I used to work for Barclays until fairly recently, in 3 different branches, and in each branch we were discouraged from refunding charges as it would would come directly off the bonus pot. what tended to happen was that the customer would be passed from head office to the contact centre to the branch (or a variaton on that) as no-one wanted to refund their charge. we were also told to charge customers £5 per statement they requested (over and above the normal monthly ones they got) which I never did - just put on the form that they'd had a break-in so they got them free - the department that sent the statements out must have thought our area was rife with burglaries!

I used to work for Barclays until fairly recently, in 3 different branches, and in each branch we were discouraged from refunding charges as it would would come directly off the bonus pot. what tended to happen was that the customer would be passed from head office to the contact centre to the branch (or a variaton on that) as no-one wanted to refund their charge. we were also told to charge customers £5 per statement they requested (over and above the normal monthly ones they got) which I never did - just put on the form that they'd had a break-in so they got them free - the department that sent the statements out must have thought our area was rife with burglaries!