Date Received: 2023-06-16
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: My banana republic credit card issued by XXXX XXXX in XXXX had a one-time balance of XXXX $ which I cleared immediately and never used that card again afterward. In mid of XXXX, the company managing the banana republic card was changed from XXXXXXXX XXXX to Barclays Bank upon which the card I had was obsolete. The identity thief seems to have authorized the issue of the new banana republic card from Barclays Bank under an incorrect mailing address, email address, and phone number without my knowledge and started using the card from XX/XX/XXXX. I saw this delinquent account on my credit report and reported the issue to Barclays fraud investigations around XX/XX/XXXX and they still haven't resolved this issue as of XX/XX/XXXX even after I called them repeatedly every month. They also reopened the investigation in XX/XX/XXXX after their initial wrong findings but its already been almost a year and its badly affecting my credit score and auto loan applications & others. I need this identity theft and my credit report fixed asap. I also see one wrong address and a phone number on my credit reports which I am disputing as well. I hope Barclays fixes this credit reporting issue without further delays and has consequences for mishandling and causing issues in my life for about a year now.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 940XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: Dear Sir/Madam, I am writing to file a formal complaint against Barclays for multiple violations of consumer protection regulations as outlined by the Consumer Financial Protection Bureau ( CFPB ). Despite numerous attempts to resolve these matters directly with the company, I have not received satisfactory responses or resolutions. I believe these actions are clear breaches of the CFPB rules and warrant your attention and intervention. Lack of Communication and Failure to Confirm Debt : The credit card company 's persistent failure to provide me with detailed information regarding the amounts owed and the specific transactions associated with my account constitutes a violation of Regulation Z ( 12 CFR 1026 ), which mandates clear and accurate disclosure of account information and transaction details to consumers. Delayed Fraud Investigation and Withheld Transaction Details : The credit card company 's unjustifiably long delay in completing the fraud investigation, coupled with their refusal to provide me with comprehensive information regarding the disputed transactions, violates Regulation E ( 12 CFR 1005 ), which establishes consumer rights and protections in electronic fund transfers, including timely investigation and provision of transaction details. Charging Interest on Outstanding Balance During Fraud Investigation : The credit card company 's practice of charging interest on the outstanding balance while the fraudulent charges were under investigation is a violation of Regulation Z ( 12 CFR 1026 ), which prohibits unfair billing practices, specifically charging interest on disputed amounts during the investigation period. Failure to Provide Cardholder Agreement : The credit card company 's repeated failure to provide a copy of the cardholder agreement, despite my requests, is in violation of Regulation Z ( 12 CFR 1026 ), which mandates that consumers be provided with a written agreement containing the terms and conditions governing their credit card usage. Premature Collection Attempts before Initiating Fraud Investigation : The credit card company 's initiation of collection actions against me prior to initiating the fraud investigation violates Regulation F ( 12 CFR 1006 ), which establishes fair debt collection practices, specifically prohibiting collection activities without first conducting a reasonable investigation into the disputed charges. I have made multiple attempts to address these concerns directly with the credit card company, but their responses have been unsatisfactory, dismissive, or nonexistent. I have diligently maintained records of all communication and correspondences, which I am willing to provide as evidence to support my complaint. Given the severity and prolonged nature of these violations, I kindly request your immediate intervention and assistance in resolving this matter in accordance with the applicable consumer protection regulations outlined by the CFPB. I believe that the credit card company 's actions have clearly violated these regulations, and I seek your support in ensuring a fair and just resolution. I would appreciate it if you could investigate this complaint thoroughly, take appropriate actions against the credit card company for their violations, and help secure a resolution that upholds consumer rights and protects my interests. If additional information or documentation is required to facilitate this process, please do not hesitate to contact me at the provided contact details. Thank you for your attention to this matter, and I look forward to a prompt resolution. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Account numberXXXX his is for banana republic Barclays credit department In accordance with the fair credit reporting act XXXX has violated my rights. 15 USC 1681 Section 602 States I have the right to Privacy. 15 USC 1681 Section 604 A Section 2 : it also states a consumer reporting agency can not furnish a account without my written instructions. 15 Use 1666B : A creditor may not treat a payment on a credit card account unlearn open end consumer credit plan as late for and purpose. Please fix to show no late payments since this was your fault for understaff during XXXX XXXX and could not accommodate pay by phone within 24 hours. Please remove negative remarks on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Barclays had the wrong address, sent all billing status to XXXX XXXX XXXX XXXX XXXXXXXX pa not XXXX XXXX XXXX XXXX XXXX pa XXXX. Also when I called in they did not even have my social security number on file fix all this please
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19014
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: XX/XX/XXXX, I charged a purchase to my new credit card, but submitted an electronic payment to my old Banana Republic credit card. My checking account with XXXX XXXX verified that the amount was cashed on XX/XX/XXXX. The purchase was returned, and I received an email from Banana Republic on XX/XX/XXXX confirming that the purchase was received and I would receive an eGift card. No eGift card was received and my account was charged late fees. XX/XX/XXXX, I received a letter from Barclays with the date of XX/XX/XXXX stating that a provisional credit was posted to my account was posted. The letter asked for proof of payment. I contacted XXXX XXXX and we held a conference call with Barclays to resolve the situation. The XXXX XXXX verified that the bill was paid electronically and that they would send documentation of the payment via fax and or mail to Barclays. XX/XX/XXXX, I received a letter posted XX/XX/XXXX, stating that the credit of {$180.00} was rescinded due to lack of proof of my payment. I called XXXX XXXX and we contacted Barclays again. In our discussion the representative of Barclays confirmed that they had received my {$170.00} payment to my old account. XX/XX/XXXX, I received a letter posted XX/XX/XXXX, that proof of payment was needed. I called XXXX XXXX again, held a conference call, and XXXX XXXX submitted proof of payment for a third time. XX/XX/XXXX, I received a letter posted XX/XX/XXXX, that they could not complete my request for my {$170.00} request of my payment. XX/XX/XXXX, I received a check for {$4.00}. XX/XX/XXXX, I mailed a letter of complaint to XXXX XXXX, XXXX XXXX XXXX, XXXX, DE XXXX. XX/XX/XXXX, I received three letters from Barclays. Two letters, one dated XX/XX/XXXX, and one dated XX/XX/XXXX, state that they are unable to complete my request for my payment of {$170.00}. One letter, dated XX/XX/XXXX, stated that Barclays is reviewing my dispute and I should give them at least 60 days. I have been trying to resolve this dispute for six months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 559XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-16
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/23 I made a purchase from XXXX online, and realized it was a fraudulent site. I immediately called Barclays customer service to report the fraud and stop payment. I even received an email from them notifying me that it was fraudulent. They informed me that they could not stop payment or process it as fraud until the merchant was given two weeks to send the item. They cancelled my card and issued me a new card as well. After two weeks, I called Barclays customer service and notified them that the item had not been sent, despite my attempts to reach out to merchant. They said that they would process a claim. Several weeks went by and I did not receive any update. I then called back, and was told no claim had been processed, and resubmitted a request to dispute the claim. I then received a letter saying that my claim was denied " because they were not provided with the true nature of the dispute prior to the charge being disputed. '' When I called today, XX/XX/23, to inquire what that exactly meant, I was told that they could not help me resolve the issue because the claim had been closed, and that I would have to write and send them a letter requesting that they reopen the claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I recently received a copy of my credit report, and I noticed some accounts on my consumer report that should not be on there. Please help me to validate the misreporting on my credit report and remove the inaccurate information found in my credit file.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2023-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I paid Barclays to settle an account. They are stating they won't send me the settlement documentation for over a month. I was smugly advised via phone by XXXX XXXX ID # XXXX that despite settling the account, they will not send me my settlement letter for over a month. He explicitly said there would be no exceptions to this. OVER A MONTH. Initially, they kept transferring the debt from one creditor to another making it impossible for me to actually settle the account. Example : It got sent to one creditor, and when I called that creditor to pay it they told me I would need to wait 1 to 2 weeks for the account to be assigned to an agent. After waiting that long and calling back, they told me they had sent it back to Barclays. it then took over a week for Barclays to get the account in their system to they could discuss it with me. This was the 3rd time this happened. They played pinball with my debt sending it from creditor to another all over the country. This prevented me from paying on this collection for 3 months adversely impacting my credit and ability to find gainful employment. Now the delay of my settlement letter is another month of delays. I need my letter to start at a new job so I can get health insurance for my children who have desperate medical needs that I can not pay out of pocket and therefore need insurance. Barclays has drawn out this process at every opportunity despite my consistent and constant good faith efforts to settle this going back to XXXX of this year. There is absolutely no reason why a consumer should need to wait over a month to get documentation showing I have paid and settled this account. I am requesting my settlement letter be escalated and generated ASAP and fax 'd to me at XXXX so this issue can finally be resolved.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 37027
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX a check was mailed to pay off a Barclays credit card for the balance owed ( {$6200.00} ). The check did not have the credit card account number on it however, the remittance slip was mailed along with the check. The check cleared on XX/XX/XXXX, however, it has not been applied to my account. I called Barclays on XX/XX/XXXX to find out why the payment has not been applied. Barclays has begun a " case '' with an identifying case number to investigate where the funds are. I've also faxed them a copy of the front and back of the check to show its endorsement. I'm very unhappy that this could possibly take that long to resolve. They have all of the appropriate documentation and they've now had the funds for 11 days. Is it perhaps sitting in an account with other unprocessed payments making tons of interest for Barclay the company? I was initially told it would take 1 to 2 billing cycles to resolve, but I escalated it with a supervisor, who told me to call back in 48 hours. I did that today ( XX/XX/XXXX ), and STILL no change in status. Needless to say, I'm very frustrated. I've never had a credit card company take this long to resolve a problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06082
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I was the victim of stolen identity. The person successfully opened up a credit card account with Barclays Bank Delaware. I use XXXX to assist in identity theft. We contacted Barclay Bank Delaware to report that this was fraud and dispute this unauthorized account. They first said that they have successfully closed the account. However, they could not confirm the account was closed, so I asked to speak to a supervisor. They refused to allow me to speak to a supervisor until I provide my name, phone number and social security number. I was willing to provide my name and phone number but was not comfortable to provide my social security number to the agent. I repeatedly requested to speak to a supervisor, and they continued to refuse. I have not received any information indicating that the account has been closed and removed from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 404XX
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-15
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX Account # XXXX, has violated my rights. 15 USC 1681 Section 602 States : I have the right to privacy. 15 USC 1681 Section 604 A Section 2 States : A consumer reporting agency can not furnish an account without my written instructions. 15 USC 1681a- Definitions ; rules of construction- Exclusions.- Except as provided in paragraph the term " consumer report '' does not include- any report containing information solely as to transactions or experiences between the consumer and the person making the report ;
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77545
Submitted Via: Web
Date Sent: 2023-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A