What The H*** Do I Do Now?

[Sceptre]

I sent the letter below to Barclays, detailing the list of my attempts to re-claim PPI from them which have inexplicably been ignored.

What can I do next? I can't go to the Ombudsman, as they haven't replied to any of my Questionnaires. I rang again at the end of Sept and Yes, they had the claims and would reply to me. I am still waiting.

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Barclays Bank
Customer Relations
27/08/13
Leicester
LE87 2BB


Dear Sirs,

On the advice of one of your Customer Relations Managers at my local Barclays Branch, I write to strongly complain about the treatment I have had, or lack of it, from your PPI Claims Team. It is a catalogue of shoddy and careless attitudes by your employees, dating back to February of this year.
I shall list the events in chronological order, as follows.

*21/02/13 I completed the PPI Questionnaire Form and posted it, Recorded Delivery to you. I waited for roughly 4 weeks, but heard nothing. I rang your department and was told that they couldn’t discuss with me, over the telephone any claim, and that I had to visit my local branch where they would verify my identity and ring you from there. I visited my local branch and was told that I should go away and wait the stated 8 weeks for a reply. 8 weeks came and went and still I heard nothing.

* 24/04/13 I again visited my local branch and this time had a meeting with the Manager. He verified who I was and registered the death certificate of my late husband with the bank. I completed another questionnaire and sent it to you again, with my proof of identity and my late husband’s Death Certificate……Silence from Barclays PPI Claims Dept.

* 05/06/13 I wrote a letter of complaint, addressed to CRU, 1234, Pavilion Drive, Northampton and again got No reply.

* 19/06/13 In desperation, I rang Barclaycard HQ in Northampton and spoke to a very polite young man. He identified my husband’s card and then told me also of 2 loans that had been taken out in 1999 - 2001 and 2001 – 2005. Whilst I was on the phone to him, he physically sent an email to the correct department for me and assured me that I would be contacted asap…..Guess what??? Nothing happened.

*04/07/13 I rang again and spoke to a young lady called M**** who again, whilst I was on the phone, “escalated” my complaint, telling me that she could see my registered complaint on the system. Guess what???? Nothing happened.

* 23/07/13 I visited my local branch again and this time the Customer Service Manager rang Barclaycard PPI at 13.45 and spoke to a lady called A*****, who promised to look into my claim and get back to me…Guess what??? Nothing happened.

* 02/08/13 I visited my local branch again and the Customer Relations Manager rang Barclaycard PPI again and spoke to a gentleman called T*** at 14.55. He promised her that he would send an email to A***** and that she would call me about my claim…..Guess what???? I am still waiting for a call, as of this date, 27/08/13.

I cannot, for the life of me understand why my repeated requests for even a Claim Reference Number has not been afforded to me and would urgently request that this takes place.

I look forward to hearing from you, although, quite frankly, I’m not holding my breath.


Yours sincerely,

[237SJ]

Write to the CEO. I always thought such a measure was a waste of time but my sister was the PA to the CEO of a UK high street bank and when people wrote in and complained, she always passed the letters to him. She said that even though the CEO probably won`t reply personally, the letter will be sent to someone to sort out and when it comes via the CEO`s office, it`s expediated. As it happens, she recently wrote to the CEO of my company about something and it was sorted pronto.

[factor-fiction]

When your claim is settled (assuming it's successful) you'll get backdated interest added, so if it's any consolation you won't lose out -in fact the interest rate used is attractive

[barney4444]

You must be more patient,these banks are very important and busy, and after all you have only been waiting 8 months waiting for the courtesy of a reply.
You would have difficulty making up the shocking and cavalier way that they treat customers, it is now easier to switch banks but how do you find one that's any better. Good Luck!!

[factor-fiction]

It's not in the bank's interest to drag it out. One thing that can slow them down is having to deal with excessive chase up letters, hassling claims companies and speculative claims from people who have no details or didn't even have a policy. Of course some banks are inefficient too and don't prioritise properly.
Going to the CEO does often help and may help here.

[tamborine]

are you claiming for your deceased's OH estate? Sorry if I got it wrong.

[lcg]

barclays are a bunch of crooks and liars. when me and my hubby did the same, they denied that we had ppi at all and we experienced the shoddy/snail-paced responses that you outline above. in the end we did get there, but had to write to the ombudsman about our experiences with the bank - it was only when they got involved that barclays suddenly remembered that we did in fact have 3 ppi's to be refunded. it took ages, was very frustrating.....but i think waiting since february is absolutely outrageous. write to the ceo, the ombudsman (their complaint system), things like the money section of daily newspapers, contact the money saving expert website and anyone else you can think of. personally, by this point i would be staging a sit in in my local bank! you will get there.....good luck x

[Sceptre]

Yes, I am claiming on my late husband's estate. I thought I could help my children with their savings towards buying their own properties.
I could keep on ringing them I suppose.

The thing about contacting the Ombudsman is that I know they are snowed under with claims and complaints, and I can't even get a Claim Reference Number out of Barclays, to enable me to initiate a complaint.

I suppose they are bringing a bit of excitement into my mundane life, waiting to see if the postman is going to drop a reply from them through my letterbox every morning.