Anyone been able to reach Barclays about their mortgage?

[Roomytrouser]

I want to get a redemption certificate for part of my mortgage. I tried to register online but got told there was “an error” when I tried to log in (I suspect this is something to do with it being a joint mortgage account). The message when calling told me there were fewer staff available “than usual” and I should expect to wait over 2 hours to speak to someone. I’ve been on hold over 3 hours now and I have various things to do today so there are times if they do answer that I’m likely to miss it. I definitely need to speak to someone as the mortgage is split across different accounts and I want to pay off the right part. Pissing me off because every day I can’t make this payment is another day’s interest to pay.

Has anyone succeeded in speaking to them this week? Did you just wait it out or is there something else I can do? I’d rather not go via Twitter.

I tried to call this morning but hung up when I got that message about a two hour wait. I opened the online chat and left it while working and got answered on there after an hour. The person who helped me was fine and able to answer all my questions, it wasn’t just a bot.

A two hour wait is absolutely unacceptable and is tantamount to not having a phone line. A bank effectively not enabling customers to contact them is horrendous and IMO they should face consequences for not providing a reasonable service. Of course they won’t though.

Nope - been trying to get through to them for weeks, every time I give up after about 1.5 hours on hold!! I think I am going to lodge a complaint soon.

Thanks. I tried the online chat yesterday and was told I’d get a response in 88 minutes but I couldn’t wait then. What I need is the sort code and the account number of the part of the mortgage I want to repay so I think the best the online chat could suggest would be to post it out - which would be better than nothing but not as good as someone just giving me the details over the phone today.

It’s been over 3.5 hours now so definitely much longer than 2 hours.

Surely a complaint to the financial ombudsman is justified? They’re preventing customers contacting them and paying off accounts etc. They have basic responsibilities as a lender/bank and customers being able to contact them to do banking is surely one of them?!

Seems you're not alone, OP, if that's any consolation
uk.trustpilot.com/review/www.barclays.co.uk

I’ll try to online chat after lunch but yes, has been 4 hours and 20 minutes now which is completely unacceptable

Did it. 4 hours and 55 minutes on hold for a five minute conversation

How long dis it take to receive your redemption statement. We have been told 5 days by post?!!