Barclays has advised customers to seek help from friends and family or even contact food banks after a major IT glitch left some locked out of their accounts.
Hundreds of people reportedly claim they are experiencing interrupted services and missing funds after the issue struck on what was payday for many British workers and the deadline for self-assessment tax returns.
The bank has apologised to those affected, saying the company is facing ongoing technical issues, and promised no one would be left out of pocket.
But its handling of complaints has provoked an angry reaction online.
Customers have posted on X that they were unable to buy shopping for themselves and their young children, pay their bills or withdraw cash.
But the bank insists its ATMs are unaffected.
In a new statement after complaints online, Barclays said: “We are proactively contacting vulnerable customers to offer dedicated help and support. Their calls are being prioritised on our telephony lines meaning their calls get answered first.
“Our ATMs are unaffected by this technical issue so customers can withdraw cash and use their cards to make payments.”
Bank’s response criticised as ‘triggering’
On social media site X, in response to one user who said her household “has no access to money”, the Barclays UK Help account asked: “Are there any friends or family who can offer support?”
When she said she didn’t and criticised the reply as “so triggering”, the bank’s X account posted links to the Trussell Trust, a charity that runs food banks, and Citizens Advice, which offers help for a range of problems.
Further afield, David Marsh and his new wife, from Cumbria, told Sky News they had been locked out of their account while on their honeymoon in Australia.
And Karen Bannister, 52, from Wakefield, West Yorkshire, said she had transferred all her money into her Barclays account to pay her bills but the funds never arrived.
“My card got declined at the supermarket which was completely embarrassing and by 9pm I was without heating because my gas had run out,” she said.
‘My four-month-old is out of milk powder’
One mother said she was unable to buy milk for her baby due to the glitch.
“My four-month-old is out of milk powder and screaming for a feed and I still haven’t been paid,” she said in a post on X.
“I’ve been in tears for hours.”
Another customer said: “Due to you Barclays I’m left without money had a food shop due for delivery this morning which now will get cancelled, leave my four kids with no food it’s a joke as [it is] my money.”
One asked: “How can I eat and keep warm if I can’t get to my funds?”
And another said: “Well I’ve just had to put all my shopping back in Tesco – never been so embarrassed in my life… as can’t access my own money.”
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‘We’re incredibly sorry’
Barclays has been posting apologetic responses to the complaints.
A spokesperson for the bank said earlier: “We’re incredibly sorry for the ongoing technical issues that are impacting our customers’ accounts.
“Some may see an outdated balance, and payments made or received may not show.
“We’re working hard to fix this issue, and customers should not try to make the payment again.
“Customers can use their cards and withdraw cash, and as soon as these remaining issues are resolved, we’ll let our customers know. We will ensure that no impacted customer is left out of pocket.”
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In a statement, HMRC said it is “working closely” with Barclays to minimise any impact on those submitting their self-assessments.
An HMRC spokesperson said: “Our services are working as normal, so customers will still have been able to file their returns on time.
“Also, the issues will not result in late payment penalties as they don’t apply until 1 March.”
