to ask what to do now? The bank have given my details to abusive ex...

[AnchorDownDeepBreath]

I made a complaint to the bank a few months ago that they had allowed an abusive ex-partner to open an account in my name and run up debt. Three weeks later, they were still allowing him to use the account (according to my credit file) and I complained again.

Today I messaged them to ask what was taking so long. They've just called and confirmed that they sent a letter, including all the allegations, to his address. An address that I have never lived at. The letter contains my new mobile number, at least, and possibly my new address.

He was very violent. He hit me when we broke up. I had to get the police involved and be escorted to work and home again for a while, had to work odd hours, he waited for me outside anywhere he thought I might be. I had to go into a refuge for a while and get a new number. It took months for me to feel calm that he didn't know where I was. I was treated for intense PTSD, and situational anxiety.

They knew this. I was explicit about this, and they knew it, and have detailed in the letter that they know they can only use certain contact details for me...

The bank complaints handler has apologised and said they will call back today as soon as possible. He shut down and wouldn't tell me any more.

What do I do now? I don't want to keep running, to live in fear again. It cost a lot to deal with it last time, there's a lot of inconvenience... I can't believe they've messed it up. I'm so scared he'll turn up here.

Mind boggling incompetence. I hope they come to realise the impact it has had on you. I hope you get some resolution and can get back to normal sooner rather than later.

Bloody hell, I'm amazed that Barclays are being so blasé about the situation - given its a data breach and that the police are involved, you'd think they'd offer a bit more than the corporate version of 'thoughts and prayers'.

I currently have a compliant with the FS Ombudsman, it has been in since October. I have just had a letter to say it will be another three months before they begin to look into it.They are apparently really busy. I hope that if you make a complaint it will be fast tracked, given yours is much more serious.

I also have a complaint with the financial ombudsman and they sent a letter in October to the company with their decision. Then in December they said the company had put in more arguments and they have updated me last week to say it may be many more months.

I'll bet someone at Barclays is shitting themselves. The ICO is looking for a test case for breach of data...

How long has your ex had this info though? your OP made it sound like he might have had it for a month or so? why was he only turning up this weekend?

I'm just wondering if the neighbours are also jumpy (understandably) and assuming it was him when it wasn't?

Bloody hell.

Can you manage to speak to someone more senior beings as the ‘complaint handler’ is getting soooo, irritated? bored? whatever? about dealing with the Extremely Urgent and Important mess they have created of someone’s life???

I doubt any call centre handler is trained to deal with anything so serious, and it sounds like they are behaving quite rudely / unprofessionally, as if you’re whining about something really small and irritating, rather than being holed up in a hotel in fear of your life due to the crass incompetence of this bank.

Their underwhelming disproportionate response is no doubt contributing hugely to the stress of the situation. Barclays, you should be utterly ashamed of yourselves.

Just wondering if the data people have a helpline where you can talk to someone?

Most of the info abou data breaches seems to be thinking along the lines of data breaches in big organisations where lots of people have their data compromised but it’s typically their bank and password details that seem to be the concern so it’s relatively easy to give advice to change passwords, get new bank cards, monitor your accounts etc.

What is missing is the use case of when the data of an individual is compromised leading to the potential for serious actual bodily harm or worse - what should the organisation do between the time the breach is reported and the investigation is finished because investigations can take time but if a dangerous ex has been given previously unknown info on a person’s whereabouts then the result of the investigation is immaterial if the ex has tried to attack or even kill them on the interim.

It’s one thing to pay for a week or two in a hotel for yourself but not many people can afford to do that for weeks let alone months.

There should be some way that when there is clear evidence that they are at fault and that is seriously impacting on a person’s safety that the bank should give an interim payment (even on a no fault basis or admitting no blame basis Neil the end of the investigation) just to help you through.

Was thinking that if there was a helpline maybe somebody could help you through, nicely, and point you to some of the relevant bits to quote to Barclays for immediate help now.

Also - do you have legal insurance on your house insurance? If you do they should be able to provide good advice and write strong letters for you, for free.

She doesn't necessarily need legal insurance because most reputable data protection solicitors would represent her on a no win no fee basis.

Most of the info abou data breaches seems to be thinking along the lines of data breaches in big organisations where lots of people have their data compromised but it’s typically their bank and password details that seem to be the concern so it’s relatively easy to give advice to change passwords, get new bank cards, monitor your accounts etc.

And, of course burn your fingerprints off with acid and have new ones grafted on when they manage to spaff those ...

www.theguardian.com/money/2019/mar/11/natwest-trials-fingerprint-debit-cards-to-remove-30-limit

I had to go to the FOS after my insurance company let me down badly. The guy at the FOS was very indignant on my behalf. Nothing like your situation, but it did involve it being very difficult to live at home. My settlement therefore included compensation equal to the cost of renting a similar property nearby for a couple of months.

I wouldn't be surprised if you get awarded the costs of your hotel rooms in the short term and any costs connected to moving house should this become necessary.

How long has your ex had this info though? your OP made it sound like he might have had it for a month or so? why was he only turning up this weekend?

I didn't have any idea of when the letter was sent in the OP - Having now got a copy of it, it was posted last Tuesday, 2nd class. I was told about it when I phoned to chase my complaint on Thursday.

Yesterday the complaint handler emailed me back to say that she understood my frustration, especially as I reported the fraudulent account back in January. She did not know if this had been reported to the ICO, as she believed it was just human error, but she hoped to give me a response on both fronts today. Nothing yet.

I'll have to go home this weekend. There's an event happening locally so there are no nearby hotels, and I can't afford to keep moving around and staying in hotels. I've got a briefing with the police and WA again later so I'm hoping they'll have some ideas on how to stay safe... I'm scared but stuck.

Thank you all for the support .

So is a non mol order in place now?

ah I see. Sorry - I guess that hope is out the window then.

I really hope you can get something sorted OP.

Obviously you know your situation and who you're dealing with and I don't want to step on your toes but have you ASKED for some help towards finances for the hotel rooms you've already had and some in the future?

This may enable you to go perhaps a little further afield this weekend and perhaps visit your partner if possible rather than return home?

I'd perhaps bug them as much as possible tomorrow given you're approaching another weekend (I can't believe those bastards have kept you hanging on still without any proper answers for week!) when they won't technically be available for at least 2 days :(

I'm so sorry you're dealing with this :(

Cannot believe how Barclays have dealt with this. I hope you're ok, it's good to hear the police are giving you the support you need.

I hope the "just human error" comment doesn't mean they think they don't need to report it. I can't believe how casual they are being.
Earlier this year , I had a phone call from a financial organisation to apologise for sending my statement to a "little old lady" in error and he told me that they had already reported their data breach and were investigating.

This is pissing me right off anchor, Barclays are doing you a major disservice and deserve to be hit back. SM is your biggest friend right now (including MN) and although you're not on it if you were ok with it in order to get them to stand up we could get a lot of tweets highlighting your situation via this thread. As a Barclays customer I'd log in and 'contact us' or email the CEO with a link highlighting how as a customer myself I am appalled at the service you're receiving as a result of their breach of your info, particularly in these circumstances. I won't do either and nor should anyone else without your say so but it could be a bit of a kick up the arse for them if they know people are aware of their exceptionally bad customer service in your case.

This is beyond awful, sending all my love and best wishes your way

Hope you're ok op

I remember your first post. This is absolutely shocking of Barclays, incredibly bad handling. I do agree that the call centre person isn't equipped, but since senior management are 'dealing' with it and clearly aren't very helpful or forthcoming, this all reflects extremely badly on them.

Hugs and that this gets resolved quickly now.

Unbelievable mess OP, agree that trying to escalate via major news company looks like the most likely way to get pressure put on resolving this.

As an aside what the hell is wrong with this man trying to kill you or ruin your life? We end up acting like it’s some kind of natural phenomenon, but this is a man who is so intent on damaging you that all these resources have to try and keep you safe. I’m so sorry OP, sounds absolutely horrific for you.

Quite frankly, having verified that they have made this appalling error (which the could check very quick) Barclays should have allocated a very senior person to you, whose direct contact details you have. That person should be approving hotel bookings, transport, etc, checking in with you as often as you want and keeping you updated. Nothing less.
They know what's happened. They're just playing it like this because they're scared of admitting liability which is ludicrous as it sounds like they're bang to rights.

Barclays also need to consider how much very worse this could be if for financial reasons you were forced to take risks. God forbid obviously but they're just not getting the extent of their responsibility here at the highest level.

Hope you are okay after the weekend, op!