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Hi everyone! I’m so glad these forums are still free to register as they do contain so much helpful information! My friend suggested your forums and I can understand now why he has.
Unfortunately I have found my way here having had some problems as well. All started one Saturday after I have visited Barclays East Ham branch requesting my card to be replaced with a new one because of old one falling apart. After having spoken to customer adviser I was asked if I would be interested in credit card. I have explained that I would but have been declined a week ago. She promised to speak to bank manager before taking some numbers of the system.
Having left the bank 10 minutes later I have withdrawn £50 from one of cash points as wanted to buy a gift for my niece and my sister was nagging me
Four days later I have went to withdrawn some money only to find out that my bank account was quite short. Having returned home I checked digital bank and have noticed £600 withdrawal on the same Saturday I have visited Barclays! Quick phone call to their team have shed some more light into transaction: I was advised that transaction was carried out in the same Barclays branch by swiping my card and withdrawing the money over the window. Advisor was clueless why such a transaction was not carried out by using chip & pin.
I was obviously sent out few forms to fill out and have also reported the matter to the police. After waiting for a week and getting no response (was promised to be contacted few days later) I have sent a letter to Barclays bank requesting an update to the situation as to be honest was running on empties….Still haven’t received any response for further few weeks and only few phone calls ended up in Barclays sending me a request to provide a copy of my current passport.
Few weeks passed again when I have received a letter from their fraud team. Apparently they have watched CCTV and confirmed that in the given morning I was in the branch and therefore they do not count the transaction as fraudulent! They have also confirmed that they do not acknowledge that it was me who has withdrawn the money but the transaction happened similar time and therefore they will not return any money.
The same week I went to same branch asking to speak to branch manager. As it was Saturday it was only managers assistant who has seen me. I was given a piece of paper to write the letter to their frauds department asking to relook at the situation. I have informed them I have raised the issue with the police that bank has taken the money off me, that I am prepared to take this situation further as clearly Barclays have not honoured the contract and allowed shady transaction to go ahead. For me to be honest at this time blame was that customer assistant who took my account or card numbers promising to speak to branch manager. I have also written that this prolonged saga has an impact on me as I am feeling robbed off £600 and Barclays are not looking at me as a victim but as a fraudster.
Unfortunately this has not done any impact as their letter claims that at the time of transaction I was at the counter and it was not possible for anyone else to have made the transaction I was disputing!!!
I am so annoyed and angry at the given moment that to be honest I am ready just to smash the same branch!!! but coming into reality I am bit concerned now what further steps should I take?
I was thinking maybe request the CCTV footage by data protection act. Also to request them to provide times when request to change my card was made, what time transaction was completed and what time my £50 withdrawal from the cash machine was made. Having had these answers maybe some timings will not add up and this can be proven? Or should I take this with some legal firm and take it further? I’m not sure if Ombudsman or financial authority will look into the case in a short period of time.
Any ideas would be mostly welcome.
Thank you once again and keep up a good work everyone you are doing in these forums – there are loads of people who appreciate your assistance.
Unfortunately I have found my way here having had some problems as well. All started one Saturday after I have visited Barclays East Ham branch requesting my card to be replaced with a new one because of old one falling apart. After having spoken to customer adviser I was asked if I would be interested in credit card. I have explained that I would but have been declined a week ago. She promised to speak to bank manager before taking some numbers of the system.
Having left the bank 10 minutes later I have withdrawn £50 from one of cash points as wanted to buy a gift for my niece and my sister was nagging me
Four days later I have went to withdrawn some money only to find out that my bank account was quite short. Having returned home I checked digital bank and have noticed £600 withdrawal on the same Saturday I have visited Barclays! Quick phone call to their team have shed some more light into transaction: I was advised that transaction was carried out in the same Barclays branch by swiping my card and withdrawing the money over the window. Advisor was clueless why such a transaction was not carried out by using chip & pin.
I was obviously sent out few forms to fill out and have also reported the matter to the police. After waiting for a week and getting no response (was promised to be contacted few days later) I have sent a letter to Barclays bank requesting an update to the situation as to be honest was running on empties….Still haven’t received any response for further few weeks and only few phone calls ended up in Barclays sending me a request to provide a copy of my current passport.
Few weeks passed again when I have received a letter from their fraud team. Apparently they have watched CCTV and confirmed that in the given morning I was in the branch and therefore they do not count the transaction as fraudulent! They have also confirmed that they do not acknowledge that it was me who has withdrawn the money but the transaction happened similar time and therefore they will not return any money.
The same week I went to same branch asking to speak to branch manager. As it was Saturday it was only managers assistant who has seen me. I was given a piece of paper to write the letter to their frauds department asking to relook at the situation. I have informed them I have raised the issue with the police that bank has taken the money off me, that I am prepared to take this situation further as clearly Barclays have not honoured the contract and allowed shady transaction to go ahead. For me to be honest at this time blame was that customer assistant who took my account or card numbers promising to speak to branch manager. I have also written that this prolonged saga has an impact on me as I am feeling robbed off £600 and Barclays are not looking at me as a victim but as a fraudster.
Unfortunately this has not done any impact as their letter claims that at the time of transaction I was at the counter and it was not possible for anyone else to have made the transaction I was disputing!!!
I am so annoyed and angry at the given moment that to be honest I am ready just to smash the same branch!!!
but coming into reality I am bit concerned now what further steps should I take? I was thinking maybe request the CCTV footage by data protection act. Also to request them to provide times when request to change my card was made, what time transaction was completed and what time my £50 withdrawal from the cash machine was made. Having had these answers maybe some timings will not add up and this can be proven? Or should I take this with some legal firm and take it further? I’m not sure if Ombudsman or financial authority will look into the case in a short period of time.
Any ideas would be mostly welcome.
Thank you once again and keep up a good work everyone you are doing in these forums – there are loads of people who appreciate your assistance.
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