Date Received: 2021-02-26
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed a dispute in regards to the incorrect items on my credit report and its been well over 30 days and I havent received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 15236
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
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 a fraudulent charge for {$490.00} dated XX/XX/XXXX from XXXX XXXX I notified Barclays about the charge and they cancelled the credit card and issued a new one. Originally they removed the charge but I received a letter 2 days ago stating that after an investigation they determined that the charge was valid and put the {$490.00} charge back on my account. The letter was dated XX/XX/XXXX. I called them back and they refuse to remove the charge and will not listen to me when I told them I never made the purchase and that the charge was not valid.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: By the provisions of the Fair Credit Reporting Act, I demand that these items be investigated and removed from my report. It is my understanding that you will recheck these items with the creditor who has posted them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MN
Zip: 55117
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: On XX/XX/20 I attended a Wyndham Vacation sales presentation. The time shares were more than I could afford, but the sales representative used aggressive sales techniques. He managed to sell me a 2 yr program with XXXX travel points. It was still something I could not afford, but the representative advised me that they had 2 companies that could possibly finance the amount upfront ( didn't disclose it would be credit cards or that it would be hard inquiries on my credit ). The representative assured me that I would be able to make payments as low as {$30.00} or {$80.00} dollars depending on which finance company approved me. I was approved for both, but I was not disclosed that the APR for both approvals would be 20 %. A few days later California along with most of the country shut down due to Covid. I called the company back in XX/XX/XXXX requesting to cancel the program as I had not used ANY points and had been making payments. I was advised that there was no need for that, that the company would extend the time. I called the company again today, and they told me that the extension for unused points is only 6 months. There is still traveling restrictions and its not safe to travel. I have been paying for the last year. I do not want a refund. I simply want to cancel this charge, I have not used any benefits, and the APR is too high. I truly believe that this service/ product was sold to me under pressure, and I was deceived by the actual amounts I would be paying. Not only were deceptive, and unfair techniques used at the time of sale, but it is abusive to the customer to refuse to cancel a product that can not be used in the near foreseeable future. I have a contract showing the APR I was told I would pay, notes from the sales man on how much my payments would be. I have tried reaching to both the merchant and the credit card company in regards to this. I filed a complaint with the merchant and I was told there was nothing they can do. I have tried contacting the credit card company, but each time I try to press an option to file a dispute the calls disconnects after an automated message states that my request can not be processed and I am unable to speak with anyone at the moment. Trying to pay a XXXX debt for something I can not use seems extremely unfair, after 1 yr of on-time payments, I still have a remaining balance of XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91325
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
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: My wife had planned a trip and used XXXX for travel arrangements. She used my credit card issued to me to pay for the trip. The trip was booked months in advance and my balance was paid off in full. Months later the pandemic struck our state of NY and the world. All trips were cancelled and a vacation was the last thing on all of our minds, nevertheless we contacted the credit card customer service and explained the situation. We were told no refund would be given, and that the policy is that no dispute of charge after 60 days. This was a {$1800.00} charge and I have tried on multiple occasions to resolve this. I have full documentation and proof substaniating my claim and the department refuses to reopen this matter. I still have the account ipen in hopes they will issue me credit. Attached are documents faxed multiple times to Barclays of Delaware. Please feel free to contact me for more info.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12533
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received the below offer in XX/XX/XXXX Double Bonus Opportunity Earn up to 60,000 miles! XXXX, you've been selected to receive this special cardmember offer. No need to enroll! Just use your Barclaycard Arrival Mastercard. Use your Barclaycard Arrival Mastercard for purchases from XX/XX/XXXX to XX/XX/XXXX and earn up to 60,000 miles.1 2 1 Earn an additional 10 miles for every {$1.00} spent on purchases made from XX/XX/XXXX to XX/XX/XXXX, up to 10,000 miles. The miles you earn with this offer are in addition to the miles you already earn with your Barclaycard Arrival Mastercard. 2 Plus, earn 50,000 miles when you spend at least {$3000.00} on purchases from XX/XX/XXXX to XX/XX/XXXX. I have met this offer but never received 60000 reward points into my account. I have passed three statements after I met the offer. I have contacted barclays many times regarding this. I was told on XX/XX/XXXX, that I will receive the 60000 reward points for this offer on XX/XX/XXXX statement but I have not received it. Barclays has been continuously cheating me for months.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have contacted Barclays Aviator Business numerous times and to date I keep being told that the miles will reflect on next billing statement. I am now approaching my fourth billing statement and no rewards yet. I email customer service via the website ( account portal ) and its a complete waist of time they are not helpful or resourceful. I call customer service and they only tell me " next statement '' and giving me the run around. I have met all the requirements needed to earn the XXXX bonus XXXX miles and in addition opened an employee account for an additional XXXX miles and also met the requirements. Barclays Aviator Business owes me XXXX miles. I just can't understand why they take so long to post or process these miles per the terms and conditions.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-24
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Follow-up response to Barclays response of XX/XX/XXXX ( attached ) to CFPB Complaint XXXX of XX/XX/XXXX : Dear Barclays Representative, Thank you for the prompt response to my initial Consumer Financial Protection Bureau ( CFPB ) inquiry. And thank you for clearly stating what Barclays protocols are and that they were followed. But as you did not address my second fair resolution recommendation, it is clear that you have missed the critical point. Technically, as you stated, all the existing protocols and processes were followed by Barclays personnel. But to state it directly, so that there is no misunderstanding, Barclays internal processes are inadequate when something goes awry. But they can be improved. The processes currently contain Single-Point-Failures and when those failures occur, they can cost your customers XXXX XXXX of dollars and severe degradation of their credit ratings which can lead to many other significant negative consequences. Let me explain from a technical perspective. First off, I want to clarify that I am not some annoying pest. I am a professional system designer that has lead the design of many complex aerospace systems as well as internal operating procedures and processes. That is why the Single-Point-Failures in Barclays internal processes are readily apparent to me. I am not trying to criticize Barclays, I am just acting as an outside non-advocate reviewer that has identified some escapes made by your process designers and providing recommendations on how to correct them. If Customer service is very important to us, as your CFPB complaint response states, then you should seriously consider the findings of this review, and proactively implement process improvements to eliminate the potential erroneous negative consequences for your customers. Understanding the Single-Point-Failures : " " Email is an inherently unreliable system. It is much better than it was, but with the onslaught of spam and countering spam-filters, emails may technically be received by the recipient but never seen. There are several other ways that email may not be received or seen, but spam filtering is a common one. It is because of these endemic complications with email that it is essential to establish a bidirectional email communication link before relying on it for critical mailings. The Barclays program to minimize internal costs by defaulting to email delivery ( paperless statement notifications ) is a valid attempt at improving efficiency, but it needs to be established with a reliability level appropriate for the consequences of failure. The current processes function fine when everything goes right, but they also need to be designed for potential failure conditions. Sending billing statement notifications via email have the potential Failure Mode of not being received and/or read by the customer for several reasons. If there is no other means of providing this information to the customer ( which there currently is not ), this communication approach has a Single-Point-Failure potential that will result in an interest charge and a late fee to the customer. And this is the worst kind of Single-Point-Failure because it is Unannunciated to both the sender and recipient, and thus it can be repeated over and over again, which is exactly what happens. The subsequent email communication failures have a 100 % probability of occurring since whatever caused the initial email communication link to fail is still in existence and the emails repeatedly go into a black hole. After two or three of these failed billing statement notifications, the Barclays process automatically reports the delinquency to the Credit Agencies and ruins the customers credit rating, which is a very significant consequence. In the CFPB response that Barclays provided, it is stated that Barclays notifies the customer before sending negative reports to the credit reporting agencies by including information About Credit Bureau Reporting on the back of the never received emailed billing statements. The failure to notify the customer before reporting them to the credit agencies is obviously subject to the same Single-Point-Failure that not receiving the billing statement is. This failure to notify is a Common Cause Failure as it will always occur when the initial Single-Point-Failures occur. Process XXXXedesign to Eliminate the Single-Point-Failures : " " What the current Barclays process is missing is Redundancy. It relies on only one unreliable and never verified system of communication. And that process can result in two levels of consequences to the customer ; an interest charge and late fees which have a negative financial impact, and detrimental credit agency reporting which can have serious financial and life altering impacts to a customer. The amount of Redundancy for each of these consequences can be different, but it needs to be appropriate for the level of significance. First off, if email is to be utilized for billing notifications, then a test email needs to be sent to the customer and returned to Barclays to establish a closed-loop email communication link. Barclays does this for the US Post Office mail communication link and the Telephone communication link when they mail the credit card to the customer who then validates that it was received by activating it via telephone. Secondly, just because an email link is established, it does not mean that the customer will always receive the paperless statement notification. Depending on the level of Customer Service quality that Barclays wants to establish, a follow-up USPS mailed invoice or a telephone call would provide an independent second communication link to eliminate the Single-Point-Failure of one emailed paperless statement. Dual Redundancy is the appropriate level for the interest charge and late fee consequence. Thirdly, if two or three paperless statements are not responded to and it is nearing the timeframe to provide a delinquency credit agency report, the consequence to the customer is significant enough that at least three independent means of communicating to them should be performed ( USPS mail, Return-Receipt mail, Telephone Call or Text, etc. ), or until an actual customer connection is made. It is essential that the customer be aware that there is going to be a negative credit agency report filed and given the chance to rectify the situation before the detrimental report is made. Triple Redundancy is the appropriate level for this consequence. In a world of cold and indifferent automation, reaching out to the customer would be a respectful and decent human courtesy. Conclusion : " " Hopefully my point is now clear on Barclays culpability in the unnecessary injurious credit bureau reporting that I, and undoubtedly several other folks, have experienced. And hopefully it is also clear that I am not trying to be hostile and am genuinely trying to help Barclays improve their customer service and consequent customers experience. Ideally, Barclays will see this letter as valid customer feedback, and will adapt to the current era of striving to provide an exceptional customer experience by proactively taking the recommended process design changes seriously. Please share this letter with XXXX XXXX. Thank You. P.S. As an indication of how readily Single-Point-Failures occur in Barclays processes, the letter from Barclays that was allegedly sent to me on XX/XX/XXXX was never received. The mention of it in Barclays response to this CFPB complaint was the first I have ever heard of it. If it was sent via email, you just reaffirmed my point about the unreliability of email. It also was not attached to the CFPB response as was stated, so I still do not know what it said.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2021-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: around XX/XX/XXXX I purchased the XXXX XXXX {$9.00} XXXX XXXX membership. I forgot the login information and couldn't use the membership. XXXX customer service wouldn't help me rest login information so i told them to cancel my membership around XX/XX/XXXX. to my surprise the continued to charge my XXXX 's card in XX/XX/XXXX and XX/XX/XXXX. I didn't pay the XX/XX/XXXX charge because i wasn't using the card for months i didn't even realize the had even charged me for the membership until my credit score decrease alerts.I need to have this unauthorized charges reversed at once my home construction loan has already been cancelled because of my credit score decrease due to this unauthorized charge. I need my credit score updated at once to complete the construction of my family home
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33169
Submitted Via: Web
Date Sent: 2021-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-23
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: CA
Zip: 94010
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A