Date Received: 2022-01-10
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2021 I made an error when I tried to pay my credit card bill using online bill pay and filled in the wrong line. The check was sent to Barclays instead of XXXX, the holder of my current account. On XX/XX/2021 Barclays received a check from my bank XXXX XXXX XXXX for {$6400.00} paid to an XXXX credit card that had been previously serviced by Barclays. I called Barclays on XX/XX/XXXX when I discovered the error. A representative from the online bill pay company was with me on that call. She sent a copy of the check to Barclays. I later called Barclays again and spoke to XXXX who asked me to send him a copy of the cleared check at XXXX. While we were on the phone he told me he had received the copy. A week or so later I got a call from XXXX DE telling me that a check would be processed and mailed to me in 2 to 4 weeks. I have received nothing. On XX/XX/XXXX I spoke to a person in the complaints department who told me there was no record of receiving a copy of the check and no refund has been sent. I also wrote a letter to Barclays on XX/XX/XXXX detailing my issues and never heard back from them. I called again later that week. After being transferred to a manager, they gave me a case # XXXX and told me they would work to have a check mailed out within ten business days. I called again after 2 weeks and they said the check was mailed out on XX/XX/XXXX. It is now XX/XX/XXXX and I have received nothing. I called again today to find out what the holdup is. They insist the check is out but I could walk it from Delaware in this amount of time. I have requested that they cut me a new check and send it via XXXX but they will not do that. This is not an insignificant amount of money and they have been holding it for four months. Please tell me what do I have to do to get my money back?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29803
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Fraud was committed on our Barclay cards starting XX/XX/XXXX. Our account was put on a high alert/risk status. My card physically failed to work on XX/XX/XXXX. I called Barclay to query. I was told two things. First potentially fraudulent transactions have been occurring, and the card failed to work because of a faulty chip. These two things are obviously unrelated. Regarding the fraudulent transactions, it was ascertained, after numerous phone calls, that a hacker had changed our account such that all control and information would go to him/her. When a suspect transaction occurred, apparently the hacker was able to respond by stating " yes that is a valid transaction ''. Regarding the faulty chip, two new cards were to be shipped overnight. We were told to activate the cards, and recreate our account online. The cards did not arrive. Further phone calls to Barclay divulged these cards must have been sent to the hacker not to us. Further fraudulent charges were being put on this account. We were able to reinstate contact information, via a phone call with Barclay, and once again new cards would be sent to us overnight such that we could activate and reinstate our account. One of the two cards arrived the next day. We have spoken to at least seven agents for approximately six hours. We still receive calls from Barclay stating suspected fraud is occurring. Many of these calls are received while on the phone with Barclay agents. We have lost all confidence in Barclaycard. That they are incapable of freezing an account until obtaining valid account information and reissue cards, escapes all logic. To date approximately {$40000.00} of fraudulent activity has occurred on this account. Some has been denied. After numerous conversations, two separate case numbers, and at least three different statements of " elevated fraud status '', this problem remains unresolved. We look for acceptable resolution and close the account. My wife and I have been with Barclay since XXXX. That a hacking and fraud has been committed is unfortunate. That Barclaycard is thus far incapable of stopping the problem is disturbing. XXXX XXXX XXXX XXXX XXXX. XXXX, CA XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95476
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: I was booking a XXXX cruise. When I got to the payment page there was an option to apply for the Barclay Carnival credit card. I applied for the credit card and was approved for funds greater than the cost of the cruise that I was booking. After showing my approval, the page prompts to complete the booking. When I selected the complete booking option I get an error page with nonsense script. There is no option to complete the booking process with the credit card that was just opened. I did video the process. The process repeated when my husband tried doing the exact same process to open an account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 342XX
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-09
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: The card in question is an XXXX XXXX XXXX XXXX that I use for my one man company for business related expenses. The XXXX statement showed 2 charges in XXXX that I reported in XX/XX/2021 to Barclays. They cancelled the card and issued a new card. When I received the card I could not activate it. When I called Barclays I was forwarded to the security department. They could not resolve the issue. What I later found out was that Barclays was in the midst of combining my personal XXXX account with my business card account under XXXX login name and password for security. During this period it seems that no one at Barclays could access my file. I could not access my statements and, as you will see in the attached documents, I resorted to writing a letter in XX/XX/2021 to highlight the disputed charges and that I wish to close the account. The wrote back saying this was not possible. I was able to access the system in XXXX and found the dispute section ( that is buried in their website ) and filed a dispute ( see copies of dispute acknowledgment ). Barclays last letters indicate they contend too much time passed for them to do anything and basically saying it was my problem when, if fact, they knew of the issue in XX/XX/2021. First, why did they not contact me when the charges were made? It appears that the charges took place in XXXX XXXX. Isn't that suspicious on its own when my pattern of spending was known in their system? Second, I did not make or authorize any charges to the company in question. Third, I could not find anything about this company in XXXX. Fourth, Barclays had to have a link to the card reader and bank account for the company in question to process these charges. Why can't they simply reverse the charges and credit my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2022-01-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: This is in regards to my Barclay card. I pay off the entire balance twice a month. I go to the Barclay Internet site, see what I charged, see what I owe and pay it off. It always adds up when I add the new charge numbers compared with the payments I have made. This month the Statement said I owed {$1500.00} ( XXXX ) and I have no problem with that, I went over the charges. I paid {$1400.00} of it which is reported as such on their internet Statements provided for me. That comes to a total of {$150.00} which I would gladly pay because I owe it. The Statement amount I owed said I owed {$500.00}. I wanted an explanation of why so I contacted them through their site. They replied see your transaction statement. That's exactly what I had done and the numbers just didn't add up. I called them went over the numbers. They said it was carryover from the month before but when we viewed those statements I actually carried over a surplus. we looked at the statement before that ( surplus ). They could not explain the discrepancy. I spoke with the supervisor, she could not explain the discrepancy. It ended with " you just owe that because that's what our records say you owe, so pay it. '' I have paid it and cut up my Barclay card. I told them to cancel my account but in my eyes because they couldn't explain the extra {$300.00}, I believe they stole that money from me. Thanks so much for this outlet and I hope you can help or at least warn people not to use Barclay. Respectfully, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60477
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: As of XX/XX/2019 the account was Charged Off. Since the company is in violation of 16 CFR 433.1, 433.2, and 433.3 and this should have been an open ended account, they are posting false and misleading information in the public, which is causing damage to my person. The account says closed, but they are still doing inquiries into the account without my express written permission to do so. These are in direct violation of : 15 USC 1692c ( a ), ( b ) 15 USC 1692b 15 USC 1681b 15 USC 1681s 15 USC 1692e ( 8 ) 15 USC 1681n Pursuant to the 15 USC titles above, this is evidence that I am being subjected to custom and usage practices of BARCLAYS BANK and injury has occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
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 noticed two suspicious charges to my Barclaycard CashForward Mastercard, both with a transaction date of XX/XX/XXXX, so I contacted Barclays ( XXXX ) to dispute the charges and to notify them of unauthorized activity on my account. The unauthorized charges were for two cash advances in the amount of {$200.00} each taken out and charged toward a XXXX XXXX XXXX. There were also two {$10.00} cash advance fees associated with the unauthorized transactions that I was disputing ... a total of {$420.00} worth of unauthorized transactions. The representative took my information, issued a new replacement credit card number, opened a case with Barclays fraud department ( Case ID : XXXX ) and placed a provisional credit back on my account. When I next checked my online account information, there was only a provisional credit of {$210.00} ( half of the total unauthorized transactions ) so I called back on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX before finally getting a representative to place a provisional credit for the remaining unauthorized {$210.00} on my account ( Case ID : XXXX ). On XX/XX/XXXX I received an email from XXXX ( XXXX ) stating that on XX/XX/XXXX, XXXX XXXX, XXXX ( a company that I have purchased from in the past ) became aware of a potential data security incident and partnered with XXXX to do independent computer forensics as part of an internal investigation. On XX/XX/XXXX, the investigation determined that payment card information was obtained without authorization on XX/XX/XXXX, and on XX/XX/XXXX, the investigation determined that my payment card information including my name, address, payment card number, expiration date, and payment card security code may have been obtained. This information, coinciding with the unauthorized transactions on my Barclaycard Mastercard account on XX/XX/XXXX, leads me to believe that my card information was indeed obtained in the XXXX XXXX data breach and then used to take out the cash advances for XXXX XXXX XXXX. On XX/XX/XXXX, I received a letter from Barclays stating that their fraud investigation was complete and they found the disputed activity to be valid, thus they were reversing the provisional credit ( s ) and placing the amount owed back on the account. They have also now attached an additional {$5.00} interest charge on the cash advances to my account. On XX/XX/XXXX, I called the XXXX number on the letter and spoke with a representative in Barclays fraud department who stated that their investigation showed that my card, which was never out of my possession, had to have been present at the time of the cash advances taken out with XXXX XXXX XXXX. The representative told me that my only recourse was to contact XXXX XXXX XXXX at XXXX and dispute the charge with XXXX XXXX. When I called the XXXX XXXX number the representative stated that I would have to contact the fraud department but there was no telephone number for that department and I would need to send an email to XXXX. My efforts to get these {$420.00} worth of unauthorized charges removed from my account have been fruitless thus far dealing with Barclays. On their website they claim, " Use your card with confidence ... Count on Barclays ' {$0.00} Fraud Liability protection. With our fraud liability coverage, you aren't responsible for unauthorized purchases made with your card that you report to us. It doesn't matter if your card is lost, stolen or breached - online or offline - you're protected. '' I did as they requested, reported the unauthorized activity as soon as I noticed it on my account, but Barclays doesn't seem to be following through on their stated protections, nor are they maintaining my confidence at the moment.
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: 2022-01-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: My problem is that Barclays Bank will not remove me as an authorized user on an account that is not mine. I know the owner of the card and I have been working with her. She first called Barclay 's on XX/XX/2021 to ask that I be removed. I started a dispute with XXXX soon after to ask them to review the account, thinking that they would see the action by the Customer care rep on XX/XX/XXXX. In that call on XX/XX/XXXX, the customer service rep told the card owner they had removed my name from the account effective immediately. A credit check on XX/XX/XXXX indicated it was still there. On XX/XX/XXXX another check was run, my name was still attached to the account. I called XXXX and followed up on the dispute I had initiated. The dispute finding was " This product [ card ] belongs to you [ XXXX XXXX ]. '' That information is incorrect. The card never belonged to me, I have never been a signatory on the account. I was only ever an authorized user. On XX/XX/XXXX, we called Barclays again. They said, " Whoever tried to take the name off before did it improperly. I will do it correctly. '' Then he said, " it is done and effective immediately. '' We asked for documentation on paper and he said he had no way to send paper documentation but he would put an annotation in the file so that there would be a record of my name being removed when XXXX contacts them. On XX/XX/XXXX, upon learning that the Barclays card was still associated with my name, we called Barclays again. We spoke to a representative who said she was removing my name and confirmed she had done it. When we emphasized that we must have documentation in writing because we have twice attempted to have my name removed without success, she said she could not give us anything in writing. She then asked to go and check something. When she came back, she said she had not, after all, removed my name, and that she didn't know how to do it, and that her system was down and that's why she couldn't do it. We pointed out that the system surely could not be down for a month, but she had no answer. We asked if the previous two calls were documented on the account and she said yes ( not sure I believe that ). She then gave us a fax number for " Customer Care correspondence '' and asked us to fax our request. We asked if there was a person to whom address the fax. No. A department? no. Any instructions for what the letter should say or include? No. ( Do I believe this is an actual policy for dealing with complaints at Barclays? No. I think she just wanted to get us off the phone. ) We then asked to escalate to her manager, she said she was not allowed to let customers speak to managers (! ). When we asked her her name, she would only give the name " XXXX '' and would not give a last name. We have no other access to service at Barclays besides the general customer service line, because the card has been taken over by a debt management company ( who incidentally confirm that they are in active negotiations to settle this debt ). I faxed letter to the number she gave. I included both our names and the DOB of the card 's owner ( again, no instructions, so difficult to tell how Barclays will find the account ). I included statements directing them to remove my name and giving written permission to release my information to XXXX. I asked them to fax confirmation that my name was removed. ( I have to say that I don't expect much from this fax after three failed attempts with actual humans. ) I then called XXXX. The representative confirmed that the Barclays card is still showing up connected to my name. He noted that Barclays had reached out to XXXX on XX/XX/XXXX ( which is unusual because XXXX did not initiate the contact with Barclays ) and that Barclays had reported the information that the card is my card. ( This is not true -- it is not my card -- I was only ever an authorized user ). At this point the XXXX representative suggested that I make a formal complaint to CFPB.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98102
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
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 was made responsible for fraudulent charges totaling {$9000.00} plus interest on 131 charges made on XXXX between XX/XX/21 to XXXXI notified Barclays on the evening of XXXX but they did not cancel the card leading to 3 more charges totaling {$1600.00} till I called back again on XXXX. All activity was not mine and I believe my card was hacked through my daughters XXXX account as she used my credit card as she is XXXX and visually handicapped with no credit of her own. Barclays first said I was not responsible but then decided I was. XXXX was of no help in this matter. Barclays claims that all items where delivered to my daughter in XXXX. This is not true! I was never notified by Barclays that there was unusual activity on my card- sometimes 16 transactions a day!! 2 transferred were over {$1000.00}. They initially took all the charges off then put them back in XXXX. There was only one actual charge made by me during those dates and it was for eye vitamins for my daughters XXXX. XXXX was quick to demand repayment for those when they probably had to repay Barclays. I have been a long standing customer of Barclays using the card for XXXX XXXX XXXX. I am a XXXX XXXX XXXX retired XXXX who does not appreciate being treated this badly. This also lowered my credit rating. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 166XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: A call from XXXX identified himself as Barclay Bank 's attorney. We have never dealt with that bank. He demanded that I send him {$6600.00} to resolve a credit card debt. This is a scam.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A