Date Received: 2021-09-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I booked a cruise on XXXX cruise line on a Barclay 's XXXX card. The cruise was paid off in the winter of 2019 pre covid. The cruise ( a transatlantic cruise ) was cancelled by XXXX due to covid and the cruise was moved to the XXXX transatlantic cruise, which was also cancelled. At this time I have requested and received a refund from XXXX XXXX line for the cruise. Unfortunately, they returned the money to the card that I purchased the cruise on - my now closed ( due to awful customer service ) Barclay 's card. Although XXXX processed the refund and I verified it, I can not find anyone at Barclays to help me get my money back. I've called at least half a dozen times just today to either be hung up on or put on terminal hold. They are sitting on money that is mine, and I can not find a single person who can help me get it returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29466
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: In XXXX of XX/XX/XXXX, my close friend XXXX flew on XXXX XXXX from XXXX to XXXX XXXX and back. During the flight, the flight attendants were handing out applications for the XXXX XXXX XXXX XXXX XXXX Mastercard, which offered {$0.00} intro annual card fee for the first year and XXXX bonus miles, if you made a small purchase within 90 days. XXXX took one for himself and one for me ( XXXX ). The flight attendant said this was okay. Once you filled the application out, you could hand it to the flight attendant or mail it in or do the same online. XXXX decided to do it online, but there was no box to enter the promotional code from the application he was handed. The credit card company rejected his application because they claimed they could not verify his identity - even though he had just gone through the security checks at XXXX 's and XXXX XXXX XXXX airports security check points with proof of negative covid tests. His XXXX XXXX Acct. # XXXX. When I applied, I ran into the same problem online - no promotional box to enter the promo code - they approved my application and sent me a credit card. I made a small {$20.00} purchase with it to get the XXXX miles. Instead of what was offered on the in flight card application, I received no miles and was charged a {$99.00} annual fee. I contacted customer service, explained the problem and gave them the promo code I had. They advised me to go ahead and pay the monthly fee until this was resolved. Several weeks later, I received a letter from them stating that they wouldn't help me with the " Rewards Issue ''. Now, I am stuck with a credit card I do not really need, no XXXX bonus miles and a $ XXXX yearly credit card fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
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: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46220
Submitted Via: Web
Date Sent: 2021-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have recently graduated from college, come to find out that I have fraudulent accounts in my name. I have dealt with identity theft for the last 7 years of my life, I have installed all the proper things needed but these banks still open credit in my name for these criminals. Under FCRA 615 ( f ). I am asking your financial institution to CEASE & DESIST all reporting of these fraudulent accounts. Barclays Bank Delaware : {$16000.00}. These accounts are the result of identity theft and I attest under perjury that they are the result of identity theft. This is a legal request to cease and desist.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
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: Fraudulent charge for {$950.00} dated XX/XX/2021 appeared on my statement. I disputed charge immediately. Barclays cancelled my card and initiated investigation. On XX/XX/2021 I received a letter stating that Barclays had judged the charge to be legitimate, providing absolutely no documentation. Two calls to bank resulted in my being told that I have to pay charge. They said that they had contacted the merchant and the charge was legitimate per the merchant. The bank had no proof of authorization by me and did not even know the merchant 's location. The charge was for 12 hours of fly fishing lessons. I never made this purchase and have never even fly fished!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06340
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I was charged a late fee on a new card before I had even received the card or an initial bill. I have sent an email as they requested over a month ago and have been ignored. Have tried to call on several occasions and was on hold for over 30 minutes without a representative answering.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filled a dispute in regards to the incorrect information on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76006
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2021, my Barclaycard Rewards Mastercard was stolen by thieves. The thieves drove off with it and immediately went to a nearby commercial center and began using it, including stopping at a gas station and filling up. I received a fraud alert from Barclays which is when I realized my card had been stolen. I immediately had Barclays deactivate the card and send me a new one. I contacted their customer service department several times, listing out what had happened, and every single fraudulent transaction that occurred that day. In fact, after my real transaction that day at a XXXX, every single transaction that occurred afterward was fraud/theft. Those were the last transactions on said card. For some reason however, their fraud department keeps insisting that the transactions are valid when in reality they are absolutely not. I have tried and tried to explain this simple situation to them, and have called them dozens of times with this same issue. Each time I am redirected to the " fraud '' team where I am subsequently sent onto a two hour hold ( 2 hours at least, I usually hang up after wasting 2 hours for them to answer the phone ). So far I have not heard anything back from them. Worst part of this all is that this card is fully paid off, and now they've added the stolen transactions onto my account and are trying to tell me to pay them off, including interest, WHEN THEY ARE ALL FRAUDULENT TRANSACTIONS. What makes this even more infuriating is that they've already found a couple of these transactions on XX/XX/XXXX to be fraudulent, yet have found others to be valid, seemingly at random, despite that some of the transactions occurred after the ones they've admitted were fraud, chronologically. So not only are they insisting that I'm lying or delusional, their own audit logs or judgment seems I already got robbed in real life, now Barclays is trying to rob me again. This is coming from a customer who had the card for over 10 years, back when it was first called the XXXX rewards card. This is how they treat their customers who have been loyal and responsible but are unlucky enough to be victims of crime.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: There is an issue with the automated phone payment system for Frontier Airlines Business Credit card on XX/XX/2021. The system changed this month where it would not let the owner, employee or administrator make a payment. Given the option to talk to a representative I waited on hold for an hour and when I got the representative she could not find my account. She put me on hold for another 20 minutes to talk to a security advisor and then got dropped. After the fact, I noticed that the last four digits are different on the monthly mailed statement and the actual credit card. The Frontier pay-by-phone number is XXXX. Problem was not resolved and my payment is now late. Note : I use the automated phone system for all my payments and never had this issue in the past.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80504
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: This relates to a previous complaint I had with my XXXX XXXX XXXX VISA with Barclay 's Bank. On XX/XX/XXXX I was advised that Barclays had found in my favor on that complaint with CFPB. Accordingly, they credited my account for {$31.00}, supposedly on XX/XX/XXXX. I calculated that this reduced my outstanding balance on my card to XXXX. The previous CFPB Complaint # is : XXXX-XXXX In the past 10 days, I have tried AT LEAST 10 TIMES to call Barclays Customer Service to determine if my assumption about XXXX balance is true! Their customer service is HORRIBLE!! I either get disconnected, or have spent up to an hour on hold with NO RESPONSE! I can not check my balance on-line, as the website tells me I must contact customer service. When I call customer service, the automated system will not give me my balance or payment information. It just keeps telling me I need to speak to a Relationship Manager, and then either disconnects me or keeps me on hold FOREVER, listening to crappy music, and never having anyone answer my call! Even when I call the phone number of the Office of The President at Barclays, I get told no one is available and get disconnected! This company is ABSOLUTELY TERRIBLE, and their Customer Service should be called Customer DIS-SERVICE! I need to make sure my account has in fact been " XXXX out '' as assumed by my calculation of the credit they gave me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A