0:01
welcome to barclay card worried about money whatever your situation we are here to help
0:08
for additional support search barclay's money worries online to use our automated telephone
0:15
banking service press one for anything else it's two did you know you can check your balance
0:28
make a payment or update your details via our app or online banking to find out more visit
0:35
Barclays ways to bank online alternatively please continue to hold just to let you know the quietest
0:46
times to call us are usually between 11 a.m. and 4 p.m. to help us get you to the right team as
0:54
quickly as we can please enter your Barclay card number for security will then ask for your
1:00
passcode or date of birth if you're calling from the mobile phone number we have on record
1:05
then we'll match that automatically sorry please enter your card number thanks i'll just find your
1:43
details i found your account please enter your six digit passcode if you don't know it press star
2:00
Thanks. That's done. I'll just get your balance.
2:09
The current balance on your IBCM Platinum card is 6,160 pounds and 97 pence.
2:16
Your credit limit is 5,900 pounds.
2:21
The balance of your July statement is 6,160 pounds and 97 pence.
2:27
Your minimum payment is 544 pounds and 14 pence,
2:32
which is due on the 10th of August.
2:37
You're at the top menu.
2:38
For balance and available credit, press 1.
2:42
Recent transactions, 2.
2:44
Pay a bill, 3.
2:46
For credit card PIN, 4.
2:49
Or, for something else, please press 0.
3:29
that with the ongoing impact of cost of living, your financial circumstances may have changed
3:34
recently, we're here to help. Please let us know about anything you may be concerned about,
3:39
and we can explore options that may be available to you.
5:15
Thanks for waiting. We'll get you to our customer service team as quickly as we can.
6:16
Thank you for calling Barclay Card. My name is Hemant Shoo. May I have your 16-digit Barclay Card number?
6:22
Yes, it's 4929-1571-7721-4002.
6:35
May I have your first and last name?
6:37
Penham Raff Raff.
6:39
Thank you. I'm pulling up your details, sir.
6:49
No problem. Thank you.
6:51
Meanwhile, may I know the reason of your call?
6:54
It's about my missed payments and I was going to ask if I can have 30 days breathing space to catch up.
7:02
Sure, I'll help you. Just one minute.
7:03
But I have your details over here, sir.
7:12
The balance showing on this card is £6,160.97.
7:16
Yes.
7:17
With a minimum payment due of £544.14 and arrear is of £407.58.
7:24
Yes.
7:25
This card is behind on the payment, sir.
7:27
So, yes, how may I assist you?
7:28
It is possible that I could have 30 days breathing space.
7:32
I've got some other credit cards as well
7:34
and I'm trying to work out the best way to get them all under control and paid off.
7:40
But I'm just talking to all of my creditors to try and arrange plans at the moment.
7:47
And for your card, I'm sure that I can bring you up to date in 30 days, but not before.
7:54
Certainly, I'll try to help you on it, sir.
7:56
And may I know, apart from Barclay Credit Card, do you have any Barclay...
8:00
mortgage or any other Barclay credit card? No I don't. Just a few things I will be asking you sir
8:07
to understand your situation and try to help you with the right support. Okay. So may I know what
8:12
happened what went wrong with you that you are struggling? Well actually I have a problem
8:19
swallowing food a condition called achalasia and I work self-employed it's affected my performance
8:26
but I'm much better now I couldn't deal with anything for a few weeks I wasn't able to
8:30
eat or drink water but I'm much better now and I'm trying to take everything under control
8:37
I'm returning to work as well and my income should recover from this point going forward.
8:46
Okay it's achalasia you're struggling with? Yeah that's right. That's something related to
8:55
swallowing disorder yeah? Yeah. I'm sorry to hear about.
9:00
Good to hear that, sir. May I know, how are you right now? How are you doing right now?
9:03
I'm all right. My voice is a bit affected, but I'm fine. I'm much better for now.
9:08
Good to hear that, sir. And I really hope that you recover from this as soon as possible.
9:13
I'm hoping it goes back on track.
9:15
Is this a long-term illness or it's a short-term health condition?
9:18
It's a very long-term illness, actually. It's lifelong.
9:23
But it's treatable.
9:24
Good to hear that, sir, that it's treatable. And I really hope that everything will be fine with you.
9:31
And as you shared about your health information, sir, this is one of the sensitive information you shared with us.
9:37
With your permission, I can add your support and adjustments needed onto your account.
9:42
This allows us to support your banking need and tailor our product and services appropriately.
9:47
You can change or remove this at any time by letting us know.
9:51
So are you happy for me to add this to your account?
9:54
Yes.
9:55
Is there any specific support you're looking for, sir, to make your banking easier with us?
10:00
I don't think so, just on this occasion with me being behind a bit.
10:04
If you could allow me the 30 days, I'm sure I can take care of it on my own.
10:09
I'll help you with that.
10:10
And one more thing, sir.
10:12
May I know, there are some great charities and third-party organizations
10:16
who may help you in this situation.
10:18
Would you like to explore them?
10:20
I've had a read of some information from them already, yes.
10:22
Thank you.
10:24
And, sir, one more thing, sir.
10:25
As you're informed about your health condition,
10:27
may I know when would you like to review this situation?
10:30
Maybe never in three months, in six months, in nine months, or at least.
10:35
Okay, never.
10:38
Sir, may I know, like Barclays Group has taken over the Tesco Bank as well.
10:43
So may I know, do you have any product with Tesco Bank?
10:47
No, I don't.
10:48
All right.
10:50
And as you told me, it's due to your health issues,
10:52
your performance was dead, then you work as a self-employed.
10:58
Yes.
11:00
And may I know how long you expect this financial difficulty to last, sir?
11:04
It's already improving, so maybe three more months.
11:07
Up to three months, okay. Just one minute, sir. Just one minute.
11:29
No problem.
11:45
And may I just confirm with you, sir, because as a lender,
11:49
we understand you may have some important bills,
11:52
such as rent, mortgage, council tax, utility bills, and additional creditors.
11:57
Yes.
11:58
May I know you are up to date with your...
12:00
Priority bills and other creditors, not including your Barclays product?
12:04
That's all up to date.
12:06
My wife helps to cover it, so it's fine.
12:10
And do you have any other borrowings apart from Barclays card, sir?
12:13
I have a Nationwide credit card and a Virgin Money credit card.
12:17
Are you up to date with them?
12:19
No, they've given me the 30 days as well.
12:22
So I'm seeking to resolve all of them within 30 days, I hope, including yours.
12:29
And have you made any agreement in place with them that how you're going to pay them?
12:34
No, to be honest, it's only a few hundred pounds also in each case.
12:38
So I think I'll have no problem in 30 days to settle their accounts.
12:44
Sir, if you want, I can recommend you to speak with a debt management company like Business Debt Line.
12:49
Do you want?
12:51
No, it's all right. Thank you. I have read information already.
12:55
Okay.
12:56
No, like...
12:58
I can recommend you to speak with a business...
13:00
deadline and i can apply the 30 days hold on this account if you enter into any solution with debt
13:06
management company in next 30 days you can call us back and let us know about it okay yes why not
13:13
yes okay but before i do that sir i'll advise you that having a conversation with debt management
13:20
company won't impact your credit score but agreeing to a debt management solution they offer
13:26
for good it is important for you to understand that any debt management solution you agree
13:31
it must include all of your unsecured debts like personal loan store cards credit cards and
13:37
overdraft if you agree to a solution we may register a default on your credit file which
13:42
could stay on your credit file for up to six years and could make it harder for you to get
13:47
credit in future all unsecured debt must be included in your debt solution such as personal
13:53
loan store cards credit cards and overdraft okay
13:55
okay
13:56
okay and the debt management company will explain the benefit risk
14:00
potential impact to your credit score when they talk you through your options?
14:03
I don't think it's necessary for me to even to explore that. I've explored it, but
14:06
the amount of my debt is just... If you don't want that, sir, I can just apply the 30 days
14:12
hold if you don't want to... Yeah, I think I'll be able, I have no problem settling 30 days to
14:17
bring you up to date. I mean, in 30 days... Okay, and may I know, would you like to do
14:22
the income and expenditure review with us? It's a bit hard to gauge my income, which is why...
14:28
It's okay, no problem. It's open down at the moment. I can't give a reliable forecast.
14:35
It's okay, it's okay, we understand. But, sir, I'll apply the hold on your card, but what I see
14:40
that your card is already behind. It's been 75 days now. Okay. There is a possibility in next
14:48
30 days the card may get closed, sir. Okay, so I will make a payment very soon,
14:53
in the next two days, I think, before Friday.
14:56
Then I'll apply the hold for you, okay? Okay.
14:59
So that...
15:00
You don't get charged with an interest and fees on the card in your next statement.
15:04
I aim to bring it up.
15:05
When does it normally become closed?
15:07
Is it at 90 days of arrears?
15:10
Yes, sir.
15:12
Okay.
15:12
So that's two, yeah.
15:14
Over 90 days, the card may get closed, sir.
15:16
Okay.
15:16
I will bring it up today as soon as I can before that, yes.
15:20
And I'll just advise you, sir, one thing.
15:24
Just a couple of things I'll quickly verify with you before I give you the last information.
15:29
Your cell phone number ends in 200?
15:32
Correct.
15:33
And is this your business number, sir, which ends in 9999?
15:37
Yes, correct.
15:38
And may I have your first line of address and your postcode?
15:44
It's 10 St. Oswald's Way, 72 Alpha Alpha.
15:50
And may I have your email address for verification?
15:53
It's benham at refref.co.uk.
15:56
Any other contact details would you like to update over here?
16:00
No, I think everything should be the same.
16:02
So, sir, I'll just share one last piece of information with you.
16:06
Yes.
16:06
That we will stop our financial assistance team
16:11
calling about this account for next 30 days.
16:14
During this time, you are unable to spend on the account.
16:17
Okay.
16:18
You may still receive statements and letters
16:20
asking you to make a payment.
16:22
We will not apply interest and fees in your next statement.
16:25
Okay.
16:26
Information regarding your account
16:28
can be sent to credit reference agencies.
16:30
This may include late payment
16:32
and can affect your ability to get credit in future.
16:35
While the account is on hold,
16:37
any further mispayment can result in
16:39
the withdrawal of your account facilities,
16:42
default notice being issued,
16:44
which can result in a default being registered
16:46
with credit reference agencies,
16:48
the placement of your account with third party
16:51
to recover the amount owed.
16:53
You can still contact us while this hold is in place.
16:56
If we don't hear from you in next 30 days,
16:59
then we may...
17:00
I'm in.
17:00
try to contact you by phone, okay? No problem. Thank you. No problem, sir. So I have updated
17:09
this, sir. I have updated the hold on your card. You won't get charged with an interest and fees
17:14
in your next statement, sir. Okay. And I would advise you try to pay your arrear due, sir. Say
17:19
even if you struggle to pay the arrear due, and later you can call us back and we will help you
17:24
with a repayment plan on the account, okay? I understand. Thank you very much. You're most
17:29
welcome, sir. And you take care of your health and you have a good day, sir. Beautiful. Thank
17:34
you. Bye-bye for now. Okay. Bye-bye.