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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:
MumUnderTheMoon · 14/03/2019 19:34

Sorry posted too soon. Have you contacted the police about the fraud?

Ninkaninus · 14/03/2019 19:37

Do they not realise what a fucking big mistake this is??

Have you said the magic words GDPR yet?

TemporaryPermanent · 14/03/2019 19:40

I don't believe that I am a vindictive person but I would deal with the personal safety angle first, then I would talk to a solicitor tomorrow about suing them. I think their mistake is criminally negligent and you should take them to court. You might have an Article 2 claim under the Human Rights Act for all i know (Not a lawyer). Get advice, they shouldn't get away with this. write everything down as it happens.

Cheby · 14/03/2019 19:48

OP I’m so sorry this has happened.

Barclays’ response has been utterly abysmal. It’s the push I needed to stop banking with them. Been meaning to for a while anyway.

CloserIAm2Fine · 14/03/2019 20:01

The OP does not need to demonstrate financial loss. Distress and inconvenience are also grounds for complaint and I don’t think it gets more distressing than this!

I’m glad the police have been helpful, I’m sorry Barclays are so blasé about it. I work in financial services and while human error inevitably happens, I would be horrified by the repercussions in this case, and would be taking it extremely seriously and assuring the OP how we were protecting her money/ credit rating and what we were doing to prevent anything like this happening again.

I really hope you get this sorted and stay safe Flowers

LakieLady · 14/03/2019 20:06

This is appalling, and it seems that Barclays keep putting women at risk because of their incompetence. Any GDPR breach is serious, but this goes far beyond that. I hope the press pick this up.

Really sorry that this has happened to OP and so many others.

Malbecfan · 14/03/2019 20:13

So sorry OP that this has happened to you.

I loathe Barclays with a passion. I have found the only way to get them to listen is to go to my not-so-local (as they shut them all) large branch in the SW of England and announce in my very loud northern tones in the middle of the place exactly what they have done to piss me off. They couldn't get me into a private room fast enough.

Bowchicawowow · 14/03/2019 20:15

A good solicitor will represent you to remedy this. It won’t cost you anything as they recover the costs from the other side. Google data breach solicitors.

Original poster
AnchorDownDeepBreath · 14/03/2019 21:52

What a day.

Someone from Barclays senior exec team left me a voicemail at 4:54; she didn't say much other than that they're looking into my complaint and will resolve it within a few days. She's given me her email address "for if I need anything else."

The ICO have said Barclays have not reported this yet, but they've taken all the information from me. They've advised me to put in writing how Barclays can put this right for me, including guaranteeing that they've secured my data and any compensation, and they will investigate. I have no idea what to ask for, I just want this to have not happened.

O2 are seeing what they can do with my phone number. I use it for everything and it is a pain to lose it, it's used professionally too. They can't set up an auto forward without it potentially forwarding his calls too, so it looks like I'll just have to deal with that.

Both the police and my employer have told me not to go to work tomorrow, so I guess I have all day to try and sort this out... I'll do my best to explain to Barclays just how dangerous this is sometimes. They just don't seem to get it...

I feel so numb and exhausted. Every little noise is making me jump. I'll have another read of the comments now, thank you all again Thanks

OP posts:
SMaCM · 14/03/2019 23:07

If they have to pay to rehouse you and notify each of your personal and business contacts of your new number, then they haven't even started to compensate you. Shocking!!!

Celticrose · 14/03/2019 23:31

The ombudsman can tell them what would be a reasonable amount of compensation.

Celticrose · 14/03/2019 23:33

I would look up their complaints procedure online and see how it compares with your experience.

lololove · 14/03/2019 23:49

I was just about to pass on the CEO's email - I'm glad someone else has done that already and that they've replied.

I can't believe their initial response - they really don't realise what they've done, do they!?

Well done to you for being so strong - I hope that this has a positive outcome for you very soon!

Sunonthepatio · 15/03/2019 00:00

@SM@CM that would be a great idea.

notapizzaeater · 15/03/2019 00:01

Wow, they just don't grasp how serious this could be

showmethegin · 15/03/2019 00:22

FWIW. When my card expired a few years ago they sent my replacement, and a letter with the PIN to a house I had advised them 3 times that I didn't live in anymore. I raised hell and they couriered a replacement to my new address the next day and paid me £150 for 'emotional distress'.

My experience is clearly a drop in the ocean compared to yours OP so I hope you wring them for all they are worth. Shocking. Glad the police and responsible authorities are taking it seriously.

LudoFriend · 15/03/2019 00:24

If I were you, I'd be changing banks after that. I'm certainly never planning to use Barclays myself, for both the original mistake and the way they're dealing with this. It's not a simple mistake. It's a humongous f*ck up. Don't let them fob you off, and ask citizens advice or a solicitor for what to say in the letter to them.

billybagpuss · 15/03/2019 09:19

Good update, good luck for today and try and get some rest Flowers

nause · 15/03/2019 09:21

This will put ppl off using Barclays. What a bunch of idiots.

PotatoScallop · 15/03/2019 09:32

Mate, I'm so sorry they fucked up. You must be reeling from the adrenaline.

When any idiot from Barclays executive asks how they can put this right, tell them you now need 24/7 armed security services to keep you safe. Remind them in detail how badly your ex hurt you (if it's not too triggering for you to speak about) and remind them that you had a police escort last time he was a great threat to your life.

WineFlowersWine

ohfourfoxache · 15/03/2019 09:42

At the very least Barclays should be doing what they can to keep you safe. You could ask them to install CCTV?

I’m so sorry you’re going through this x

rosablue · 15/03/2019 10:09

Have the police given you a crime or reference number? Quoting that each time might help to focus their minds on how serious it is.

Likewise pointing out just how many £££ they will be liable for if your ex injured you or worse as a result of their breach, particularly if it went to court and they awarded punitive damages against them.

I would also tell them that you’re recording all conversations with them going forward (and do so). Just so that you have an accurate record of conversations as you’re obviously very stressed at the moment so it is the simplest way of keeping the facts straight. And that while obviously you will only use the recording to help deal with this matter, you are sure that they won’t mind as you know that the bank records all their calls too, so it just means you’ll both have a copy of the call...

MulticolourMophead · 15/03/2019 10:16

That vioicemail strongly suggests they haven't got a clue, have they?

OP, I hope this all gets resolved as soon as possible, and that your ex doesn't turn up and harrass you.

Lambzig · 15/03/2019 10:22

I read this last night OP and am appalled. I have my business account with Barclays and I will move it now. It’s not so much the mistake as human error happens, it’s how they are treating you subsequently.

ivegotthisyeah · 15/03/2019 10:33

I work in financial services and if I'd sent someone's address to another person I'd be in big trouble and I would have to report it and then m company report it.
It's a big issue and they've made a big mistake they are trying to brush it off and they know they will get at big fine.

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