20 February 2013 -
Bungling Barclays Customer Services Department has scored an own goal
by launching a bizarre and unwarranted attack on a representative of
consumer group iRateiSlate, and on its website, in the past month.
Barclays' customer service agent turns on consumer spokesperson
original incident involved a Barclays' agent allegedly becoming rude
and aggressive toward iRateiSlate's spokesperson, who had made a
courtesy call to the firm regarding a consumer complaint received
against the high street bank. Commenting
on the shocking reaction of Barclays' agent, Marlon Naidoo, founder of
iRateiSlate, stated, "It was no surprise that the service lacked quality
at Barclays, but what surprised me was the fact that although the
representative was made aware of our campaign to improve customer service levels, it still did not deter him from giving us poor service."
Malicious email containing false contact details originated from Barclays' equipment
attack escalated when the Barclays customer service agent apparently
sent a malicious email to the consumer forum, discouraging other
consumers from using it. Attempting
to engage with the 'consumer', iRateiSlate's team discovered that both
the email address and the telephone number supplied were false,
techniques that saboteurs use to remain anonymous. The forum's technology department followed the trail back to Barclays.
High street bank forced to apologise to iRateiSlate founder, upholding his complaint against it
subsequent investigation by the financial institution confirmed that
the email had indeed been sent from one of the company's sites. The
bank further confirmed that it has upheld the complaint that Marlon
Naidoo, founder of iRateiSlate, had lodged with it, apologising
unreservedly for the treatment that he, and the organisation, received.
Customer relations manager applauds campaign to improve customer service levels
Mr Naidoo's campaign to improve customer service levels across the UK, a
senior manager from the bank's customer relations department has stated
that the views expressed by the member of staff concerned do not
reflect the company's policy, and that the bank takes consumer feedback
very seriously, whether good or bad. If,
however, a member of staff is able to use a financial institution's
equipment to send malicious communications, bearing false contact
details, there is clearly a significant problem and a cause for concern. The
bank's reminder that Barclays is required to "adhere to strict
regulations which are governed by the Financial Services Authority" only
emphasises the seriousness of the situation.
Questions raised about practices at the bank
the very least, the entire debacle suggests that Barclays has woefully
failed to provide adequate training to its customer service
representatives. At worst, it raises the fear that other malicious behaviours may be taking place under the management's nose.
customer service has not only sapped Consumer Confidence but has seen
the demise of several Multi-National chains in 2013 like Republic,
Jessops, HMV and Blockbuster", said Mr Naidoo. We have designed this
platform to help companies improve customer service levels, Restore
Consumer' faith in the UK Marketplace and Give Company's the opportunity
to convert negative feedback and retain those consumers that they would
have lost to their competitors. If a company has provided sub-standard
levels of customer service to a consumer, that business should be given
the opportunity to engage with the customer, and to resolve the
is not known if the agent is still offering his particular
interpretation of good customer care to unwary Barclays' customers. The
organisation is adamant that attempted sabotage by any company will be
dealt with severely.
iRateiSlate is a Brand New Digital Platform designed to improve Customer Service Levels. The aim is to resolve Customer Complaints, restore consumers’ faith in the UK marketplace and give Companies the opportunity to convert Negative Feedback into Positive Ratings.