Dealing with Barclaycard

[CVP]

Ph'ers, I am after a bit of advice with regards to dealing with Barclaycard.

The situation is we were abroad for a period of time and rented our house out. Since we returned 3 years ago we continue to get statements from Barclaycard addressed to one of the former tenants. We don't know his new address and we have marked so many of them as "not at this address, return to sender" and they still continue to come.

I have phone Barclaycard a number of times and told them he moved 3 years ago and written to them (recorded delivery). Last time I wrote I told them I'd be charging a fee for dealing with any further statements. This fee was set at a reasonable level based on 30 mins or so of time and costs of sending everything back to them recorded delivery. Their reply was very dismissive and stated that there is legislation that requires them to send these statements but would not tell me what that legislation is. A few days ago lo and behold...another statement and so that's gone back with an invoice.

Whilst I can readily believe a requirement to send statements, I can't believe they are allowed to continue to send them to an address where they have been told the person no longer lives. A quick check of the electoral register would show this person ceasing to be at the address 3 years ago.

Ultimately all I want is for them to pull their finger out and update their CRM system and change the address on the account so we don't get this old crud still arriving. Even Barclays bank in Spain have worked out how to do this finally for one other ex-tenant.

Any PH'ers in the industry care to shed light on how I can get Barclaycard to sort this out and what legislation they may be relying upon? I am perfectly happy to push them as hard as required.

Many thanks
Chris

[marshalla]

I believe that the Consumer Credit Act has the requirements to send out statements, and there will be some DPA shenanigans related to changing customer data without confirmation/permission from the customer.

[Simpo Two]

Just bin them. Much less aggro than trying to communicate with little machines in an ivory tower.

[Truckosaurus]

Is the card still being used or have any money owed? You could ask to speak to the Fraud Department at BC and try to get them to cancel the card due it having a false address.

[CVP]

From what I can see on the statement the card is not being spent on but does have an outstanding balance and I suspect that's why they are still sending the statements, in the wild hope that I will suddenly discover that the former tenant resurfaces at the address and immediately comes overall grief stricken at their debt to Barclaycard and pays it. Given the state they left the house in at the end of the tenancy, I'll lay pretty good odds that's never going to happen.

Simpo - I see where you're coming from, just binning would be an easier option. However, I really don't see why I should tolerate the complete retardness of those at Barclaycard who seem to think it's OK to carry on doing nothing rather than actually do some work and confirm this guy doesn't live at the address anymore and take 2 minutes to alter the address on their internal systems. All I'm asking them to do is their job.

[jesta1865]

Truckosaurus said:

Is the card still being used or have any money owed? You could ask to speak to the Fraud Department at BC and try to get them to cancel the card due it having a false address.

he can try but just today i have tried to get natwest to investigate my son's account for fraudulent transactions. he left the country 15 months ago and had asked the account be closed, it was in credit. last week we got a letter to him saying it was overdrawn and charges were being made on it.

as he has not had his card with him (it's in a draw in the dining room and hasn't moved) we are fairly sure someone's being naughty. natwest won't even open a case for fraud till he talks to them, he's in Melbourne and working long hours, I hope he can get to them before they close for the night / morning.

I hope the OP gets further than I did with the braindeads at RBS fraud. Still as I pointed out it's them that's losing the money.

[Simpo Two]

CVP said:

Simpo - I see where you're coming from, just binning would be an easier option. However, I really don't see why I should tolerate the complete retardness of those at Barclaycard who seem to think it's OK to carry on doing nothing rather than actually do some work and confirm this guy doesn't live at the address anymore and take 2 minutes to alter the address on their internal systems. All I'm asking them to do is their job.

I like the determination. I found an old Bank of Scotland statement dating back to about 2002. I wasn't sure what had happened to the money so I made a few phone calls. They said their records didn't go back that far (internet generation I suppose). Last January I wrote them a letter. Still no reply.

[CVP]

Well as a final update a close out of this topic

Got another letter so sent it back plus invoice for dealing with them. Got a response in April saying they were investigating and I'd have an update / response by 8 May.

Got another letter so sent that back with invoice plus another invoice for interest on the unpaid balances in excess of the payment terms I'd originally sent them.

Chased today as had not received the promised response/update to their 8 May letter. End result they stated they have stopped the letters to our address and payment is being transferred to me by end of the day for an amount in excess of what I have billed them for.

I hope this finishes off the problem and no more letters come. This time persistence has paid off.

Chris

[WEHGuy]

Result. May I ask how much they are sending you?

[CVP]

£100 received in the end and I had invoiced 2*£25 plus one month's interest on the first outstanding invoice which was a negligible amount i.e under £1.

[BJG1]

Ha, excellent result OP!