topic Re: Terrible experiance w/Barclays in Credit Cards

Terrible experiance w/Barclays

Kostya1992 — Tue, 08 Mar 2016 19:07:33 GMT

So I applied for their Arrival+ WEMC and was approved with a limit smaller than I wanted. I called in and asked for a reconsideration of the limit and was asked a bunch of info which I gave them. They then asked me some addition info, one of which was "where does RELATIVE NAME currently live?" Thing is, I have 2 (3 if counting a deceased one) relatives with the exact same first and last name that live in my city. So I think I screwed up that question, and got transfered to some rude guy who said I'm not who I'm claiming to be, etc.

Told me my account is locked (the Arrival+) and I would have to send in my Drivers Licence (both sides), my Social Security card (both sides) and a utility bill with my name. So I hung up and called them back in hopes of talking to someone who is less insane. I got transfered to an analyst who went ahead and checked my original question (the CL recon), told me that currently he can't, blah blah. So I asked him if he can look into my Arrival+ and see if its locked because I was told that it was earlier, he looked into it and said he doesn't see any locks. So I asked him to transfer part of my Arrival+ limit to my SallieMae card. He was able to do it etc, so I asked just to make sure that none of my cards are locked so he went ahead and transffered me to that same guy who locked my Arrival+, but this time he also locked my SallieMae.

At this point I got really mad. He hung up on me and I called them and said I want to close both of my accounts with them because of the horrible customer service that I'm getting. Once again I got transffered to that same guy who told me they won't close my account until I send in documents because first it needs to be unlocked and only then can I close it. So he threw the phrase "industry regulations" at me a bunch of times and hung up.

I really don't want to mail them sensitive information like this, especially after reading some stories that people are forced to mail it multiple times and there are no records of them getting it, etc. They also don't take fax. Mail only.

Any advice? I really don't want to speak to these guys over the phone anymore.

Re: Terrible experiance w/Barclays

Anonymous — Tue, 08 Mar 2016 19:43:20 GMT

Just mail the info. in. You have nothing to worry about in terms of sensitive information since that already have your SS#. They just want to make sure the account isn't being hacked. No excuse to ever yell at somebody that is just following their company's policy and procedure.

I wouldn't close the Sallie Mae card. It's pretty awesome and if you haven't already used the bonus from Arrival, then I would keep that card open too. Not to mention the effect on your credit.

That being said, Barclay's is pretty low in the customer service department. I've rarely found them to be very helpful.

Re: Terrible experiance w/Barclays

CreditMagic7 — Tue, 08 Mar 2016 19:49:59 GMT

Wow they DO have some hard-to-deal-with peeps in that group alright.

Others can offer more productive opinions and suggestions i assume but i MUST be up front on this. For whatever reason that the security review kicked in IMO it's always best to comply IF YOU SO CHOOSE. If not i don't know what other recourse is available for you.

I been through a very similar ordeal with Capital One once and while it was an inconveniece for over a week (send, verify received, process, then confirmed) all is usually well and any restraints are then lifted.

They are within their rights to request confirmation of identity no matter how much we protest and even though they already have most if not all of that data already registered in their systems.

You seem to have had an unfortunate occurance of a CSR who also took the liberty to put the brakes on the other card too. Just wow but OP it does happen.

This is nothing new and it's best to just bite the bullitt and forward what they requested.

Your Choice Of Course.

Re: Terrible experiance w/Barclays

Dcyphrz — Tue, 08 Mar 2016 19:49:02 GMT

@Kostya1992 wrote:
... I have 2 (3 if counting a deceased one) relatives with the exact same first and last name that live in my city.

Your SSN should identity you. I mean, they already issued you credit so I dunno what the other two people would have to do with it. You may just have to mail in what they need. I'd do whatever results in you getting what you want, whether it's closing the account or something else. Unfortunately, they're in control of the matter.

On the other hand, it's probably good that they lock the accounts since fraud does happen so often. I know it's frustrating though.

Re: Terrible experiance w/Barclays

alexl22 — Tue, 08 Mar 2016 20:06:41 GMT

@Dcyphrz wrote:
@Kostya1992 wrote:
... I have 2 (3 if counting a deceased one) relatives with the exact same first and last name that live in my city.

Your SSN should identity you. I mean, they already issued you credit so I dunno what the other two people would have to do with it. You may just have to mail in what they need. I'd do whatever results in you getting what you want, whether it's closing the account or something else. Unfortunately, they're in control of the matter.

On the other hand, it's probably good that they lock the accounts since fraud does happen so often. I know it's frustrating though.

It was a security question, the OP stated that 3 (including 1 deceased) relatives have the same name and he answered incorrectly, hench them freezing the card. In this day and age where anyone can have access to your SS#, thats the purpose of those second lvl questions. I have failed once before and had to submit all the required information. As other stated it sucks, but its their game to play.

Re: Terrible experiance w/Barclays

Appleman — Tue, 08 Mar 2016 20:09:03 GMT

As one poster on the forum states or has in his tagline, 'Don't take credit personally'.

It is unfortunate that you did have poor customer service but to the defense of the CC company, they are actually trying to protect you(us) from fraud.

As you know people on the other end of a phone (or computer for that matter) will behave in ways they would not if you were face to face.

Once you feel like you can talk without being angry at Barclays call back to custome service. I would call at a time that the employee you talked with would not likely be working (morning versus evening, weekend). Let them know you felt you received poor customer service, but would like to remain cooperative and provide the information they require to clearly identify you as the account holder.. Anything that makes you look like the calm customer.

I imagine they will still want copies of identification. If you are worries you could always send it with tracking or signature required.

Trust me I get it, why spend your money with someone who does not treat you well. I wouldn't give them the satisfaction of knowing they pissed me off and punish myself by having a good tradeline closed down.

Good luck!

Re: Terrible experiance w/Barclays

Dcyphrz — Tue, 08 Mar 2016 20:11:59 GMT

@alexl22 wrote:

It was a security question...

Ah, ok, read that one way too fast. Nm.

Re: Terrible experiance w/Barclays

-Cal- — Tue, 08 Mar 2016 20:21:57 GMT

File a complaint with the CFPB and attach the appropriate info there. State that you want your accounts unlocked, I'm sure they will comply.

Re: Terrible experiance w/Barclays

pipeguy — Tue, 08 Mar 2016 21:19:14 GMT

@-Cal- wrote:
File a complaint with the CFPB and attach the appropriate info there. State that you want your accounts unlocked, I'm sure they will comply.

Not sure failing a security question is a good reason to file a CFPB complaint especially given all the data breach reports out there from retailers. Lenders have the right to close or "lock" your account anytime they want, especially if they have a question as to the ID of the caller - I would think the CFPB would agree that the lender is acting in the best interest of the customer and the lender.

Just sayin....

Re: Terrible experiance w/Barclays

FinStar — Tue, 08 Mar 2016 23:12:29 GMT

@pipeguy wrote:
@-Cal- wrote:
File a complaint with the CFPB and attach the appropriate info there. State that you want your accounts unlocked, I'm sure they will comply.
Not sure failing a security question is a good reason to file a CFPB complaint especially given all the data breach reports out there from retailers. Lenders have the right to close or "lock" your account anytime they want, especially if they have a question as to the ID of the caller - I would think the CFPB would agree that the lender is acting in the best interest of the customer and the lender.

Just sayin....

Agree. Admittedly, I didn't witness the interaction but by no means was Barclays in violation to warrant CFBP intervention. If the OP got "hooked" on a statement the agent may have mentioned, I could see the reaction being in the defensive, but the agent was simply following their internal security guidelines.

By the same token, if I inadvertently fail a security question while authenticating access online (absent any CSR interaction), should I file a complaint with the CFPB?

Re: Terrible experiance w/Barclays

Callandra — Wed, 09 Mar 2016 01:48:36 GMT

@FinStar wrote:
@pipeguy wrote:
@-Cal- wrote:
File a complaint with the CFPB and attach the appropriate info there. State that you want your accounts unlocked, I'm sure they will comply.
Not sure failing a security question is a good reason to file a CFPB complaint especially given all the data breach reports out there from retailers. Lenders have the right to close or "lock" your account anytime they want, especially if they have a question as to the ID of the caller - I would think the CFPB would agree that the lender is acting in the best interest of the customer and the lender.

Just sayin....
Agree. Admittedly, I didn't witness the interaction but by no means was Barclays in violation to warrant CFBP intervention. If the OP got "hooked" on a statement the agent may have mentioned, I could see the reaction being in the defensive, but the agent was simply following their internal security guidelines.

By the same token, if I inadvertently fail a security question while authenticating access online (absent any CSR interaction), should I file a complaint with the CFPB?

I have to agree that filing a complaint with the CFPB isn't really going to help. Any bank has the right to freeze/lock your accounts if the cardholder cannot answer the security questions correctly. It really is for your protection even though it's lousy you have to go through the hassle of sending in identification. You can send it registered (or certified...I forget which one is the good one and which one is worthless...maybe it's certified that's good) and have signature confirmation. I know we hate doing that nowadays but think of how many years people sent everything through the mail! (Yes, I realize that things are different in this day and age, but still!!).

Anyway, to OP, sorry you didn't get the best service. But I think if you just unfreeze the accounts by complying with Barclays, things will be okay. If you still want to close your cards, then that's okay too.

Re: Terrible experiance w/Barclays

kdm31091 — Wed, 09 Mar 2016 01:55:33 GMT

I know it's annoying OP, but this isn't "terrible customer service" (to me, anyway) nor is it cause for a formal complaint.

Yes, it's a pain to have to send the documents, but they're covering their behinds and protecting you from fraud in the process. To me, bad customer service would be saying "oh well, who cares" and not requiring any type of verification, and allowing any random person access to the account.

Furthermore, a formal complaint isn't (IMO) for situations like this. Barclay's isn't doing anything bad to you, they're trying to protect you. While you may feel it's annoying, being annoyed doesn't automatically mean a complaint is warranted, especially when realistically, the company isn't doing anything "wrong". Closing the cards out of anger will do nothing to Barclay's, and only takes away the benefits for you, so I'd advise against doing that.

Re: Terrible experiance w/Barclays

Officer737 — Wed, 09 Mar 2016 12:17:52 GMT

Just my two pennies, call the next day and more than likely get a different rep in that department that can help you better, I've called them 3 times on issues and 2 of the 3, they filled my request. The one they couldn't wasn't their fault so I moved on and will try and again later this month. Before my rebuild I was told no so many times I almost filed for a legal name change to No so they would have to say yes at least once about something lol. Sleep on it and of still feel the same way, call and ask for the axe.They already have the information they are asking for, they are just wanting you to confirm it.

Re: Terrible experiance w/Barclays

elim — Wed, 09 Mar 2016 13:09:34 GMT

I have to say Barclay's security questions almost stumped me. I was part of a group that assembled mega-yachts 20 years ago and would do 1 or 2 per year. I moved once or twice a year and they asked me "what streets are near the address you lived in some town twenty years ago for 8 months" l was like "uhhhhhhhhhh" lol.

GL OP, I'm sure you would have an even better post if someone called Barclay and flubbed a few questions but still got the CLI, then fraudulently maxed your card for you.

Send in the docs like the rest of us. Keep SM open and get Barclay for every penny you can. Shame you lost the bonus on Arrival+, you could have stuck em' with that also.

Re: Terrible experiance w/Barclays

driftless — Wed, 09 Mar 2016 14:01:33 GMT

I would just send the requested documents by your preferred overnight service. Done.

Re: Terrible experiance w/Barclays

UncleB — Wed, 09 Mar 2016 15:46:02 GMT

Lots of good into so far.

I'll just add one thing, and it's quite minor but it is notable... Barclays is doing this extra verification to protect themselves, not the OP.

Granted, if a 'bad guy' were actually to gain access to the account it would be a hassle for the card holder, but in the end the bank is responsible for any losses due to fraud. For example, if I were to steal a relative's identity and actually knew the answers to all the questions, in the end the bank would still be on the hook, not the relative/victim. This is the same as when a store asks for your ID when you pay with a card... that's for their protection, not yours.

This is also a good reminder to have any erroneous street addresses removed from your credit reports... I got my 'free' reports last month, and there was more than one address listed that belonged to a relative (I had never lived there). If I were asked a question about a "nearby street" there's no way I could answer correctly.

I suspect most places use bureaus other than the primary three for ID purposes (i.e. Innovis, Lexis, etc.) and I plan on making sure those are 'clean' as well when I get the opportunity.

Re: Terrible experiance w/Barclays

mxp114 — Wed, 09 Mar 2016 15:52:24 GMT

You just explain to the rep that the question has multiple correct answers and you don't want to fail the security test. And then you ask if they can generate new questions. I've done it before with other lenders but never with Barclaycard. And I will never send in documentation, so the account will just be zeroed out and remain open.

Re: Terrible experiance w/Barclays

Anonymous — Wed, 09 Mar 2016 16:01:17 GMT

Good points as always, UncleB. It seems that getting erroneous information corrected on these secondary information services may not be easy (or at all possible to do), unfortunately:

http://ficoforums.myfico.com/t5/General-Credit-Topics/Lexis-Nexis-trouble-understanding/td-p/4489670

Re: Terrible experiance w/Barclays

Anonymous — Wed, 09 Mar 2016 16:02:15 GMT

@mxp114 wrote:
You just explain to the rep that the question has multiple correct answers and you don't want to fail the security test. And then you ask if they can generate new questions. I've done it before with other lenders but never with Barclaycard. And I will never send in documentation, so the account will just be zeroed out and remain open.

A question -why would you never send in identity documentation?

Re: Terrible experiance w/Barclays

Anonymous — Wed, 09 Mar 2016 16:14:54 GMT

@FinStar wrote:
@pipeguy wrote:
@-Cal- wrote:
File a complaint with the CFPB and attach the appropriate info there. State that you want your accounts unlocked, I'm sure they will comply.
Not sure failing a security question is a good reason to file a CFPB complaint especially given all the data breach reports out there from retailers. Lenders have the right to close or "lock" your account anytime they want, especially if they have a question as to the ID of the caller - I would think the CFPB would agree that the lender is acting in the best interest of the customer and the lender.

Just sayin....
Agree. Admittedly, I didn't witness the interaction but by no means was Barclays in violation to warrant CFBP intervention. If the OP got "hooked" on a statement the agent may have mentioned, I could see the reaction being in the defensive, but the agent was simply following their internal security guidelines.

By the same token, if I inadvertently fail a security question while authenticating access online (absent any CSR interaction), should I file a complaint with the CFPB?

I totally agree with this. As someone who works in the financial world I find it interesting that a failed security questions equals a CFPB Investigation to some people. CFPB is warranted when banks are not in compliance. In this scenario although unfortunate failing a security question gives Barclay the right to lock the accounts. In fact op should be grateful that Barclay protects them against fraud.