Date Received: 2021-02-17
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Hello, On XX/XX/XXXX, I authorized XXXX to charge my Barclay 's XXXX MasterCard in the amount of {$750.00} with the understanding the money would be deposited to my account to be used. XXXX ended up charging my card a total amount of {$840.00} which was an overcharge of {$93.00}. I reached out to Barclays to file a dispute and they did, XXXX, but only for the overcharge amount of {$93.00}. When XXXX found out, they immediately pulled ALL of the funds out of the account, took my credit card off their file and suggested I should have raised the issue with them versus going thru Barclays. They also took some of my " winnings '' and suggested they won't put anything back into my account until I redeposit the {$750.00}. I explained to them that their processor only credited back the overcharge and therefore they are not going to put the money back in my account. I attempted to work with Barclays but they insisted that I can only fax over the evidence or mail via US Post Office. I shared the challenges of doing this during a Global pandemic and they shared they don't care and that is the only way to communicate with them. In checking my credit card on line looking to see if they have resolved the issue I then noticed on XX/XX/XXXX XXXX fraudulently charged my Credit Card in the amount of {$870.00}. I reached back out to Barclays and created a 2nd dispute, XXXX XXXX. I was able to take screen shots of my chat conversations where they admitted that they : credited back the entire {$840.00}, took all the money out of my account, and never even charged my card for the XX/XX/XXXX charge. I sent all of this via US Mail to Barclays as evidence of fraud. Barclays has done everything they can to give me the run around and not look out for me regardless of the fact I have an XXXX credit score and have NEVER had debt collection or disputes in my life. They didn't seem to care. On XX/XX/XXXX I received correspondence from Barclays that the fraudulent charge on XX/XX/XXXX was closed and the ruling was not in my favor with the comment " The chip on the card was read and validated during the authorization process or CCV was confirmed '' which would be true if they had my CC on file, which they did, but does not mean I authorized it and AGAIN, I HAVE CHAT CONFIRMATION STATING THEY NEVER RAN THE CARD THE 2ND TIME ON XX/XX/XXXX. Barclays advised that chat messages are like text messages and are not legally binding but I can share dozens of cases where text messages have been used in a court of law and view this as yet another example of unethical business practices by Barclay. I am not paying those outstanding charges and need to understand what Legal recourse I have. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95118
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I received a bad mark on my credit report from Barclays which caused my score to drop over 100 points. I was never notified of a late payment or received a credit card statement. I have my credit cards on automatic payment from my bank account so I would never have a late payment. I called Barclays and was told that they had no record of a delinquent account with me. Five days later I received a letter from Barclays saying my account was being closed because it was 90 days late for payment. I called the number on the letter and was told they dont have a record of this letter or of a delinquent account. I was told they would create a case # and I would receive a callback in 10 days.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2021-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Since XXXX XX/XX/2021 I have not been able to make deposits or withdrawals at BARCLAYS online bank USA. For the last 4 weeks I have contacted them by phone and emails and have been told repeatedly my accounts were under investigation for " fraud '' and that their security dept would be in contact with me. Every week I've been give the same song and dance routine without any contact from the bank until today XXXX XX/XX/2021 when I received an email stating my access to my online bank accounts was blocked. Up until this point I was at least able to logon and see that my money was in the bank. Now, however, I'm not able to even do that. Of course, I immediately contacted the bank and was told the same old story about the " investigation '' was still underway ad they would contact me " whenever '' it's concluded. They claim the problem was caused by son, who is XXXX XXXX military, linking his own account to the joint account I opened for him authorization. Yet they approved his transaction and allowed him to make a deposit and withdrawal before locking me out of the very accounts I myself opened for us without notice or explanation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: Summary : Barclays never tried to notify me before sending negative reports to the three Credit Reporting Agencies and ruining my credit rating. If they had, the issue, caused by simple miscommunication, would have been immediately resolved. The Background : In XX/XX/XXXX, I received a new Barclay 's Ring Mastercard with a credit limit of {$30000.00}. The high credit limit is due to the fact that I have always had a stellar credit rating over the last 40 years. In XX/XX/XXXX, I tested out the credit card and made four nominal charges totaling {$170.00}. On XX/XX/XXXX, I received a USPS letter from Barclays ( dated XX/XX/XXXX ) stating that my account was three months past due. This was the first notification that I received from Barclay 's for the XXXX charges since no invoices were received. Within an hour of receiving this letter, I called Barclays and had an eCheck issued to them for the {$170.00}, plus {$6.00} in interest, plus {$87.00} in late fees. Total = {$260.00}. The promptness of my response to paying off the debt once I became aware of it, is indicative of my previously established habits that have resulted in having a stellar credit rating. I always pay my credit card charges promptly. During the conversation with the Barclay 's representative, they informed me that Barclay 's had already submitted negative reports to the three Credit Reporting Agencies ( CRA 's ) in regards to the nonpayment of the initial charges. This is the crux of my CFPB complaint. Barclays never tried to notify me before sending negative reports to the three Credit Reporting Agencies and ruining my credit rating. If they had, the issue, caused by simple miscommunication, would have been immediately resolved. The Problem : The root cause of the problem was that Barclay 's submitted the credit card invoices via email instead of regular USPS mail. The invoices were never received by me, because Barclay 's never verified a proper email communication link with me. When Barclays sent the physical credit card, they established and verified a valid USPS mail communication link with me. When I called in to Barclays to activate the credit card, a valid Telephone communication link was established. However, Barclay 's did not utilize either of these validated communication links to provide the invoices. Instead, they used an unverified method, email, which did not have an established bidirectional communication link. In later conversations with Barclay 's escalation manager, she speculated that the invoices probably went into my email spam folder. That is probably what happened, but she also said that it was my responsibility to check the spam folder for the invoices which is a completely unrealistic expectation. The Follow-Up : When I was speaking with the Barclay 's representative on XX/XX/XXXX, he provided me with the address to dispute the credit agency claims - Barclays Credit Bureau Dispute Department. On XX/XX/XXXX, I submitted a letter to Barclay 's Credit Bureau Dispute Department explaining the problem ( as I have noted above ), and requesting that they reverse the negative CRA reports as they were a communication mistake. On XX/XX/XXXX, I received a short form letter back stating that, " ... our investigation confirmed that your account is being reported accurately ''. On XX/XX/XXXX, I submitted a second letter to Barclay 's Credit Bureau Dispute Department stating that their initial conclusion of, " ... reported accurately '' is technically correct because Barclay 's did not receive payment. But that was not the the reason I appealed. My appeal was because Barclay 's is culpable for the miscommunication that caused the late payments. Because of that, they should take responsibility for their error and reverse the negative CRA reports. I also emphasized that they had the means to communicate with me via USPS letter BEFORE they sent the negative CRA reports, but they chose to report me first and then send me the letter I received on XX/XX/XXXX. On XX/XX/XXXX, Barclays sent the exact same form letter to me that they sent on XX/XX/XXXX with the same words that, " ... our investigation confirmed that your account is being reported accurately ''. No acknowledgement whatsoever of what was in my letter or any recognition of XXXX 's culpability. On XX/XX/XXXX, I posted a message on Barclay 's website asking for help. I was contacted by phone a couple days later and explained the situation whereas I was given a Manager 's name to contact. After speaking with her, she said that she couldn't do anything but reopen my case, and referred me to an Escalation Manager. I spoke with the Escalation Manager and she said that she could not remove the delinquency because Barclays had not received an " undeliverable email '' notification when the invoices were sent to my email. Thus, they assume the emails went through and if the invoices went into my spam folder that it was my responsibility to find them there. She then provided me with the address of the Office of the President to escalate the matter to. On XX/XX/XXXX, I submitted a letter to the President of Barclays explaining the situation and the simple miscommunication, pointed out how the internal policies prevented the Managers from removing the CRA delinquency reports and requested that he have his team retract the negative information that was sent to the CRAs. On XX/XX/XXXX, the President 's Assistant called me and left a voicemail on my phone with her name and extension. I promptly returned the call but was sent to voicemail. No return call. I called twice the next business day with no return call. Three times the following day with no response. 16 additional calls were made over the next several weeks leaving messages for both the President 's Assistant and the Office of the President 's voicemail, with no responses. On XX/XX/XXXX, I submitted a second letter to the President of Barclays informing him of the several unanswered calls that have been made and requesting that he please address my concerns. No response has been received. I have made several calls to the Office of the President over the last couple of weeks and all went to voicemail with no call-back responses. On XX/XX/XXXX, out of total frustration on what should have been a very simple issue to resolve, I am submitting this complaint to the Consumer Financial Protection Bureau. Thank You for your help.
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: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Brclysbankde ran my credit. I received a hard inquiry and I have not applied or given permission for anything like such. The inquiry is marked XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2021-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-16
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This information needs to be removed from my account because the reporting agencies all have different numbers ( amounts ). Please have this removed from ALL OF my credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30311
Submitted Via: Web
Date Sent: 2021-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I first received notice of the charge on my credit card in XX/XX/2020 and the card had expired in XX/XX/2020. I attempted to contact the company making the charge, and for which I had not been informed of the charge, to get resolution from them with no success. I then made several attempts to contact Barclay, the issuer of the credit card, beginning in XXXX or XXXX of 2020 and was told through their customer service phone number to submit my complaint online through their dispute resolution process. I did this and each time it was submitted and followed up on that this was the only way to address the issue, they could not resolve it by phone, and that follow up could be expected to take 4-6 weeks each time I made inquiry. After I attempted to resolve this with them over months, I was told it was " outside the date '' at which it could be addressed. After the last communication I had with Barclay, I asked to discuss this issue with a supervisor and I was told one was not available at the time ( even though it was during their posted business hours ) and one would have to call me back at my number. After a couple of days, I received a call that I was unable to take at that time. I returned the call but did not reach anyone, but received a message saying " they received notice I was calling and they would return my call ''. This was attempted twice, with the same message given, and the call was never returned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MO
Zip: 640XX
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-15
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 made a purchase with my BARCLAYS credit card from a merchant, named XXXX XXXX for an amount of {$1800.00}. The purchase was for international air travel, with a travel date of XX/XX/XXXX. I was unable to board my flight on XX/XX/XXXX, due to the negligence and/or breach of contract of XXXX XXXX. On XX/XX/XXXX, I contacted XXXX XXXX, but they were non-responsive to my requests for a refund. On XX/XX/XXXX, I sought reimbursement for my missed flight through travel insurance protection that I purchased in addition to the purchase of the airline tickets. However, on XX/XX/XXXX, the travel insurance company, XXXX, denied my claim and stated that the insurance policy I purchased did not cover negligence and/or breach of contract by the merchant XXXX XXXX. Some time in XX/XX/XXXX, I contact BARCLAYS via telephone I disputed the transaction with BARCLAYS, and a provisional credit was issued for the full amount of {$1800.00}. I was given a Case Number XXXX. I confirmed on that telephone call I had documentation to support my dispute, and the representative on the phone stated that if XXXX XXXX did not agree with my dispute BARCLAYS would contact me to provide documentation for review before the investigation by BARCLAYS was completed. On XX/XX/XXXX, I received written confirmation from BARCLAYS that XXXX XXXX was notified of my dispute. On XX/XX/XXXX, I happened to log-in to my BARCLAYS online account and saw that the provisional credit for the disputed {$1800.00} charge was reversed. However, I never received any written notification of the reversal, or a request for additional documentation from BARCLAYS prior to that date. I immediately called BARCLAYS on XX/XX/XXXX, and was told by a representative named " XXXX, '' that the investigation under Case Number XXXX was closed because XXXX XXXX provided fraudulent information that claimed I voluntarily missed my flight and provided a copy of its cancellation and refund terms for voluntary missed flights in response to the BARCLAYS investigation. I advised " XXXX '' that BARCLAYS never contacted me during the investigation so I could provide documentation proving I did not voluntarily miss my flight, and I requested that BARCLAYS re-open the investigation immediately. " XXXX '' explained that in order for BARCLAYS to re-open the investigation I must draft and send the request in writing. " XXXX '' explained that in the meantime BARCLAYS could not re-issue the provisional credit, but that any interest on the charge would not accrue while it was still disputed after the investigation was re-opened. Finally, " XXXX '' stated that if I pursued legal action against XXXX XXXX and was successful, BARCLAYS would reverse the disputed charge at that time. On XX/XX/XXXX, I drafted a letter wherein I requested that BARCLAYS re-open the investigation for the disputed {$1800.00} charge, and outlined how I made multiple attempts to correct the charge with XXXX XXXX, but that XXXX XXXXXXXX was non-responsive. Additionally, I outlined that under my written credit card agreement with BARCLAYS, I was well within my rights to have the disputed charge removed as I fulfilled all three necessary criteria listed in the BARCLAYS agreement : ( 1 ) The purchase was made in my home state of California via an internet transaction ; ( 2 ) I used my BARCLAYS credit card for the purchase ; and ( 3 ) I have not yet fully paid for the purchase. Finally, I included with my letter several documents, which disputed XXXX XXXX ' claim that I voluntarily missed the international flight on XX/XX/XXXX. On XX/XX/XXXX, I filed a lawsuit against XXXX XXXX for the full amount of the disputed charge of {$1800.00}, plus additional damages. I waited to hear back from BARCLAYS, but I never did. On XX/XX/XXXX, a trial was held in XXXX XXXX County Superior Court, and the Court ruled in my favor for the full amount requested, including court costs, for a total judgment of {$2600.00} entered against XXXX XXXX, which included the disputed charge amount. On XX/XX/XXXX, I still had not heard back from BARCLAYS, but I noticed that the disputed charge was not reversed, and I was still being charged interest on the disputed charge on my billing statement, so I called BARCLAYS on the telephone. The representative stated there was nothing she could do over the phone regarding the interest still being charged, that the investigation was closed, and that I would need to draft a request in writing to have the investigation re-opened. I explained I already had done that, and was waiting to hear back from BARCLAYS regarding the status of the re-opening of the original investigation. The representative simply repeated that I must submit my request to re-open the investigation in writing. I advised the representative that I had successfully sued XXXX XXXX for the disputed charge. The representative told me that so long as I could provide a copy of the Court 's judgment included with my written request to re-open the investigation, then BARCLAYS would finally reverse the disputed charge and credit my account for any previously paid interest associated with the disputed charge. The representative gave me a new Reference Number XXXX regarding my request. That same day on XX/XX/XXXX, I drafted a letter requesting that BARCLAYS re-open the investigation, reverse the disputed charge and any interest charges, and I included a Conformed ( " Official '' ) copy of the Court 's Minute Order from the Trial, as well as additional supporting documentation. On XX/XX/XXXX, BARCLAYS reported that they could not reverse the XXXX XXXX charge because they received terms and conditions of purchase from XXXX XXXX that stated " Once purchased, tickets are completely nonrefundable & nontransferable. Any changes and amendments to the reservation are subjected to respective Airline rules and restrictions. '' What BARCLAYS failed to address is that term only applied to VOLUNTARY missed flights, not INVOLUNTARY missed flights. On two separate occasions I was told by BARCLAYS representatives that if I took legal action against XXXX XXXX and was successful BARCLAYS would then reverse the charge and/or issue me a credit to my BARCLAYS account. Again, any length of time that passed regarding reopening my dispute was due to BARCLAYS prematurely closing the dispute and/or not conducting a thorough investigation, and MR. XXXX has provided conflicting information regarding the Court 's findings in my favor against XXXX XXXX, now claiming this legal result has no bearing on BARCLAYS issuing a credit to my account. XXXX XXXX is a company that committed fraud by providing false information to BARCLAYS during the initial investigation. I am a loyal customer of BARCLAYS and expected BARCLAYS to protect me against the fraudulent actions of a company like XXXX XXXX. XXXX XXXX lied to me personally, was negligent and broke the " terms and conditions of purchase '' themselves, and then lost in court when I sued them. Because XXXX XXXX is not a registered business in the two states it claims to operate ( TEXAS & NEW YORK ), I can not locate any of their company accounts to attach and/or garnish the judgment amount from my legal judgment. The only avenue I have to be reimbursed for the original purchase price of {$1800.00} is through disputing the illegal charge through BARCLAYS. This does not account for the additional damages I was awarded by the Court, I am only seeking to have BARCLAYS reverse and/or credit the illegal charge. BARCLAYS refusal to protect a loyal customer against a corrupt company like XXXX XXXX is something I do not understand. Furthermore, in all its communications with me, BARCLAYS has never cited to any state or federal law to support its conclusions, nor to any term contained within the customer agreement I have with BARCLAYS. Given that BARCLAYS has not provided ANY legal support to the conclusions it has reached, I can not understand its response to my complaint. BARCLAYS representatives have told me on two separate occasions that if I took legal action against XXXX XXXX and was successful, then BARCLAYS would reverse the charge and/or issue a credit to my account. Now, after filing a complaint with CFPB, BARCLAYS is claiming the Court judgment against XXXX XXXX has no bearing on whether BARCLAYS will reverse the illegal charge and/or issue a credit to my account. I suppose that now after successfully taking legal action against XXXX XXXX I will be forced to take legal action against BARCLAYS. This is unfortunate, as it is a waste of my time, and not the way to treat a customer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91910
Submitted Via: Web
Date Sent: 2021-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-14
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Barclays Bank in Delaware received a copy of my credit report without consent out reason.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-13
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 ordered a online book through a company called XXXX. The online book did not help with the problems I was having with my dog though it claimed it would, it cost {$67.00} and it was charged to my barclays bank delaware on XX/XX/XXXX, I tried to contact the company through their website, I received no response, I tried to call them, I received no call back, though they said they would. I tried to dispute the charge on the credit card but had to wait a certain amount of days, I called the credit card and explain I didn't have any proof of it, because the charge was put through the company 's website, I also explained I had tried to contact the company through their website and through their phone number with no response, when I told the customer service representative that I didn't have any record of it to send them, they stated they were entering my response in their records. The charge was removed on XX/XX/XXXX. Today, I noticed that barclaycard has put the charged back onto my account, dated XX/XX/XXXX, when I tried to call them about it today, XX/XX/XXXX, the automatic message said sorry call back another time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 299XX
Submitted Via: Web
Date Sent: 2021-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A