Closed my account and moved to Frist Direct. Only way I could get to hurt Barclays for this piece of cr@p

I have been a customer for 15 years, i’m not an old geezer who doesn’t like or understand online banking, i’m 29 & have used online banking ever since it came into being. And yet this piece of plastic crap ‘PINsentry’ is actually prompting me to leave Barclays as a result of the horrendous customer experience i now have.

I find it unrealistic in the extreme that i should be expected to carry this plastic calculator toy with me wherever i go, in order to online bank or make a transaction. And even when i do have it, it’s such an irritating drawn-out process it makes my blood boil before i’m even into my account! Once in, it feels like to undertake the slightest ‘normal’ banking procedure, I now must repeat this drawn-out log-in process with the plastic crap machine. Aaaaaargghhhh!!!

I’ve just got off the phone to the customer service numpties for the second time in 2 days, trying to feed back to them that this PINsentry doesn’t work for me as a customer experience. But they absoultely can not function beyond the boundaries of their pre-planned cue cards, and cannot put me thorugh to anyone whose job it may be to have this sort of feedback given to them. Grrrrrrr.

And yes, you can opt out - but - *hmmm, here’s where they’ve got you by the balls* - yes, you can’t actually make any payments to new people.

Barclays are absoutely astounding in their utter disregard for any sort of easy, pleasant customer experience. I feel utterly disenfranchised as a customer and after i’ve vented my spleen here, i’m off to the nearest branch to close my account.

Yes, i feel that bloody strongly about it.

Repeatedly tried to use the first new (ie old) card with the PS - got locked out. Phoned for help. - Was told I needed to wait to use the new card. Asked for them to reset the on-line system so I could use it when the new new card arrived. -

“We need you to use your “phone banking” credentials to establish that you are who you say you are”.

“But I haven’t used phone banking for 5 years - I can’t remember any of the codes”.

“We can’t help - phone up to get your phone banking credentials reset so you can then use them to get your on-line access restored…”

Waited 3 days, got the new card, phone again, got a different Muppet who reset the on-line stuff immediately - and then at least two log-on attempts failed, while Muppet 2 talked me through logging in again (PhD in Quantum Mechanics and 30 years in IT). Eventually got in, but I swear he did something between log-in attempts, as entries were digit-perfect in both the early attempts.

After 30+ years with them I’m leaving Barclays as soon as.

Barclays - if you’re reading this - your hubris is breathtaking and you deserve to get royally stuffed over this.

Barclays are just so stupid for bringing this in. Some muppet sits in his white ivory tower thinking he is grat but all they have done is alienate thousand’s of customers.

After using the card reader a few times I’ve realised I have a habit of forgetting and leaving my debit card inside it when I’m at home, instead of placing it back in my wallet.
Its happened to me a few times now where I’ve realised i have ‘lost’ my debit card only to work out half an hour later that I may have left it slotted into the card reader at home and forgot to replace it back in my wallet.

BARCLAYS BANK - I HATE YOU!

Can’t wait until some smart ass hacks into this stupid thing making thier whole expensive new venture completely futile.

Of course it’s quite another matter if the server end doesn’t pay attention to the time the code was generated, thus allowing any code that has been created no matter how long ago.

Anyone done any experiments of using a code that was generated some time ago, using them much later?

@Timothy Ross - A sad tale Timothy. It does look like Barclays are losing a considerable number of customers over this.

@Tez - Good point! That wouldn’t exactly aid security would it!? I suppose Barclays would excuse themselves by trying to shift the issue to the customer (again?) by suggesting that the PIN is changed regularly.

Ultimately if this thing becomes a pain in the backside I will move away from Barclays and find another bank that has a simple log in

If the introduction of Pin sentry is a reaction to Barclays concern to customers who respond to a phishing email requesting bank details and password then its appaling that Barclays reacts due to the lack of computer awareness by a minority of customers and introduce something that effectively reduces flexible secure mobile banking. Barclays should have spent the time, energy & resources to educate and inform.

I am all for change and increased security, however the choice of a device that is 2 times larger and 3 times chunkier than some of its competitors which makes portability an issue and renders the device open to damage as you sling it in the suitcase rather than wallet. So Barclays please if you want increased security spend some more money on a modern credit card style pinsentry or USB card reader.