Barclays debit card and ATM machines

[bryan monroe]

Barclays is selling most of its ATMs as it prefers to focus on more profitable activities like manipulating LIBOR. I used one in Gibraltar which I was told belonged to Barclays. It debited my account for the sterkling equivalent of 800 euros. But it dispensed no cash I would not have risked so much if I had niot thought that it belonged to Barclays. Actually it ias owned by Raphael`s Bank, a London bank which specialises in foreign exchange.

 

I went to Barclays branch in Gibraltar to complain. They tried to send me away but I said that i was a Barclays customer and had used a Barclays Debit Card. After two hours on the phone, they faxed a claim form which I filled out. I spent another 2 hours at their branch in Faro, Portugal trying to expedite matters.

 

Nothing happenned for 60 days. When I got home I found a letter asking for more information and saying my case would be dropped if I had not replied within 7 days. This was obviously impossible as they should have known since they had my fax from Gibraltar on file .

 

After more complaints I received a fraud form from my Branch which asked me to sign away my legal rights, if nio spare cash was found in the ATM. I refused to sign it.

 

I phoned Raphael`s who told me that they still had the cash but that Barclays had not contacted them. Barclays told me that it was too late to contact Raphael after 60 days. I wrotwe to the new CEO, who claimed that he had not received the letter. I was told that the bank had written back biut that certainly never arrived.

 

The matter was only resolved, without any additional compensation for my worry, loss of holiday and so on after I went to the Press

 

I personally am of the opinion that Barclays has a deliberate policy of trying to fob off ATM incidents, whether in its own or other bank`s machines. This includes the use of dubious fob-off letters.

 

The only answer is to go into the Branch and lengthen the queues. I have already cut up my Barclaycard because of their excessive charges.

[CHRIS44G]

Amazingly incompetent arn`t they? Similar problem with me, Barclays cash machine short changed my wife by £120, Barclays are in no rush at all to correct matters.

[bryan monroe]

I do not believe that this is mere incompetence. I suspect that it is quite deliberate. They prefer to let their customers down and save some money, rather than go to the trouble of checking that the machine has extra notes at the end of the day. All ATM operators do this as a matter of course, every day. but they are unable to tell which customers have been short changed, or as in my case not dispensed at all.

 

Take the matter to a newspaper and ask them to publish your comments. That is the only way in my opinion that Barclays could be made to react to my loss of over £600, which was sitting all the time at another English bank.

 

Yes they are indolent but they are also scheming, in my personal experience.

 

The Bob Diamond culture lives on.

[slick132]

HI BM,

 

We have seen many instances over a few years of the banks denying liability with ATM problems.

 

They put the onus on you to prove them wrong which is difficult to do.

 

Same when folk have fraudulent debits from a/c's - they assume you are responsible unless you can prove innocence, which is contrary to their own banking guidelines.

 

I'm to see you had the case resolved in the end but it's wrong that you had to jump through all the hoops to get there.

 

[bryan monroe]

t is rarely possible for the customer to prove that an ATM has not dispensed cash In this case, Raphael`s Bank has confirmed that there was a malfunction, but I cannot claim the money directly from them and Barclays was too incompetent and lazy to do so. Instead they sent me some dirty trick letters in the hope of fobbing me off.

 

They failed but I won through only with the help of the Press.