Date Received: 2020-10-01
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 have been trying to resolve a dispute against my credit card company since XXXX XXXX, 2020. My boyfriend used my card to book travel, I am unable to modify change or cancel reservations without him cancelling air fares. '' This is in arbritration. Since XX/XX/2020 the airlines according to Department of Transportation is to refund all charges but has not. I asked the credit card company to put in dispute again as this law took affect in XXXX, 2020 not XXXX 2020 when first disupted. Every time I call they hang up on me. They also say there is no such thing a dispute department. I have also requested this company send me the full account number to this account. They absolutely refuse to give me the full account number. The account is now closed. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 330XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: the barclays bank charged me a credit card interest for {$350.00} on XX/XX/2020. I tried to contact them to solve the problem but they could not waive the extra charge. This is the case. I used the credit card to purchased an item a year and half ago. The promotion offer 18 months no interest charge. I set up an autopay. the total balance was supposed to pay off before expiration. In this XXXX, XXXX they send me an email said they would offer payment assistant to help customer to defer payment during the pandemic time. So, I enrolled to the program and skip two payments. Until XXXX, I have money and then started to pay them back but last month I missed an payment, I thought I set up autopay but I didn't know what happend until they call me said my payment was past due. So, I login to my account and then found out they charged me extra {$350.00} for interest because my promtion is expired and I didn't pay off the balance. I contacted them but they coul n't slove the promble.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: I opened a Barclays credit card and received miles for XXXX XXXX flights in XX/XX/XXXX. Upon opening the account online I was prompted by their website to establish auto-pay, which I did with my bank ( XXXX bank ). I was told auto pay was the only way that I would be able to get the miles for flights.I made a single charge on this act on XX/XX/XXXX for {$3.00}. I presumed that autopay was set up so there was no need to be concerned about making a payment. In XX/XX/XXXX I was informed via an email that my act was past due. Upon logging onto the Barclays website, I saw the single charge for {$3.00} and a series of late fees. I immediately paid the balance including the late fees, and contacted customer service and explained that I enrolled in autopay and was told that there was nothing that could be done other than mail in a complaint. Recently I received a credit report with a much lower credit score due to this discrepancy. I kindly requested again that Barclays remove the delinquent payment from my account and provide that information to the credit agencies which said they can not do. I did not receive notice emails from Barclays about an outstanding balance in XXXX, XXXX, and XXXX or any mail correspondence of a deliquent balance. Furthermore I was not worried about any potential balance because I thought I was enrolled in autopay. Additionally XXXX were very stressful times because of the COVID-19 pandemic and work related challenges. Barclays is unwilling to remedy/adjust my credit report for a {$3.00} charge in which I believe I was enrolled for auto-pay.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
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/2020 there was an unauthorized charge on my XXXX Mastercard ( Barclay Bank ) account in the amount of {$50.00} for a charge to XXXX. I called Barclay Bank and they reversed the charge of {$50.00} charge and the card account number was cancelled. Barclay Bank stated that they were going to mail me a new card. I never received a new card. Then on XX/XX/2020 and on XX/XX/2020 there were six ( 6 ) unauthorized attempts to withdraw money against my account at a XXXX XXXX. I received an alert on XX/XX/2020, I called Barclay Bank and informed them that I never received the new card and that I never attempted to use the card at a XXXX XXXX. On XX/XX/2020 Barclay Bank stated that they would investigate the fraudulent {$700.00} that Barclay Bank did permit to go through on XX/XX/2020. On XX/XX/2020, I called Barclay Bank because I saw the unauthorized {$700.00} cash withdrawal at a XXXX XXXX did go through and it was appearing on my paper statement. On XX/XX/2020 the Barclay Bank representative stated that since the {$700.00} withdrawal was a card with a " chip '' and used at a merchant, I am responsible for the transaction.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11236
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
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: This issue pertains to a transaction I made using my Barclays Uber Visa Credit Card. In late XXXX and the early months of XXXX ( pre-COVID19 ), I had planned a group vacation to XXXX, XXXX. Our group had planned to rent a catamaran as an excursion on our trip. I was speaking with a concierge for the island who had put me in contact with an Ibiza-based company called XXXX XXXX ( https : XXXX ). The transaction to rent a catamaran rental for 25 people plus food and drinks was made on XX/XX/XXXX. The slated day for this excursion was supposed to be XX/XX/XXXX. The price was {$8300.00} USD in total. I opted to pay in full rather than a smaller deposit. This was booked prior to the news of the COVID-19 global pandemic. There was no contract provided by the company, they offered nothing to sign, and there were no terms & conditions provided. They simply asked me to pay via an online portal and then sent me an invoice receipt after payment ( which I have attached to this submission ). News broke a month later that international travel bans would be put into effect preventing us from traveling to XXXX. Flights and hotel accommodations were canceled by our airlines and by XXXX. Due to the reasoning of XXXX XXXX, it would be physically impossible for us to travel to XXXX in order to make the date of our booking with XXXX XXXX. As I am sure you are aware, XXXX XXXX is a common clause that essentially frees both parties from liability or obligation when an extraordinary event or circumstance beyond the control of the parties, such as a war, strike, riot, crime, epidemic/pandemic or an event described by the legal term act of XXXX, prevents one or both parties from fulfilling obligations. ( https : XXXX ). My hope was that the COVID-19 situation would get better over time and that travel restrictions would be lifted in time for us to make our trip so I waited it out 1-2 months. Instead, the global COVID-19 situation only got worse and, due to circumstances out of my control, I knew it was time to get in touch with XXXX XXXX in order to get the booking refunded. I contacted XXXX XXXX on XX/XX/XXXX to request a refund. In other words, XXXX XXXX was made aware that we would be unable to make the reservation 41 days prior to the reservation date. I have fully documented the exchange of this correspondence via screenshots and a transcript ( these are all attached with this submission ). You will see in the text message screenshots and accompanying transcript between myself and XXXX XXXX that they acknowledged the COVID-19 implications on my reservation. They also acknowledge that the flights and accommodation to XXXX were canceled and it would not be possible for us to travel there. They were uncooperative and had offered impractical solutions to remedy the situation. I had explained to them that their proposed solutions would not work due to the circumstances of the global pandemic and they responded by saying they would provide me with a credit note that would eventually turn into a full cash refund. They stated that they would provide me with documentation confirming the receipt of this credit note but they never did. I informed XXXX XXXX that I would be filing a dispute with my credit card company ( Barclays ) on XX/XX/XXXX and then proceeded to do so. Since then, XXXX Holidays has not responded to a single message. I have sent them 7 text messages to their XXXX number ( XXXX XXXX XXXX XXXX XXXX ) all which went unanswered. I have called them 10 or more times at their phone number ( XXXX XXXX XXXX XXXX XXXX ) and they never picked up or called me back. I have emailed them multiple times at their email addresses XXXX and XXXX and never received a response. I have reached out to the companys owner, XXXX XXXX XXXX XXXX, via XXXX and never received a response. I reached out to XXXX XXXX via their XXXX page ( https XXXX XXXX ) and never received a response. I attempted to contact them via XXXX at their page @ XXXX and they subsequently blocked me from viewing their page ( screenshot of this attached ). Another item of importance is in regards to the concierge who put me in touch with XXXX XXXX. This concierge is also located in XXXX. He was also in communications with XXXX XXXX in early XX/XX/XXXX around the time I had initially informed XXXX XXXX of the refund request due to the COVID-19 implications. The concierge has been made fully aware of the details of this issue and has provided me with screenshots and a transcript of his entire correspondence with XXXX XXXX and authorized me to use them in this case ( all of these items are attached in this submission ). In that correspondence, the concierge explains the travel restriction issues to XXXX XXXX and requests a refund for our group. XXXX XXXX acknowledges the issue and confirms with XXXX that they will be providing me a refund as well as documentation/confirmation ( which I never received ). Since XX/XX/XXXX, they have not responded to XXXX regarding this issue despite numerous calls and texts since then. All of the screenshots of their conversation are in their native language ( XXXX ), however, I have provided a translated transcript ( as well as the original ) for your convenience ( all attached ). Barclays has been abhorrent in handling this case since the original claim was made. Their customer service has been the absolute worst I have ever experienced. Since my initial dispute claim on XX/XX/XXXX, I have called back about 2-3 times per week every week asking for updates or information. Many times, the customer service representatives are very rude and just hang up on me. Other times, they put me on hold for 30-45 minutes before the line disconnects and I'm forced to call back. On the times where I did manage to speak to a customer service representative, they repeatedly fed me the same three excuses : 1 ) I tried to connect you with someone in the Disputes Department but theyre not picking up 2 ) Due to COVID-19, we no longer have the staff to handle disputes by phone 3 ) We can schedule a Dispute Department Manager callback and someone will get back to you within 15 days. For the record, I have requested at least 5 manager callbacks and have not once been contacted by anyone. The most recent time I requested a callback was XX/XX/XXXX, which means it has been almost 21 days ( well over the 15-day timeline ). I last called back this past Monday, XX/XX/XXXX, where they said they were aware that the timeline had been exceeded and that there was nothing that they could do. They then told me to wait another 3-5 days for a manager callback. I'm not holding my breath. In other words, it is impossible to get someone on the phone and that is seemingly by design. On XX/XX/XXXX, Barclays issued me a provisional credit for the full amount of the disputed transaction ( I have attached the letter they sent me stating this ). I requested that money be sent to me via check and put it into a separate savings account for safe-keeping where it still sits today. This credit, however, was only provisional. Then, on XX/XX/XXXX, Barclays proceeded to rebill me the full amount of the disputed transaction. In the letter they sent me, they state that " the merchant has since supplied documentation that details what the transaction represents. Unfortunately, we are unable to further pursue credit on your behalf for this particular transaction '' ( I have attached this letter to this submission ). Barclays did not tell me what that documentation was or what that documentation stated. I called to ask them but they never gave me an explanation. I appealed their decision immediately and wrote a 39-page document that included all the screenshots and transcripts that I will be including in this submission. This document clearly outlines XXXX XXXX explicitly saying I would be receiving a credit or refund ( neither of which I received ). I asked Barclays for a thorough investigation of all the facts presented and to provide me with any details that XXXX XXXX provided so that I can review their legitimacy. On XX/XX/XXXX, Barclays sent me a letter that stated, " After further review, we're not able to assist you with obtaining a credit to your account due to the following : Merchant has not violated the terms and conditions of the contract '' ( I have attached a copy of this letter ). I was absolutely dumbfounded when I read this because I was never presented with a contract in the first place! I never signed a contract. There were never terms and conditions provided for me to agree or disagree to. Barclays did not supply me with a copy of this supposed " contract '' for verification or any supporting documentation. It is quite clear that XXXX XXXX is attempting to keep money for a service I never received and was physically prevented from receiving due to an act of nature out of my power. International travel restrictions caused flights to be canceled and any future planning to be impossible. The XXXX government would not even allow Americans into the country so I am really having a hard time wrapping my head around how Barclays is justifying their decision. I have not even had the chance to speak with anyone for an explanation. The whole purpose of using a credit card is to be offered buyer protection and benefits that normal banks can't offer yet Barclays is not providing any of that. It seems as if Barclays does not even care and they don't seem to have the customer 's best interest in mind. Another consideration is the fact that they will now try to charge me interest on the {$8300.00} balance now that they have made their decision on this dispute. The interest rate for this card is quite high ( 20.74 % APR ) which would unfairly cost me even more money. I did some digging online and read that if I were to make payments towards this balance, whether it was just the minimum or if I paid it off using the check I had requested from them in XXXX, that that would be admitting that I am responsible for that transaction. To reiterate, I never received the service I paid for and was physically prevented due to international travel restrictions caused by a global pandemic so I am not responsible for this transaction, however, I dont want my credit to be damaged and I dont want to accrue large amounts of interest because of this so I am unsure what to do here. I'm attaching the entire 39-page PDF document that I sent to Barclays when appealing their decision. This document contains all of the relevant screenshots, transcripts, and invoices I mentioned in this submission. I really hope the CFPB can assist me with a favorable resolution to my dispute. I appreciate your consideration.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
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 have a loan with XXXX XXXX, XXXX XXXX, and BRCLYSBANKDE. I have always made my payments on time. As you can see, I have always had a stellar payment record with this company. I tried contacting XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX, and BRCLYSBANKDE with no successful resolution. There was definitely an error on their part.
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: 2020-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: I have had an account with XXXX through Barclays bank. I closed the account in XXXX. It is now almost XXXX. They have continued activity on the closed account -- including BOTH giving me a refund for extra money in the account after it was paid off AND then adding new charges and trying to charge me late fees. I can not get these people to just close the account, even though I paid the balance down to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
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: This complaint is about Barclays Bank Delaware. On XX/XX/XXXX I made a purchase in the amount of {$2200.00} to my Barclays Aviator card ending in XXXX. On or around XX/XX/XXXX Barclays notified me that that card had been compromised and that they would need to send me a new card. Shortly after I received a new card ending in XXXX. I have had the exact same phone number, mailing address, account log-in for both cards the entire time. On XX/XX/XXXX the merchant for the transaction referenced above sent a refund. As of XX/XX/XXXX I had not seen the refund reflected in my account, I never received an email, phone call, or postal mail informing me that Barclays had this refund due to me. As I mentioned, none of my contact information changed and Barclays had the ability to refund me these funds due or at the very least contact me in some way. This was 18 calendar days ( and 11 business days ) after the refund was sent. I called Barclays Customer service on XX/XX/XXXX to inquire about the status. The customer service representative immediately saw the transaction I was calling about, confirming what is clear : Barclays had this refund, knew about it, and knew how to reach me. The customer service representative offered to resolve the issue. On XX/XX/XXXX, 6 business days after my call, I still had not received the refund or any notification from Barclays. Therefore, I submitted a message in my account " Contact us ''. I have continued to follow-up with them with no resolution. They also keep changing the timeline for when this will be resolved. I am attaching the initial and all follow-up conversations to this message. As of today, it is over 30 days since that refund was sent and I have not received it and I have not received information telling me when I will receive it. I was told on XX/XX/XXXX that a manager would call me in " 24-48 hours '' and they never called. I followed-up again on XX/XX/XXXX and then I was told " it can take up to 72 business hours '' for a manager to call. The bottom line is, they are not sending me the {$2200.00} they owe me, and they keep changing timeline for when a manager is going to reach out to me to resolve. I don't need or want a call from Barclays at this point ... I want the money they owe me. A multi billion dollar bank should not be allowed to hold individual 's money this long for something that is an ALL ELECTRONIC transaction when they KNOW how to get in contact with me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2020-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
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: We booked a XXXX XXXX on XX/XX/XXXX. The first payment charged on that same date, was {$3100.00}. Additional monthly charges were : XX/XX/XXXX {$1300.00}. XX/XX/XXXX {$1300.00}. XX/XX/XXXX {$1300.00}. totaling {$7200.00}. We cancelled due to coronavirus on XX/XX/XXXX. XXXX issued a refund minus a {$200.00} administration fee.that date.They told us it may take up to 90 days for the refund to post. totalling {$7000.00}. We waited patiently for 90 days. No refund. After the 90 day mark XXXX I contacted my Credit card company, Barclays Bank XXXX I mailed all supporting documents, [ required after a 90 day window. ] I then waited. On XX/XX/XXXX I received 2 letters from them. One stated a dispute was being investigated for {$3100.00}, Case # XXXX .the other for $ XXXXCase # XXXX. I then tried to get in touch with them about my other 2 charges. The dispute office is closed on the weekends. After a few more attempts, I was able to get thru. A customer service agent told me the other 2 charges weren't being disputed, because I didn't break down the charges by month on my cover letter. I argued, that in my cover letter, I gave the total amount due, explaining the breakdown was in my supporting documents. Only then, did they open up disputes for the other 2 payments.Case # XXXX and # XXXX. These letters were dated XX/XX/XXXX. I have called numerous times about this issue. on : XX/XX/XXXX [ XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX On Each of these phone calls, I asked to speak to a manager. I was told a mgr will call me back. To date, I received no calls from a mgr. Usually, In dispute cases, They credit the amount immediately. they have not done this. We are at the 40 day mark, and I feel I am getting the runaround! p.s. I have received one credit on XX/XX/XXXX for {$1300.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: To whom it may concern, I am currently an authorized user on 2 of my cousins account. I been paying responsibly. My issue is XXXX and Barclays are not reporting it to XXXX and other credit agencies. It shows up on my XXXX which i will show you in my pictures. I have called both XXXX and barclays and both companies said they would update this and have not done so. Which is effecting my credit score which I will also show a you a picture of difference between my XXXX and XXXX. All I am looking for is for everyone to have my accurate information on file. To my understanding of the fair credit report act this situation should have been fixed as it's been over 45 days and this is still not updated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12078
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A