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HI everyone, I will try to make it short.
Ms applied back in May when the welcome bonus was 50,000 Avios.
Due to the incompetence of the on boarding team who could not correctly process the documentation, the account was closed and then reopened, after several complaints that involved the highest ranking people in the company as suggested here.Since the beginning it was a spiral down – nothing went well – problem after problem.
Finally after many many complaints and the reassurance that 50,000 will be awarded, a welcome bonus appears in the BA account – 25,000 not 50,000.Emails and calls back and forth with a couple of managers from Barclaycard over several weeks confirmed they instructed a 50,000 Avios bonus to BA and the problem must be with BA. BA indeed confirmed only 25,000 were transferred from Barclaycard.
A screenshot from the BA account reading the 25,000 transfer was provided but it did not help or was considered.This complaint has been going on and on and the latest letter from Barclaycard states they will not do anything nor they intend to carry on with the case, stating they sent the 50,000 to BA and if the cardholder wants, they can go to the Financial Ombudsman Service.
There have been a number of people here on HFP complaining about the way their accounts/complaints were managed by Barclaycard and I find it absurd to have to deal with all this.
I would invite Rob to intervene and discuss the level of dissatisfaction with his contacts at Barclaycard, including the lovely lady (i think she was the Director of Marketing) that attended the summer party last year.
Yes, it is a choice to do business with this or that provider, but it is not acceptable to have to waste all this time and find a wall when dealing with complaints for a “Premium” and PAID card.
I am pretty sure this was only one of the few (hundreds) cases that went down badly. It is an invitation to do better
Any idea on what to do next, FOS or try again with a final complaint to CEO?
Well if you’ve had a final response from Barclaycard then I would suggest taking the ten minutes to complete an FOS submission seems like the best thing to do.
Say account opened under 50,000 Avios bonus promotion. Only 25,000 Avios received. You were told that 50,000 were instructed but Barclays will not follow up with BA so you are 25,000 short. Told they will do nothing further and referred you to FOS.
The above paragraph is keeping it short. All the stuff about account opening being a mess is irrelevant to your missing 25,000 Avios although you could make a separate complaint about that.
To help the OP, I can share what I learned when my 100,000 bonus did not materialise initially and a very helpful Complaint Manager took it upon himself to see the resolution though:
Apparently bonus Avios (as opposed to standard earned Avios) are managed by a separate team that allocate them on a monthly basis and once those are processed, cannot be tracked. I was specifically told that if the Avios did not land in my BAEC account after the complaint manager was finally told by the separate bonus team that my bonus was processed), I had to be prepare to show evidence of last few months transactions on my BAEC etc. Luckily the bonus did land at the end, but it was an helpful insight of what a shamble of a set up have Barclays/Barclaycard put together for this Avios partnership
Thank you Froggee and Luca M for your useful feedback!
To help the OP, I can share what I learned when my 100,000 bonus did not materialise initially and a very helpful Complaint Manager took it upon himself to see the resolution though:
Apparently bonus Avios (as opposed to standard earned Avios) are managed by a separate team that allocate them on a monthly basis and once those are processed, cannot be tracked. I was specifically told that if the Avios did not land in my BAEC account after the complaint manager was finally told by the separate bonus team that my bonus was processed), I had to be prepare to show evidence of last few months transactions on my BAEC etc. Luckily the bonus did land at the end, but it was an helpful insight of what a shamble of a set up have Barclays/Barclaycard put together for this Avios partnership
Wow, there are so many levels of stupidity to what is described above that it makes you worried that these people are supposed to be managing billions of pounds of money. Although I suppose 2008 has already demonstrated the banking sector’s competence at that one well enough.
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