Barclays; at a my wit's end

[warch]

A few months ago we were accepted for a mortgage extension for a extension to our house. We received a message saying the money had been paid into our Nationwide account. It did not appear. We checked with both Barclays and Nationwide, the details for the account were correct. Five days later no phone calls, no messages, and no money in our account. What do I do? Barclays keep saying that the money has been released, every time I contact them I get another subcontinental call centre employee reading from a script. The only contact I have had is a letter informing us how much more we will be paying in mortgage repayments each month.

[warch]

I was told the transfer should take no longer than 2 hours, and more than 5 working days has passed. I'll check the details are correct too Lemming Train.

[warch]

I have;

been in to my local branch (they were hampered by the same Indian call centre issue I had to their undisguised exasperation).

sent my Nationwide account statements via email to Barclays

raised a complaint, which I should have done from the start, this at least seems to force them to take some action, even if they haven't actually resolved anything yet.

Incidentally the problem I have with outsourcing customer services is that the call centre staff aren't employees of the bank, have no knowledge of how the bank operates, have no interest in the bank's performance or reputation and are apparently reading from a script.

[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.

[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).

[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.

[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.

[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.

[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.