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Its taken 13 weeks but I have WON my VT claim with Barclays.
My contact and journey with Barclays has been made difficult due to their incompetence and lack of internal communication. My interactions and outcomes have been detailed below:
13th August 2019 - I wrote via email and letter to voluntary terminate my Hire Purchase agreement as required by Consumer Credit Act (1974) and asked for contact in 14 days to arrange collection of the vehicle. In this letter I also stated I would like to only be contacted via email or letter and for these preferences to be updated on my record. On 19th August 2019 I communicated my voluntary termination again via email. I proceeded to receive phone calls and letters outlining unnecessary barriers and dismissive language in regards to my request by stating I would need to complete paperwork and pay £150 collection fee in order for voluntary termination to proceed.
I communicated my stance on their paperwork and collection fees stating that I was not legally liable to pay anything over and above half of the total loan amount as outlined by CCA (1974). I outlined in my communications that I would give until September 3rd for them to collect this vehicle and also offered to take the vehicle to an agreed location at the cost of fuel.
I received a letter from Customer Relations outlining that they would waiver £150 collection fee as a gesture of goodwill but I would need to pay this first then claim this back by calling 'Janet'. Again, I communicated my standpoint on this fee (29th August 2019) and advised that I was not obligated to pay and reminded the company of the deadline to collect this vehicle. I extended the collection date by 7 days giving the company 28 days in total to collect the car. New collection date 10th September 2019.
2nd September 2019 - I received two phone calls from 'Janet', one which I answered and explained my preferred method of contact as outlined in my first correspondence with the company. The response I received from the advisor was "but I only have a quick question". As you might agree, regardless of the information being shared, my preferences should be adhered to. Instead I felt unheard, inconvenienced and disrespected. This was raised by myself as a further complaint dated 2nd September and 4th September however I received no acknowledgment of this or further communication.
2nd September 2019 - I received a letter from Customer Relations outlining the above and once again asking for £150 to be paid by me and then reimbursed through 'Janet'. Complaint was raised again. I received an email (although they previously stated they would never email me) on 6th September highlighting my complaint was being processed and I would be communicated the outcome within 28 days.
I received no further communications from this date. I emailed Customer Relations on 10th September 2019 to advise that the collection date was due and I would extend this to midday 11th September 2019 if the company could get in contact about collection. On 12th September, as I had no communication, I contacted DVLA and changed the registered keeper details to Barclays and also cancelled road tax and insurance. I contacted Barclays on this day to advise of this. I still received no further communication or acknowledgement. On September 23rd I called Barclays to be advised that someone from the Recoveries team should have been in contact with me to arrange collection however this process was halted because I changed the details. I had to relay information about how the collection fee was to be waivered and why legally I am not obligated to pay this. I was advised to call back the following day as there were no updated notes on my account of any correspondance I had had and they would need to speak to a manager to get clarity. I called September 24th to be told similar information and to call back the next day to find out what recovery company might be allocated. I was advised on this call that my account has a collection date of 1st October so collection should be in place by this time. The car was collected on October 3rd 2019 by Anglia UK. I must add that I received no correspondence from Barclays about state of my car and their assessment of it but no really bothered by it.
October 4th - I received a letter stating that I had missed 2 payments, one for September and one October 2019 and this has incurred late payment charges.
October 7th - I phoned Barclays to be told by an advisor that this information is not reflected on my account and the only outstanding charge is £150 collection fee. I spoke with this person about receiving communication that states this charge was waivered as a sign of goodwill by Customer Relations and that I am also not legally liable to pay this so this should not be showing on my account to be paid. I was told to call back another time when this information was updated and to disregard this letter and to assume I have no outstanding charges. I submitted a complaint on 14/10/2019 outlining this and asking for my account to be updated and to remove the outstanding £150 fee as this has impacted my credit score.
24/10/2019 - £50 received from Barclays into my bank account - no communication why but no surprise for the lack of.
31/10/2019 - Received letter advising the outcome of my complaint. This outlined that I will receive compensation for the 'distress and inconvenience caused' and they have removed the outstanding balance of £150 which leaves my balance at zero and my account closed. It also outlined that the reason everything was halted was because I requested to be written to and a 'telephone conversation would have been quicker and more efficient'
12/11/2019- I called Barclays as I my credit score details a £150 missed loan payment still outstanding but my original account was closed. I was told my account was closed by them and I would receive a letter detailing my payments and authorisation of this closure and the removal of £150.
Overall I am disappointed in a company that prides customer care and whose purpose is to "work together to help people rise" that I was put in a position of frustration and upset due to a clear lack of internal working systems and communications. It was clear on every call that no advisor was aware of any updates internally or external communications from me as they often had to ask a manager for support and clarity. I was then expected to call back for this information and incurred the same experience. As a customer who has communicated every movement of this vehicle I am dissatisfied that I did not receive the same respect back and felt they did not acknowledge or take any responsibility but blamed me for my choice of communication as the reason why everything was halted. I would now be very hesitant to use this company again.
My contact and journey with Barclays has been made difficult due to their incompetence and lack of internal communication. My interactions and outcomes have been detailed below:
13th August 2019 - I wrote via email and letter to voluntary terminate my Hire Purchase agreement as required by Consumer Credit Act (1974) and asked for contact in 14 days to arrange collection of the vehicle. In this letter I also stated I would like to only be contacted via email or letter and for these preferences to be updated on my record. On 19th August 2019 I communicated my voluntary termination again via email. I proceeded to receive phone calls and letters outlining unnecessary barriers and dismissive language in regards to my request by stating I would need to complete paperwork and pay £150 collection fee in order for voluntary termination to proceed.
I communicated my stance on their paperwork and collection fees stating that I was not legally liable to pay anything over and above half of the total loan amount as outlined by CCA (1974). I outlined in my communications that I would give until September 3rd for them to collect this vehicle and also offered to take the vehicle to an agreed location at the cost of fuel.
I received a letter from Customer Relations outlining that they would waiver £150 collection fee as a gesture of goodwill but I would need to pay this first then claim this back by calling 'Janet'. Again, I communicated my standpoint on this fee (29th August 2019) and advised that I was not obligated to pay and reminded the company of the deadline to collect this vehicle. I extended the collection date by 7 days giving the company 28 days in total to collect the car. New collection date 10th September 2019.
2nd September 2019 - I received two phone calls from 'Janet', one which I answered and explained my preferred method of contact as outlined in my first correspondence with the company. The response I received from the advisor was "but I only have a quick question". As you might agree, regardless of the information being shared, my preferences should be adhered to. Instead I felt unheard, inconvenienced and disrespected. This was raised by myself as a further complaint dated 2nd September and 4th September however I received no acknowledgment of this or further communication.
2nd September 2019 - I received a letter from Customer Relations outlining the above and once again asking for £150 to be paid by me and then reimbursed through 'Janet'. Complaint was raised again. I received an email (although they previously stated they would never email me) on 6th September highlighting my complaint was being processed and I would be communicated the outcome within 28 days.
I received no further communications from this date. I emailed Customer Relations on 10th September 2019 to advise that the collection date was due and I would extend this to midday 11th September 2019 if the company could get in contact about collection. On 12th September, as I had no communication, I contacted DVLA and changed the registered keeper details to Barclays and also cancelled road tax and insurance. I contacted Barclays on this day to advise of this. I still received no further communication or acknowledgement. On September 23rd I called Barclays to be advised that someone from the Recoveries team should have been in contact with me to arrange collection however this process was halted because I changed the details. I had to relay information about how the collection fee was to be waivered and why legally I am not obligated to pay this. I was advised to call back the following day as there were no updated notes on my account of any correspondance I had had and they would need to speak to a manager to get clarity. I called September 24th to be told similar information and to call back the next day to find out what recovery company might be allocated. I was advised on this call that my account has a collection date of 1st October so collection should be in place by this time. The car was collected on October 3rd 2019 by Anglia UK. I must add that I received no correspondence from Barclays about state of my car and their assessment of it but no really bothered by it.
October 4th - I received a letter stating that I had missed 2 payments, one for September and one October 2019 and this has incurred late payment charges.
October 7th - I phoned Barclays to be told by an advisor that this information is not reflected on my account and the only outstanding charge is £150 collection fee. I spoke with this person about receiving communication that states this charge was waivered as a sign of goodwill by Customer Relations and that I am also not legally liable to pay this so this should not be showing on my account to be paid. I was told to call back another time when this information was updated and to disregard this letter and to assume I have no outstanding charges. I submitted a complaint on 14/10/2019 outlining this and asking for my account to be updated and to remove the outstanding £150 fee as this has impacted my credit score.
24/10/2019 - £50 received from Barclays into my bank account - no communication why but no surprise for the lack of.
31/10/2019 - Received letter advising the outcome of my complaint. This outlined that I will receive compensation for the 'distress and inconvenience caused' and they have removed the outstanding balance of £150 which leaves my balance at zero and my account closed. It also outlined that the reason everything was halted was because I requested to be written to and a 'telephone conversation would have been quicker and more efficient'
12/11/2019- I called Barclays as I my credit score details a £150 missed loan payment still outstanding but my original account was closed. I was told my account was closed by them and I would receive a letter detailing my payments and authorisation of this closure and the removal of £150.
Overall I am disappointed in a company that prides customer care and whose purpose is to "work together to help people rise" that I was put in a position of frustration and upset due to a clear lack of internal working systems and communications. It was clear on every call that no advisor was aware of any updates internally or external communications from me as they often had to ask a manager for support and clarity. I was then expected to call back for this information and incurred the same experience. As a customer who has communicated every movement of this vehicle I am dissatisfied that I did not receive the same respect back and felt they did not acknowledge or take any responsibility but blamed me for my choice of communication as the reason why everything was halted. I would now be very hesitant to use this company again.
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