Barclays confirms if bank customers hit by online and mobile app going down will get compensation
Read about how to complain to your bank below
THOUSANDS of Barclays customers could receive compensation after a huge service outage left them unable to access their accounts on payday.
Customers of the high street bank have been unable to log into their mobile banking app and Internet banking services since yesterday.
Those who needed to pay their bills or check if their salary has been paid into their account are unable to do so.
DownDetector, a website that monitors outages, showed that more than 5,038 people have encountered problems with the bank’s online services.
Customers have said they cannot access their accounts or send payments.
Yesterday was also the deadline to file an online self-assessment tax return and pay the tax you owe.
If you fail to pay on time, you could be slapped with a hefty fine of up to £100.
A Barclays spokesperson told The Sun it will ensure customers are not penalised because of the outage.
They said: “We’re incredibly sorry for the ongoing technical issues that are impacting our customers’ accounts.
“Some may see an outdated balance, and payments made or received may not show.
“We’re working hard to fix this issue, and customers should not try to make the payment again.
“Customers can use their cards and withdraw cash, and as soon as these remaining issues are resolved, we’ll let our customers know. We will ensure that no impacted customer is left out of pocket.”
Those who have been impacted by the outage should contact Barclays directly to ask for compensation.
You can do this by calling, using their online live chat service or visiting a branch.
The outage began at around 9:45am yesterday and customers have since said they cannot access their accounts.
More than 50% of the reported problems relate to difficulties with mobile banking.
How can I check if my bank is down?
THERE are a few different ways to find out if your bank is experiencing an outage.
Senior consumer reporter Olivia Marshall explains how you can check.
If you’re trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding your online banking is down can be a real pain.
Most banks have a dedicated news page on their website to show service problems, including internet banking, mobile apps, ATMs, debit cards and credit cards.
You can also check on any future work they have planned and what it might mean for you.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.
Meanwhile, 42% of users have said they have had trouble accessing Internet banking.
A statement on the bank’s website said: “We’re really sorry – we’re still working to fix the issues that started yesterday.
“This is taking longer than we’d like – thank you for bearing with us.”
It added that customers can still use their cards and withdraw cash.
But the message also warned that some customers may have problems checking their balance or making payments.
It said: “Some customers maybe experiencing issues making payments – we’re working to fix this as soon as we can.
“Your balance maybe incorrect and some payments you made or are expecting to receive may not show.
Please do not make the payments again. Please bear with us while we correct this.”
Barclays customers have taken to social media to voice their frustration.
One customer said: “I’m trying to pay my tax and your online banking keeps crashing.
“You did anticipate it being a busy day, right?”
Meanwhile, another added: “Just check out the status on the Barclays website and pretty much every service besides the website itself is down.
“This is looking really bad for Barclays imo, they are going to lose so many customers.”
Can I claim compensation for the outage?
Banks are not obligated to pay out compensation to customers if there has been a drop in service, unlike telecoms companies.
If you have incurred costs as a result of service issues, you are likely to get your money back.
For example, if your tax payment did not go through as a result of the outage and you are charged a fee for missing it, you should be able to claim the money back.
If your credit rating is affected by the service outage because you received a late payment fee after being unable to make a transaction, you should also keep a record of this.
If you spoke to anyone to try and resolve the problem, write down their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.
You can find out more details about how to complain on the Barclays website.
Gather evidence of the issue so you can make a formal complaint to your bank directly.
What can I do if I’m unhappy with the compensation?
If you’re unhappy with how the bank dealt with your issue, you can contact the Financial Ombudsman Service (FOS) for free.
The FOS is an independent body that will consider the evidence you present and make a fair decision about the actions your bank should take.
The FOS can usually get involved 15 days after you have raised concerns with the bank.
For IT system outages at a bank, the FOS said the compensation depends on your situation and if you lost out as a result.
If the FOS thinks you did, it has the power to tell the bank to reimburse any fees, charges or fines you were hit with.
For example, this could be if you were unable to make a payment on a credit card bill or to your mortgage provider.
If your credit score was affected by the outage then it may tell the bank to correct your credit file.
You may also get compensation for any additional costs you incurred, such as phone calls or trips to your local branch, as well as payment for the inconvenience caused.
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