Triangle of Death There are three avenues of dealing with Barclays. - Over the Phone - the Chat In the App - In a Branch The phone will refer you to the chat. The chat will refer you to the phone. And lets say you are locked out of the app and cannot access the chat, the phone will refer you to the branch. Now bearing in mind Barclays are closing branches and reducing opening hours for branches, its not really acceptable if you have a major issue Saturday evening and you have to not only wait until Monday before it can get resolved, but you will also have to resolve it in working hours and leave the office. Equally if you raise a complaint with any other company, naturally they can't resolve every conceivable complaint there and then. But when a complaint cant be resolved I would expect them to take details of the complaint and follow up with a written response in say 10 working days should you wish to take the complaint further. The trips to the Branch usually involve dealing with someone who is never quite sure what's going on. Fair enough if they are learning but to then be told to sit down and phone someone, have just been told over the phone I need to go in branch is pretty ridiculous. In Summary: - Barclays customer services will avoid you at all costs. - They will refer you to whoever you aren't seeing. - In every engagement with any representative of Barclays (phone, chat, Branch), once you get past the actual robots you end up dealing with customer service representatives who are so scripted and restricted in what they can and can't do that its like dealing with another robot, having already got past a robot. I have worked in Customer Service, I have also designed automations, and I work in HR for the NHS. and at no point in my career would Barclays level of customer service have ever been acceptable. I would suggest they go into partnership with O2 so they can combine their terrible service, with Barclays terrible customer service.