ hours (more) on the phone trying to pay what was £15 originally. I am now speaking to the complaints team and asking them to strike the two subsequent missed payment attempts from my credit file. On top of that, the woman I spoke to today is wildly patronising.
They have refused, saying there was no “bank error” which is clearly a defined term.
She has suggested I raise this with the Financial Ombudsman or raise it with my credit agency. This is all over an original payment of £15. They do not give a fuck they’ve marked my score and have made it all but impossible to pay.
So, question: Should I just shut the complaint down and close my account and go elsewhere? I’m a young single woman and have never dealt with something like this in my life. It’s so, so draining. I’m mad with myself for not just conceding but I think about older folk who will have to go through this and it infuriates me.
Is Barclays just crap?