Date Received: 2022-12-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: I received a letter from Barclays. located at XXXX XXXX XXXX XXXX. XXXX, DE XXXX and phone number XXXX XXXX XXXX. Regarding XXXX XXXX XXXX XXXX. when I called to informed them that I received a letter from them staying that my address on my card has been updated. When I called the XXXX XXXX XXXX XXXX Barclays 's phone number. Customer service transferred me to Security Department at XXXX XXXX XXXX and XXXX transferred me to the Extremily High Department at XXXX XXXX XXXX. The operator ID XXXX, XXXX, asked me about my name, date of birth and social security number. Because I didn't provide all my information, he was not able to help.when I asked about the Extremely High Department address, XXXX mention that this place did not have an address and it was fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I did not purchase a speaker from XXXX sold by a seller but they charged into my Barclay 's credit card ending XXXX with the amount of {$410.00} transaction date XX/XX/2022, Now it goes up more than {$600.00} due to late fee & interest .I did not receive a speaker, what I receive was XXXX yellow envelope with the USPS tracking numbers label, the numbers are exactly same the tracking numbers XXXX provided XXXX THEY SAID order was delivered. I think this is totally scam
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I am not seeing the proper balance after making a payment unsure of the calculation of the interest and fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19154
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I applied for a Barclays Jet Blue Plus Credit Card based on an inflight offer on XX/XX/2022. The offer was that the 1st year annual fee was waived by using a promo code given on the flight. I was subsequently approved for the card and started using it. The first statement I received had the annual fee of $ XXXX on it. I called on XX/XX/XXXX to dispute the fee. I then called on XX/XX/XXXX and a manager said they would credit the fee. That never happened so I called again on XX/XX/XXXX and was told to email a copy of the offer I was given showing the annual fee waiver. I did that per the attached email. I then followed up on XX/XX/XXXX to check on the status per the attached email thread. I asked that the disputed charge be put on hold pending the outcome of the dispute, but they said I'm responsible to pay it until that time. I should not have to pay a fee that's under dispute pending the resolution of the case. This is unfair to consumers as they are not providing what they are advertising.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11793
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: I opened Online Savings on XX/XX/XXXX at barclaysus.com. On XX/XX/XXXX, I received an email saying that my account was suspended. I called XXXX and they said " it is confirmed fraud '' even though I answered all of their security questions. I asked them if they could tell me any reason for being flagged as fraudulent, and they said they do not have that information. Then, I received mail and emails saying that I could deposit. Then, I called them on XX/XX/XXXX and they said the mail should be a mistake and " it is a confirmed fraud ''. I told them they are legally obligated to tell me the reason and or reason codes and they said the fraud department does not share any information with them. I am not sure why they are doing this. I think this is nothing but a discrimination. There should be a reason for being flagged as fraud, but they do not want to tell me what it is. They say the account is not opened but I keep getting emails and mail saying that I can deposit. Thank you for your time and help
Company Response:
State: CA
Zip: 92118
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: XXXX unexpectedly transferred my credit card from XXXX XXXX to Baryclds Bank this Summer. I was initially locked out of the account because my XXXX account was originally made with a college email XXXX ), which I no longer have access to, and I was, therefore, unable to get into the new portal. Moreover, my automatic payments were not transferred. As such, the new bank charged me two {$30.00} late fees, despite trying many times to access the account to make the payment on the phone and in writing with an extremely delayed response.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33134
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
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: Barclaycard established a case # XXXX {$1600.00} XXXX XXXX ( scammer company ) Billed on XXXX billed to my card and I disputed it since the work was not done. Lots of documentation was faxed multiple times and confirmed that Barclaycard received it. Barclaycard hung up on me many times, and lied about attempting to contact me. Barclaycard sent a letter stating that they tried to call me ( which was a documented lie based on digital phone records of all incoming calls ). Barclaycard stated they were closing the dispute. I immediately sent them more faxes with detailed information and proof, plus requested that they send this to arbitration if they were going to refuse to read anything. Barclaycard refused to send it to arbitration, and continued to lie to me on every conversation we had. Barclaycard stated they would reopen the dispute, but also lied about that. They requested I send them the request to reopen the dispute, which I faxed to them at their requested fax number and they again did nothing. Below is just some of the documentation with employees and supervisors that lied and violated the law. XX/XX/XXXX BarclayCard Phone # XXXX Acct ending in XXXX Talked with XXXX ID # XXXX in process of transferring me to manager hung up on and Barclay did not call back. Talked with XXXX ID # XXXX explained everything transferred to manager ( XXXX ) Talked with XXXX ( Manager ) ID # LASLCA - explained everything again on hold for response ( Barclay hung up on the customer ) Talked with XXXX ( manager ) ID # XXXX she stated that she opened the Plumbline services dispute again ( this turned out to be a lie ) XXXX tried to transfer me to someone who was supposed to issue the check for {$1900.00} to us, but was told they could not send out checks and could only transfer the money to another Barclay credit card. This obviously could not work since Barclay card previously stated they had no US representatives and refused to transfer me to anyone in the US, so I closed the account and shredded the cards in XX/XX/XXXX. XXXX wrote everything up and sent it to a manager that will call me back within 5 days and issue a check. ( nobody ever attempted to call me ) Case # XXXX {$200.00} Billed on XX/XX/XXXX disputed and not resolved refunded later resolved by merchant Case # XXXX {$1600.00} XXXX XXXX ( scammer company ) Billed on XXXX disputed and not resolved requested arbitration and was ignored Barclay received refunds of other returned products from merchants and has not returned that money to us! Barclay kept {$120.00} on XX/XX/XXXX which was a merchant refund from XXXX Barclay kept {$1700.00} on XX/XX/XXXX which was a merchant refund from XXXX XXXX Barclay owes us {$1900.00} XX/XX/XXXX I was lied to again by management at Barclay Card. No manager called back from the XX/XX/XXXX to XX/XX/XXXX as promised by XXXX ( manager ) ID # XXXX Called in again XX/XX/XXXX Talked with XXXX XXXX XXXX very unprofessional screaming in background she hung up. XXXX in XXXX had no ID number and transferred to back office team Gem ID # XXXX in XXXX from front line care department XXXX stated that she reversed all of the interest charges that Barclaycard put onto the account when refusing to honor the disputed charge of {$1600.00} from XXXX XXXX. This created a credit on the closed account according to Gem. Gem also promised she would talk with a manager to schedule a call on the refund check of {$1900.00} case # XXXX New statement dated XX/XX/XXXX from Barclaycard shows a {$1700.00} charge on XX/XX/XXXX that was not authorized Barclaycard illegally charged this as they had credited it in preparation of sending a check to me for that amount that exotica travel had refunded to me, but obviously stopped that process and recharged my credit card. This was my money and Barclaycard committed fraud by keeping it. XXXX # XXXX case XXXX Gave email and escalation Ph # Plus Ext and name of Mgr. XXXX requested I send the dispute documentation that was sent to Barclaycard multiple times via fax and verified Barclaycard received it, to the email address below. XXXX Escalations Ph # XXXX Ext XXXX XXXX XXXX ( Mgr. ) XXXX ID # COELES from Fraud investigation Ph XXXX Looking at charges and the refund that is owed to me. XXXX hung up on me during supposedly looking into the refund and did not call back as promised, if his phone line disconnected. This is a pattern that Barclaycard repeats over and over and can not be accidental since they never call back after any disconnect, when they promise that they will call back. I was forced to call them back. Called Escalations and could not enter the extension that I was given. I was put on hold for 15 minutes and then hung up on again. I called back and was put on hold for another 35 minutes. XXXX from Escallations in XXXX Nevada refused to give me an employee ID #. She stated that there were many accounts under my name. If this is true, this would have to be more fraud on behalf of Barclaycard and the employees. XXXX looked at the XXXX merchant credits equaling {$1900.00} and verified if the XXXX dispute was open as stated by XXXX ( manager ) ID # XXXX, on XX/XX/XXXX. It was not!! From the dispute department, ( XXXX XXXX stated I need to send in the request to reopen the dispute to fax # XXXX, include the original dispute case ID, and put the attention merchant disputes, plus include current contact information Current documented case # XXXX I sent the fax with cover letter and documentation to Barclaycard again on XX/XX/XXXX Confirmed Barclaycard received the requested fax TWICE sent on XX/XX/XXXX XX/XX/XXXX Confirmed Barclaycard lied again about opening the dispute back up. Barclaycard has my money and intends on illegally keeping {$1900.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Barclays recently took over my GAP VISA account. When the change was made, I was unaware so I received late fees. I contacted Barclay directly and spoke with XXXX on XX/XX/XXXX. I paid my bill in full ( {$1400.00} ) with the exception of the late fees, as XXXX was going to take care of getting these removed ( {$71.00} total ). XXXX let me know that there would be a final payment needed for the interest and I would need to wait and pay on the next bill. I received the next bill on XX/XX/XXXX. That bill included not only the interest I needed to pay ( {$14.00} ), but also the lates fees were still included ( {$71.00} ). I called Barclay on XX/XX/XXXX and spoke with XXXX. XXXX told me to disregard the late fees as it hadnt been adjustment yet because XXXX had not fully submitted the request. XXXX assured me she would take care of it. On XX/XX/XXXX, I again received my Barclay bill. It still had the late fees and not a new one since I was considered late on payment since I did not make the minimum payment ; NOTE : If I had made the minimum payment it would have included the late fees that were being waived and I was advised to just pay the {$14.00} XXXX owed by XXXX. At this point, I can not believe I am needing to call a third time to get this resolved, but I call. On XX/XX/XXXX, I get XXXX on the line. XXXX looked at my account and stated that I DID in fact owe the fees. I then asked XXXX to connect me with his manager. XXXX XXXX op # XXXX ) was placed on the line. After researching, XXXX found that the fees had been credited to the old account number instead of the new account number. XXXX assured me it would be taken care of in XX/XX/XXXX hours and the new fees ( totaling {$100.00} ) would be removed as well, since it was obviously their error. On XX/XX/XXXX, I again received my Barclay bill and it again was not taken care of. The bill was now for {$100.00} all in fees. I called and got XXXX on the line. I immediately asked for his manager and got XXXX ( op # XXXX ). She assured me a credit for the full amount of {$100.00} would be issued within 24/48 hours. As you can imagine, I am no longer believing a word I am being told. This is the third time I was given this information. I have spent far too many hours trying to resolve this and no one has taken ownership to date and fixed this. This led me to fill with the XXXX XXXX XXXX XXXX XXXX XXXX On XX/XX/XXXX, I filed a complaint with them, complaint number XXXX. All the information provided above was provided, as well as a list of items I wanted to ensure were taken care of : 1. Fees removed from my account as of todays date ( XX/XX/XXXX ) XXXX. A letter stating what my balance is with dates included ( should show XXXX ) 3. Correction to my credit report for any late payments shown. In addition to filing this complaint with the XXXX, I also started utilizing social media ( XXXX and XXXX ) to put heat on them to fix this. At XXXX on XX/XX/XXXX, XXXX from the Office of the President called me. She stated she received my complaint from the XXXX and was following up and would be taking care of it from this point forward. She apologized and said I can see from your XXXX complaint exactly what happened. XXXX assured me she would be back in touch within XX/XX/XXXX hours to give me an update and she also stated that the letter and credit report correction could not be issued that quickly due to legalities they must follow. XXXX DID NOT call! I called back on XX/XX/XXXX, and got XXXX. I told XXXX I was expecting her call and she said she did not have any notes about calling me back. I told her she most certainly did give me that time frame because, I assure her, had she not we would not have ended our call on XX/XX/XXXX and it would have been escalated. XXXX again apologized. I was not accepting any more apologies and told XXXX exactly that. I told her exactly what my expectations were and magically she was able to update my account and give me the {$71.00} credit. So you may ask why this didnt happen back on XX/XX/XXXX? I asked that question and she said because I could have received a credit from another department that was working on it too and that would have caused a charge back. As I stated to XXXX, I have no idea what that means and she said they would take the money back. I asked her why that would matter to me. I could care less the amount of work they have to do on their end to clean this up- bottom line- I want it fixed, I want my letter, I want my credit report fixed and I no longer want to deal with their company ever again! I told her as soon as this is fixed I am closing my account and will be telling everyone I know exactly how they do business. I also told XXXX I wanted to speak with her manager, as she also had not done her job. She again stated she didnt remember telling me that and she apologized and said they can listen to the call. I told her I believe that would be a wonderful thing for them to do, since I know she told me XX/XX/XXXX hours. The following are all the items XXXX stated she would be taking care of : 1. Crediting my account for {$71.00} leaving my account at XXXX. She stated during this call that she had already credited my account for {$31.00} on XX/XX/XXXX, which she did not tell me until today. XXXX also stated that she placed a note in my account that states her credit for {$71.00} will stand and that if a credit from the other department was placed on the account, it would not be removed meaning there would be a credit of {$71.00}. She is to call back within XX/XX/XXXX hours to confirm her credit went through. 2. Ensuring no residual fees are charged to my account. My account statement closes on XX/XX/XXXX and XXXX will be checking my account on XX/XX/XXXX or have another employee do so to ensure there are no fees and if there are to waive them. She will call me back on XX/XX/XXXX to confirm this is taken care of ( she is off on XX/XX/XXXX ). 3. Send me a letter with what happened on my account breaking out what happened and how it was resolved. XXXX said research is still taking place and it could take up to two weeks to send this. She said she would start working on it right away and that I could expect this via email. 4. All credit bureaus to be contacted and any late payments reported to be removed. XXXX said that will be taken care of and I should receive my letter within 30 days and it can take about that long for the bureaus to update their records too. 5. Have her manager call me to talk about her lack of follow up. I informed XXXX at the time that I screen calls. I asked where the call would originate from ( area code ) and she said she didnt know. I told XXXX I generally do not answer calls from numbers I dont know so she would need to have them leave a message if I did not answer. XXXX could not give me a timeframe on when they would call in addition to from where they would call. She kept saying it was procedure. On XX/XX/XXXX, XXXX called back to confirm my account now shows a XXXX balance. I asked for her to provide that in writing via email and she said she could not. She then told me her manager attempted to call me twice on XX/XX/XXXX, but I did not answer and per procedure that was all they would do. I told XXXX my phone never rang the entire evening and that another request for them to call needed to be submitted. XXXX stated she could not do that. I then said so they tried to call and I didnt answer and they will never fall back up. She then said they may call you. I said when would that be? She said she didnt know and I said are we talking 3 years, 2 months, 10 days. Again, no answer. XXXX was about as unhelpful as the people in customer service. How can you not fix this and stop the madness? She said it was all procedure and that they are heavily scrutinized. While I am sure as a financial institution they are, I can not imagine that this is the best they can do and I told her that. Again the apologies, but as I told her apologies dont help- ACTION does! I would really appreciate you stepping in and getting this fully resolved! I am tired of wasting my time with a bunch of employees who could care less. I personally believe every single person I have encountered is insubordinate. I have truly never seen anything like it. Please put yourself in my shoes. What would you expect at this point? I dont think I am asking for more than is due to me or at least I hadnt. I have been asking for just the basic items to clear this up. Now, three months into this, I want compensation. I want them to send me money for my 6+ hours of time I have spend on this ( at minimum {$500.00} ). I want a handwritten letter from the president of Barclay stating he himself looked into this, understands the frustration and provides what his takeaways will be to improve this process moving forward. I can assure you I will never be a Barclay customer again. My account will be closed as soon as this is cleared up. I can also assure you anyone and everyone I know will hear what happened. I have worked at two large corporations and have contacts at both and I will spread it to all my friends to ensure they dont get stuck with this disaster of a company. I will also not stop on social media regarding this. They will feel as much pain as I have! I genuinely dont need the money, it is all about principle at this point, and I am relentless when you are talking about my values. I would never put a customer through this- EVER!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I found 2 transactions that were made without my knowledge. Transaction date : XX/XX/2022, amount XXXX $ and transaction date : XX/XX/2022, amount XXXX XXXX Both from XXXX XXXX I immediately notified Barclay of this fraud on my Frontier master card. After the second try, they returned the money to my credit account and said they would investigate these transactions with the merchant. and after 2 months I received two letters in one envelope. The first letter says that the fraud investigation was completed and I am not responsible for fraudulent activity but another letter says : we have completed our investigation and have determined the activity is valid based on documentation provided by the merchant. When I called and asked what does it mean? Answer is : they know the name of these swindler passengers : XXXX XXXX and XXXX XXXX XXXX, but instead of continuing the investigation and catching these frauds and putting them in prison they told me that since these frauds put my old address in billing information they decided that these people were potentially related to me. Im so upset, Im not feel protected and frustrated I feel that the Barclay company is not on my side, but on the side of fraudsters. if fraudsters were able to steal my personal information and credit cards information, this is not big news, that they can easily find out the addresses that are related to me in public records and this can not be proof that they are related to me. And for real investigators, who want to solve this problem it should be success when they know the name of person. I didnt do anything wrong, I did my payments on time, I use credit card appropriately, I never lost my card or gave to another person!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-30
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I received a letter in the mail asking that I send ( snail mail ) or fax an original utility bill or bank statement, front and back copy of my social security card and from and back of my drivers license. I called their customer service and told them I do not feel comfortable mailing or faxing this kind of personal information. I am worried about identity theft. I asked if they had a secure portal to submit such information. They said no. I spoke to a manager also. Same answers. When I asked what triggered this letter, they said they are updating my file. I dont know why they need this info, but if I could securely submit it, I would.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 66216
Submitted Via: Web
Date Sent: 2022-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A