After completing all the forms and accepting the offer, the money fails to materialise

Last year I received an offer letter on my Barclaycard PPI claim of £7,264.7 dated 10 September.

I completed the acceptance form and returned it immediately. I then changed my name due to marriage, and had to send in proof which they received in November. I have since made numerous phone calls chasing up my claim and keep being given different excuses. I can not afford to keep ringing on their premium rate number, and they are still sending me Barclaycard bills each month even though they owe me substantially more than I owe them. How can they get away with this? AA, Dalton-in-Furness, Lancashire

I have been trying to reclaim missold PPI payments from Barclays on behalf of my mother since September. So far, they have lost five recorded delivery letters after scanning them into their system.

My mother was self-employed when the policy was taken out, which Barclaycard asked us to prove as this is one of the major reasons why they uphold complaints. We have sent this evidence twice (recorded delivery) to no avail. My proposal was simple: give me the telephone number for the person who is dealing with my case and I will fax it whilst he is on the line, so he can confirm he has it. Problem solved. Not for Barclaycard. It won’t give me the person’s number and refuses to ring him. NW, Manchester

Barclays, in both cases, declares that its service “on this occasion fell below the standard we would expect” and “sincerely apologises” for the inconvenience. Its mea culpa would be more touching if it hadn’t been prompted by our intervention. Both customers have been refunded their money and given £100 each in extra compensation. Why is it I feel these are not isolated cases?

If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.