From: khalid ali <[protected]@yahoo.com> To: "complaint.[protected]@financial-ombudsman.org.uk" <complaint.[protected]@financial-ombudsman.org.uk> Sent: Monday, September 23, 2013 5:20 PM Subject: Barclays Egypt Complaint Dear Sir/Mme, I am just trying to express my great sorrow about the lack of confidence and neglecting feelings i passed in while communicating with your respectful team working in Egypt especially Credit card team (Sales, activation, telesales and Customer service teams) I am really annoyed, astonished and regretting that i have issued your Golden Visa card through one of telesales team who i couldn't remember his name especially when i compared this with my own experience working in Banking field for more over than 6 years in Egypt as a call center Rep. in (BOA bank, ABC bank and AUB bank) then as a call center team leader and Supervisor in (ABC bank then AUB bank) All of those banks were really doing a great job in terms of Customer service however they might not be considered a worldwide bank like your respectful organization I got also astonished when i compared the level of Customer focus and importance with my current job as High value Customers Supervisor in one of telecom companies here in Egypt or even when i compared same level with your Competitor bank CIB who i am already now a Customer in since 7/2009 and already have dealt with them in all retail products from debit accounts till credit cards, personal loans and auto loans and really i don't remember if i faced any troubles with them My complaint begins since the 1st day i communicated with your branch in Egypt by a telesales call from someone from telesales team i can't remember his name for sure nor the date he called me nor the number he called from and below i can tell you why The call was targeting me to issue a credit card might be from 2 or 3 months before the card issue which issued on 6/13 The thing let me though about Barclay's Golden card was the offer Free issuing for the 1st year Free yearly fees for the 1st year the most imp part was the installment on number of months free of interest and the only condition he stated about this is to call the call center 1st we tried to manage an appointment many times to pick up my documents but in vein and frankly speaking that was because of mine due to my working hours and sometimes due to our political conditions that period Finally he came to me and got the papers and promised that issuing Cycle will not last more than 7 Official days which doesn't happen and issuing took almost one month!! During this month and after passing about 2 weeks and getting a lot of other telesales calls from other agents targeting the same target of credit card even till now and which i was very patient with all of them as i knew that in some telesales operations especially here in Egypt there is nothing to do with those interrupting calls Any way when the delay exceeded the 2 weeks i called the call center as i knew already that investigation needed have done since a week ago with no feedback i tried to mention that i was having some circumstances and i need the card for the installment option but that was in vein with the rep who even refused to send an email to the card center asking about my case that's why i asked to be contacted by Supervisor what was also refused by the agent at 1st till i insist to be contacted on spot and left on hold and she informed me that the team leaders will call me within 1 hour and finally i told her but please let him do i have been contacted already and the team leader finally advised that he will escalate the case to the card center Finally some one from the card center called me a day or 2 days later to confirm with me some data which was meant for me that the card is still not issued !! i asked her about this and she told me that this will take another one week and at the last of the call she was confirming with me the price of the issuing fees which i was educated before that it was a free issuing and activation fees card for the 1st year i directly asked her to stop the card issuing and to cancel it and she really don't mind i called the call center again same day to complaint from the sales, agent refused to register my complaint or transferring me to supervisor and also don't mind from my request of card cancellation After some days i've got a call from sales supervisor or retention supervisor asking me why i did decide to cancel the card and that the delay was because they want to issue me a free card...etc i was on hospital with my mother and it was our turn i apologized for him and he promised to call back after one hour, he didn't do and card issued as a free issuance card Delivery company called me to give me the card and after also 3 or 4 trials and appointments but the delay reason that time was from them they finally gave me my card which and after all of this i was still happy that i got it even without the pin code which I received it after may be 3 or 4 weeks after a very long loop i was happy as i was expecting that i might need it after a while for the feature of the installment interest free i knew from your rep and that' s why i didn't activate the card and let it with me till i need to use it After some time someone from activation called me to activate the card and resend me my pin and after i confirmed with her that this won't put any charges on card i approve the activation and today i was astonished when i got a message of mini statement that i have charged with an amount that must be paid before 6th Oct and got astonished again when i call the call center and knew that it's the card fees which put on the card directly after activation Also this is not my target to complaint i was already decided to complaint from another issue since a while but unfortunately i was having no time but what i have knew today push me to do the most important complaint for me was when i called your respectful call center at 1st week or may be 2 or 3 days later this month when i was doing my car service in the official service center, i was travelling the following day and was seeking to pay by the installment feature i knew from your sales rep agent told me that there is no offer of installment without interest and the only offer is with only 3 months interest basis and also i am not eligible for it i asked her to transfer me to the supervisor at once i has been already transferred to someone addressed him self that he named Mohamed Mahdi the shift leader who asked me about the sales name and once i told him that i don't know his name he told me to send an email to an email named invoice and that nothing will be done because i can't remember the sales name and that he can't do any thing for me neither to raise any escalation i really was shocked by this reply, i know very well that all calls are recorded and even if it wasn't, there is for sure something could be done from a supervisor or a shift leader in a firm like Barclay's bank for an angry customer passed by all of this rather than this metal tone i am always receiving when i called your call center in each time i urge your fast action and response to this complaint for nothing but saving your image I’ve already decided to buy the full amount and close the card and issue another one from my bank CIB or fetching any other installment card but i am really astonished and disappointed from the image i got about Barclays On a separate note i want to drag your attention that i told this Guy that I’ll complaint on worldwide Barclay’s website and he did nothing Waiting to hear from you BR Khaled Nahtawy High Value consumer Supervisor Etisalat Misr [protected]