'Barclays has locked me out of my £5k savings for three months - ever since I was transferred from ING Direct'
For many years I happily operated an online savings account with ING Bank.
But things went drastically wrong when my account was moved to Barclays after it took over the savings arm of ING at the end of May this year.
Correspondence was sloppy and the amount coming through was, I think, a little overwhelming.
Savings scramble: Since my savings moved from ING Direct to Barclays, I haven't been to access my money
I eventually received a card reader but the separate PIN was unreadable. I phoned Barclays to explain this and the initial problems - and ten days later another PIN arrived. Again, it didn’t work.
I contacted Barclays via their web chat system on July 1. I was assured things would be sorted immediately and I was put through to the complaints department.
I received a written reply from Barclay's dated July 4 stating the investigation would be completed by July 28. But on that date another letter arrived saying it needed another month.
I had online 'chats' with another operator and again was promised action which would allow me to access my money. No such luck.
When I left the UK to live full-time in Spain, I moved the account details to my brother's address in Brighton, again with ING with no trouble.
But now twice I have been promised the complaints department would phone me in Spain, and have deliberately stayed at home but in vain.
It is now almost three months since I have been able to access my savings of nearly £5,000. Can you help? D.E, in Spain.
Lee Boyce, savings correspondent at This is Money, said: In 2012, ING announced it was selling its UK mortgage and savings business to Barclays. The purchase was completed in 2013 and the business was renamed Barclays Direct.
Nearly 700,000 savers and 40,000 mortgage customers have been migrated between spring and summer this year to the Barclays platform. That is not an easy process and it appears you have been one of the unfortunate minority who have faced a problem.
You could forgive the bank for a small number of problems during migration, but it’s the length of time to deal with your complaint that really stands out.
A Barclays spokesman said: ‘The switch into existing Barclays accounts took place over several weekends, and I’m pleased to say the process went very well. The migration of accounts concluded a few weeks ago.
‘It is unfortunate that on this occasion for Mr E the resolution of this matter fell short of the standards he should expect to receive from Barclays.
‘I note the customer has mentioned that he felt the correspondence provided on the migration was “a little overwhelming”. I appreciate the feedback but it was important customers were aware of every step along the way on the migration process to help make it as smooth as possible.
‘We have apologised that the PIN was unreadable and the matter took an unnecessarily long time to be resolved. In recognition of the inconvenience caused, the customer has accepted a gesture of goodwill of £200.’
Lee Boyce adds: In fairness to Barclays, it dealt with the problem fast once This is Money alerted it to your plight.
You are happy to accept the compensation and have been promised access to your account by the end of the week, once the new PIN arrives.
You also kept records of times/dates of telephone calls and web chats so Barclays could investigate in depth – it is always worth making notes of these so those handling a complaint can find the root of the problem.
It has also suggested to change your correspondence address to the one in Spain in branch when you next visit the UK.
Most watched Money videos
- The new Volkswagen Passat - a long range PHEV that's only available as an estate
- 'Now even better': Nissan Qashqai gets a facelift for 2024 version
- BMW's Vision Neue Klasse X unveils its sports activity vehicle future
- MG unveils new MG3 - Britain's cheapest full-hybrid car
- German car giant BMW has released the X2 and it has gone electric!
- Mini unveil an electrified version of their popular Countryman
- Steve McQueen featured driving famous stunt car in 'The Hunter'
- Skoda reveals Skoda Epiq as part of an all-electric car portfolio
- How to invest for income and growth: SAINTS' James Dow
- How to invest to beat tax raids and make more of your money
- BMW meets Swarovski and releases BMW i7 Crystal Headlights Iconic Glow
- Iconic Dodge Charger goes electric as company unveils its Daytona
- BUSINESS LIVE: Anglo American snubs BHP bid; NatWest...
- Greek energy tycoon hails London as premier financial hub...
- Is it time to cash in on the GOLD RUSH? Mining stocks...
- Czech billionaire trying to buy Royal Mail takes 20%...
- Anglo American snubs 'opportunistic' £31bn BHP bid
- UK cybersecurity star Darktrace agrees £4.3bn private...
- SMALL CAP MOVERS: Filtronic shares skyrocket following...
- ALEX BRUMMER: Darktrace sale betrays whole Cambridge...
- SHARE OF THE WEEK: All eyes on Apple with Big Tech...
- New private parking code to launch later this year that...
- NatWest follows rivals with profit slump
- Darktrace takeover lands Mike Lynch £300m and chief Poppy...
- I can barely recall 'Tell Sid' share offers of the 1980s...
- MARKET REPORT: Google owner's value hits $2,000,000,000,000
- Pearson's boss given a bloody nose as shareholders...
- INVESTING EXPLAINED: What you need to know about high...
- PWC partners choose another man to become their next leader
- Sitting ducks: Host of British firms are in the firing...