Applied a week ago but no reply yet?

[dst87]

Things are starting to look up, at least for me.

Card received and registered / working without an issue. Early 3DS teething problems connecting to Curve now resolved after spending online with the card. Early issues using Open Banking also now resolved, as I was able to connect to YNAB via TrueLayer this morning. Perhaps because I didn’t already have any Barclays account, but my first £20 fee hasn’t posted yet either.

Supposedly Apple Pay support is coming soon, and I have Curve to plug that gap in the meantime. I think that’ll be the final hurdle.

Definitely a rocky start, though, and I’ve seen probably some of the worst customer service of any financial institution (I’m ignoring Creation because I have actually had any dealings with their support). Staff don’t seem to know what they’re doing, reading from a script (or copy/pasting from a script, often including the bits that are phrased for them such as “The customer will…”).

It definitely doesn’t encourage me to move my current account to them so if that’s the goal of the loss-leading credit card then it didn’t work for me (and I was considering it!)

[NorthernLass]

Replacement card has just arrived, along with a letter saying that it can be used “from the date stated on your card.” The date on the card is 02/27 😱

[CatchFlightsNotFeelings]

Replacement card came this morning. No problems with registering or adding to curve. Out into the real world to do some spending so let’s see how this goes, but so far so good! Envelope was a lot better condition for replacement

[CarpalTravel]

When did you guys request your replacements? Just so I can manage my expectations a little… 😄

[NorthernLass]

@Carpal – requested Tuesday, arrived today. Managed to register with the app which tells me I now owe them £20 for being messed around for nearly 3 weeks!

[CatchFlightsNotFeelings]

CarpalTravel wrote:

When did you guys request your replacements? Just so I can manage my expectations a little… 😄

Monday night around 8pm, so probably didn’t get actioned until Tuesday. Received today (Saturday)

[CarpalTravel]

Thank you both, sounds like it’ll be Friday/Sat next week then at best. Appreciate the replies!

[DJP31]

NorthernLass wrote:

@Carpal – requested Tuesday, arrived today. Managed to register with the app which tells me I now owe them £20 for being messed around for nearly 3 weeks!

I’m challanging the £20 and the fact i’ve lost at least 14 days of spending time towards the £3k / 25k bonus. The t&c’s state the £20 is due from the date the account is opended, which for me is the 1st March – and the 3 months window for the £3k spend ends on 1st June.

Ordinarily the card and PIN would be received with 3-5 days of approval, and that’s fine. The supplier issue causing the delay in sending the cards out is not our fault but has become our problem.

I would encourage all affected to challange the £20 and the 3 month deadline citing Barclaycards own language:

“By law, regulated firms, such as credit card companies, must ‘treat customers fairly’, ”

Treating customers fairly (TCF) is a cornerstone of the FCA and FOS’s “principle based regulation” and IMO it’s inconceivable that any complaint made wouldn’t be upheld under the circumstances.

[NorthernLass]

How do you find the chat facility in the app? I want to request a refund of the £20 fee which has been charged before the card even arrived and can’t face calling again. Email just tells me it’s not secure and I have to call or chat.

Test transaction of £100 went through ok – now to see if my plan of paying the final installment on my car will come off in a couple of weeks!

• This reply was modified 54 years, 4 months ago by .

[DJP31]

NorthernLass wrote:

How do you find the chat facility in the app? I want to request a refund of the £20 fee which has been charged before the card even arrived and can’t face calling again. Email just tells me it’s not secure and I have to call or chat.

Test transaction of £100 went through ok – now to see if my plan of paying the final installment on my car will come off in a couple of weeks!

Like Apple Pay, the chat facility doesn’t work yet. It’s telephone or snail mail as far as I can tell.

[Aston100]

NorthernLass wrote:

How do you find the chat facility in the app? I want to request a refund of the £20 fee which has been charged before the card even arrived and can’t face calling again. Email just tells me it’s not secure and I have to call or chat.

Test transaction of £100 went through ok – now to see if my plan of paying the final installment on my car will come off in a couple of weeks!

Anna, phone the number on the back of the card and raise a formal complaint. Should take very little time to raise.

[NorthernLass]

The last experience of speaking with them was as painful as any conversation I’ve had with BA CS! If as planned I can trigger the sign up bonus and the upgrade by the next statement date I’ll just leave it at that.

[CarpalTravel]

Don’t bother with chat NL, it is just Barclays support and they will need to speak to their colleagues. I went this route and it ended up with 2 hours of my life lost due to their slow replies, the app closing and the chat ending itself twice and finally them saying “try again tomorrow” as by that time we were outside of office hours. You are definitely better off calling the number and ask for the complaints dept. It’s what I did after Aston’s advice. Trust me, I didn’t want to have to do that either but it is the only success I got. The £20 credit still has yet to appear mind.

[TerryTierPoints]

StanTheMan wrote:

TerryTierPoints wrote:

TerryTierPoints wrote:

TerryTierPoints wrote:

TerryTierPoints wrote:

LondonFly wrote:

So please help. I was accepted on March 3. Received tons of emails and a pin but no card yet. Are you supposed to contact them? Best way?

Applied on 28 Feb. I’ve had several emails, including one about a statement, and my pin arrived a week ago but no card yet. Currently on the phone with Barclaycard. Afer 50 minutes hold I got through, the lady was able to find my account but she could not access it. On hold again while she speaks to a specialist team.

The lady seems to be using a chat facility to talk with someone else in Barclays, it’s a painful process. Apparently the card was issued on 1 March. So they assume it is lost in the post and are issuing a new card. 4-5 days for new card to arrive.

There is a £20 membership charge on my account already, I’m asking for this to be removed as it doesn’t make sense to charge me for a card that has not been actived yet.

Also trying to confirm that the 3 month welcome bonus period has not started yet and won’t start until I activate the card.

Now been on the call 1 hour 15 🙁

£20 refunded 🙂

3 month period started on 28 Feb. Apparently card policy means this cannot be changed or delayed. Seems grossly unfair as I have no card yet and probably won’t receive the replacement card unitl circa 18 March but they weren’t budging on it. @Rob can you apply any pressue on Barclaycard about this?

For anyone else who has not received your card, I suggest ringing but make sure you are free for 90 minutes!

No card for me today, original or replacement.

I’m not sure I want the card any more. It seems that people who have received the card are having issues with:

Activation
3D Secure
Making payments
Registering for the Apple offers

The product does not seem fit for purpose and I think Barclaycard should withdraw it until the issues are solved.

HfP silence is deafening. After all we signed up at launch due to the hype HfP generated. The Barclaycard ads should be pulled.

why did you need to phone up and cancel and have a new card re-sent before the first one arrived. You couldn’t just be patient??

I applied 3rd March, PIN arrived 14th March, Card arrived, activated, used and set up in app on 15th March.

Seems a fairly decent process to me.

The main issue seems to be people complaining and cancelling cards when they haven’t arrived after a few days !! Which then creates further problems….

The confirmation email said card would arrive in 3-5 days…

I patiently waited 14 days until I called…

The problems are entirely due to Barclaycard’s incompetence; not my lack of patience.

[Amaranth]

Replacement card arrived today. Called the number on the back of the card to get the £20 fee refunded and told after a long wait there’s nothing they can do because “we can’t control the post”. Was going to make the point that it’s nothing to do with the post and everything to do with their supplier, as well as the fact that numerous other people have had the fee refunded + a goodwill statement credit but at this point I just can’t be bothered with it.

Will spend 3K on the card but once the SUB hits I’m just cancelling and moving my spend back to AmEx.

[rum]

Have been using the original card as of late last week – 3DS working, added to Curve, PayPal, eBay and Amazon. Aside from my outstanding complaint (still haven’t heard back from them to date), a “new” card turned up today. No idea why as I was told the original card was not cancelled (it’s still working), so I am not sure why I have received a replacement card.

Trouble is now, should I register the new one or just continue as normal with the previous card? I seriously don’t have the time to bother with Barclays’ customer service from two centuries ago.

[Daiboy1980]

I am still awaiting my replacment card (cancelled my received card due to the amount of personal data that had been potentially exposed)
No response from my registered complaint to be replied to or even acknowledged.

As others have mentioned, if this card was a precursor for Premier Banking Switches etc it has been a colossal failure. There is no way I would switch to Barclays Premier banking.

I understand that some issues happen, however, it has been a car crash from start to finish on this launch.

[rum]

Daiboy1980 wrote:

As others have mentioned, if this card was a precursor for Premier Banking Switches etc it has been a colossal failure. There is no way I would switch to Barclays Premier banking.

I can’t see myself keeping my Premier account open either to be honest. Pile of incompetent people are not going to get my hard earned cash and I will be downgrading this card as soon as I hit the bonus.

[Marc]

Also received my replacement card today. No issues adding to Curve straight away.

[secretsquirrel]

Just tried to make a purchase on new card online and 3DS code did not show up so transaction cancelled?

[Aston100]

secretsquirrel wrote:

Just tried to make a purchase on new card online and 3DS code did not show up so transaction cancelled?

Every single person who applied for the card at the end of Feb / start of March and was charged the £20 fee should phone the number on the back of the card and raise a formal complaint.
You will get your £20 fee refunded; you may get some compensation; you may get passed to the fraud team to look at any outstanding 3ds issues.

[CarpalTravel]

Aston100 wrote:

Every single person who applied for the card at the end of Feb / start of March and was charged the £20 fee should phone the number on the back of the card and raise a formal complaint.
You will get your £20 fee refunded; you may get some compensation; you may get passed to the fraud team to look at any outstanding 3ds issues.

My £20 (technically paid as a goodwill gesture) appeared today.

[Marc]

Marc wrote:

Also received my replacement card today. No issues adding to Curve straight away.

FFS… Tried to log in to the Barclaycard app but getting a message that my account is locked and to call the hotline.

Just spent 1h on the phone with them. They can’t unlock the account as it’s the Avios card and which is not yet integrated to the system (wtf?). They also can’t unlock it through a Barclays system as there’s a name mismatch between my Barclays current account and Barclaycard (middle name used for one but not the other). Only solution is to go into Branch hand have them remove my middle name. The shitshow continues.

[Aston100]

I wonder what tools people in a high street branch have access to that support personnel on the end of a phone do not?

[TerryTierPoints]

My replacement card arrived today, exactly 3 weeks after I applied.

I registered for the app which I think also activates the card (it wasn’t clear to me). After I did that I then got the most bizarre text message:

“You have successfully cancelled your Barclays Mobile Banking registration.
For help please call 03332001014.
To maintain a quality service we monitor and record phone calls.”

I also received a letter today saying they had discussed my complaint with me and it was now resolved. Which is also bizarre as I wasn’t aware I’d made a formal complaint, I just enquired if the welcome period could be extended and was expecting a call back last week (which of course I didn’t get).

So yeah all very confusing. I’ll try contactless, 3D secure, Apple offer etc and report back.

• This reply was modified 54 years, 4 months ago by .