chrism20

Snap!

My initial complaint was logged onto Trackit on 25th July although it had been ongoing for at least four weeks before that.

I received the holding letter telling me that they would be in touch within four weeks, they weren't so I went on the phone and was on it for almost ninety minutes.

I eventually spoke to the person dealing with the complaint the following day who managed to rectify some of the issue and the rest was passed to an IHG specialist to deal with as they couldn't answer me - this was about the lack of things tracking, no transparency of where the points were coming or going etc etc. I was told that this would be logged as a separate complaint and that I would hear from them within fifty six (56!!!) days, she was rather bluntly told this was not on and that it was one complaint and I expected it to be dealt with promptly. This was 1st September when I uncovered that the card had previously been managed by a third party and Barclays had omitted to tell me this.

I've since received a letter closing down the initial complaint even though it isn't closed and surprise surprise I have not received details of the new complaint reference number and it is not on trackit. The closure letter does say that another complaint was being opened though.

I'm off to Newcastle in the morning but will be back home by early afternoon, if I'm organised I'll give them a call and chase it up. I'm guessing that the new complaint hasn't been opened hence no trackit number etc. There were a few other issues with my account on top of the generic stuff and this has been sorted, I've already had around £140 credited to the account already for inconvenience and apology for being lied to (long story). I've just checked on the private messaged on the Barclaycard system and the first time I contacted them regarding these issues was the end of June so we are looking at twelve weeks already. if they think I am going away quietly they are deluded.

George K

Have been patiently waiting for this card to relaunch but the complaints have been stacking up by those who do have it. It's giving me a moment of pause... and I think Barclaycard is going to miss out on my business, even if it does eventually launch to new customers.

chrism20

When it does launch I'd imagine that there will be a cracking bonus on it and tbh there are only a few issues, If they can sort them out the card will be fine.

I've got two other barclaycards (normal ones no loyalty offers on them) that I use for work with different clients etc. I've had them both at least five years and never an issue.

I think they have rushed the changeover and not thought it through properly. They will get there with it I hope!

Tintin_on_the_road

Looks that the new application page is about to be launched:

http://www.barclaycard.co.uk/persona...ds/ihg#tabbox0
http://www.barclaycard.co.uk/persona...remium#tabbox0

With premium the advertised benefits are:
* 20,000 IHG® Rewards Club bonus points with your first purchase within 90 days of account opening
* Earn 4 IHG® Rewards Club points per £1 on all spend at IHG hotels and on spending abroad
* Earn 2 IHG® Rewards Club points for every £1 on your everyday spending
* Receive a free night voucher valid at over 4,700 IHG hotels worldwide if you spend at least £10,000 per year (terms and conditions)
* Guaranteed IHG® Rewards Club Platinum Elite status with the life of the card

Raffles

Don't click the links on an ipad or it won't work! Wierdly, the Hilton card is still not available via the mobile site despite having been on the desktop site for a while.

chrism20

Looking at those links I actually think I like the look of the standard card more than the premium one, they should give you the option to pick.

charlieduke

My double points for August didn't appear in my statement. I phoned Barclaycard last night to ask why and quoted the offer from the Ihg site in August. The customer service agent told me that Barclaycard was only giving 4 points per overseas spend. I told him that I only spent on the Ihg card in August because of the offer and that I could have used other credit cards I have. In fairness, he was very sympathetic and told me that he would ring me back on 10th October after mentioning this to his bosses. ( I did take his name !! ) I suggest that those who have had less points than they thought they would receive, should ring up.
There must be a breach of advertising here ?

chrism20

The 10th October? They are having a laugh.

Scroll back a page or so, I've posted the number for their customer service centre in Liverpool. They aren't frontline CS, they deal with complaints.

My meeting overran today so didn't have time to call but I'll be done by lunchtime tomorrow and they are high on my list!

I wonder if IHG are aware of this shambles? I'd imagine there must be some brand damaging clause in the contract somewhere.

EDIflyer

@charlieduke yep - chrism20 and I both have formal complaints in with IHG on this very issue - bonkers that they'd advertise this without having coded it properly on their system. The other big issue is the lack of clarity around the points that you receive each month - unlike before there's no way of going back to check previous months and it also doesn't provide a breakdown of how they calculate it.

chrism20

Funny you should mention this, I is on the phone as we speak.

On hold atm should be interesting to hear what they have to say now.

Another number for the Customer Relationship Unit (Northampton) is 0800 056 0843

chrism20

Well after having spent seventy minutes hold the on hold message switches "We are unable to take your call today due to an emergency situation".

Therefore there is no new news.

chrism20

Update after another forty five minutes on hold I eventually spoke to someone who confirmed what I had thought - the second complaint was not opened when the first one was closed. They said that they would raise a new one today, I was quite blunt when explaining this was not acceptable but was told that it was all they could do today.

So I then messaged the barclaycard page via facebook messenger and had someone on the phone within fifteen minutes. Not sure if it was the rant about the two hours on hold or the request for contact details for the CEO and Director of Customer Service that has done it. They have however contacted someone in Customer Relations and managed to reopen the initial complaint as they agreed with me that it should not have been closed to start with. They also agreed that the changes have been a step backwards rather than forwards and that it has created additional work as people are messaging regarding how much they have spent and points etc.

So now the initial complaint has been reopened I should hear from someone next week and was advised that if I have any further issues with the call centre I should message them on Facebook as they can push it up.

So my recommendation is get sending facebook messengers about the issues, the more people that do the quicker we may see some action.

I also raised the double points and explained about the email and they confirmed that this is an IHG promotion rather than Barclaycard as the email would have came from them otherwise. So it looks like it's IHG for the double points. I don't think I can cope with that one this weekend, I'm ready to reach for the Scotch just dealing with Barclays.

EDIflyer

You definitely deserve a Scotch after all that, Chris

voodoofish

After reading this I found the original email and realised that it was from IHG, so it does seem to be their promotion not Barclays. I rang up IHG Rewards club, they seemed very confused and at first transferred me to Chase credit card After I rang back IHG Rewards Club, they put me on hold for a while but then said they are going to have to raise a case as their link to Barclaycard is down and they have no information on the promotion... I did point out it was IHG's promotion not Barclays, but it didn't help. After I insisted, they let me forward them the email about the promotion and said that they would get back to me in 3-5 working days.

chrism20

Yeah it's definitely come from IHG, from what I can see the email does not even mention Barclays at all.

Hopefully the call centre will be able to shed some light on it but I'm guessing you might be told to allow 6-8 weeks for the extra points. On the bright side it's the end if September so we are halfway there.

One thing though the promo email says double points during August if it is IHG how will they know how many points to give us as the statements don't run in calendar months?