Sirs**I am fully aware that the Corvid ** crisis is putting enormous strain on all services, and the general public and customers have to do things differently today than a few months ago. That said I wish to make someone aware within your business of some failing that with perhaps some additional thought and some basic training could improve matters for all.**I hold Power of Attorney for your customer Mrs J.R Stanton. Details of her account and her request are contained in the attached letter. **As her Barclays Visa debit card ‘declined’ a payment of just over £*** I attempted to contact your Customer Services team by phone. I remained on hold for over an hour, eventually hanging up and deciding to visit the Barclays branch in Hoddesdon. I checked opening hours on your web site and it stated **.** thru **.**. I arrived at the branch yesterday at **.** and joined the short queue. At about **.** a member of staff, poked her head out of the door and said ‘we open at **’, and closed the door. **At **.** noon I returned and joined the long queue. After about ** minutes and getting closer to the entrance, I along with others was asked what I required. I informed the lady, and was told there was no F*F service. Asking again how I might resolve the issue, she said “telephone customer services”. I explained I had, she “said they are busy”! I said “why cannot I not speak to the counter staff”, she said Ok you’ll have to wait. ** min’ later I was allowed into the branch and the counter staff lady did what I asked, excellent. I also stated the issue with Mrs Stanton not having a PIN, she said, “You need to write”. So I wrote the letter as attached.**This morning I returned to your Hoddesdon branch with the attached letter on seeing the post box was covered, I asked the lady ’door keeper’ if I could hand her the letter. She said ‘no we don’t take letters’, I asked if would be just pass my letter to a member of staff. She said “show me the letter” opening the envelope she read the letter and said “you need to call customer services”. I said I had, and only yesterday was told to write, she without any level of politeness, handed me the letter, and I said “where do I send the letter”, she said “I don’t know”. At this point I (sarcastically) thanked her for her help, and wasting my time.**Here are my suggestions.****Update your web site to have correct opening hours and the number of counter staff ***If mail isn’t being accepted say so within the web site***‘Gate keeper staff’ trained*coached in basic customer communication and how to be helpful and try using ‘please’ and ‘thankyou’ as it is a common curtesy ***More staff manning Customer Services phone lines***Actual Customer interaction doesn’t match your TV advertising message**I really don’t expect a reply to this, but I will inform you that I together with Mrs Stanton have been Barclay’s customers for many years, and although our finding an alternative bank will not bother you much, times ahead are going to be difficult and losing once loyal customers is to be avoided.*Lastly where do I send the letter?**M.F.P Stannard
GetHuman4880409 did not yet indicate what Barclays (UK) should do to make this right.