Barclays has issued a statement to customers after an IT glitch caused chaos for customers
Barclays is facing up to a huge backlash from customers over an IT fiasco as it finally began to bring to a close a mass outage. The bank plunged customers into chaos on Friday morning as online and mobile banking services crashed.
After a deluge of customer complaints, the banking giant announced this morning that “technical problems causing disruption to Barclays services have been resolved”. Now the bank is facing up to possibly the biggest PR disaster the firm has faced in years.
The tech woes had left people unable to access their accounts, while some were forced to hand back groceries to delivery drivers on the doorstep. It even saw a family left ‘homeless’ when they sold their home but found themselves unable to complete their onward purchase due to the service outage.
Barclays has now advised that account balances are being updated and any ‘outstanding issues’ addressed. Yet trust may take longer to restore for affected customers.
A spokesperson for Barclays stated: “The technical issue impacting our customers on Friday and Saturday has been resolved and delayed payments processed. Customers can use our app, bank online, call us, use their cards and withdraw cash. We are working on bringing balances up to date for some of our customers and addressing any outstanding issues.”
They added: “We are very sorry for any disruption and will ensure that no impacted customer is left out of pocket. We are keeping our call centres open for longer this weekend and we will be proactively contacting customers who may be vulnerable.”
Customers have been thrown into disarray since Friday due to the major outage. Scrolling through social media reveals stories of frustrated customers having to give up their groceries at the door as they couldn’t cover the cost, parents struggling to feed their children, and many being reduced to tears.
Barclays has assured that no one will be financially harmed by the system failure. On X- what used to be Twitter – the bank has faced immense criticism over the past 48 hours.
Customer service personnel have been tirelessly replying to furious messages about failed transactions. Brod Hart said: “I’m a business and personal customer for 40 plus years. After the arbitrary removal of all overdraft facilities over the last 12 months then childish emoji filled responses to my questions regarding that. And now this. I’m shopping for a new bank this week.”
Jenny Stafford lamented: “I can’t make payments to anyone because I am still waiting for my wages. I bank with Halifax but my employer is with you and payroll has been trying to pay us since yesterday. Sort it out: I need gas and food and petrol.”
Despite Barclays indicating users could continue to use their cards during the outage, Shane Parkinson’s experience suggests otherwise. He said: “Can you stop telling people that they can use there card when you can NOT, just declined mine online, phoned up and no help at all. Utterly useless.”
Hodd the God vented: “This is unacceptable. I can’t transfer any money to get it from a cash machine. I’m totally stuck.”
Ady Barkess was equally frustrated, exclaiming: “Appalling. Even when your app works, banking the odd check is dreadful.”
“Sort yourselves out. Rubbish.”
The situation was widely mocked as a “joke” with many customers slamming the bank for its sluggish response. Adam, another user, shared his predicament: “Trying to sort out my car insurance. This is a joke! ” “People have important things to pay for! Car and House insurance, Council Tax, Gas, Water and Electric. Once this is sorted EVERYONE deserves compensation.”
