Barclaycard: Creating A Bad Online Customer Experience

[UPDATE 28.10.09: Barclaycard have now rectified this problem on thier site, hurrah! Much kudos to Kerryn from their PR team for getting in touch and helping me out – I know how tough it can be responding to customer service related enquiries as a PR.

The website issues have been resolved and the troublesome fields that were stoking my frustrations have now been made optional rather than fixed, which means that the Londoners without a county to enter now won’t find their progress is halted.]

Barclaycard’s Online Customer Experience is rubbish.

When I was at University I went to a student fair and found myself lured by the seemingly easy credit on offer from Barclaycard. £450 extra to pay for all my books that I wouldn’t otherwise have been able to afford – lovely.

Five years on I am still paying off the books and nowhere near clearing the debt. This is not the issue I have, indeed it’s taught me a valuable lesson: don’t get a credit card.

I found it laughable that in this digital world in which we live, it is so difficult to make minor changes to the way I choose to give money to Barclaycard.

A simple payment process is complicated by different security hurdles which force you to remember various different passwords via different screens.

My frustration at this process was confounded when, after several attempts to make a payment and my card being refused (why I do not know), I gave up and setup a direct debit.

I do not like using direct debits as I find they are restrictive when trying to juggle monthly finances. I do not like being forced to take one option over another because of a technical fault.

Being a green type, I thought I’d change the way I receive my bills to non-paper, requiring me to change the address to which the card is registered (it’s still at my old house). Using the change details screen I entered my new address, only for it to be refused. I tried again, once more it was refused, despite each detail being correct. The form requires you to enter a Village/Area or Town/City and then a County, based on details from a ‘find address’ function. London is my county, so I tried just entering this, but to no avail. I tried with both City and County as London – no joy. I tried various other combinations but these were not accepted.

Can it be so difficult in the 21st century for a financial service provider to make a fully functioning and easy to use website to complement the outrageous charges they hit the consumer with?

22 thoughts on “Barclaycard: Creating A Bad Online Customer Experience

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  13. Hi Matt,
    Kerryn from the Barclaycard Public Relations team here. Sorry to hear about your frustrations, have you tried raising this issue with our customer services team? They can be reached on , or via . Or, reply to this comment with your email and we can take this offline and look into it for you.
    Thanks,
    Kerryn

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