BALANCE GLITCH
Barclays issues update as customers fume that payments are STILL missing from accounts despite ‘fix’
Plus, we've explained if you'll be entitled to compensation
BARCLAYS has issued a fresh update to customers who are still experiencing missing payments after a major outage.
Service disruption began on Friday leaving thousands unable to log into the bank's mobile banking app or use internet banking services.
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Customers are fuming as many say payments are still missing from their accounts - despite the issue being fixed over the weekend.
The outage left that customers unable to check if their salary had been paid into their account or pay their bills.
Although the bank announced on Sunday that the technical issue had been resolved, complaints continue to flood social media today.
Many customers report on social media that their account balances remain incorrect, while others claim that payments are still missing.
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One customer said on X (formerly Twitter): "My balance is still not right?
"I've also not received a payment! When will this be fixed, please?"
Another said: "My balance still hasn't been updated for four days and your 'chat' fails to be of any help."
A third customer said: "You said this yesterday and everything will be updated by the end of the day.
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"But my direct debit went out this morning and I'm now in a £400 overdraft even though I don't have one?
"My other bills won't go out I will miss my payments and could be liable yet you are just using a bot to reply to people on the chat and the app is still not working either."
A fourth said: "I haven't had any replies either and my balance still hasn't been corrected."
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The bank told The Sun today that although the issue has been fixed, account balances may take longer to update.
It was unable to say exactly when all accounts would be fully restored and accurate.
However, the banking giant assured The Sun that all payments will now be processed as normal, despite them not displaying correctly online.
A Barclays spokesperson said: "We are working on bringing balances up to date for some of our customers and addressing any outstanding issues.
"We are very sorry for any disruption and will ensure that no impacted customer is left out of pocket.
"Our call centres and branches are open and we will be proactively contacting customers who may be vulnerable."
Due to the glitch, some customers who have never had a Barclays overdraft may find their accounts incorrectly displaying that they do.
The bank has clarified that this is a result of inaccurate account information caused by the outage.
It assured customers that those without an overdraft facility have not been placed into debt.
Customers who are still experiencing difficulties can contact Barclays on 0345 734 5345.
During last week’s disruption, DownDetector, a website that tracks service outages, reported that over 5,038 individuals experienced issues with the bank’s online services.
More than half of the reported problems—over 50%—were linked to difficulties with mobile banking.
Additionally, 42% of users reported trouble accessing internet banking, while others highlighted issues with checking their balances and processing payments.
At the time, scores of people queued at ATMs across the UK to withdraw what they believed to be "free" cash during the outage.
The hashtag #BarclaysGlitch began trending on social media as bank customers rushed to their nearest cash machines to withdraw up to £250.
Many wrongly assumed the cash was “free” due to their account balances not updating after the withdrawals.
However, a spokesperson for the bank has issued a warning, clarifying that any money withdrawn will still be deducted from customers’ accounts. Those who took advantage of the glitch may be in for an unwelcome surprise.
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 are trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding that 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.
Can I claim compensation for the outage?
Banks do not have to pay compensation to customers if there has been a drop in service, unlike telecoms companies.
If you have incurred extra costs as a result of service issues then you are likely to get your money back.
For example, if a bill payment does not go through because 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 and you receive a late payment fee because you were unable to make a transaction then you should keep a record of this.
If you speak to anyone to try and resolve the issue then write down their name and when you spoke to them, what you talked about and what they advised you to do.
You can find more information 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 are unhappy with how your complaint was handled then 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 decision about the actions your bank must 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 it thinks your bank has done something wrong and treated you unfairly, the FOS will ask it to put things right.
This will depend on your circumstances and how you’ve been affected.
It could include telling the bank to pay compensation to:
- Make sure you do not end up out of pocket
- Recognise the inconvenience and trouble you’ve been through
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It can also tell the bank to take steps to ensure you’ve not lost out any other way - for example by telling it to correct your credit file.
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