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Review of the Barclays, Help to Buy ISA:

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I have a six year history of utterly awful customer

I have a six year history of utterly awful customer service. I have a disability that makes it difficult for me to do anything over the phone because of an information processing disorder, but I'm not deaf. Getting Barclays to understand that has been a complete nightmare. I've made so many complaints, and even had to complaint to the financial ombudsman service because of this. And still, six years later, they have the wrong information about my disabilities and how they can support me. Then there's the issue with their banking practice. I moved all my money to my LISA, via the bank account at Nationwide that I paid into the ISA I had with Barclays, but they blocked the transaction. They wouldn't unblock it by talking to me via their live chat, because that would be to convenient for my disabilities. They would only do it by phone, the only communication I can't do it by, and they know this. We'd had years of complaints about this fact. Eventually they said I could come into a branch, but none of them had availability in my area for months. I had to go much further afield to cut that wait time done to weeks. And it was a waste of time. Everything they asked me they could have asked via the live chat. It didn't need to be a verbal conversation. I didn't need to wait for weeks to get access to my own money again. But they forced the most inaccessible option to do this even knowing my disabilities and my communication preferences. I thought I was at least done, and the account would be closed. It wasn't. I found out a couple of days ago that it was still open, even though it should have been closed in December 2024. The same issues with their discrimination were still there. They still had completely incorrect information about my disabilities and support on my account, and all my previous complaints had been removed from my account. So I was right back at square one with their customer service, which is a nightmare I didn't need. It's been more than two days, they still haven't corrected the information about my disabilities and the support they should give, and they still haven't closed my account. They said they had, then a day later, they said they needed the same information I'd give them several times already in order to close my account. What's even more stupid, is that I'm talking to them via their app to use their live chat. They ask me for my name, my email, and my phone number as proof of who I am. All information that can be got from going to my profile on the app, which makes it these most stupid set of security questions to ask, and I told them that, again. I'd been telling them since 2020. If you're going to ask for security questions to someone use them app, who has managed to log into the app, yet you think this might be someone other than the account holder. Don't ask for information that's freely visible on the very same app. Reviewed on: 11th April 2026

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