Ok I've read quite a few horror stories about Barclays around here and so far I've always tended to believe they were rather sketchy, but here's a #metoo.
I've opened a premier account in branch last Tuesday - so 6 days ago. I had applied online earlier but was told I had to bring documents in branch for verification (which had never been the case with other banks before). The rep took copies of my documents, got me set up with mobile banking, gave me the account details and membership number, everything looked good.
In the last few days I proceeded with setting up the account as my primary one. I instructed my company to pay my salary and expenses, I initiated a switch from another bank, I set up a couple of direct debits, and I connected the account to PayPal. I received letters from both Barclays and my old bank confirming the account switch.
Last Friday I also received (to my surprise) a blue Barclays debit card (I was expecting the premier black one). I called the premier helpline to find out what happened. They told me there must have been a mistake when they had opened my account in the branch, they didn't see the correct card application had been filled. After getting my agreement on the new card they confirmed they would send it shortly.
On Saturday I received one more letter - a confirmation of my membership number telling me I could now access online banking. I logged on to the online banking and the account seemed to be fine (although I could not access the debit card personalisation section, nor I could see the debit card PIN - I assumed that was because I had a new card on the way).
A few hours later when I tried opening the mobile app again, I'm getting an error (RG21R) telling me that my account was locked, and that I should call their customer service. On the phone they tell me that the fraud team had locked my account and scheduled it for closing - imagine the surprise. I asked for more details, the rep said he had no more information but he would put me in touch with the fraud team. A few minutes later after the music I get an automated message telling me that the bank carried their usual investigations and found out that I no longer complied to the rules of the premier bank account product, and since I no longer qualified for it they decided to close my account. They gave me the option to speak to someone - which I chose. Robot says it would take about 10 minutes. Music plays...
Obviously I am completely shocked - this is a brand new account, I didn't even get a chance to use it (the only transaction was the PayPal 1p authorisation). I went and called my premier relationship manager on the other line. He told me that there was "a notepad" on my account saying that they picked up a fraudulent transaction on my debit card (the one that they wrongly sent in the first place, and had been sitting in a drawer ever since it arrived - I didn't even activate it). Not that there were any funds in the account anyway.
Back to my initial call - about 45 minutes later, I get connected to a gentleman in a country far, far away. He begins to explain how "the notepad" tells him that they reviewed my account and decided I no longer qualified for the product (the same thing the robot had told me earlier, but nothing about the debit card the PRM had mentioned). I told him that I was opened the account in the first place, so they seemed quite satisfied at that point and did not have any problems qualifying me for the product -- I work for a big IT company, my income is well over the threshold, have been building my credit always paying on time, am registered with the electoral roll, have recently bought a house etc. He makes a very caustic comment that the review team can only get the chance to review accounts after they are opened, so surely every other bank would do the same (open an account just to shut it in your face a few days later? righhhhht).
So in short I'm told that there is nothing I can do at this point, I should just sit and wait for a letter to arrive; not that it would give me any reasons - it would simply refer me to "section 11" of the T&C's, which basically explains the reasons that will lead to account closures. I won't quote them here but none of them apply to my case, so I strongly believe there is a mixup/mistake being made. Having googled a bit it seems that they do this rather often. But it just feels wrong. Sure, I could appeal to their decision, but (in their words) the appeal is just a complaint, which will not revert the decision (er, I don't think that's what an appeal is, but sure).
Coming home from work I found a couple more letters from Barclays - the Pinsentry device, a chequebook and one more letter confirming my access to mobile banking. Go figure.
I have no idea how this will end but I'm not holding much hope. Barclays seem to have no respect for their customers - not even premier ones. Presumption of guilt, unilateral decisions, opaqueness.. the whole shebang.
I guess I came here just wanting to vent - I'm sure I will be told that I should just move on, that the bank can freely choose its customers, and that this is just how things work and I should stick with another bank that works better. Which I will do of course. But once again - it just feels wrong.
