Barclays additions plus account issues

[MrsGem]

I appear to have a problem with my Barclays Mobile phone insurance (provided by the Lifestyle Group)

In August this year I got an i-Phone 4 and updated my insurance. I was told that it was £25 for the first claim and £50 for any subsequent claims.

All paperwork was received with the same information.

Unfortunately the fabulous design of the i-phone 4 means that it is cracked after an unfortunate collision with the ground.

I put up with it for a bit. but then decided I really needed to claim for it.

I phoned the Lifestyle group to put in a claim to be told the Excess is £75!!!! this had taken effect from the 1st Sept.

When i challenged this seeing as I have had NOTHING to indicate policy changes the person I spoke to on the 31st October agreed that as my policy had started before the 1st September the terms that I had in my paperwork stood.

the claim form arrived today and states that my excess is £75!!!!

I have raged hell on the poor call centre drone who refused to let me speak to a manager "She'll only tell you what I have". Finally a manager spoke to me and said "We can do what we like"

I am bloody fuming at them and genuinely cannot see how they can change the policy excess without any kind of notification!

[leclerc]

Re: Barclays additions plus account issues

I appear to have a problem with my Barclays Mobile phone insurance (provided by the Lifestyle Group)

In August this year I got an i-Phone 4 and updated my insurance. I was told that it was £25 for the first claim and £50 for any subsequent claims.

All paperwork was received with the same information.

Unfortunately the fabulous design of the i-phone 4 means that it is cracked after an unfortunate collision with the ground.

I put up with it for a bit. but then decided I really needed to claim for it.

I phoned the Lifestyle group to put in a claim to be told the Excess is £75!!!! this had taken effect from the 1st Sept.

When i challenged this seeing as I have had NOTHING to indicate policy changes the person I spoke to on the 31st October agreed that as my policy had started before the 1st September the terms that I had in my paperwork stood.

the claim form arrived today and states that my excess is £75!!!!

I have raged hell on the poor call centre drone who refused to let me speak to a manager "She'll only tell you what I have". Finally a manager spoke to me and said "We can do what we like"

I am bloody fuming at them and genuinely cannot see how they can change the policy excess without any kind of notification!

Can you double check that your policy does not mention an Apple iPhone?
Their policy does state that for an Apple iPhone it's £75.00 excess and £25.00 for other phones.

In August the person you spoke to mislead you with the information.

Email the CEO with a formal complaint about this and state that you are considering whether you want your banking facilities with Barclays including their pay monthly account that you have ie additions. You were mislead by the operator in August into believing that the excess was only £25.00 when clearly your phone is an Apple iphone for which the excess is 3 times as much.
robert.diamond@barclaysplc.com



They might either offer compo or even do it for £25.00 excess on this occasion

[alsagerman]

Re: Barclays additions plus account issues

Could I suggest, as this is a CCA issue, you write to Barclays putting your case and requesting their final response in writing. Mention that should you not be satified with their response you will forward your complaint to the FOS. Add, as long as it's true, that you were told "we can do what we like" by the manager you spoke with. If the FOS pursue the case on your behalf Barclays will be charged £500 by the FOS.

[labman]

Re: Barclays additions plus account issues

Excellent advice Leclerc - so useful having someone who is willing to spend time reading the detailed T&C's which often provide a solution to these things.

Thank you!

[Turboman]

Re: Barclays additions plus account issues

I am also trying to get my Samsung Galaxy replaced which I drowned-lol

But I received this sometime-dated 08/11





Turbs

[labman]

Re: Barclays additions plus account issues

Sadly it does not surprise me. My daughter managed to break her iPhone screen 3 times before I refused to pay out any more to have it replaced. There is a place here that will actually replace the whole screen for £75, so to call it an excess is (excuse the pun) excessive.

[Turboman]

Re: Barclays additions plus account issues

Got a "go away"letter re my claim----not claimed within 48 hrs as detailed on policy-----I aint got a policy!!

[Turboman]

Re: Barclays additions plus account issues

Drat--found my policy after all-it says 48 hrs-will try and bluff it


Mrs Gem--in June 2011 I received a letter giving changes to Additions Plus and enclosing leaflet dated 04/11 as below