Barclays PIN Sentry customer service is a massive FAIL

This is a follow up to my previous rant about Barclays bank customer service.

I ordered my Barclays PIN Sentry card reader over a month ago so I could continue to use my online banking facility. The PIN Sentry card reader it yet to turn up, and Barclays have locked me out of online banking until this turns up. Nice one.

They gave me a special phone number to call, for the PIN Sentry help desk in India or something. Great.

So I call this number, hold for 15 minutes, then get to speak to someone who asks me half a dozen security questions - one of which the lady on the phone claims I got wrong. I know what it was - my mobile phone number - which has changed since I joined Barclays 10 years ago. Well, having realised my error in being honest, I offered to tell her what my old phone number was and correct this error. She refused to let on what question I got wrong (as if my date of birth or mothers maiden name might have changed), she wouldn’t let me tell her the correct answer, and locked me out of further correspondence with Barclays telephone support.

I now have to visit a branch to prove who I claim to be so I can continue to use services which previously worked fine, but they forced me to change - and then failed to process the change. I never actually wanted this PIN Sentry thing.

Barclays if your reading this your customer service fails harder than Northern Rocks balance sheet. You’re going to get dumped. First Direct will offer me £100 to go join them.

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