Dear Sir,
I seek your assistance in my dispute with Barclaycard, the matter of the complaint is as follows:
{Barclaycard
PO Box 11567
Nariman Point
Mumbai – 400021
Dear Sir,
Sub: Non payment / Stopped payment of Credit Card Outstanding balance.
REF: Barclay Card No. 4339 4846 0314 1128, Complaint No. CAS1227087
Dear Sir,
This is to bring to your attention a long standing complaint raised with Barclays.
Having explained this issue to several associates on multiple occasions I would restate what the issue is:
Some time in the month of December’08 I received a call from your end suggesting conversion of my outstanding into EMIs of Rs. 2202 for a period of 12 months.
Having paid all my payment on time, I was happy to get the EMIs as it was a convenient way to finish off the outstanding dues.
I was suggested that I would have to pay the first installment by cheque and the rest will be deducted every month via ESC.
As agreed I paid my first dues on 13/1/09 via ICICI bank cheque, however in the month of February’09 no amount was deducted and on contacting your customer care (which is really difficult to get through) I wasn’t given any concrete answers. All I was told that this is because of the delay in processing the documents.
Then in the month of March’09 a sum was 158.53 was cleared via ECS, having questioned the same I was told that it was an adjustment against the sum paid in January and it was not something to worry about.
Then in the month of April’09 a sum was 2346.77 and subsequently a sum of Rs. 2342.96 was cleared in the month of May’09.
In this span of time I spoke with many associated from Customer Service and Collections department, innumerable times only to receive no concrete solutions or reasons from your end.
Sometimes I was informed that it will be taken up to the powers that be, on other occasions I was just laid off.
Finally I decided to contact the collection team and was able to make a note of few of my conversation with them.
Date
Time
Person
Details
27/5/09
17:49:34
&-
Call disconnected in 34 Sec.
27/5/09
17:49:44
Unknown Executive
The lady just disconnected the call. Extremely rude, did not give her name properly.
27/5/09
18:00:59
&-
No Answer
27/5/09
19:06:51
Aman Singh (Supervisor)
Explained the entire thing to him and he promised to resolve the issue.
2/6/09
16:08
&--
NO response from Aman Singh hence I called up, Call picked up by a lady, she informed the Aman Singh did not want to attend the call (Deliberately).
3/6/09
15:00
&
Aman Singh not in office for a week.
3/6/09
15:08
Madhvi Mane
Call disconnected, promised a call back.
5/6/09
14:55
Pooja Narwade
Madhvi Mane not available and then Sumit Bankar who promised a call back and assured to resolve the issue.
6/6/09
&-
Paras (Supervisor)
Sumit Bankar, missing. Paras agreed to resolve the issue.
1/7/09
Incoming calls
Bharti
Got several calls from Barclays, called up the bank and spoke with Bharti, asking her to connect me to a managerial level person.
2/7/09
Incoming Calls
Got several calls from Barclays, explained my conversation with Bharti and asked for a manager again.
3/7/09
Incoming Calls
3/7/09
16:45
Lisha (Last name starts with P, not very clear)
Asked for Aman, not available.
These are just a few documented incidents, however the list is endless, and unlucky I was not able to document them all.
Also if you out source you customer care and collections, its high time that you give them a through QC, as they will rather are getting you bad reputation.
One thing I’ve noticed about Barclays is that incompetence, unaccountability and Rudeness are acquired qualities of almost every single individual – Do you people have a special training for this? The executives are prompt to disconnect the call, yell back at the customer and to refuse to listen to what the other person has to say. Having been a Business Process Coach in an international BPO, I can say that this is not the way a customer is treated. Perhaps being in India makes a multinational bank underperform and awards you the right for bad customer service.
On every single occasion I asked for a manager, I was given a standard answer “all the seniors are in a meeting” or “the managers have other business to take care of, they are not free to talk to the customers”; you guys surely work hard up there. And the no. of missed calls I get in a day are story unto themselves, either you have a really outdated and virus infested systems or your execs are faltering on their KRAs (beware).
Finally getting tired of the apathy of Barclays Officials I decided to stop the ECS via my bank, this seems to be the only way to get your attention.
I sincerely request you to resolve this issue as soon as possible so that I can finish off the installments and get over with the payments. If you check my records, I have been fairly regular in my payments, except for the past two payments which was a deliberate action.
Looking forward for your co operation so that we can reach an acceptable solution which will provide a solution to end this dispute.
Thanks and Regards, }
What I would like to know is, if there's any legal action I can take against them to get the matter sorted out, How does this affect my Cr. rating where as I have had excellent relationship with other Cr. Card cos. and banks apart from Barclaycard.
I would appreciate if you could help in any way.
Regards,
Siddharth Sharma
0 comments