Date Received: 2022-04-02
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: This is with reference to the Barclays XXXXXXXX XXXX XXXX credit card offer, offer mentions depositing XXXX miles 4-6 weeks after the requirements are met. I met all the requirements on XX/XX/2022 and since I didn't see the XXXX bonus miles in my account, so I called Barclays customer representative on the XXXX of XXXX, 2022. After approximately ~ 1 hour of waiting, I was told that I have met all the requirements and I should see the miles within 5-10 days. I inquired again on XX/XX/XXXX and I was given the similar response with the case ID # XXXX. On XX/XX/2022 I inquired directly with XXXX XXXX XXXX XXXX customer service and I was informed that the miles have not been deposited. On XX/XX/2022 I used the XXXX handle of Barclays requesting to look into the bonus miles as it has been more than 4-6 weeks since XXXX of XXXX. I was told that to allow them another 30 days to complete the case.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-03
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 was contacted on or around XXXX about potential fraud charges on my Barclay 's XXXX XXXX. At that time, I confirmed that two charges were in fact fraud. The representative stated that they would close the account, submit a fraud claim, and send me new cards. About a week later I was looking at my account ( since I had not received my cards ) and noticed additional fraud charges that posted within a day or so of the first set of fraud charges ( the additional charges total {$680.00} ). The charges are : XX/XX/XXXX : XXXX XXXXXXXX NY {$98.00} XX/XX/XXXX : XXXX XXXX NY {$160.00} XX/XX/XXXX XXXX XXXX NY {$32.00} XX/XX/XXXX XXXX XXXX NY {$44.00} XX/XX/XXXX XXXX XXXX NY {$34.00} XX/XX/XXXX XXXX XXXX XXXX FL {$310.00} I called Barclay 's and they took another fraud report and we walked through each charge that was fraud. The agent then said that they needed to close this second account and send me new cards. I frankly did not understand why this would be, as the fraud charges just appeared to have posted late. But the representative insisted that someone must have stolen my new cards. On XX/XX/XXXX Barclay 's sent me a letter saying that the charges were confirmed as fraud ( it didn't specify which charges ). By XX/XX/XXXX I received some new cards ( the cards from the first lost / stolen report ), I had not received the cards from the newest account, and the fraud charges that total {$680.00} were still on my account, with no credit issued. After an hour on the phone their was no resolution. The initial agent could not help me, besides reading me the letter, and transferred me to another agent in fraud who said they were the wrong fraud group. That agent told me I have to call back another number ( the right fraud group ), but they were only there from XXXX XXXX - XXXX XXXX., XXXX through XXXX. He did say I should give the credits 10 - 15 days to post. Today, XXXX I called again as the charges STILL have not been removed and I STILL have not received the right new cards. It is now almost a month since I've had an account I could use and I'm being told I have to make a payment for a balance that includes the fraud charges. After being on the phone for quite a while and being put on hold about three times, I was told that the new cards must have been lost and they have to AGAIN shut down the card and send me another new set of cards. And, by the way, they don't know what's going on with the fraud claim. When processing the new cards, I was told that the system is down and I should call back in 24 - 48 hours. This is ridiculous. I should not have to jump through these hoops to get a fraud claim taken care of, I should not be held responsible for these charges, and I should not have my account effectively being unavailable for an extended timeframe without proper notice.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
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: When getting a Jet Blue credit card I was lead to believe that any purchases made on this card would be protected from sellers not fulfilling their side of the transaction, such as not sending the product that was paid for. This seemed like an appealing promise as shopping on the internet can be scary and it is nice to feel that your credit card company will protect you. In this case, not only did I buy from a company that had a good reputation, but I bought from a company that I had purchased from many times before. I am not a reckless internet shopper. As background, the issue revolved around a purchase on the JetBlue Barclays Mastercard in XX/XX/2021 for {$380.00}. I purchased a bird ( a XXXX XXXX XXXX ) from a vendor ( XXXX XXXXXXXX XXXX ). The typical order fulfillment timing for a bird is usually 3-6 months. This means that the bird will not be delivered to your house before 3 to 6 months after having been paid for. So you can not determine if the XXXX XXXX has failed to fulfill your order before 3 to 6 months AFTER paying for the bird. Additionally, since it was during the covid pandemic, the XXXX XXXX subsequently informed me, after I had paid for the bird, that there would be further delays in fulfillment. In December, I was informed by the XXXX XXXX XXXX that the company had closed and I would have to work with my credit card company to get my money back since the bird was never delivered. I was not concerned as I knew that I had purchase protection with JetBlue Plus Mastercard so I felt confident that Barclays company would see that this as a fair and reasonable refund request. I have not made these types of claims previously and would be what you would consider to be an excellent customer with an excellent credit rating. Plus, I contacted Barclays Jet Blue customer service within 60 days of learning from the XXXX XXXX XXXX that the XXXX XXXX was closed I was shocked to learn that the claims were denied because the policy would have required that I submit my claim within 60 day of the billing statement date. Clearly that would have been impossible for me to do given the nature of this transaction. Even more so given the pandemic supply chain conditions. We called JetBlue Barclays Mastercard customer service line and also sent a follow up letter to further explain the situation. This was to no avail, the people responding are clearly not listening or empowered to address what feels like a clear example of a company not providing us with the services we paid for. Its precisely situations like this that I use a credit card to make my purchase to protect me from unforeseen and unfortunate circumstances where I am not receiving products or services promised. So to be told that a policy that clearly doesnt make sense is the reason I was not to be reimbursed feels unfair. I also believe that the bank has much more leverage to claim the money back from this vendor. Despite my best efforts to explain the situation, Im getting what I feel is a standard and inappropriate policy response thrown back at me. I believe the treatment is inconsistent with the high quality of customer service and fairness which I have come to expect from JetBlue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07869
Submitted Via: Web
Date Sent: 2022-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: This complaint is in regards to cfpb complaint # XXXX. I filed a complaint with the cfpb in regards to my XXXX XXXX. The cfpb looked into the matter and contacted Barclays XXXX XXXX XXXX. Barclays XXXX XXXX XXXX noted in a response letter addressed to the cfpb and me that they would reinstate my Barclays XXXX XXXX XXXX. Apparently as a result of this response the cfpb closed this case. However, even though I received a letter from Barclays XXXX XXXX XXXX noting that I could begin to use my credit card once again on the specified date, the card continues to be declined when I attempt to utilize it. I did attempt to contact Barclays / XXXX XXXX with the telephone number provided on the response letter however I have failed to get a response back after leaving several messages with Barclays XXXX XXXX XXXX to do so. Would you please open a new case and follow up with Barclays XXXX XXXX XXXX to address this issue. Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX, I contacted Barclays to notify them of an unauthorized transaction that reflected on my credit card statement. I spoke with XXXX in Customer Service at XXXX PM who stated I needed to be transferred to the Security Department and I was placed on hold for almost an hour. I was unable to continue to hold so I called again on XX/XX/XXXX and spoke to XXXX in Customer Service at XXXX PM who stated that a fraud claim was opened the previous day and that a credit will take 7-10 business days to apply to my account. I then called back on XX/XX/XXXX at XXXX AM and spoke with XXXX in the Fraud Department who stated that he would need to transfer me to Fraud Investigations. At XXXX AM I spoke with Ina in Fraud Investigations who stated that I would need to be transferred to Customer Service. I was transferred to XXXX in Customer Care at XXXX AM who stated that she needed to open a fraud case because it was never opened. She stated that she would prioritize the claim and provided me with Case Number : XXXX. She advised me to call back if I do not hear from them. On XX/XX/XXXX I still had not heard from anyone, so I contacted Customer Care again and spoke with XXXX at XXXX PM who transferred me to Fraud. XXXX in Customer Security took my call at XXXX PM and stated that he needed to research this case. He informed me that the account was closed on XX/XX/XXXX and that he can not reopen the account. I explained that I did not want to reopen the account I was inquiring about my fraud claim. He advised me that he couldnt find my claim. He provided me with Case Number : XXXX and when I asked to speak to a supervisor, he refused to transfer me to one. The call then disconnected. I called back on XX/XX/XXXX and spoke with XXXX in Fraud Investigations who stated that she can not see any credit card statements from before XXXX of XXXX. She stated that it can take up to 90 days for the claim and that there is a scheduled call back from a manager within 10-15 days. Since then, I have heard nothing from Barclays. I feel that I am being treated unfairly by Barclays. I feel that Barclays is not providing me with an investigation into my fraud claim.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: My XXXX XXXX keeps getting turned down when I try to use it. This occurred 4 times in the past 3 days ( XXXX XXXX, and XX/XX/XXXX. I called the customer service number 3 times and each time the problem was supposed to be resolved. The reason given for the first 3 times my card was declined was suspicion of fraud. The attempted purchases included XXXX online companies in amounts less than {$100.00}. The XXXX decline was for {$170.00} at XXXX XXXX XXXX in my home town. I called after each decline and the hold was supposed to have been lifted each time. Today, I tried to register and pay for my XXXX XXXX at XXXX XXXX but my card was declined again, for unknown reasons. I have always paid my bill promptly, I have not exceeded my credit limit, and I have a very good credit score. This credit card charges an annual fee but has failed to provide the services for which I paid. They have failed to correct whatever the underlying problem is with their algorithms that determine whether my card is accepted or declined.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Ive been a Barclays customer for several years ; this card is one that I no longer even have in my possession. A few months ago, when I called Barclays to get an updated card issued, they couldnt even look up my account. Then recently, Barclays charged me an annual fee and ended up marking me late when that fee was not paid. There has been no activity by me on this card. I had been travelling and did not have access to my mail. I had no ideal Barclays was going to put this annual fee on there. Upon returning I paid this fee off, but Barclays failed to remove the late payment. I was also not sent any notice of adverse reporting as required by law. I am requesting Barclays remove the XXXX late arising from this annual fee issue
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94109
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: XXXX XXXX XXXX sent a payment by mistake ( on my behalf ) to Barclays XXXX XXXX in the amount of {$6700.00}, I do not currently have an account with Barclays Bank. Barclays XXXX cashed the check through their bankXXXX XXXX XXXX XX/XX/21 and did not return the check to XXXX XXXX XXXX XXXX The cashed check has not been applied to any accounts in my name or any other name. My bank has repeatedly called Barclays XXXX XXXX and requested return of the funds and have been repeatedly been told they do not have a record of the payment. I have been making attempts to resolve this matter without success. Barclays Bank has {$6700.00} unreported, and I am currently responsible for paying back this debt for which I did not incur.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 47421
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I Consumer, XXXX XXXX extended credit to Barclays Bank entering into a consumer credit transaction through the extension of credit in accordance with the Truth in Lending Act. Upon review of my right and reports I submitted a dispute to the credit bureaus requesting the Barclays account listed on my consumer report be removed in accordance with 15 USC 1681a ( 2 ) ( a ) ( i ). See below for the exact exert from the law ; ( 2 ) Exclusions.Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to TRANSACTIONS or EXPERIENCES between the consumer and the person making the report ; 15 USC 1681a ( b ) also states ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ... Should also be EXCLUDED from my consumer report. In accordance with 15 USC 1681 congresses has stated that I the consumer have the RIGHT to privacy and that I must provide written instruction to any consumer reporting agency who wises to finished information regrading me which I have not provided. Furthermore, in accordance with 15 USC 6802 of the The Gramm-Leach-Bliley Act it clearly states that no financial institution shall disclose my personal NONPUBLIC information without the consent of the consumer AND that upon receiving such consent the financial institution MUST give the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party ; and ( C ) the consumer is given an explanation of how the consumer can exercise that nondisclosure option. Upon reviewing all of my documents, I WAS NOT provided with clear instruction to utilize my ability to opt out nor was I given clear instruction on how to exercise my RIGHT to opt out. There is no law that states that anything has to be reported on my consumer report but there are multiple that state that I have a right to privacy and that I MUST provide consent to the sharing of any of my personal nonpublic information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Today, XX/XX/XXXX, I received an email from Barclays regarding my XXXX account monthly payment. It stated the payment due was {$630.00} with a due date of XX/XX/XXXX. The usual monthly payment is {$29.00}, so this was highly suspicious. I logged into the website to look at my account and there was a charge labeled " PROMO RATE CORRECTION '' from XX/XX/XXXX ( posted on XX/XX/XXXX ) for {$610.00}. Looking at the charge details I saw that it said it was authorized by me. I called their customer service and was told that it was from accepting a 0 % apr promo. I asked for an explanation of how accepting a reduced interest rate resulted in a {$610.00} charge. The agent got their supervisor who then stated it was a system glitch. I asked her what had glitched to get this very exact number ( 50 % of the account balance ) she stated she did not know but that since I had not authorized it, it was going to be removed from my account. I called their complaint department directly after hanging up and this agent told me this glitch had happened in early XXXX. She stated Barclays was working to refund these amounts. I asked her why I had not been informed at all- and if I would have been if the email hadn't raised concerns. Her response was to say they would send me an explanation in 7-10 days. My worry is that they are defrauding anyone who agreed to 0 % apr and only fixing the accounts that notice. It feels illegal for them to add bogus charges to accounts without alerting the customer and offering a detailed breakdown of the charge.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 72205
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A