Barclays, one of the UK's largest banks with over 20 million retail customers, is facing significant backlash following a three-day outage affecting its website and mobile app. The technical issues emerged on Friday, coinciding with many customers' payday, leading to widespread disruptions in payment processing, including crucial transactions to HMRC for self-assessment tax returns.
Customers reported being unable to access their accounts or complete transactions. The situation escalated on Saturday, when the website Downdetector recorded nearly 5,000 issues with Barclays, more than double the reported problems from the previous day. The bank's website proactively alerted customers that they might experience difficulties making and receiving payments, exacerbating concerns during an already stressful period for many.
In response to the disruptions, Barclays has confirmed that no late payment penalties will be enforced until March 1. This assurance aims to alleviate some anxiety among customers worried about missed deadlines. A spokesperson stated, "We will ensure that no impacted customer is left out of pocket," reinforcing the bank's commitment to support those affected.
Emily, a customer from Exeter, expressed her frustration and distress as she found herself in a precarious situation due to the outage. Unable to move into her new house, she and her two children were forced to stay with family, while her pets were left stranded in an abandoned removal van. Emily described her experience as being "effectively homeless" as a result of Barclays' technical difficulties.
Barclays also acknowledged that some customers might see outdated account balances and missing payments. They warned, "Customers should not try to make the payment again," advising them to refrain from duplicating transactions until stability is restored. Furthermore, the bank confirmed that while customers can still use their cards and withdraw cash, "your balance may be incorrect and some payments you made or are expecting to receive may not show."
To mitigate the impact of these issues, Barclays is extending the hours of its call centers this weekend and is proactively reaching out to customers who may be vulnerable. As the bank works diligently to resolve the technical problems, it has also shared a link to the Trussell Trust—a charity operating food banks nationally—in response to customers' concerns over financial strain.
The ongoing situation has left many customers feeling anxious and frustrated, especially as it coincided with a critical payday and tax return deadlines. As Barclays continues to address these challenges, affected customers are left waiting for a swift resolution.