A Barclays customer has expressed their dissatisfaction with the bank after facing a charge for a phone repair. The customer, who says they have been paying for Barclays’ Tech Pack since 2009, complained to the bank about a £49 fee to repair an iPhone.
The customer said: “Your Tech Pack is a rip-off. £49 to repair an old iPhone? What is it that I’ve been giving you money every month since November 2009 for?”
The Tech Pack, which costs £14.50 a month, is available to certain current account holders, offering protection for mobile devices, and it covers repairs or theft. It covers up to four phones, as long as each was bought for up to £1,500, but users may face extra fees.
Explaining the rules, Barclays replied: “If a device is damaged or needs replaced there is an excess charge for the claim. I’ve included a link with the terms and conditions of the tech pack and additional charges that may apply.”
The bank also shared a link to a Barclays webpage, which outlines the supplemental costs. Customers are allowed up to four claims per year for a mobile device, which can include repair for accidental damage or loss/theft claims. According to the Barclays webpage, excess fees include £29 for screen repairs and £49 for other types of repairs, with a limit of four claims per year.
Barclays’s webpage outlines fees of £99 if a device is irreparable, and £149 in cases of loss or theft — on the condition that the device is either replaced or a cash settlement is made.
Barclays also advised the customer they could call 0345 528 0182 or email barclayscustomercare.uk@likewize.com about their claim. However, the unimpressed customer answered: “I can cancel my Tech Pack (I have tried before) – but if I do, I lose my overdraft facility. So basically I am trapped.” They also claimed a local repair service in their area could fix their phone for £10 less than Barclays’ excess charge.
Excess fees are higher for those who have had the Tech Pack for less than a year, at £79 for repairs, £149 if it can’t be repaired, and £179 for loss or theft, reports the Manchester Evening News.