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Forums Payment cards Barclaycard Avios Applied a week ago but no reply yet?

  • TerryTierPoints 71 posts

    Thanks Terry. What number did you dial?

    08001510900

    Note the automated system will ask for a card number. Obviously I don’t know my number as I have not received the card. Press * to skip this.

    lollyfry 50 posts

    I’m in the same boat – approved 28 Feb, PIN arrived 9 March but no card. Out of interest, doesn’t anyone know of anyone who’s card has been received??

    CarpalTravel 381 posts

    I’m in the same boat – approved 28 Feb, PIN arrived 9 March but no card. Out of interest, doesn’t anyone know of anyone who’s card has been received??

    Appears these are the two: https://www.headforpoints.com/forums/topic/3ds-issues/

    CatchFlightsNotFeelings 34 posts

    Another day of no card. Had to hold off spending about £500 over the weekend – what sucks more is where im spending it doesnt accept Amex, so if i do have to give up waiting for the Barclaycard to ever arrive, then i get NO avios at all.

    LondonFly 83 posts

    How can you have an account if you don’t have a card? They keep asking me for this!

    rum 276 posts

    Well the post came and went today and there is no card again in the post. I’m going to speak to Barclays now and I am not in the slightest happy about it.

    My Barclays (bank) app shows the card in there – there is a button to activate it. When I go to see my avios balance, it shows two trackers: one for the bank account and one for the credit card. The credit card shows 0 points (obviously) and that I have 3 months to spend £3K to earn the sign up bonus, ending on 1st June, i.e. 3 months from date of issue. I am seriously not happy about this. If Monzo, Starling and Chase can send me a debit card in 3 calendar days, then Barclays who are a well-established bank can do so as well. Seriously, the comparison to Creation is beginning to look more like a reality.

    alig4th 322 posts

    Well the post came and went today and there is no card again in the post… If Monzo, Starling and Chase can send me a debit card in 3 calendar days, then Barclays who are a well-established bank can do so as well.

    +1 on both points. I’m 100% going to demand a refund on the first month’s fee given, ya know, I’ve not been able to use the facilities the fee is for!

    Lucky I’ve got an easy £3k to spend as soon as I get the card, but I’m still not happy about having a month of the card-year not earning towards the 10k, nor getting the enhanced sign up bonus HfP has hinted at previously

    Aston100 1,502 posts

    Hmm...

    Marc 44 posts

    Just to add another data point. Very much exactly the same experience as lined out by others before:

    Applied on 28/02
    First confirmation email on the same day
    Second confirmation email with new card number on 03/03
    Text message about card being on the way soon on 08/03
    PIN in the mail on 09/03
    Several emails about how to use the card etc in between
    Received my first statement incl the £20 fee on 12/03
    Still no card…
    Had a look in the app and the 3 months sign-up bonus timeframe started on 01/03…

    Contacted Twitter team only to be told they can’t help me. Said I should use in-app chat.
    Have done that last night, had to answer security questions only to then be told that this needs to be handled by a different team that’s not available atm. They couldn’t even log a ticket with that team on my behalf, only solution: Use chat again after 8am. Currently waiting for them to get back.

    Absolutely ridiculous experience.

    JDB 4,853 posts

    Seriously, the comparison to Creation is beginning to look more like a reality.

    Given that some who have received their new cards have already reported successful MS transactions on here this weekend as well as testing others (sounds remarkably like walking along the street testing car doors/looking for open house windows) and enquiring about old established routes, the comparison with Creation seems very apt.

    NorthernLass 8,494 posts

    Except it’s nothing like that @JDB, because MS isn’t criminal activity!

    JDB 4,853 posts

    Except it’s nothing like that @JDB, because MS isn’t criminal activity!

    Nobody said it was criminal, but it is simply not activity banks wish to see. I am just amazed that people seem quite so reckless with their cards, unless they don’t value them at all.

    Aston100 1,502 posts

    This is probably important.
    I spent 90 mins on the phone (including just over 30 mins to get through).
    The main takeaway is that the agent spoke to a ‘support team’ for ages and then confirmed there had been a glitch with my card and it hadn’t been sent.
    ***It was never going to arrive.*** (Their words not mine).
    They have ordered a new one to arrive in 5 working days.
    The SUB begins from when the card arrives (rather than when you applied or when you activated the card), as per the message in the twitter screenshot a few posts up. They are unable to clarify how they know the card has arrived in order to begin the countdown for the spend.
    Have been told to contact them again after the new card is successfully activated in order to discuss any service recovery and refund of fees. Won’t commit to anything right now.

    Would suggest everyone who applied on 28th Feb or 1st March and hasn’t received their card yet to phone up, and insist the agent talks to the ‘support team’. I had to insist on this as otherwise I was being told to wait for another few days and was gently being fobbed off it seems.

    Call Duration

    • This reply was modified 54 years, 7 months ago by .
    rum 276 posts

    So, I called them and my experience has been just about as others have reported here.

    I waited a good 20-25mins to be put through to a human. Eventually I spoke to a chap who was calm, polite and courteous. He was very understanding with the situation. He concluded that because I have received the PIN already, it’s likely the card is “lost” somewhere in the post (right, along with all the other tens of thousands (I assume?) of HfP readers’ cards?). He checked and told me it was “definitely sent out on the 1st”.

    I asked about the possibility of extending the introductory bonus period and not being charged for the first month. He said he needs to be speak to a specialist team, so I waited another 20 mins for that to happen. Eventually he told me they can’t change when the introductory period starts or finishes, so I asked him to raise a formal complaint, which he did. We’ll see what the complaint handling team comes back with. The whole call lasted over an hour.

    A new card has been ordered today which can take up to a further 5 working days from today (i.e. until next Monday). So, more waiting and no non-Amex card to spend on. This does not look good for Barclays and I am not impressed by their service.

    NorthernLass 8,494 posts

    I honestly don’t know if I can be bothered to wait for them to answer the phone then go through all this faffing. I might just give my £12k spend to Virgin and tell Barclaycard to stuff their product, and any fee they’ve already charged! To tell me I have to call them to make good their mistake is starting to feel like the last straw.

    Comrade Chag 79 posts

    Seriously, the comparison to Creation is beginning to look more like a reality.

    Given that some who have received their new cards have already reported successful MS transactions on here this weekend as well as testing others (sounds remarkably like walking along the street testing car doors/looking for open house windows) and enquiring about old established routes, the comparison with Creation seems very apt.

    Spot on!

    If the card never arrives I will log a complain with Creation instead – honorary complain.

    rum 276 posts

    I honestly don’t know if I can be bothered to wait for them to answer the phone then go through all this faffing. I might just give my £12k spend to Virgin and tell Barclaycard to stuff their product, and any fee they’ve already charged! To tell me I have to call them to make good their mistake is starting to feel like the last straw.

    I can totally relate to this. It’s been two weeks to the day, some accounts are half set-up/half not, cards not arriving and yet they are convinced they have sent them out. It’s a total shambles and probably not worth bothering with right now. Plenty more banks out there that could take my business right now.

    If my complaint is not handled satisfactorily, I will be taking them to the ombudsman for unfair contract terms and will be closing both current & card accounts with them.

    rum 276 posts

    This is probably important.
    I spent 90 mins on the phone (including just over 30 mins to get through).
    The main takeaway is that the agent spoke to a ‘support team’ for ages and then confirmed there had been a glitch with my card and it hadn’t been sent.
    ***It was never going to arrive.*** (Their words not mine).

    Thanks for posting this. I find this point quite astonishing. If they’re aware of some sort of problem, surely the responsible thing for them to do is write to all (new) cardmembers who haven’t activated their cards (that’s one way to reach all those who are in a similar situation, perhaps there are other ways), give them an explanation and apologise for the situation. Then explain how they are going to rectify it.

    If they expect everyone to call them without admitting their fault/technical issue, etc, then this is a breach of the ‘Treating Customers Fairly’ FCA rule.

    Marc 44 posts

    Just got this response from the in-app chat agent.

    “Thank you so much for your patience, and I’m so sorry for the delay, our Barclaycard department are extremely busy at the moment. They have confirmed a card was issued to you, I am sorry you haven’t received it, this may have been lost in the post, they have now blocked the credit card that was sent and issued a new card, you will receive this in the next 5 working days.

    They have confirmed as the £20.00 fee is a yearly fee and a correct charge and you will have the service for the next year, they are unable to provide a refund I’m sorry to say.”

    Basically the same response others have received. I mean… What are the odds that so many cards got lost in mail… To me it sounds like Aston100 was the only one getting the honest answer: “glitch with my card and it hadn’t been sent”.

    The second paragraph made me laugh. The team seems to know their own products really well – stating the £20 fee is yearly fee…

    • This reply was modified 54 years, 7 months ago by .
    james20 5 posts

    Slightly concerned that I’ve been given a £20 first month statement having not yet received the card. I have no way to actually pay it and will start to accrue interest

    NorthernLass 8,494 posts

    How have people managed to use the app if they haven’t got the card?

    @Marc
    , you should hold them to that annual fee! I’m starting to wonder if they’ve been hacked and taken over by Creation – failing spectacularly to deliver then putting the onus on the customer to rectify the matter AND pay for the privilege.

    rum 276 posts

    They have confirmed as the £20.00 fee is a yearly fee and a correct charge and you will have the service for the next year, they are unable to provide a refund I’m sorry to say.”

    WHAT???? They have got to be kidding if this is the case.

    I suggest you raise a complaint and if they won’t budge, take them to the ombudsman.

    I won’t hesitate to close current account and card if they mess me about. This is just not how you do business in the 21st century.

    rum 276 posts

    How have people managed to use the app if they haven’t got the card?

    There are actually two apps: Barclays Bank and Barclaycard.

    Those with a current account will have the Barclays Bank app already. The card has appeared in this app for those with a Barclays current account.

    alig4th 322 posts

    Acceptance email on 8th. Phoned up, said “missing card” and was put through fairly quickly (minutes, not tens of minutes…). Helpful rep said they’d get a new card sent out, will be with me in 2-3 days. Mentioned that this delay could impact bonus spend and should impact fee. Said he’d put a note on my record but couldn’t do anything immediately.

    To be fair(ish), if accepted on 8th and (new) card should arrive by 17th, it’s not MASSIVELY going to be that much of a delay (as opposed to those that were accepted on 28th Feb/1Mar). If it doesn’t arrive, however, I may be going back and making more of an issue about it.

    chrisorr85 7 posts

    Hmm...

    That was my Tweet quoted. After a call this morning, £20 fee refunded, £30 credit applied to account. Like others, they said my card was sent on 1/3, so have cancelled it and sent a new one. Not sure how many cards can get lost, though…

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