Date Received: 2024-03-02
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: On XX/XX/XXXX I received a notification that my credit card was used to make a purchase that I did not make. I immediately within an hour notified the credit card company ( Barclays ) of the fraudulent transaction. They cancelled the card number and issued me a new card. On XX/XX/XXXX I received a letter from Barclays saying the merchant disputed the claim. Barclays applied the transaction to my new card. I called Barclays and they said they opened the investigation on XX/XX/XXXX ( 33 days after I reported the fraud ). I called the merchant and they acknowledged the use of my card was fraudulent and they did not properly vet the use of my card. Barclays still refuses to remove the fraudulent charge from my account. I have made several phone attempts with Barclays but they refuse to do anything to resolve the issue. I also filed a police report with the XXXX CT police for the identity theft and fraudulent charge. The police report number is XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2024-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-03
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Barclay card promised a promo rate of 3.99 % of purchases during a time period. The verbiage used initially implies that those purchases made during that time would be forever the rate of what would be needed to be paid back in accrual of the debt. But, in fact, Barclay has the purchases in that promo time go up to their standard rate of 19.24 %. Had I known they would bait and switch like this, I would not have made those purchases with them. I contacted them via online banking first, then another time to their dishonest reply of what was offered in the initial promo offer. I attached for you -- my query to them via inbox of their online banking below. I also contacted a customer service representative and made her promise to take my concern and complaint to the highest authority possible with their company. She did not, I received no additional responses or communication from them to this date. the correspondence was this : nterest Rate Why does the promotional rate on purchases of 3.99 % seem to have gotten lumped i XXXX XXXX XX/XX/XXXX, XXXX XXXX Why does the promotional rate on purchases of 3.99 % seem to have gotten lumped in with the awful rate now? I understand that it is past XXXX XXXX, XXXX, but my understanding was that that rate stays with those purchases made with that rate, otherwise, I would have not done those purchases. It is unethical on Barclay 's part to do this to a customer ( in my opinion ). Please keep these purchase rates separate as was promised. Barclays customer service XX/XX/XXXX, XXXX XXXX Hi XXXX XXXX : \n \nThank you for contacting us about your Barclaycard CashForward Mastercard . We understand your concerns and apologize if you've received anything less than superior service from us. We strive for excellence and appreciate the time you have taken to give us your feedback. \n \nUpon review of your account we can confirm that on XX/XX/XXXX you accepted a 3.99 % promotional APR on all new purchases made through XX/XX/XXXX. Standard purchase variable APR applies to any remaining balances after XX/XX/XXXX. Your standard variable APR for purchases on your account is currently 19.24 %. Unfortunately we are unable to change the terms of this offer and can not reinstate the 3.99 % rate on those purchases. \n \n This information is also available on your statement under the section heading Interest Charge Calculation - 30 Days in Billing Cycle. Your statements are available to view and print on our website. To do so, please click the Activity & Statements dropdown menu and select the Statements option. On the following page, you may then choose the statement you wish to view from the dropdown list of available dates and click the Download button. \n \nWe hope you find this information helpful, and we thank you for your continued business. If you have any other questions or concerns, please reply to this message. \n \nSincerely, \n \nCustomer Care \n \n XXXX XXXX XX/XX/XXXX, XXXX XXXX This is unacceptable and a predatory lending practice. All that needs to be done is a separation of the purchase interest rates as was promised. To not do this, the soul of Barclay becomes a force of pure evil. Barclays customer service XX/XX/XXXX, XXXX XXXX Hi XXXX XXXX : \n \nThank you for contacting us about your Barclaycard CashForward Mastercard . \n \nWe understand your concerns and apologize if you've received anything less than superior service from us. We strive for excellence and appreciate the time you have taken to give us your feedback. \n \n Your interest rate is made up of the prime rate plus your variable margin annual percentage rate 19.24 %. The prime rate is the highest listed U.S. Prime Rate published in the Money Rates Section of the XXXX XXXX XXXX on the last business day of each calendar month. An increase or decrease in the Prime Rate will cause a corresponding increase or decrease to your variable rate on the first day of the billing cycle that begins in the same month in which the applicable Prime Rate is published. \n \nAny increase or decrease to your variable rate will cause a corresponding increase or decrease in the amount of interest assessed and effect the amount of the minimum payment due. We can confirm your current minimum payment due is {$140.00}. \n \nYour APR prior to the Prime Rate change was a variable 17.99 %. Your new APR will be a variable 19.24 %. You are able to view your interest rate on the website by clicking on the Account settings link. Additionally, the interest rate is listed on your monthly statements. At this time there is no lower interest rate available. \n \n We apologize for any inconvenience this may cause. \n \n If you have any other questions or concerns, please reply to this message. \n \nSincerely, \n \nCustomer Care
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55406
Submitted Via: Web
Date Sent: 2024-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: When I trying to book a flight with XXXX XXXX the website shown a promotion for XXXX reward points as sign up award. However when I receive the card and sign up online the promotion changed to XXXX. I raised this with XXXX XXXX number of times. Initially they said this was a mistake they will put a case through. Then second time they said they were sorry but they cant offer XXXX as promised by the website. XXXX is max they can offer
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 93021
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I noticed on my Barclays XXXX XXXX statement dated XX/XX/XXXX a charge for {$29.00} for XXXX XXXX car wash that I didnt recognize. I contacted XXXX XXXX car wash on XX/XX/XXXX and asked about the charge and I was told it was a monthly charge for unlimited car wash. I informed the representative from XXXX XXXX that I didnt sign up for a monthly car wash and she told me I signed up in XX/XX/XXXX and they had been charging me monthly for the service since then. I told her I only authorized the {$10.00} charge on XX/XX/XXXX for their promo of thirty days of free car washes -I hadnt authorized anything else. She told me she would cancel the monthly subscription. I requested credit for ten months worth of transactions they had been charging me without authorization ( XXXX XXXX ) and she told me she could only credit me for three months worth. I said that was unacceptable as I didnt authorize any transactions but the {$10.00} on XX/XX/XXXX. I then contacted Barclays billing disputes and spoke to someone regarding this and she said that since the merchant said they would credit three months, she would dispute the remaining seven months unauthorized transactions. On Wednesday, XX/XX/XXXX, I received a letter from Barclays disputes department saying they were unable to obtain credit on my behalf because they did not receive the notification within two statement cycles after the charges appeared on my monthly statement and they are past the timeframe to assist. I called Barclays disputes department that same day and spoke to a gentleman and told him the charges were fraudulently made by XXXX XXXX XXXX XXXX so asked how I would know to notify them within two statement cycles? He said they are unable to assist so I requested to speak to a supervisor to which he took down my number and said I would receive a call back in 24 hours. I never received a call back. On XX/XX/XXXX I called the company and requested proof of authorized signature for the monthly charges and I was told my message would be passed along to someone who would call me back. Never received a callback. On XX/XX/XXXX I received communication from Barclays saying they can not assist with obtaining credits since I cancelled the services with the merchant after the charges were made and that they do not have dispute rights because of this. This makes no sense because I contacted the merchant, XXXX XXXX, on XX/XX/XXXX after seeing the additional monthly charges on my credit card to ask them why they were charging me and it was then that the merchant told me that the charges were for a monthly car wash subscription. I told the merchant I didnt authorize these charges and the merchant told me they would cancel the reoccurring charge since I never authorized the monthly charges. Again, I only authorized one single charge for {$10.00} on XX/XX/XXXX for thirty days of free car washes promo. The merchant used my information to make additional charges without my authorization in a fraudulent manner. And the companys response is a violation of my cardholder rights because they used my card information to make monthly charges to my card without authorization and arent providing proof otherwise. Then they said I cancelled the service they were fraudulently charging me for and now they cant obtain credit for the fraudulent charges. This makes no sense and corruption - I didnt authorize the merchant to charge me monthly in the first place! The merchant used my information to make additional fraudulent charges monthly, I never used their service after the thirty day promo so they need to provide credit to my card for all ten months worth of unauthorized charges, not just three. Your attention to this matter is much appreciated. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ND
Zip: 58102
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I opened XXXX XXXX XXXX XXXX XXXX Mastercard which is in partnership with Barclays on XX/XX/09. They advertise that as a part of getting approved for this card I will get complimentary gold status with XXXX. It takes 1-2 billing cycle to reflect. I never got that. They upgraded me to silver but not to gold as advertised. I checked my XXXX account and my Barclays account. I reached out to XXXX and they agreed with me but asked me to reach out to Barclays. I reached out to Barclays this morning and they agreed with me too and asked me to reach out to XXXX. I reached out to Barclays again this afternoon and magically I see my status on Barclays as Gold. However, my status is still Silver on XXXX. Two of the following possibilities : 1. Barclays and XXXX system don't talk to each other and they are not in sync even though its a cobranded card 2. Someone magically updated my status to Gold after my complaint but XXXX system hasn't reflected it yet as it may take few days for the updated information to reflect. Either way I was incorrectly devoid of the Gold status that they advertised. I paid {$490.00} annual fees with the card too.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX BARCLAYS BANK DELEWARE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX " I am opting out of your reporting services. According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX, XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX, XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. " I am opting out of your reporting services.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I have called, mailed and emailed communication to this company and received no response for 30 days
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95828
Submitted Via: Web
Date Sent: 2024-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I was a long-time cardholder of the XXXX XXXX XXXX XXXX issued by Barclays Bank . There has always been an annual fee, but since the pandemic, not only did the fee increase, but the benefits associated with the account did not justify the fee. I called customer service and first asked that the card be downgraded to another product ( with a lower annual fee ) -- and they refused. I found this odd because every time I travel, they are pushing the downgraded card. I then told them I had to cancel because the annual fee no longer was no longer justified, but I expressed to them that I only wanted to cancel if I could get a refund of the fee that was just paid ( XX/XX/year> ). The call occurred sometime in XXXX ( I don't have the exact date ). I did not schedule a payment for XXXX because I figured the offset of the fee would take care of the outstanding balance and the remainder would be mailed to me. Unfortunately, that was not the case. When I received notice there was a late charge on the account ( on or around XX/XX/year> ), I called and let the person know what happened and they reversed the late charge and finance charge. They said they would pull the previous call to verify our conversation ( i.e., that the agent told me I would receive a refund of the annual fee ), and that it would be XXXX business days and someone would contact me. I have yet to receive a refund or contact from the company. I am extremely upset because not only did they refuse to downgrade my card to a different product, but they kept nearly {$200.00} for a fee that they did not earn. If I would have known they would not refund me, I would have kept the card open for another year.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76705
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I was alerted to a new hard credit inquiry on my credit report, lowering my credit score. It showed it was from barclays bank delaware. I contacted the bank and the person I spoke to asked me to provide a number associated with an account to look it up. I stated I did not have that. I was transferred to the fraud department where they attempted to find the inquiry but found nothing. It is now showing on both my XXXX and my XXXX reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On XX/XX/XXXX, I opened a savings account with Barclays Bank. I transferred funds of {$500.00} to open this account from my XXXX XXXX XXXX XXXX account. Shortly after opening the above account with Barclays, I attempted to deposit a check to that account. Apparently this started off a big problem. I was locked out of my account and could not access it on line. I called customer service and on that initial phone call ( sorry, do not have that date, but it was in early XXXX of XXXX ) I was told that a fraud alert had been put on the account, and the account was now closed. That person told me that the {$500.00} would be returned to my credit union account. That did not happen. Since then, I have now made 4 subsequent calls to Barclays Bank and have been told different stories each time. XX/XX/XXXX I was told by XXXX at Barclays that the account had NOT been previously closed, as I had been told, but was still open but " locked. '' At that time, getting frustrated, I told him to close it and transfer the money back to my credit union account. He said he did that, and issued a ticket number. He told me the money should appear the following week. It did not. XX/XX/XXXX Follow up call made -- The representative assured me the account was closed and the money should be in my XXXX account, and if it wasn't, it was the fault of my credit union account, not on Barclays end. I then called my credit union and they spent a good deal of time searching for this deposit that never happened. They said it was definitely not sent, and I needed to call Barclays to pursue further. XX/XX/XXXX Call to XXXX at Barclays : I was told the funds were definitely transferred on XX/XX/XXXX, and they should show up in my credit union account by XX/XX/XXXX or XX/XX/XXXX at the latest. They did not. XX/XX/XXXX Final call to Barclays : I asked to speak with a manager or supervisor and was told that was not possible, but that I had to create a ticket and will receive a call back in a few days. I proceeded to explain the whole story once again, and this person told me that it will take up to 90 days to receive the funds back in my credit union account. He then created a ticket for a manager to call me, but disconnected the call before I was given the ticket number. I feel that 90 days is excessive for one thing, but my bigger issue is getting different stories every time I call. At this point I have no faith or trust that my money will ever be returned! XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2024-02-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A