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Original poster

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

423 replies

AnchorDownDeepBreath · 14/03/2019 11:25

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.

OP posts:
MrsPlesWearsAFez · 27/03/2019 02:06

A couple of years ago I was given a "goodwill gesture" and the "cost of phone calls" back by Barclays (without submitting proof) for something annoying but trivial in comparison to this. Was a couple of hundred quid.

It took a bit of a fight though, so it does not surprise me that they're feigning ignorance and not offering much of anything.

I'm so sorry for you that this is such a shit show, and I hope that you get your breakthrough soon.

SnapesGreasyHair · 27/03/2019 06:16

They are just going to fob you off until you give up and go away.

puppymouse · 27/03/2019 06:24

I would Tweet them and write to or email the most senior person you can eg CEO. Then contact your MP and ask them to contact the bank.

I work for a different bank and this is very serious.

OhioOhioOhio · 27/03/2019 06:26

Omg. I'm scared my ex has done this to me.

IStillMissBlockbuster · 27/03/2019 06:47

Fucking hell I've only just seen this. Can you contact the CEO of Barclays?

TirisfalPumpkin · 27/03/2019 07:04

Hi - I work for another bank.

This is a huge, huge deal, and they sound to have handled it very poorly so far.

This scenario (address shared with abusive ex) is actually used in training to show our call handlers why data protection breaches have actual real world consequences and it is not okay to ‘just’ overlook something like this.

Take a look at case study 2 here on the Financial Ombudsman website:

www.financial-ombudsman.org.uk/publications/technical_notes/distress-and-inconvenience-case-studies.html

The bank should welcome the opportunity to compensate you and put the issue right - rather than have something like this go to the FOS/ICO.

Flowers for you OP.

CookieWarbler · 27/03/2019 07:10

OP, I work in financial services in risk management and used to work for a firm where a similar (but not nearly as serious) data breach to yours took place. We had caused such severe stress to a customer they couldn't even face talking to us about it when we tried to call them. This case was talked about in senior committees and all of our management were appalled it had happened.
We referred ourselves to the ICO and very quickly paid out several thousand pounds in compensation.
Barclays should absolutely not be treating this as a run of the mill complaint. They should have reported to the ICO within 72 hours and this should have been escalated within the bank as a serious risk event, particularly as there is a risk to the bank that you may take this to the media or otherwise expose them.
I can only assume that Barclays is so huge that this hasn't got out of the complaints team.
Please, please kick up an almighty stink about this. If you haven't already you must contact the ICO also the Financial Ombudsman and if you can tweet the CEO or otherwise bring this to senior managers attention then you should.
Their breach has caused you significant harm and they need to be treating this much more seriously.

GarthFunkel · 27/03/2019 07:15

I'm sure the police will be relieved to hear that all you needed was a new phone number. If only you'd thought of that! Cunting Barclays Hmm I hope you get a better response.

lololove · 27/03/2019 08:15

I am literally speechless. This needs taking as far as it possibly can go. I'm assuming they known about the hotel stays because of their "human error"?

EBearhug · 27/03/2019 08:30

I can only assume that Barclays is so huge that this hasn't got out of the complaints team.

That's still not acceptable. My employer made sure all employees have an understanding of GDPR and its potential consequences, even if we're not customer-facing in any way. Some people got extra training because of their role, but everyone is expected to have a certain minimum level.

LannieDuck · 27/03/2019 08:53

Now it's clear that Barclays hasn't reported (and doesn't intend to report) the breech to the ICO, can the ICO begin to investigate themselves?

ThumbWitchesAbroad · 27/03/2019 09:01

I'm outraged for you, Anchor - what a phenomenal fuck-up by Barclays, and their follow up responses have been feeble at best.

I hope you have it in you to take them to the cleaners over this - this should NOT still be happening in this day and age! Angry

I hope that you are able to make yourself safe again and, although I expect you don't need to have it suggested, I'd pull ALL your money out of Barclays ASAP, so that they no longer have you as a customer at all.

So sorry you've been compromised like this Angry

alldressedupinblue · 27/03/2019 09:01

Barclays Head of Compliance is Steven Burman.

If the CEO isn't taking this seriously, then the Head of Compliance should be. This is career limiting for him.

CoraPirbright · 27/03/2019 09:06

Fuck me OP - Barclays response is utterly astonishing. I am completely disgusted. Just for once it would be a good thing for the Drainly Fail to pick up on this for you.

Hope you get some help from the ombudsman and ICO as wiser than me people have suggested above.

SpotlessMind · 27/03/2019 09:13

I’m so sorry this has happened to you, I’m so angry on your behalf - I can’t understand their lackadaisical response, they have put your life at risk and caused such huge inconvenience to you - surely they should want to learn from this to make sure it can never happen again. You’ve had great advice about who to contact, and I hope you feel able to because their response to this has been outrageous. I wonder if any domestic abuse charities would be able to help and advocate for you? It’s clear things need to change at a systematic level so that people are not compromised like you have been in the future.

LeesPostersAreInFrames · 27/03/2019 09:19

Plenty of good advice here. Just adding a hand hold and best wishes to you. It's a disgusting and blatant data breach with potentially devastating consequences. Flowers

CuppaTeaAndAJammieDodger · 27/03/2019 09:45

Bloody hell OP, this is AWFUL, Barclays are being worse than useless and their blasé approach is rage inducing! Can they really not comprehend how serious this is?

DH and I moved our personal account from them a while ago, but I think we'll be moving our business one too in light of this.

ForeverFaithless · 27/03/2019 10:00

Anchor as others have said, the consequences of this sort of data breach are taken seriously by the relevant authorities, the website to go to ico.org.uk/make-a-complaint/

Also, as previously suggested, send a public tweet to Barclays on Twitter as this is more likely to make them pay attention.

Good luck Flowers

Original poster
AnchorDownDeepBreath · 27/03/2019 10:08

Thanks all, I'm taking your advice on board - I've contacted the solicitor I spoke to before to see if they feel that it's time to get involved now, and I'll do the FOS and ICO today, as well as contacting the Barclays people that you've mentioned here/in messages to me.

My complaint handler was supposed to call me at 9am, but messaged at 9:20 to say that she was just confirming some information and would call this morning. I'm not optimistic.

OP posts:
M3lon · 27/03/2019 10:13

Just joining the people who are speechless at Barclays ineptitude.

If I still had an account with them I'd be closing it now...but they annoyed me for the last time around 10 years ago.

MaverickSnoopy · 27/03/2019 10:39

I've only just come to your thread. This is outrageous and utterly traumatic for you. Barclays won't gain any customers from this thread and may indeed lose some.

I agree that their response seems to be indicative that the person dealing with this doesn't understand the severity of the situation. Certainly lacking in common sense as well as training. It's no excuse of course but if this got to the correct people then I can't imagine it being dealt with like this. Under gdpr barclays will have a data protection officer ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/accountability-and-governance/data-protection-officers/. According to barclays this is their email address [email protected] found here www.barclays.co.uk/important-information/privacy-policy/. Apologies if this has been linked up thread - have skimmed a lot of this (currently wrangling toddler). I think I'd be inclined to send all email correspondence onto them saying that you are concerned your complaint isn't being properly investigated and carefully list each inconvenience and danger to yourself and your employer as a direct result of their data breach.

I hope this gets better for you very quickly.

There's some good advice on this thread.

StormTreader · 27/03/2019 11:44

I know this isn't the point but I would be seeking some substantial financial compensation for this via solicitors and the ICO/FOS.

I got £50 from Lloyds and that was just because I'd been receiving texts about someone elses account with their name in them! I got a similar total lack of interest until I contacted the FOS and then suddenly there were scheduled phone calls and an actual shit given.

Original poster
AnchorDownDeepBreath · 27/03/2019 11:46

Thanks for the DPO email, I'll try that.

I've just had the call from Barclays. It lasted for 4 minutes. The lady apologised again, reiterated that they'd pay for any evidenced costs for changing my mobile number and said they've concluded the fraudulent account investigation but she didn't want to pass on the outcome to me yet and therefore the investigation will reopen.

I'm at the end of my tether.

OP posts:
StormTreader · 27/03/2019 11:48

Yep, it's time to start playing proper hardball, they either don't know how serious this is or are hoping YOU don't know.

CustardySergeant · 27/03/2019 11:56

How dare they "want to pass on the outcome" to you yet? That's outrageous! This is your life and it's extremely serious. You're the one who needs to know! Un-sodding-believable.