welcome to barclay card worried about money whatever your situation we are here to help

for additional support search barclay's money worries online to use our automated telephone

banking service press one for anything else it's two did you know you can check your balance

make a payment or update your details via our app or online banking to find out more visit

Barclays ways to bank online alternatively please continue to hold just to let you know the quietest

times to call us are usually between 11 a.m. and 4 p.m. to help us get you to the right team as

quickly as we can please enter your Barclay card number for security will then ask for your

passcode or date of birth if you're calling from the mobile phone number we have on record

then we'll match that automatically sorry please enter your card number thanks i'll just find your

details i found your account please enter your six digit passcode if you don't know it press star

Thanks. That's done. I'll just get your balance.

The current balance on your IBCM Platinum card is 6,160 pounds and 97 pence.

Your credit limit is 5,900 pounds.

The balance of your July statement is 6,160 pounds and 97 pence.

Your minimum payment is 544 pounds and 14 pence,

which is due on the 10th of August.

You're at the top menu.

For balance and available credit, press 1.

Recent transactions, 2.

Pay a bill, 3.

For credit card PIN, 4.

Or, for something else, please press 0.

that with the ongoing impact of cost of living, your financial circumstances may have changed

recently, we're here to help. Please let us know about anything you may be concerned about,

and we can explore options that may be available to you.

Thanks for waiting. We'll get you to our customer service team as quickly as we can.

Thank you for calling Barclay Card. My name is Hemant Shoo. May I have your 16-digit Barclay Card number?

Yes, it's 4929-1571-7721-4002.

May I have your first and last name?

Penham Raff Raff.

Thank you. I'm pulling up your details, sir.

No problem. Thank you.

Meanwhile, may I know the reason of your call?

It's about my missed payments and I was going to ask if I can have 30 days breathing space to catch up.

Sure, I'll help you. Just one minute.

But I have your details over here, sir.

The balance showing on this card is £6,160.97.

Yes.

With a minimum payment due of £544.14 and arrear is of £407.58.

Yes.

This card is behind on the payment, sir.

So, yes, how may I assist you?

It is possible that I could have 30 days breathing space.

I've got some other credit cards as well

and I'm trying to work out the best way to get them all under control and paid off.

But I'm just talking to all of my creditors to try and arrange plans at the moment.

And for your card, I'm sure that I can bring you up to date in 30 days, but not before.

Certainly, I'll try to help you on it, sir.

And may I know, apart from Barclay Credit Card, do you have any Barclay...

mortgage or any other Barclay credit card? No I don't. Just a few things I will be asking you sir

to understand your situation and try to help you with the right support. Okay. So may I know what

happened what went wrong with you that you are struggling? Well actually I have a problem

swallowing food a condition called achalasia and I work self-employed it's affected my performance

but I'm much better now I couldn't deal with anything for a few weeks I wasn't able to

eat or drink water but I'm much better now and I'm trying to take everything under control

I'm returning to work as well and my income should recover from this point going forward.

Okay it's achalasia you're struggling with? Yeah that's right. That's something related to

swallowing disorder yeah? Yeah. I'm sorry to hear about.

Good to hear that, sir. May I know, how are you right now? How are you doing right now?

I'm all right. My voice is a bit affected, but I'm fine. I'm much better for now.

Good to hear that, sir. And I really hope that you recover from this as soon as possible.

I'm hoping it goes back on track.

Is this a long-term illness or it's a short-term health condition?

It's a very long-term illness, actually. It's lifelong.

But it's treatable.

Good to hear that, sir, that it's treatable. And I really hope that everything will be fine with you.

And as you shared about your health information, sir, this is one of the sensitive information you shared with us.

With your permission, I can add your support and adjustments needed onto your account.

This allows us to support your banking need and tailor our product and services appropriately.

You can change or remove this at any time by letting us know.

So are you happy for me to add this to your account?

Yes.

Is there any specific support you're looking for, sir, to make your banking easier with us?

I don't think so, just on this occasion with me being behind a bit.

If you could allow me the 30 days, I'm sure I can take care of it on my own.

I'll help you with that.

And one more thing, sir.

May I know, there are some great charities and third-party organizations

who may help you in this situation.

Would you like to explore them?

I've had a read of some information from them already, yes.

Thank you.

And, sir, one more thing, sir.

As you're informed about your health condition,

may I know when would you like to review this situation?

Maybe never in three months, in six months, in nine months, or at least.

Okay, never.

Sir, may I know, like Barclays Group has taken over the Tesco Bank as well.

So may I know, do you have any product with Tesco Bank?

No, I don't.

All right.

And as you told me, it's due to your health issues,

your performance was dead, then you work as a self-employed.

Yes.

And may I know how long you expect this financial difficulty to last, sir?

It's already improving, so maybe three more months.

Up to three months, okay. Just one minute, sir. Just one minute.

No problem.

And may I just confirm with you, sir, because as a lender,

we understand you may have some important bills,

such as rent, mortgage, council tax, utility bills, and additional creditors.

Yes.

May I know you are up to date with your...

Priority bills and other creditors, not including your Barclays product?

That's all up to date.

My wife helps to cover it, so it's fine.

And do you have any other borrowings apart from Barclays card, sir?

I have a Nationwide credit card and a Virgin Money credit card.

Are you up to date with them?

No, they've given me the 30 days as well.

So I'm seeking to resolve all of them within 30 days, I hope, including yours.

And have you made any agreement in place with them that how you're going to pay them?

No, to be honest, it's only a few hundred pounds also in each case.

So I think I'll have no problem in 30 days to settle their accounts.

Sir, if you want, I can recommend you to speak with a debt management company like Business Debt Line.

Do you want?

No, it's all right. Thank you. I have read information already.

Okay.

No, like...

I can recommend you to speak with a business...

deadline and i can apply the 30 days hold on this account if you enter into any solution with debt

management company in next 30 days you can call us back and let us know about it okay yes why not

yes okay but before i do that sir i'll advise you that having a conversation with debt management

company won't impact your credit score but agreeing to a debt management solution they offer

for good it is important for you to understand that any debt management solution you agree

it must include all of your unsecured debts like personal loan store cards credit cards and

overdraft if you agree to a solution we may register a default on your credit file which

could stay on your credit file for up to six years and could make it harder for you to get

credit in future all unsecured debt must be included in your debt solution such as personal

loan store cards credit cards and overdraft okay

okay

okay and the debt management company will explain the benefit risk

potential impact to your credit score when they talk you through your options?

I don't think it's necessary for me to even to explore that. I've explored it, but

the amount of my debt is just... If you don't want that, sir, I can just apply the 30 days

hold if you don't want to... Yeah, I think I'll be able, I have no problem settling 30 days to

bring you up to date. I mean, in 30 days... Okay, and may I know, would you like to do

the income and expenditure review with us? It's a bit hard to gauge my income, which is why...

It's okay, no problem. It's open down at the moment. I can't give a reliable forecast.

It's okay, it's okay, we understand. But, sir, I'll apply the hold on your card, but what I see

that your card is already behind. It's been 75 days now. Okay. There is a possibility in next

30 days the card may get closed, sir. Okay, so I will make a payment very soon,

in the next two days, I think, before Friday.

Then I'll apply the hold for you, okay? Okay.

So that...

You don't get charged with an interest and fees on the card in your next statement.

I aim to bring it up.

When does it normally become closed?

Is it at 90 days of arrears?

Yes, sir.

Okay.

So that's two, yeah.

Over 90 days, the card may get closed, sir.

Okay.

I will bring it up today as soon as I can before that, yes.

And I'll just advise you, sir, one thing.

Just a couple of things I'll quickly verify with you before I give you the last information.

Your cell phone number ends in 200?

Correct.

And is this your business number, sir, which ends in 9999?

Yes, correct.

And may I have your first line of address and your postcode?

It's 10 St. Oswald's Way, 72 Alpha Alpha.

And may I have your email address for verification?

It's benham at refref.co.uk.

Any other contact details would you like to update over here?

No, I think everything should be the same.

So, sir, I'll just share one last piece of information with you.

Yes.

That we will stop our financial assistance team

calling about this account for next 30 days.

During this time, you are unable to spend on the account.

Okay.

You may still receive statements and letters

asking you to make a payment.

We will not apply interest and fees in your next statement.

Okay.

Information regarding your account

can be sent to credit reference agencies.

This may include late payment

and can affect your ability to get credit in future.

While the account is on hold,

any further mispayment can result in

the withdrawal of your account facilities,

default notice being issued,

which can result in a default being registered

with credit reference agencies,

the placement of your account with third party

to recover the amount owed.

You can still contact us while this hold is in place.

If we don't hear from you in next 30 days,

then we may...

I'm in.

try to contact you by phone, okay? No problem. Thank you. No problem, sir. So I have updated

this, sir. I have updated the hold on your card. You won't get charged with an interest and fees

in your next statement, sir. Okay. And I would advise you try to pay your arrear due, sir. Say

even if you struggle to pay the arrear due, and later you can call us back and we will help you

with a repayment plan on the account, okay? I understand. Thank you very much. You're most

welcome, sir. And you take care of your health and you have a good day, sir. Beautiful. Thank

you. Bye-bye for now. Okay. Bye-bye.