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.

OP I hope you’re ok, this is awful and Barclays have cocked up big time.

Thinking of you, hope they get their finger out this week and really step up and help you

Quick update for anyone interested...

I stayed in a hotel all weekend. I'm home now because I had a hospital appointment this morning and I may need to go back this afternoon, and I couldn't find any available hotels nearby. I also needed to talk to my employer and get some clean clothes and things.

Employer still isn't comfortable me going in, so I'm using annual leave today because I can't really afford to do anything else. They've been really supportive and were initially, but they don't feel their security can keep me safe if he turns up.

Barclays have said nothing at all since that email on Friday saying that someone from the executive team was looking into things urgently. I have responded twice - on Friday to ask the questions I had initially asked about reporting this and what they intended to do now, and to say that I don't feel that they are taking it very seriously, and today to ask for an update.

I am exhausted, and scared, although the police have been lovely so far and are equally despairing about Barclays so far.

I'm glad you've prioritised keeping yourself safe. I hope Barclays pulls their finger out of their arse soon to at least fund all these extra costs they'd put you through.

What a nightmare for you. Make sure you keep receipts of every penny this is costing you, from the hotel, right down to the coffees in the coffee shops and parking costs. Barclays should reimburse you for all of it, as an absolute minimum. I cant believe they haven't come back with an explanation yet.

Thanks for the update @Anchor - glad to hear you are safe and haven't heard anything from him over the weekend.

Could you pack some clothes and head back to the hotel after the hospital appointments?

Everyone could tweet @barclaysuk to highlight that they’ve given out your details to your abuser. The more that do it should highlight it. No personal details needed.

Sorry if I’ve missed it - did you manage to contact your MP?

for you.

Sounds like the police are switched on about it, so that’s at least something.

*HSBC refuses to let me close the account, or freeze it or take my name off it or put any limits on facilities such as overdrafts, as they wanted his permission. Although I had told them that I was not in contact with him due to his abuse, and that he didn’t know where me & DS were because I had escaped from him. But no, he had to be on the same phone call or nothing doing, computer says no. Or we can go to the bank in person... together.

I explained why that wasn’t possible and they didn’t give a shit. Not their problem.*

That's shocking. Banks should not be allowed to have policies which people in abusive relationships at risk, physically or financially, in this way.

I'm racking my brains to think if/how the joint a/c that I had with my ex was closed, and I'm not sure it ever was. I think it just fell into disuse because it was emptied out and neither of us paid any money in.

I wonder if I should check?

Jesus fucking Christ! I'm speechless!

God they’re fucking shit!!

I really hope they can get back to you soon and at least explain which information they have sent.

Is there any sign of your ex using the new number?

I can honestly say OP that I'm utterly speechless at your thread.

I can't even begin to imagine how you are feeling

I’m gobsmacked at their response or non response .. maybe getting a solicitors letter sent in detailing your grievances & demanding an investigation or whatever they do with a follow up to what steps will be put in place may do the trick ..

Or maybe changing banks but still be on Barclays for breaching of confidentiality etc .. they have to be accountable for their incompetence!
🌷

I tucking hope Barclays are paying your hotel, leave from work and out of pocket expenses.

So far they haven't agreed to pay for anything at all. Their executive team have just replied to say that they are carrying out a "careful and thorough" review of what has happened.

I can go back to a hotel. I'm worried about the costs but I know the police will advise that I do.

The police have my new SIM card and were keeping an eye on my house over the weekend, so when I talk to them later, I should be able to see what they think.

I feel a bit helpless to make Barclays actually do anything here... the call handlers have been lovely but can't intervene if the exec team are involved and the exec team seem to be in no rush.

Thank you all for the support I was hoping the fear would disappear quite quickly but it doesn't seem to be.

Stay safe OP.

Hoping Barclays get back to you soon.

Have you contacted a solicitor?

I would go to the papers with how shit Barclays have been but then again I’m not sure you want your ex reading about you etc. Sorry OP.

At the very least ask their CEO team to pay for your hotel and subsistence (food, laundry etc), the cost of losing however many days work, cost of a new phone contract and a good chunk for putting the fear of god into you. Maybe add on 10 sessions of therapy?

I have to say good on the police though when we so often hear of them minimising DV.

The police have been faultless. So, so lovely. He was seen at my house three times during the weekend, and a neighbour reported suspicious activity once, which they are not certain of but are presuming was him. I've had to pack up and leave home again...

Barclays have responded to say that they cannot, yet, confirm if this has been reported to the ICO. They also cannot yet provide a copy of the letter, and there is no approximation or estimate possible on how long this will take to investigate.

I really wish I could go to the press at this point, but I think it would probably put me at risk unless they'd run it anonymously, and without a sad face I don't think anyone would.

If anyone can think of anything that I'm not doing that I could, please shout - my head is a fog.

Oh my goodness OP - I don't really have any more advice than you've been given already. I can't believe Barclays are being so casual over the whole thing though.

I suppose I'd advise just being a thorn in Barclays side until they sort out what's going on - this should be a priority for them! After all it's your safety & freedom they've compromised. I know you probably don't have the physical or mental energy right now but I'd keep on at them as much as possible.
Can you speak to Women's Aid or similar & see if they can get involved/suggest anything you haven't already tried?
Hope you're ok.

Oh op.
That's horrific. I'd email the CEO again at this point. Listing every precaution you've had to take as a result of their incompetence. And say that a fobbed off answer of they're looking into it is not adequate.

It must be so awful not knowing if it all will get sorted or how long this will go on for.

Emailing the CEO is pointless. All banks have to follow the FSA handbook and procedures on dealing with complaints. Any complaint to the CEO will just sit in his inbox until an assistant forwards it to the complaints team. The CEO himself will not get involved in individual complaints.

You may get more traction by getting the Sunday Times money columnist involved. Banks hate to receive newspaper attention. The address is [email protected] and her name is Jill Insley. She has an excellent record and she can absolutely run your complaint anonymously, she does it all the time. No sadface photos involved.

The opening of a bank account in your name by your ex was fraud. I’m not clear if you have done this already, but if not, you could get in touch with the Barclays fraud team to report the fraud, ask for the account to be shut down immediately and ask them to explain what part(s) of their account opening procedures led to an account being opened in your name without your knowledge or consent. This seems to be a flagrant breach of systems and controls. www.barclays.co.uk/digisafe/reporting-fraud/

As part of your demands, make sure that the bank agrees to restore your credit history so that it is not affected by this incident.

You should also email or call the complaint case handler and update them that your ex has been spotted by the police at your address three times, that your physical security is at risk and that you have had to move to a safe location. Tell them that you are incurring significant costs and mental distress as a result of their actions.

Complaints Case handlers (staff like the senior person who called you on Friday) do make mistakes from time to time, but many of them take their role very seriously, want to do the right thing and are advocates for the customers within the business. Do not see them as an adversary, as they can really help you.

Good luck