Date Received: 2022-01-19
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/XXXX we booked through XXXX 4 tickets from XXXX for XX/XX/XXXX, with their insurance " XXXX cancel for any Reason guarantee ''. On XX/XX/XXXX we called and cancelled the tickets and they told us refund is on the way. No refund so we called on XX/XX/XXXX, they told me refund will be in 2-3 days and I did request them to send confirmation of our cancellation by email. Until XX/XX/XXXX no refund, and we called, not a physical person is answering. So we have to call our credit card " Barclaycard '' for dispute on XX/XX/XXXX. On XX/XX/XXXX our credit card was rebilled, as XXXX states that no record that we didn't receive service. And they said that we can have 80 % refund to Barclay. We feel very frustrated to deal with both XXXX and Barclay. XXXX is lying about everything. We have been trying to contract them for multiple time through phone. No physical person will answered the phone. And because of non refund that's why we ask dispute from Barclay. Then from Barclay side, the investigator didn't check with us at all when they got one side the fake story from XXXX. And when I try to call Barclay, the rep on the phone will never transfer me to investigator. The reason is because they are in back office.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KY
Zip: 40515
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: We ( my wife XXXX and I ) are asking for assistance in resolving XXXX fraudulent charges on our Barclays Bank " Jet Blue Master Card '' credit card account totaling {$9700.00} which we reported as fraudulent, but the bank claims they are all valid and is holding us responsible for them. We deny and have consistently denied that any of these purchases were made by anyone on our account. On XX/XX/1921 and XX/XX/XXXX we received calls from Barclays Fraud Investigation Unit regarding suspicious activity on our account. I identified several purchases made at XXXX XXXX stores as not made by anyone on the account. At that time the Bank agreed to dismiss those charges. On XX/XX/XXXX the two cards with fraudulent activity were cancelled, and new cards issued ( with new account numbers ) to both my wife and myself. The new cards were received and activated on XX/XX/XXXX. On XX/XX/XXXX, we received an email from Barclays alerting us to the fact that our credit line was approaching its limit of {$21000.00}. When we followed up with a call to Barclays, we discovered the appearance of the 38 fraudulent charges described above. We denied these charges but were told by the Bank that they had been investigated they determined that they were all valid. We attempted to resolve the issues on the phone several times, to no avail. We have reported the issue to our local Police Precinct, and are awaiting a copy of their report. In the meantime we were advised by the Bank to compose a writeup explaining why the charges were fraudulent, which I completed and faxed to the Bank on XX/XX/XXXX. At this time, the Bank has refused to take the charges off our account, and since they exceed {$9500.00}, I had to switch automatic payments from " Pay In Full Each Month, '' to " Pay Minimum Balance Each Month, '' until this issue gets resolved. To the best of our knowlege, no final decision has been made by the Bank on this problem.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XXXX My mortgage company sent a check in the amount of {$3500.00} to XXXX XXXX XXXX XXXX XXXX XXXX DE. On XXXX Call Called Barclays Loan department and asked them would the payment be forwarded to the correct office. I was told by the customer service associate that if the payment was not sent to po box XXXX XXXX, PA that the check would not be applied to the account. I needed to stop payment on the check and reissue another check. On XXXX I made a payment of {$400.00}, so that the payment would not be late. On XXXX mortgage company sent a new check priority mail to po box XXXX XXXX, PA for {$3500.00} XXXX On XXXX {$3500.00} was applied to the account. On XXXX called customer care requesting a refund for the amount that was overpaid, which was a little of {$700.00}. At the time of the request, the check that was applied on XX/XX/21, had not been applied to the account yet. On XXXX Another check was applied to the account for {$3500.00} On XXXXA Refund check of {$4200.00} was issued. On XXXX Payment of {$3500.00} was returned due to the 1st check was stopped. Now there is a balance of XXXX and collecting interest. On XXXX I called and advised that I have not received the refund check yet. Customer service rep stated that she has requested for a supervisor to call back in regard to refund check. On XXXX Called Barclays loan customer service about refund check and was told that XXXX will call back later today. On XXXX called and basically stated that there was nothing they could do because the check was issued on XX/XX/21 and I needed to wait 25 business days to request for a stop payment on the check. I requested for the check number that was sent and they do not have records of check numbers. On XXXX Called Barclays loan customer service to request stop payment on check and the associate stated that they could not request that and would need to have manager call me back in 1-2 business days for them to request. I want my account to be rectified : I do not believe that the loan should be collecting interest after XX/XX/21, since this is Barclays fault for telling me to stop payment on 1st check and I was still waiting on Refund to be issued, so that the funds can be applied to the account. I want the account refunded immediately and the interest to be recalculated and sent a refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32065
Submitted Via: Web
Date Sent: 2022-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On my way back from my trip to The XXXX XXXX, I applied for the XXXX card on XX/XX/2021 while on the plane. The staff member was passing out applications. I had heard many good things about it and since I wanted to keep traveling I felt like it was something I needed. I got a letter in the mail saying I got approved about 3 weeks later. The was the last letter I ever received. In the last 6 months I didnt receive a card, no mail, a XXXX $ charge, ( which doesnt make sense if I never received the card ). I have called Barclays Bank to resolve this issue and they cant locate this account anywhere, and it still shows on my credit file. I have submitted XXXX disputes to close this account on XX/XX/XXXX and XX/XX/2021 because Im sure someone did some type of fraud with my information. This account shows as open on my credit file with great payment history but I havent made any payments since I have no access to it. An account number was never provided, no info was ever provided. They keep sending me emails that I have to make payments for an account that cant be located in their system and was charged XXXX $ without me ever receiving a card. I have called Barclays more than 10 times in the last 6 months and nothing has been resolved. I have good credit that I worked very hard to build and I dont want this to ruin it. I dont understand how it can appear in my credit file but yet they cant locate it with my Social Security XXXX or any of my information. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10455
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Written notification about debt
Subissue: Notification didn't disclose it was an attempt to collect a debt
Consumer Complaint: Hello. Our names are XXXX and XXXX XXXX, and we need your help with escaping from a financial deathtrap that we find ourselves in with tXXXX XXXX XXXXllowing companies : XXXX. XXXX XXXX XXXX XXXX XXXX, XXXX a non-bank lender of consumer loans for the purchase of timeshare interests. XXXX. XXXX the issuer of XXXX XXXX XXXX XXXX XXXX. In the XXXX, we purchased a one-week timeshare in XXXX XXXXXXXX XXXX We happily used it for one week every year for decades. As of XXXX, our only financial obligation for this timeshare was a maintenance fee of approximately {$2000.00} every year, which equated to about {$160.00} per month. XX/XX/XXXX : ENCOUNTER WITH DIAMOND RESORTS On XX/XX/XXXX, we were on vacation in XXXX XXXX, and we were contacted by XXXX XXXX to attend a presentation the following day at breakfast. At that presentation, a XXXX representative told us that our one-week timeshare ownership structure at XXXX XXXX would soon no longer exist and that we needed to purchase points to continue vacationing. He said points were more valuable anyway because they could be passed to our children. The salesperson spoke very fast and gave us many documents to sign, without allowing us time to read them over. At the time, we were ages XXXX and XXXX. We are now ages XXXX and XXXX. Shortly after our vacation, we suffered many health problems ( discussed below ). XXXX and Barclays sent bills and we blindly paid them because we had too much else going on to question why they were asking for so much money. Only recently were we able to sit down with our son and go through all the XXXX paperwork. After doing so, we now know that the documents we signed on XX/XX/XXXX, obligated us to purchase XXXX XXXX points for the price of {$80000.00} plus {$3000.00} in closing costs. The paperwork shows that the XXXX points were paid for as follows as reflected in the enclosed ATTACHMENT XXXX, which includes : ( a ) {$8200.00} trade-in credit for our XXXX XXXX XXXX XXXX that we would have kept if we werent told it was going away ), ( b ) {$11000.00} on a Barclays card with a 19.99 % interest rate, and ( c ) {$63000.00} in a XXXX XXXX loan with a 14.3969 % interest rate. LATE XXXX : HEALTH COMPLICATIONS Shortly after our XXXX XXXX vacation XXXX XXXX was diagnosed with XXXX XXXX and was told he would be undergoing XXXX treatment between XXXX and XXXX. In XX/XX/XXXX, XXXX underwent XXXX XXXX XXXX. Enclosed at ATTACHMENT 2 is a letter from our doctor XXXX XXXX XXXX XXXX, which details our health problems and explains that we are unable to travel. A few months after XXXX XXXX XXXX, we called XXXX and explained that we could not afford to pay the bills they and Barclays were sending us ; that we did not understand how we became obligated to pay them ; and that we could not travel even if we wanted to due to our health problems. We were told that getting out of the purchase would be very difficult. We spoke with XXXX Transition Department and were told to apply to the XXXX XXXX XXXX XXXX Department. We were told we would need to submit many different medical documents and financial records. We did not understand what we needed to do so we called back. Each time we called, we were more and more confused about how to apply for a hardship and our time and understanding was, and is, limited due to our critical health problems and our age. We are hoping that reaching out through the CFPB will help resolve things quickly so we may have some peace as we work on improving our health. WHAT WEVE PAID FOR SOMETHING WE NEVER WANTED, NEVER USED, AND WILL NEVER USE Despite not understanding how we ended up owing such a large amount of money or how a credit card was opened in our name, while we were going through our major health complications in late XXXX through XXXX, we paid the amounts seen on the document enclosed as ATTACHMENT XXXX. During that time, we did not have the time or energy to question everything and were afraid of what would happen if we did not pay all the bills we received. Only recently were we able, with the help of our son, to piece everything together. In total, we have paid {$36000.00} for something we never wanted and that we have never, and will never, use. XX/XX/XXXX : UNEXPLAINED CHANGE IN INTEREST RATE AND PAYMENT AMOUNT We would also like to know why the monthly payment XXXX XXXX asked us to pay changed in XX/XX/XXXX. The Truth in Lending Act Disclosure given to us in XXXX ( enclosed as ATTACHMENT XXXX ) showed that our monthly payment would be {$990.00} with an interest rate of 14.3969 %. This is the amount statements show we were billed ( and paid ) monthly in letters received from XXXX XXXX through XX/XX/XXXX. The new monthly amount ( {$1000.00} ) was reflected in a letter from XXXX XXXX dated XX/XX/XXXX ( enclosed as ATTACHMENT XXXX ). The letter displayed a list of possible explanations for the change in payment amount but none of those reasons applied to us. Specifically, all the reasons related to a change in how payments were made, including terminating participating in a SurePay Plan, closing a designated bank account, not maintaining a sufficient balance in the designated bank account, stopping payment on the SurePay Plan, revoking the SurePay Plan authorization, and not making payments on the SurePay plan when due. None of these reasons apply to our situation because we never signed up to pay via the SurePay Plan. While we now see that a box on the TILA disclosure is checked that mentions SurePay, we were never provided a SurePay Plan ( whatever that is ) to fill out and every monthly payment weve ever made was initiated by XXXX after receiving a monthly statement. Why is XXXX allowed to put one payment amount and interest rate in an official disclosure and then just change it months later? WHAT WE ARE ASKING OF XXXX AND BARCLAYS We recently received a letter dated XX/XX/XXXX, which states that our current balance for the Diamond loan is {$61000.00}. It was just {$58000.00} in XXXX. We think the balance on the Barclays card is around {$8200.00}. Weve paid these two companies {$36000.00} for absolutely nothing. Money that we desperately need to use to care for ourselves in our old age. We are asking for the following : XXXX. Barclays : a. Return to us {$6200.00} that weve paid them. b. Cancel any remaining balance. c. Remove any negative credit reporting. XXXX. XXXX : a. Refund to us the {$30000.00} weve paid them. b. Cancel any remaining balance and memberships. XXXX. Return to us either our XXXX XXXXXXXX timeshare ( so we can gift it to our children ) or the additional {$8200.00} at which XXXX valued our XXXX XXXXXXXX timeshare when they told us it was going away. d. Remove any negative credit reporting. e. Take back their timeshare. If XXXX and Barclays refuse to do the above, we want them to explain to us ( and to the CFPB ) : XXXX. Why XXXX told us that our XXXX XXXXXXXX timeshare was going away and that we needed points to continue to vacation when we were there in XX/XX/XXXX. We now realize this was probably a lie. XXXX. Why XXXX decided to change the interest rate and payment on the XXXX loan nearly a year after they made a TILA disclosure reflecting a different payment and interest rate amount. XXXX. Why we were not given proper information about the opening of a Barclays credit card. XXXX. How much money they were paid when someone else used our timeshare interest in the past two years when we were unable to use it. We think they need to pay that money to us if they dont give us a refund. Thank you to the CFPB for your assistance. And thank you in advance to Diamond and Barclays for helping to fix this situation and improve our lives. Sincerely, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11727
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-16
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: I bought a computer with XXXX in 2015. The computer arrived with a chip in the screen. I made payments and was trying to negotiate a replacement with XXXX. I started the return process, and therefore stopped making the payments, but the computer was never picked up by their service provider. I ended up having to keep the computer and the account was paid off 7 years ago.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55118
Submitted Via: Web
Date Sent: 2022-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: After having impeccable credit history for 9 years with Barclay, I received a late payment notification from credit bureau. I had no idea a financial obligation was owed on said account. Barclay did not reach out via phone, email, or regular mail. Upon further investigation it was due to short " staffing and covid ''. Barclay advised as a " curtesy '' they would remove the late payment. Which they removed from 2 of 3 agencies ( XXXX was never updated. Upon notification of the late payment, I contacted immediately and made payment ( min payment as I recall $ XXXX ). They are breaking multiple laws affected by congress with covid. I am a small business owner and had extreme financial hardship. That said I still would have paid the bill before the late period had I KNOWN it was due. I have disputed the late payment ( 1 in 9 plus years ) and they " verified '' with XXXX instead of holding their end of the agreement and removing. ( I should have never had to dispute in the first place ). Further fraud and or negligence will be reported to XXXX and Attorney General as need.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43213
Submitted Via: Web
Date Sent: 2022-01-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
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/XXXX I purchased an automatic litter box for {$89.00}, and paid through XXXX. I received a confirmation of purchase stating the item was coming from XXXX. Would not have purchased if I had known that. I never received the item and disputed the charge with Barclays credit card. They removed the item from my account. XXXX sent Barclays a notice stating I received the item and the {$89.00} Charge was put back on my account on XX/XX/XXXX. I contacted them and told them i never received it and they would not do anything. They said I need to send them documentation which I did on XX/XX/XXXX after contacting the USPS directly regarding the shipment I supposedly received. Not only did this package not get delivered to me, but it weighed 5 oz. The litter box weighs about 50 lbs. So obviously whatever was shipped was not what I ordered and was not even delivered to me. I have contacted Barclays 2 times after the initial call. The first call they said they hadn't received the documentation yet and the 2nd call on XX/XX/XXXX, they hung up on me. I just need to be protected from scams when using my card and obviously Barclays does not do that.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92653
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: Barclays US offers a branded Frontier Airlines Master Card where XXXX award miles are awarded upon opening the account and completing one transaction. Barclays actually has no internal system in place to award those miles. My account has been open 5 months and despite my calls to customer service I'm unable to gain resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-14
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This company allowed fraudulent transactions on my account and is unwilling to try to resolve this with me any further. On XX/XX/XXXX I was notified via voicemail of suspicious activity. I called customer service that day and was advised to call the fraud department the following day during business hours. On XX/XX/XXXX I spoke with the fraud department and disputed all charges made on and after XX/XX/XXXX as my last authorized purchase was on XX/XX/XXXX. I am the main cardholder and there is a second authorized user. I was asked if my card had been out of my possession at any time and I informed that neither I nor the other user have taken this card out of the home and no one has access to them. After speaking with the fraud department I went online and updated my alerts and account preferences, only to see that my account profile showed two cards ending with the same last four digit on the existing cards had been activated on XX/XX/XXXX. I called the fraud department back to ask why we cards were issued and why I was not notified, and was given a vague answer about how new cards are issued after a security breach. All of the fraudulent activity started the day after these new cards were activated and I pointed all of this out to the fraud department. They stated that an investigation would be initiated and that I would not be responsible for deputed charges in the meantime. I received a replacement card or myself a few days later but had to call again to ask about the card for the additional user. Though I had bee in touch with the fraud department many times at this point about both cards, I was told that I had only reported one card. This was untrue and did not make sense as the charges were on both cards for almost the same amount at the same stores on the same day. It should also have been suspicious to them as I used this card for one utility bill at less than $ XXXX/month and always paid the balance in full. The second card for the additional user was replaced and both cards were activated by me on XX/XX/XXXX. A few weeks later I received a letter in the mail dated XX/XX/XXXX stating that the investigation was closed and I am not responsible for the disputed charges. Most of the charges had been reversed and there was still a remaining balance of {$20.00} even though all of my authorized transactions had been paid in full. I checked my account again on XX/XX/XXXX to see that about half of the charges had been reinstated. When I called the fraud department again I had been informed that this was because they determined that some the charges were legitimate because I reported that my card was never out of my possession. I informed them again that the original cards were, but not the new cards that were reissued and activated without my knowledge. I was then told that there is nothing further that can be done to help me as the purchases were made in person with a chip card. When I asked about a signature being required by the buyer for such large purchases, and the fact that I was not present at those stores I was asked if I could possibly prove my whereabouts on the days in question. Though I have been communicating by phone with them for 2 months about this, I wanted to also send a dispute letter by fax ad mail. I faxed a formal letter and included my statements with disputed transactions highlighted. I am also mailing these same documents on XX/XX/XXXX. I will contact the FTC regarding this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11213
Submitted Via: Web
Date Sent: 2022-01-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A