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I have an ISA with Barclays. Applied for the Avios card on 29th March. Instant approval. Created the Passcode and Memorable Word subsequently. Received the card on 11th April. Registered for the Barclaycard app, but the app got frozen once the registration was completed. Logged in to Online Banking, thereby activated the card. Changed the pin at an ATM. Did a chip-and-PIN transaction at Tesco. Made online payments to VirginMedia. Added the card on Amazon.
The nightmare began with failed attempts to link the card to Tesco Pay+ and Paypal. Did not even try Curve. Learned from HfP threads that this could be an 3DS/2FA issue. Called the fraud team yesterday. The first agent seemed to be aware of the issue and claimed it might be related to how I created the Passcode and Memorable Word. She promised me the issue would be resolved in 5 mins. Apparently this did not happen. The other agents knew nothing about the issue and kept on telling me that all transactions were approved on their side and I had to contact the merchants.
Called the customer service. It took me one and half hours to reach someone. The guy could not locate my account. Although I told him this is a personal card, he transferred me to Barclaycard Business. Had to queue up again. Chose to dispute a transaction and managed to speak to a higher-ranked agent in 5 mins. He was not aware that they have a Mastercard product and he did not know what Avios is. At one point, he even suggested me to contact British Airways. Nonetheless, he managed to locate my account and suggested that I have to ask the agents to look for my account with my telephone number. Helpfully, he transferred me to the customer service team directly.
At this point, I realised that the App itself is also part of the issue, because I cannot log in for most of the time and the code of 00002 is shown. When logged in, there are no ‘view my Avios’ and ‘chat’ options. Raised the issue. I was told that 00002 means an issue of data matching, but my personal data for ISA and this card are the same.
After another one and half hours, the lady raised a complaint for me and credited £25 to my account. Issues remain unresolved.
Not to worry, JDB will be along soon to tell you it’s a wonderful product and Barclays a superb financial institution…
Classy response
Dad just got his first statement today. He cannot see any details regarding avios earned either on his statement or online account. Is this correct or is he missing something? It is only 14 days since he applied but first statement generated and £20 fee charged. I take it that this means there is a minimum commitment of 3 ‘monthly’ statements and £60 fees required to get the full 30k SUB since ISTR Rob mentioned the 5k HfP uplift is posted after 60 days?
DP: No 3DS issues on dad’s account. He kept first payments to merchants below the £100 contactless threshold and they went straight through. Subsequent payments to same merchants for £100+ then required OTP but all completed without issue. Hope this might be worth a try for some experiencing problems.
I have had these app issues from day 1 (I applied early March). I have no other Barclays accounts, investments, cards etc. Each log in to the app takes 2 attempts – the first gives the 00002 message. I have cancelled my app registration and re-registered on a weekly basis with no improvement. Called and got some guff explanation. No avios view, no chat, and feedback function does not submit. No chat facility on web version either – always ‘unavailable’. However, my avios for March were credited to my account – even though the app doesn’t show them. Overall this seems to be a very poor performance from Barclays. A long way behind the curve on IT functionality, even if the underlying product probably keeps some of us here – for now at least.
Similar problems starting a few days after I started using my card – declined on the first largish transaction (but not large vs the credit limit), the card has disappeared from the app, I can’t login on the website… shambolic.
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