topic Re: Barclays Complaints in Credit Cards

Barclays Complaints

Anonymous — Sat, 09 Jan 2016 16:46:16 GMT

Greetings,

I have had a Sallie Mae MasterCard since June, 2014. On 12/26, I made two transactions using my card. The first one was approved and the second was declined. I logged onto my online account later that night. There were no notices or indications stating why the second transaction had been declined. I did notice that the last four digits of my card had been changed. When logged onto my mobile app, I was greeted with a pop-up stating my account was flagged for suspected fraud due to a possible breach at one of the places I patronize. This pop-up indicated I should not use my old (current) card and wait for the new replacement card to arrive. I thought the issue would be resolved promptly.

On Wednesday night (1/6). I sent a complaint using the message center reporting I had not received a replacement card. On Thursday morning (1/7), I received a nine paragraph response which contained only three "specific" references to my account. Barclays reported the Security Team placed a fraud alert on my account on 12/25, my new replacement card was issued on 1/6, and I could use my old (current) card until 1/15. I was quite upset with this response.

I sent another more specific complaint. I asked them to clarify whether the "original" replacement was issued on 1/6 or an "expedited" replacement was issued due to my inconvenience. I also reported again that my old (current) card has been declined and I have not been able to use it since the 26th. Later, I received yet another nine paragraph response (do their studies confirm nine paragraphs is the right length) to this new complaint. Barclays only issued the "original" replacement card by regular mail on 1/6 (the day I complained), I should receive the new card within 7-10 days, and once again I should be able to use the old (current) card until1/15.

Last year, I talked my partner into applying for this card. On 12/25, she also had a fraud alert placed on her account. Neither of us has received replacement cards. It has been now been two weeks. At this point, I have not called the CSR number because I believe that I would rashly decide to close this card upon speaking to someone. I don't believe they want my business anymore as I use this card almost exclusively for the bonus categories. Has anyone else had this issue with Barclays? Should I wait it out or give up on them?

**I try to keep an open mind when I read another forum member posting complaints about a particular lender. I realize that customers often have different experiences and interactions with the companies in which they give their business. This is just my experience and is not meant to persuade anyone one way or the other. I just want to vent.**

Re: Barclays Complaints

Anonymous — Sat, 09 Jan 2016 16:48:47 GMT

Sorry for your difficulties but this is not something that I would be dealing with via secured message. You need to deal with this on the telephone and escalate if necessary.

Re: Barclays Complaints

xXIDaShizIXx — Sat, 09 Jan 2016 16:57:18 GMT

@Anonymous wrote:
Sorry for your difficulties but this is not something that I would be dealing with via secured message. You need to deal with this on the telephone and escalate if necessary.

I agree as well. Secured chat from many of the credit card companies just aren't that helpful.

Re: Barclays Complaints

Callandra — Sat, 09 Jan 2016 17:51:36 GMT

I agree with calling. If your card is declined, call. Once they verify it's you, they can lift the security freeze and then you can try swiping the card again.

Re: Barclays Complaints

Man-Of-Steel — Sat, 09 Jan 2016 17:53:52 GMT

@xXIDaShizIXx wrote:
@Anonymous wrote:
Sorry for your difficulties but this is not something that I would be dealing with via secured message. You need to deal with this on the telephone and escalate if necessary.
I agree as well. Secured chat from many of the credit card companies just aren't that helpful.

I agree as well. I had something similar happen with my Sallie Mae card last year, but Barclays notified me ahead of time and my old card kept working until the new card was received. The new card arrived with little time to spare, but the point is that the old card continued to work as Barclays promised. They need to tell you why your old/current card isn't working any longer when it should be.

Re: Barclays Complaints

Callandra — Sat, 09 Jan 2016 17:56:02 GMT

@Man-Of-Steel wrote:
@xXIDaShizIXx wrote:
@Anonymous wrote:
Sorry for your difficulties but this is not something that I would be dealing with via secured message. You need to deal with this on the telephone and escalate if necessary.
I agree as well. Secured chat from many of the credit card companies just aren't that helpful.
I agree as well. I had something similar happen with my Sallie Mae card last year, but Barclays notified me ahead of time and my old card kept working until the new card was received. The new card arrived with little time to spare, but the point is that the old card continued to work as Barclays promised. They need to tell you why your old/current card isn't working any longer when it should be.

Same thing happened to my fiance with his Sallie Mae. He wound up getting a new one (it took awhile too, maybe 3-4 weeks) but never had problems with his old one until the new one arrived.

Re: Barclays Complaints

woodyman100 — Sat, 09 Jan 2016 17:58:12 GMT

I agree with the other posters. Call and go through the verification questions with the security department and you'll be golden

Re: Barclays Complaints

Anonymous — Sat, 09 Jan 2016 17:58:42 GMT

I agree with all the other posters. Please call.

Re: Barclays Complaints

takeshi74 — Sat, 09 Jan 2016 18:02:20 GMT

Always call for this sort of stuff. I just had a fraud notification on my Chase card and immediately called in to ensure that fraudulent transactions were denied while legitimate transactions were not and that the replacement card was expedited since it was a card that I used a lot. You're making all this much more dififcult than it needs to be by insisting on messaging.

If I get an unexpected decline I call ASAP. Don't wait. If it's important to you then it should be important enough for you to call and address in a timely fashion.

Re: Barclays Complaints

Anonymous — Sat, 09 Jan 2016 18:23:34 GMT

Agree with others that you need to call. I had the same thing happen with my Barclaycard, with the same message saying the card would work until 1/15 OR until a replacement card arrived. There's no reason to message about it - call them and they'll resolve it for you quickly. Very simple.

Re: Barclays Complaints

ddemari — Sun, 10 Jan 2016 00:41:44 GMT

My experience with any lender when fraud happens, they want to talk to you. Call them and I'm sure they will get a card out to you.

Re: Barclays Complaints

Anonymous — Sun, 10 Jan 2016 04:46:16 GMT

Greetings,

Maybe, I used incorrect terminology during my initial post. There was no "active" fraud on my account. My card was used at a location where a suspected data breach had occurred and Barclays' Security Team decided to proactively cancel/reissue my card.

I did call earlier today. Barclays could not explain why the replacement card was not issued until 1/6 (the date I first complained) or why the old (current) card does not work. The complaint was escalated but I doubt I will receive a satisfactory response. Barclays will not expedite another replacement as one is currently enroute via regular mail. I guess some things just fall through the cracks, but I am lucky that I had other rewards cards on which to fall back.

I was using my Sallie Mae card mainly for Target, Amazon, and gas purchases. I will likely sock drawer this card when it eventually arrives and close it at a later date. I had already moved gas purchases to my BCP when the incident first occurred. I was approved last week for the Amazon Prime store card and I do have a Target Debit card.

P.S. Thank you to everyone who took the time to read and comment to this thread. Interestingly, I had previously considered eliminating this card and a few others in an effort to reduce my available credit.

Re: Barclays Complaints

Anonymous — Mon, 11 Jan 2016 14:24:19 GMT

As I mentioned, this breach happened to multiple people's Barclay cards over the holidays, including mine. I don't know who the retailer is, but it really does not matter. It's the holidays. Things move more slowly during the holidays. We're talking about a period of 6 business days. No reason to get bent out of shape. Sounds as if they have already mailed your card and you should have it in hand any day.

Re: Barclays Complaints

Anonymous — Sun, 10 Jan 2016 16:25:27 GMT

@Anonymous wrote:
As I mentioned, this breach happened to multiple people's Barclay cards over the holidays, including mine. I don't know who the retailer is, but it really does not matter. It's the holidays. Things move more slowly during the holidays. No reason to get bent out of shape. Sounds as if they have already mailed your card and you should have it in hand any day.

Well, it sounds like OP does have some reason to get annoyed. The card went inactive in Dec, didn't continue to work as claimed and no replacement card was shipped till a complaint on Jan 6th. Yes, it will arrive soon (hopefully) but OP will have been without a working card for quite a while.

Re: Barclays Complaints

Anonymous — Sun, 10 Jan 2016 16:41:38 GMT

@Anonymous wrote:
As I mentioned, this breach happened to multiple people's Barclay cards over the holidays, including mine. I don't know who the retailer is, but it really does not matter. It's the holidays. Things move more slowly during the holidays. No reason to get bent out of shape. Sounds as if they have already mailed your card and you should have it in hand any day.

You know I disagree. The holidays is when credit is used the most in this country, and when the most fraud occurs, therefore you need the best customer service. My company services retail organizations and we have extra staff all throughout the holidays because of how busy they are, knowing that they may need extra service.

I would expect the same from a credit card, my bank, or anything else. Remember you make them money, not the other way around, it is a service you pay for. Have higher standards for them. I think the OP is right to be annoyed. If I were her I would also be closing the card.

Re: Barclays Complaints

Anonymous — Mon, 11 Jan 2016 14:27:36 GMT

I was not thrilled when it happened to my card either, especially since Barclay did not notify me and I would have appreciated notice. My card still works until I received the new one, and one simple phone call from the OP would have resolved this much faster. OP did not call but kept messaging. It was completely the OP's choice to keep messaging and hoping for a result, instead of calling. No reason to get bent out of shape, especially after 6 business days.

If OP had called she would have been able to continue using the card immediately until the new one arrived. This is the message that Barclay shared with me following the retailer breach when I called in, and they could have re-activated her card until the new one arrived if she was having difficulty using it.

Re: Barclays Complaints

Anonymous — Sun, 10 Jan 2016 23:13:41 GMT

@Anonymous wrote:
I was not thrilled when it happened to my card either, especially since Barclay did not notify me and I would have appreciated noticed. My card still works until I received the new one, and one simple phone call from the OP would have resolved this much faster. OP did not call but kept messaging. It was completely the OP's choice to keep messaging and hoping for a result, instead of calling. No reason to get bent out of shape.

You don't know that calling would have worked any better, as OPs card DIDN'T work and calling hasn't seemed to have given more answers. As always, OP is perfecly entitled to get bent out of shape when things go wrong as much as you do with some of your posts.

Re: Barclays Complaints

Anonymous — Sun, 10 Jan 2016 23:14:44 GMT

I stand by my original statement. Have a fantastic evening, LTL !

Re: Barclays Complaints

Imperfectfuture — Sun, 10 Jan 2016 23:58:19 GMT

Okay, my bend. I have had no fraud. But, my Freedom was flagged, and they asked me to call. I called. If my card from barclays was not working, and having been around the forums awhile, I would have called. I am sure there would not have been such a problem if called.

Re: Barclays Complaints

Anonymous — Mon, 11 Jan 2016 00:39:01 GMT

Greetings,

I have experienced fraud with other lenders in the past. I understand these things happen and I do not get upset when it does. As I said, I was able to move my spending to other lenders immediately. However, I have never failed to receive a replacement card within seven days of the incident.

I did not become upset until Barclays reported they only issued the replacement card after I complained. I also took exception with their "cut-and-paste" responses. I believe any company should be able to provide a valid reason why I cannot use their product for 3-4 weeks. Truthfully, I expected more from them because I had higher quality customer service over the previous five years (I used to have the old Upromise card).

humuhumunukunukuapuaa: I have experienced noticeable hearing loss over the last decade. I try to use chat or secure message whenever its available. I only call when the issue cannot be redressed via other contact options.