AngryCustomerBarclays U.K. has landed itself in hot water with a Nevahold user.  The user in question goes by the Twitter handle, @Twiterering.  According to the complaint filed with Nevahold, a social media tool that helps consumers speed up and improve the response that they receive from brands from various industries, @Twiterering has an overpayment credit with Barclays UK.

After two unsuccessful telephone calls to their customer service representatives to resolve the issue, in which @Twiterering was informed that it would be illegal for them to let her use the overpayment and credit amount together, she decided to pursue the issue. @Twiterering turned to Nevahold, created a campaign, rallied friends, family and the Nevahold community to help in getting a solution from @BarclaysOnline.

 According to the complaint with Nevahold, “They simply locked my money up.”  The complaint needed 50 backers but received backing from 65 supporters, with each having more than 100 followers, this raises the stakes for @BarclaysOnline to quickly resolve the overpayment issue, as approximately more than 650 + eyeballs will be following up on the proceedings.

Now, all the advocates who have crowdsourced their social media resources to help @Twiterering have the complaint heard are awaiting a response from UK Barclay’s Bank. @Twiterering and other customers that are facing similar issues now stands with the backing of the Nevahold community, unleashing a powerful force for demanding a response. The platform not only helps consumers launch campaigns against companies but also serves as a powerful positive word-of-mouth tool for companies that make their customers happy.

Social media has become an important concern for businesses, as, according to The Guardian’s Charles Arthur, there are ten million Twitter users in the U.K. alone.  Many businesses have customer service that could be described as “dysfunctional” at best, often deferring telephone inquiries to an endless series of prompts that make it next-to-impossible to reach a human, providing less-than-informative advice, and rarely ever resolving an issue, all seemingly designed in the hopes that customers will give up and go to their websites or drop their complaints altogether.

These efforts are working, but not in the way the companies seem to have intended, consumers are going to the web, but, instead of resolving the issue quietly, they are empowering themselves through social media and the online community of social media users who find their customer services woes equally deplorable. Nevahold’s demand for response not only sends a clear sign to Barclays UK that @Twiterering’s and similar issue needs to be handled in a manner that is appropriate for consumers.