Anyone work in a call centre (barclays specifically)?

[After_Shock]

Just after some advice on what to ask for and or who to speak to within the call centre chain of management.

Cut a long story short I tried logging into online banking and the system blocked me (because I was abroad and the software blocked it for security reasons wouldn't accept my DOB of all things) so I rang up and had to request a new banking online passcode which is fine except for the fact im abroad. Gave me new address etc to where I am, this was requested on the 11th of Feb and ive still not received it.

Second issue I rang up to make a payment to something and was asked for a telephone banking passcode, never ever had one of these so couldn't give it, was told the bank are unable to help on the phone without this which I find completely bonkers.

So im currently sat abroad, unable to log in to online banking and unable to do anything over the phone.

Surely I must be able to speak to someone within the banking network to get this sorted out, however its at the point of I call and nothing can be done other than send out a new code that ive still never received and looks unlikely I will receive.

[williaa68]

If you ask for your complaint to be formally treated as a complaint, you may get passed through to the complaints handling unit. The problem with that is under FCA guidelines they have ages (something like 45 days!) to resolve your complaint! Best bit is just to ask for a supervisor. When are you back....?

[After_Shock]

williaa68 said:

If you ask for your complaint to be formally treated as a complaint, you may get passed through to the complaints handling unit. The problem with that is under FCA guidelines they have ages (something like 45 days!) to resolve your complaint! Best bit is just to ask for a supervisor. When are you back....?

That's the problem, no time soon! I did initially try to get the code just sent to my uk registered address and get one of my parents to pick it up would have been simple, but the person on the phone realised I was abroad and refused to send it due to me being a security risk or some other such crap as im away.

Will ring up and try the supervisor route then the formal complaint route.

[BlackST]

Do you have a card reader? Or know anyone who has a card reader for online banking? Doesn't have to be a Barclays card reader, can be from another bank. If you can get your hand on one of these you can ring Barclays and get them to upgrade you to pinsentry log in. You then log in using your debit card and the card reader rather than needing a passcode. If you want to speak to someone in the UK ring 0800 111 777.

The above is info given to me from someone who I know that works for Barclays.

[AMD87]

Have you tried phoning and not telling them you're abroad or you're now back in the uk?

[After_Shock]

AMD87 said:

Have you tried phoning and not telling them you're abroad or you're now back in the uk?

Tried that the first time in a round about way but they wouldn't accept it as was calling off a foreign number!

[After_Shock]

BlackST said:

Do you have a card reader? Or know anyone who has a card reader for online banking? Doesn't have to be a Barclays card reader, can be from another bank. If you can get your hand on one of these you can ring Barclays and get them to upgrade you to pinsentry log in. You then log in using your debit card and the card reader rather than needing a passcode. If you want to speak to someone in the UK ring 0800 111 777.

The above is info given to me from someone who I know that works for Barclays.

I don't have one but im sure ive seen someone at work with one, was HSBC from memory but could be worth a shot.

Thanks for the tip.

[AMD87]

After_Shock said:

Tried that the first time in a round about way but they wouldn't accept it as was calling off a foreign number!

Withhold your number

[After_Shock]

AMD87 said:

Withhold your number

Haha believe it or not that's not allowed from the country im currently living in, even if you activate it on the phone it still displays the number.

Well today a letter, the first ever to my new address arrives, and yes its from Barclays, I get all excited at the problem being solved, open it up and er no, its a replacement debit card, bloody marvellous, the last thing I actually need.

[extraT]

Hi, What country are you living in?

Have you tried connecting via a VPN (I use tunnelbear, and live in the Austrian Alps!). A VPN will make your computer think it is in the UK (or the option of several countries if using Tunnelbear). I dont know how sophisticated Barclays are with their geo-logging (how they detect where the computer is), but its worth a go?

PS- Tunnelbear has a free 500MB trial period. I do not work for them, just highly recommended and a satisfied cutomer . As ever, research these things, (i'm extra secruity minded when it comes to online banking) they are at your own risk

[After_Shock]

extraT said:

Hi, What country are you living in?

Have you tried connecting via a VPN (I use tunnelbear, and live in the Austrian Alps!). A VPN will make your computer think it is in the UK (or the option of several countries if using Tunnelbear). I dont know how sophisticated Barclays are with their geo-logging (how they detect where the computer is), but its worth a go?

PS- Tunnelbear has a free 500MB trial period. I do not work for them, just highly recommended and a satisfied cutomer . As ever, research these things, (i'm extra secruity minded when it comes to online banking) they are at your own risk

I think Barclays have a reasonably clever system as a couple of people I know out here have been blocked too and they said they were using VPN's.

To be honest I move a fair bit here so I don't have internet in my place as the charges/fees for either cancelling a contract or changing address are a hassle, as is getting it done so just rely on the net at work which regrettably isn't on a VPN