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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:
Xyzzzzz · 27/03/2019 19:11

I used to work in complaints. The fact that they admit there was a human error on their end would mean compensation is needed. You also need to have them amend your credit file.

Go to FOS and they will take your side cause the complaint handler has not considered the impact of this human error on you.

MetalMidget · 27/03/2019 19:43

He hasn't replied yet, but I've just had a call from my complaints handler who has said they won't be reopening the incorrect letter as it was human error, but they will close the fraudulent accounts and wipe the debts. No news on whether they'll be cleaning my credit file, and she felt that compensation was unnecessary but there will be more information in the letter they hope to get to me. She has said I am welcome to refer it to the FOS once I have read that.

Fucking hell, their 'human error' is still a data breach that has lost their customer days of work, probably hundreds in hotel bills, and put them at risk of ACTUAL PHYSICAL HARM.

We're all rooting for you, Anchor. Make them pay. If it's any consolation, I'm moving from Barclays next pay packet. Fuck the useless shower of shits.

Applesandpears23 · 27/03/2019 20:12

I have just read your thread. I can’t believe how lightly they are treating this.

Happynow001 · 27/03/2019 20:45

I'm amazed the media haven't picked this up yet. I guess this isn't "sexy" enough for them.

LordVoldetort · 27/03/2019 20:52

I am so angry for you OP.

Money aside (from the fraudulent bank, changing of numbers, hotel) do they honestly have no idea of the impact to your life?
This is more than just ‘human error’ how many more people do they want you to involve before they realise how serious this is? I cannot believe they are trying to sweep this under the carpet.

I really hope that you get this resolved quickly, sadly though I think they are probably hoping you’ll go away if they take so long.

Are you back at home now?

ItsHardToExplain · 27/03/2019 20:58

I would leave Barclays if I had an account with them.
What about we all message the email addresses given to the OP? Spam them with links to this thread or domestic violence stats until they apologise and compensate her.
Angry

Awwlookatmybabyspider · 27/03/2019 21:05

Where is the bloody DM when they're needed.
Mind you its not a thread about "chavs" and "Benefit scroungers",is it.'
They're not going to pick up a thread slagging of the toffs, are they.

Passthewinebottle · 27/03/2019 21:26

Can I tweet a link to this? Or would that be detrimental? I am fucking incandescent 😡😡😡😡😡😡

netflixMccannWatcher · 27/03/2019 22:54

This is awful.

I hope you have an update & are feeling safe

SusieOwl4 · 27/03/2019 23:31

they have broken the GDPR regulations - plus they have reacted to the breach in an appalling way . Disgusting .

Normally I would say money would not be appropriate compensation as its hard to measure your financial loss ,however in this case what if you had the expense of a move ?- plus your credit has been tainted . I would be looking for compensation . Big time. Also they could get a big fine from the ICO , hopefully.

forumdonkey · 27/03/2019 23:37

I've read this thread open mouthed. I can't believe Barclays response to their monumental fuck up.

Stay safe OP 💐

LakieLady · 27/03/2019 23:38

I'm aghast at their attitude OP - its downright contemptuous.

So she felt that compensation was "unnecessary". Easy to feel that when you're not the one who's had to leave their home because of the bank's failure to institute proper procedures and train their staff accordingly, and not the one having all the stress of feeling at risk.

They should be grovelling at your feet and paying for a suite at the Ritz for a cock-up as bad as this.

I almost wish I was with Barclays just so I could take my custom elsewhere, but I've always boycotted them since their involvement in SA during the apartheid era.

FoldyRoll · 27/03/2019 23:40

Hopefully a lawyer will get them to act in a more professional and compassionate manner towards you, OP. I have been fuming on your behalf all day and will be closing my account over the despicably callous and inept way they have behaved towards you. Good luck with kicking their arses. Thanks

ActualMermaid · 27/03/2019 23:46

Absolutely furious on your behalf OP and so glad you are chasing them up about this. I wish I had an account so I could close it and tell them their attitude is shocking. They should be grovelling at your feet and showering you with compensation.

I hope you're staying safe. 

cstaff · 27/03/2019 23:57

Easy known it is not their life that is under threat. I cannot believe that they are not taking this seriously. Is it a case of them testing the water to see how far you will push it. I know that is how insurance companies play with their clients but that is usually a case of how much will they settle for, not playing with someone's life. Fucking hell OP. Just keep pushing them and contact whoever you can to bring this to the right people's attention.

thetemptationofchocolate · 28/03/2019 16:41

they won't be reopening the incorrect letter as it was human error, but they will close the fraudulent accounts and wipe the debts. No news on whether they'll be cleaning my credit file, and she felt that compensation was unnecessary

So many things wrong here.
The complaint has not been settled so no, they won't be re-opening it as it should still be open.
The fraudulent account - isn't it illegal to do this? Surely the bank has also broken the law if so. Just closing the account is not enough, they need to make sure their staff are properly trained in compliance rules, which they obviously are not.
The bit about compensation being unnecessary is gobsmacking. Have they not registered that you've had to leave home, and can't go to work, because of what they did? They should be compensating you handsomely, and paying your lawyer's fees.
I hope you have a beast of a lawyer.

Pinkyponkcustard · 28/03/2019 18:26

Don’t take it lying down op, absolutely disgusting. The least they can do is pay you compensation.

ThisIsNotMyRealName1 · 28/03/2019 18:37

Oh good grief, the arrogance and ignorance displayed by Barclays is just boggling! Lawyer up and go after them Anchor

Jeezoh · 28/03/2019 18:40

Don’t go down the legal route until you’ve gone through the Financial Ombudsman Service - which is free for you to use. You can still take legal action if you’re not happy with the FOS findings but you can’t go to the FOS if you’ve already taken legal action.

DGRossetti · 28/03/2019 18:42

Don’t go down the legal route until you’ve gone through the Financial Ombudsman Service - which is free for you to use. You can still take legal action if you’re not happy with the FOS findings but you can’t go to the FOS if you’ve already taken legal action.

My personal experience of the FOS is they are a chocolate fireguard .... I wouldn't lose any sleep if I missed out on their "assistance" .....

Jamiefraserskilt · 28/03/2019 19:16

What Rosablue said 100%

Jamiefraserskilt · 28/03/2019 20:13

There are two major GDPR issues here; the obvious one regarding the breach and one regarding your right to rectify your data if errors are found. They have been sitting on both far too long.
The iCO is your friend here. Your rights and freedoms have been severely compromised so without doubt, this is a reportable issue. Barclays have 72 hours from being told of the breach to reporting it. They can investigate the how, when, what etc after this. The fact they failed to rectify your data (original issue in Jan)within a month of being told, have failed to follow an effective data breach process, have untrained staff spouting rubbish about human error not counting and have failed to keep you fully informed, all count against them and will be drowned upon by the. ICO who will want a full report, copy of their procedures, training, registers etc.
At this point, your complaint should be sitting with the dpo and compliance managers and not with a complaints handler. This is way over her head and she has given you wrong information already.
As others have said, keep a tally of your costs, everything you are paying out on that you would not have done if this had not happened.
The FCA have strict conduct rules and this debacle will be hard to explain So record dates, times etc of everything. You can also request transcripts and recordings of phone calls with them. They have 20 days from Subject Access Request asking for this information to delivery.Otherwise, report to ICO.

TheGodmother · 28/03/2019 23:18

I bloody wish I had an account there so I could close it! And tell them bloody why!!

I almost feel like going to my local Barclays and holding a protest!!

Fuming!!

CanuckBC · 29/03/2019 00:57

I started reading this at the beginning and just read all of the updates. I am stunned at the lack of action on part of Barclays!!! You would think that they would clue in the changes in your life you needed to make to keep yourself safe from your dangerous ex-partner!

I hope you end up getting a better resolution!

Has your ex been seen around recently? What happened with your work?

ScarletBitch · 29/03/2019 02:57

So they said it was human error so an admission of guilt already. They then failed to report this to GDPR in the timescale, another massive fuck up. Time to do things your way now. Report them yourself, they are shocking and are trying to minimise it thinking they can fob you off!

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