Barclaycard: when ‘sorry’ seems to be the hardest word
THE WAR of words between credit card giant Barclaycard and a Costa Blanca couple continued this week with the arrival of a letter from the bank addressing their complaint.
The correspondence from ‘your Barclaycard team’ did not contain an apology but came on the heels of a telephone conversation with the head of corporate operations who verbally said ‘we are ever so sorry’ on numerous occasions.
Last September Eddie and Trudy Cheeseman – along with thousands of British people living across Europe – were told their accounts were being closed following Brexit. The couple, who live in Jávea, were particularly needled because the decision came just a week after they received a new Premier Charge Card; which they valued along with a Gold Barclaycard, both held and used for 40 years.
Eddie and Trudy, who ran a successful restaurant business in the UK and continue to travel and work as food journalists, believe the episode was a public relations disaster and even involved their member of parliament in the UK to bring Barclaycard to task.
Eddie told Costa Blanca News that during his phone conversation with Barclaycard’s Lisa Todd, she apologised on behalf of the bank – and while he understood the commercial decision, it was the way it was handled that irked.
Describing the letter as ‘drivel’; he added: “Apparently, as my complaint was formal, I was to receive a written apology in the post.
“Dated the day after I received a call of apology, it seems they could not commit to the same in writing.”
The Barclaycard letter was headed ‘resolving your recent complaint’ and read: “Following our conversation, I want to thank you for taking the time to share your concerns with me. I am sorry you had reason to complain on this occasion – I can assure you that your feedback is important to us and has been recorded. Since we discussed your concerns, your complaint has been resolved.”
Barclaycard hoped they had ‘all the answers you need’ but acknowledged ‘if you are still not happy’ there were steps that could be taken; asking the bank to look again at the complaint or taking it up with the financial ombudsman.
Eddie said the correspondence was unsigned but did offer a freephone number to contact the team, despite the link meaning a call from Spain would be charged.
The David and Goliath battle has been followed with interest by Costa Blanca News readers, with a number of emails following last week’s instalment from people also left without their 'flexible friend' and others offering advice.
Eddie and Trudy have taken steps to find a remedy.
“As a replacement, we went into our local Spanish bank to ask for a Visa credit card to replace our Barclays ones,” they said. “Expecting a long and complicated reply, we were both issued with one in less than a week, trouble and cost free… amazing!”