Barclays; at a my wit's end

[warch]

I'm going to cancel the transaction, I'm not au fait with banking but trying to sort this out is taking too much of my spare time and is quite stressful too.

I don't know why Barclays couldn't have simply cancel the payment that vanished and made a fresh payment into the Barclays mortgage I already have set up but as I say have no knowledge of banking.

[Lemming Train]

You can't cancel it if the funds are not showing in your Barclays account as they've already been sent. As already stated, you need to find out the exact details that Barclays have input for its destination, ie. account holder name, account number, sort code and (especially) any reference number, along with the exact amount (get them to tell you the figure, don't offer it yourself). Armed with all that info you then ring Nationwide, give them all those details and ask where your money is. Nationwide wiill know straight away from the account number, sort code and ref number if there's a problem. If the funds have landed in their holding account then they should get sent back to your Barclays account after a while.

[Sonie]

Barclays f up my OH ISA money. Was a rather annoying situation.

I had my Barclays Bank card held up in a cash point (Lebanese loop) it’s not the easiest thing to cancel...sir, please tell me your sort code and account number, please tell me the last transaction, please tell me the direct debit on the account, who is that to and what do they do....ffs

[warch]

Lemming Train said:

You can't cancel it if the funds are not showing in your Barclays account as they've already been sent. As already stated, you need to find out the exact details that Barclays have input for its destination, ie. account holder name, account number, sort code and (especially) any reference number, along with the exact amount (get them to tell you the figure, don't offer it yourself). Armed with all that info you then ring Nationwide, give them all those details and ask where your money is. Nationwide wiill know straight away from the account number, sort code and ref number if there's a problem. If the funds have landed in their holding account then they should get sent back to your Barclays account after a while.

I mean cancel the mortgage extension altogether. Barclays are clearly inept and I've wasted far too much time dealing with this.


I've checked the account details several times at both ends, there are no apparent issues (obviously there are but not anything that I can discern).

[Welshbeef]

Sarnie said:

Lesson one.......avoid Barclays for mortgages at all costs..............miles worse than HSBC, which is saying something.............hope the money turns up!!

Honestly I have used them a few times in my lifetime and personally not had a single issue.

[Robertj21a]

warch said:

Lemming Train said:

You can't cancel it if the funds are not showing in your Barclays account as they've already been sent. As already stated, you need to find out the exact details that Barclays have input for its destination, ie. account holder name, account number, sort code and (especially) any reference number, along with the exact amount (get them to tell you the figure, don't offer it yourself). Armed with all that info you then ring Nationwide, give them all those details and ask where your money is. Nationwide wiill know straight away from the account number, sort code and ref number if there's a problem. If the funds have landed in their holding account then they should get sent back to your Barclays account after a while.

I mean cancel the mortgage extension altogether. Barclays are clearly inept and I've wasted far too much time dealing with this.


I've checked the account details several times at both ends, there are no apparent issues (obviously there are but not anything that I can discern).

It doesn't sound as if you've asked Barclays to put a trace on it ? - or asked Nationwide to check suspense accounts ?

[warch]

Robertj21a said:

warch said:

Lemming Train said:

You can't cancel it if the funds are not showing in your Barclays account as they've already been sent. As already stated, you need to find out the exact details that Barclays have input for its destination, ie. account holder name, account number, sort code and (especially) any reference number, along with the exact amount (get them to tell you the figure, don't offer it yourself). Armed with all that info you then ring Nationwide, give them all those details and ask where your money is. Nationwide wiill know straight away from the account number, sort code and ref number if there's a problem. If the funds have landed in their holding account then they should get sent back to your Barclays account after a while.

I mean cancel the mortgage extension altogether. Barclays are clearly inept and I've wasted far too much time dealing with this.


I've checked the account details several times at both ends, there are no apparent issues (obviously there are but not anything that I can discern).

It doesn't sound as if you've asked Barclays to put a trace on it ? - or asked Nationwide to check suspense accounts ?

I have asked Barclays to put a trace on the payment

The lady at Nationwide laughed when I told her about 'suspense' accounts, apparently that's a work of forum fiction.

[Robertj21a]

warch said:

Robertj21a said:

warch said:

Lemming Train said:

You can't cancel it if the funds are not showing in your Barclays account as they've already been sent. As already stated, you need to find out the exact details that Barclays have input for its destination, ie. account holder name, account number, sort code and (especially) any reference number, along with the exact amount (get them to tell you the figure, don't offer it yourself). Armed with all that info you then ring Nationwide, give them all those details and ask where your money is. Nationwide wiill know straight away from the account number, sort code and ref number if there's a problem. If the funds have landed in their holding account then they should get sent back to your Barclays account after a while.

I mean cancel the mortgage extension altogether. Barclays are clearly inept and I've wasted far too much time dealing with this.


I've checked the account details several times at both ends, there are no apparent issues (obviously there are but not anything that I can discern).

It doesn't sound as if you've asked Barclays to put a trace on it ? - or asked Nationwide to check suspense accounts ?

I have asked Barclays to put a trace on the payment

The lady at Nationwide laughed when I told her about 'suspense' accounts, apparently that's a work of forum fiction.

Sounds like the lady at Nationwide needs to understand their systems better. They do have suspense accounts.

[Lemming Train]

Robertj21a said:

Sounds like the lady at Nationwide needs to understand their systems better. They do have suspense accounts.

100% this ^. She hasn't got a clue what she's talking about and I can say this with confidence as I'm ex Midland Bank and later HSBC myself. Never heard them called suspense accounts personally, ours were holding accounts and that's what YBS call theirs with Natwest too but whatever the name their function is exactly the same.

[Robertj21a]

Lemming Train said:

Robertj21a said:

Sounds like the lady at Nationwide needs to understand their systems better. They do have suspense accounts.

100% this ^. She hasn't got a clue what she's talking about and I can say this with confidence as I'm ex Midland Bank and later HSBC myself. Never heard them called suspense accounts personally, ours were holding accounts and that's what YBS call theirs with Natwest too but whatever the name their function is exactly the same.

Quite, various terminology in use. Suspense/Holding accounts are common, sometimes just 'Rejections' or plain 'Query account' !

[warch]

I think holding account would be the more commonly accepted term. I asked Barclays for the details of the originator account so I could get Nationwide to find where the payment had gone they refused to do so, which is very suspicious.

[Lemming Train]

warch said:

I think holding account would be the more commonly accepted term. I asked Barclays for the details of the originator account so I could get Nationwide to find where the payment had gone they refused to do so, which is very suspicious.

WT actual F? That is a whole new level of bonkers. What reason did they give you?

[Robertj21a]

warch said:

I think holding account would be the more commonly accepted term. I asked Barclays for the details of the originator account so I could get Nationwide to find where the payment had gone they refused to do so, which is very suspicious.

In all honesty, I think this is probably a simple error, compounded by a lack of understanding (by all parties). Banks and Building Societies have many suspense/holding accounts with numerous transactions awaiting complete, or more accurate, data.

[warch]

Lemming Train said:

warch said:

I think holding account would be the more commonly accepted term. I asked Barclays for the details of the originator account so I could get Nationwide to find where the payment had gone they refused to do so, which is very suspicious.

WT actual F? That is a whole new level of bonkers. What reason did they give you?

They said they are conducting their own investigation.

[warch]

Robertj21a said:

In all honesty, I think this is probably a simple error, compounded by a lack of understanding (by all parties). Banks and Building Societies have many suspense/holding accounts with numerous transactions awaiting complete, or more accurate, data.

I'm sure you're right, I don't know why a) it's taken nearly two weeks and hours on the phone to get Barclays to get off their arse and do something about it b) why they won't simply provide details of the originator account so Nationwide can locate the payment and c) why it's left to me to sort this out.

I'm starting to understand how the credit crunch happened. Barclays are a major bank but they're operated by people who are grossly incompetent at their jobs.

[Jon39]

warch said:

I'm starting to understand how the credit crunch happened. Barclays are a major bank but they're operated by people who are grossly incompetent at their jobs.

I have accounts with all four of the major banks, so have been able to compare. Not just an isolated occurrence, but repeated continuing problems and mistakes by the one you mention, so I have to agree with your conclusion.

Interestingly, two of the others have made just a single mistake, and it happened to be an identical error.
When their customer signature records were transferred from paper to digital, they failed to do it properly for some customers. They then could not check signatures and the first the customer knows, is when a cheque is bounced. In one case the bank initially made an attempt to cover up their error, which was a silly thing to do and it just made matters worse for them. In the end they paid up £2,000 for wrongly stopping payment of the cheque. In the second case, the bank informed me before any trouble occurred. They were very polite about it, so I declined their offer of wine and flowers.

That therefore leaves one, which has never ever caused any difficulties to me.

When we cannot rely on a bank to operate with the professionalism that we expect, trust is very quickly lost.

Edited by Jon39 on Saturday 15th September 21:13

[Robertj21a]

The professionalism that used to exist in banking gradually faded away at least 25 years ago.
Signatures are rarely checked other than in specific instances so any errors might take years to surface.

[warch]

Finally received our money yesterday. Turns out someone in Barclays Mortgage department made the payment using mrs warch's maiden name (which is as it appears on our mortgage forms taken out in 2011) despite them assuring us they hadn't. As suggested on here it then vanished into a holding account. It took two weeks and hours and hours on the phone to sort this issue out.


My advice for anyone this happens to is; Get straight on to the complaints department, they're employees of the bank and based in the UK. The call centre staff simply aren't set up to deal with this sort of issue and won't deal with it. Counter staff in high street branches are helpful but are stuck with dealing with the same call centre problem as the customer. I have received a small amount of compensation for my trouble.

[Robertj21a]

warch said:

Finally received our money yesterday. Turns out someone in Barclays Mortgage department made the payment using mrs warch's maiden name (which is as it appears on our mortgage forms taken out in 2011) despite them assuring us they hadn't. As suggested on here it then vanished into a holding account. It took two weeks and hours and hours on the phone to sort this issue out.


My advice for anyone this happens to is; Get straight on to the complaints department, they're employees of the bank and based in the UK. The call centre staff simply aren't set up to deal with this sort of issue and won't deal with it. Counter staff in high street branches are helpful but are stuck with dealing with the same call centre problem as the customer. I have received a small amount of compensation for my trouble.

Pleased to hear that it was finally resolved, though it took far too long. As I said at the time, it was always likely to be a simple error and the funds would be in a suspense/holding account until it got resolved. Getting the originating bank to put a trace on it should identify where it got to in the banking system.