I received 3 calls from Barclays managers on April 7th regarding my case, those calls were from Mr Raj (4293700), Mr Stanely (6030559) and Mr Hasan (050-4524593). Managers were highlighting that I used some strong words during Barclays call conversation which would considered against my case. On April 08 another call received from Barclays manager Ms Amsaa (4293894) which again was highlighting this issue at the same time, she wanted to put me in a picture regarding my first case (easy loan) and that she followed up with the case and asked for any number that i used for calling the customer services to register a complaint as no records for my number.
Yesterday in the evening, I discussed the matter with my lawyer and i reviewed the recorded calls. The fourth call that I got from Barclays at about 2PM, I was attending the budget meeting when Mr Irfan has started shouting and screaming at me on the phone, I was put in a situation where every one who was near me started to look at me, my action was running for an exit as I didnt want anyone to hear this humiliating part, when I open the outside exit door, one of the workers had spitted and it came on my pants and due to the aggressive call I said that.
Barclays managers insisted on defending their staff and highlighting this issue. Probably they were ignoring the fact that we-customers have to be put in a picture that banks calls would be recorded and registered. It is the responsibility of the bank representatives to inform the customers of this, thats why when calling a bank or even when the bank calls customers there will be an automated voice recorded " Thank you for calling&-Bank, Please note that this call will be recorded and monitored for quality assurance". Barclays bank staff exceeded that stage by not addressing, greeting or respecting the customers by going directly to the subject "Did you make the payment? " apart from invading the privacy. So basically, I started to believe that the bank policy: Is to humiliate and provoke the customer hoping to get something to be held against the customer legally.
Managers were ignoring the fact that this was the fourth call, I mean the previous 3 calls which were full of in humanity heavy language were waived out and passed peacefully. Previous calls were insulting my self, my mother and my father (Ms Amsaa was defending her staff as she heard when they were insulting me and my father but she didnt hear them insulting my mother!! thats why I told her to recall the call conversation and listen carefully and then call me back. I guess she is still doing that as i didnt receive a call back from her". Part of the calls were going even too far away by challenging and provoking "If you were a man enough, you should come to my office in Al Maktoum branch to show you who Iam and to pay" this was the senior staff Mr Emran who supposed to be in a fair position full of customer service having the skills of making the customer happy.
Still Barclays managers are pointing their fingers on my Heavy Word during the fourth call and highlighting their professional staff who should be considered as angels. I was put in a situation where i was put under a lot of question marks, a simple example; if it happened and i met someone of you face to face and I started insulting mother and father, the next second I would be in the floor counting my teeth. We only have one father and one mother, and for sure Barclays didnt ask them before giving me credit card, so why Barclays is insulting them now and what for!!!
After this call, I called Barclays agent Ms Seema (050-4233730) who had called me the previous day for a customer survey (she was very professional and very loyal to Barclays that she asked to call her for any inquires), I called Ms Seems seeking her help to stop this humiliation and to raise it up to the senior management as I didnt know what to do after the said call, the lady apologized a thousand times during the call and agreed that no matter what, things shouldnt go that far. Ms Seema promised to highlight and raise things to management.
Again, Barclays Managers insisting on backing up their staff even though I've been told that concerned staff will be given a warning letter and I dont know how far is that true. Those staff have put their seniors and their employer in a bad situation that they had to call me-the customer for their bad insulting behavior, but at the same time, I am sure that they are living in peace and they are practicing their duties having the management support. Ms Amssa she mentioned that the management team including her self have listened to all phones conversation. But what about the call i received from Mr Amar or Emran (0559292744), Is this belongs to Barclays? If it is, well have it traced as it is full of heavy language and threats (job security threats). If it is not Barclays, so why Emran is calling me using this number? I didnt do anything bad to him, why he is insisting on threatening me? so, we have another different case!
Going back to the first complaint "Easy Loan" which was brought by Ms Amsaa during the call conversation, again i was highlighting the bad customer service that Barclays staff are giving and noone would investigate or even walk the extra mile to follow up and inform the customer. Ms Amsaa was supporting Mr Jijo who was transfered to other department and thats why he didnt reply back on my calls when i placed on his answering machine or private cell phone. She was also supporting My Thahira who was filling the Customer Contact Updates sheet as what ever she liked defending herself and put the blame on the customers; I faced her with her senior Mr Shahbaz who I really admire and appreciate his efforts on my case it was due to him and to Mr Waheed (050-7882527) that a true success added to Barclays. I dont want to say further on the case as no matter what Barclays would keep on supporting its own staff (As they are basically Angels and perfect as they don’t do mistakes), Attached is a copy of what she wrote and the feedback from Mr Shahbaz.
Before that, I was hoping to extend my relation with Barclays as I was planning to take a personal loan by transferring my salary, but since I will be dealing with perfect staff, my plans are over because I am just a human being that yes, I am subject to make mistakes. and I believe that people has the right to know this.
I am not happy and not satisfied at all with what ever I've been informed by Barclays manager, and as per our conclusion, we have the right to raise things up.
Warm regards,
Taimour Agha
10 Chichester Place
Scarborough, Ontario
M1T 1G5, #1707
Tel:(416) 498-5986
& On Sun, 4/5/09, uae, feedback wrote:
> From: uae, feedback
> Subject: RE: Barclays Staff!! Ref UAE-281443-13TNDD.
> To: "Taimour Agha"
> Date: Sunday, April 5, 5:25 AM
> Dear Mr. Agha,
>
> Thank you for taking the time and trouble to share your
> disappointment
> with us regarding the service provided to you by Barclays
> Bank UAE.
>
> Your comments are important to us and we are sorry that you
> feel let
> down. We are investigating your complaint and will revert
> to you within
> the next 24 hours.
>
> Your complaint reference number is UAE-281443-13TNDD.
>
> Providing a high standard of service is a priority for us
> and should you
> remained unsatisfied, please do not hesitate to contact us
> again.
>
> Sincerely,
>
> Complaint Management
>
> &--Original Message&--
> From: Taimour Agha [mailto: [email protected]]
>
> Sent: 05 April 00:33
> To: uae, feedback
> Subject: Barclays Staff!!
>
>
>
> Dear Sir or Madam,
>
> I am really frustrated and disappointed the way I
> was handled by some
> of the unprofessional staff who are unfortunately
> representing
> Barclays. Previously, I was mishandled by Barclays agent
> who I met at
> the door steps of my bank Emirates Bank convincing me to go
> for a loan
> as Barclays is the fastest, less interest, no hidden fees
> and with
> minimum documentation, the approval day should be with in 3
> days after
> submitting the documents and the money should be in my new
> account with
> in less than a week!!
>
> It was a good offer but after i submitted the said
> "minimum
> documentation" on Feb 8th the same agent (Mr Faraz
> Farid
> 050-2551273) asked me for more and more documentation e.g.
> 3 months Bank
> Statements and Cheques... etc. Then after that I lost
> contact with him
> and suddenly disappeared. I called many times the customer
> service to
> follow up but there was not a single agent who provided me
> a valuable
> information. I registered many complaints but I was told to
> go from the
> start as Mr Farid was terminated.
>
> On early December, I received a call from Ms Tahera
> (0559089442) who
> represented herself as a member of Barclays loan department
> informing me
> that my loan had been approved for the amount of almost
> 17000AED (I was
> offered 45000AED by Faraz second day i submitted my
> documents) but i
> have to provide about 50 cheques! I told her that i was
> told by Faraz
> that i have to provide only 1 security cheque and the
> remaining from
> Barclays, Tahera said that she would check on that and
> would call me
> back.
>
> Tahera used to call me on a weekly basis and
> everytime she called me,
> she was not sure of my inquiries as she would call me back
> but she was
> focusing on the expiry date of my loan. I called custome
> service and i
> registered a complain as noone called me from the bank to
> tell me what
> to do for the next step. Finally Mr Jejo from the Customer
> Service
> called me to go and open an account in Al Maktoum branch
> and after doing
> that I lost contact with him as i left many messages on his
> answering
> machine but he did never call me back!
>
> I had to cancel my planned vacation, and after a big
> hassle I received
> my cheque books. I made an appointment with Tahera to meet
> her at her
> office in Bur Dubai to continue the process. On that day, I
> discovered
> another game which was the Hidden fees, I refused to accept
> the offer
> and insisted to meet who ever in charge of loan department.
> After
> waiting, I managed to meet Mr Shahbaz (0503660886) who had
> apologized
> for me a thousand times after I put him in a full picture,
> When he
> called my file, I found out that Tahera was creating things
> and write it
> down on the follow up sheet to cover her self!! I faced her
> infront of
> Mr Shahbaz and I did highlight many issues that Tahera have
> done again
> in front of her.
>
> It was due to Mr Shahbaz that I accepted the deal,
> but till this
> moment i have not received the PIN code for my ATM card and
> I dont have
> access to my account even though I called Customer Service
> many times
> and you can recall all the calls.
>
> The second bad incident that I considered it the
> worst is Barclays
> credit card. I am a verified customer holding Visa card
> since July.
> I always do the payment before the due date and more than
> the minimum,
> actually I am not receiving statement on regular basis and
> the last one
> i received i was for the month of November. Still I am
> responsible
> and i called the customer service manytimes regarding that
> issue but
> with no action. I was really amazed when i received SMS of
> 1380 as it is
> been a while since last time i used the card. I called the
> customer
> service but the agent apologized as he couldnt review my
> profile as
> system was updating that time, the agent promised to call
> me back on the
> next day. still I am waiting for the call and I said to my
> self that
> Barclays is loosing its legitimacy and trust as the
> customer has to
> follow up with his/her cases.
>
> On March 28th, I received a call from the collection
> department
> informing me to pay my duties. I tried to put him in a full
> picture that
> I am still waiting for the customer service call to explain
> why my
> minimum payment reached that far. The agent interrupted me
> as I am the
> one who should call Barclays not the other way, he was so
> negative that
> he refused to provide any help by all means and asked me to
> call
> customer service and kept on focusing to pay before 30th. I
> really got
> offended as this is the first time that I was put in such
> situation.
>
> On March 31st at almost 9:00AM I received
> a call from 04-6030599,
> with no greeting or addressing "Have you done the payment? "
> I said who
> is this? "Is this Taimour? " Yes, This is Irfan from
> Barclays, Have you
> done the payment? " I said No still but it should be done
> today. "Make
> sure that you do it today" then he hang up. I was in a
> meeting for
> declaring the new budget for Emirates Airline, members from
> each
> department were there to listen to managers and then to
> H.H.Sheikh Ahmed
> Bin Saeed Al Maktoum. At 9:40 another call from the same
> number and
> again with no respect "Taimour, Have you done the payment? "
> and I told
> him no still as I am in a meeting. I couldnt talk and talk
> with him as I
> was disturbing who were around me. He identified himself as
> Mohammed
> from Barclays, he transferred me to his senior Mr Emran who
> started
> abusing me and threatening me. At almost 12 noon another
> call from
> 04-6030548 again this time was Irfan: " Have you done the
> payment? "
> and I told him still not then he started shouting and
> yelling at me on
> the phone"SINCE THE MORNING WE ARE CALLING YOU AND YOU SAID
> YOU ARE IN A
> TRAINING, WHAT THE F..K IS THIS? WHY YOU ARE NOT MAKING THE
> PAYMENT? DO
> YOU THINK THE MONEY IS FROM A CHARITY? YOUR MOTHER GAVE YOU
> THIS MONEY?
> YOUR FATHER TOLD NOT TO PAY FOR PAYMENT? YOU FU... R, PAY
> THE MONEY OTHER
> WISE YOU WILL BE IN A DEEP TROUBLE... etc. everyone who was
> near me has
> heard what those people who are representing Barclays have
> told me. I
> tried to calm him dowm by saying iam in a meeting not
> training while
> running to the exit as I dont want anyone to listen to what
> ever he was
> telling me. again he goes hold on hold on then he
> transfered the line to
> Emran and he started to abuse left right center mentioning
> my family. I
> didnt know how to act? why this happened to me? is this
> what we get from
> Barclays? What shall i do now? I started to remember who
> were sitting
> near me to avoid facing them again?
> Why they were abusing my family?..etc.
>
>
> This is the first time i was put in such
> situation. anyways, meeting
> was over at about 15:30, but i couldnt go inside after
> Barclays insult,
> I saw colleagues were going out. then i put my self in the
> car heading
> home as i didnt want anyone to see me. While driving, I
> received a call
> from 0559292744, it was Emran again he started abusing and
> threatening.
> I warned him that this call is being recorded but again he
> started
> abusing and threatening and he didnt care. another call was
> received
> from 04-6030599 it was Mohammed, i was driving and i told
> him that i am
> recording this call and i have to hang up as its illegal to
> use cell
> phone while driving but he started again, then i told him
> that no matter
> what he shouldnt be talking to me like this as this is an
> offence, if i
> have any problem they have the cheque and they can follow
> me legally but
> he continued so i had to hang up.
>
> I called the Customer Service to speak to
> a manager who can stop this
> humiliation but instead the agent logged a complain
> (UAE281443) and
> promised that a senior staff will be calling me soon. When i
> reached
> home, immediately i called my Canadian Consulate seeking
> protection and
> help as i have a history with Barclays worst customer
> service. I was
> connected with the legal advisor, I put him in a full
> picture and let
> him hear some of the recording, He decided to meet me when
> he is back to
> Dubai next week.
>
> During the evening, Mr Raj from Barclays called me
> for the complaint;
> again, i put him in a full picture. he said he will call me
> back but
> till this moment, i am still waiting for his call.
>
>
> This is my experience with Barclays as i tried to forget
> the past and
> open a new page but Barclays still insisting in humiliating
> its
> customers through his well connected staff. Till now not a
> single SORRY
> i got from Barclays!!!
>
> T.Agha
>
> 050-6943792
>
>
> Taimour Agha
> 10 Chichester Place
> Scarborough, Ontario
> M1T 1G5, #1707
> Tel:(416) 498-5986
>
>
>
>
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> (registered no. 1026167).
> Registered Office: 1 Churchill Place, London, E14 5HP,
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