Date Received: 2020-06-11
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Barclays Arrival credit card ending in XXXX which was not actively used given my age of XXXX years and not going out much in last few years. Barclays sent me a letter date XX/XX/XXXXconfirming account closure due to inactivity. I was also told they sent me another letter a month before this one notifying me that account will be closed if card is not used in next 30 days but I did not receive that letter in mail. If I had received it, I would have asked someone from my family to use my card and keep my arrival miles active. I have XXXX miles that are now expiring and can not be redeemed towards the greater value of XXXX points = XXXX for travel expenses. I called the customer service and requested to reinstate my account but was refused and was only offered XXXX points XXXX as fair redemption value for my XXXX miles giving me a maximum of {$210.00} instead of {$420.00} which I expected to use against travel redemption in future.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85027
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-11
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/202, i noticed a fraudulent transaction on my Frontier Master Card account ending with XXXX for an amount of {$27.00}, I reported that to Frontier Master Card Customer service who made me wait 2 hours and then a XXXX lady answered the call and was reluctant to provide her name and emp ID or any identification ID and refused to take my complaint saying that Fraud dept is closed today and she is the only one available today, I told her this is a multibillion dollar bank how can there be only one employee working on sat, it is usually 24/7, After 45 min of explaining her situation she finally transferred me to a manager at Barclays in USA, I told her about this fraudulent transaction from XXXX XXXX XXXX XXXX and she blocked my card and marked it fraud pending investigation. Exhibit A - On XXXX XX/XX/2020 I received a mail that I have been credited the {$27.00} Fraud disputed amount from XXXX XXXX XXXX XXXX please check exhibit A and confirmed that account has been closed Exhibit B - On XXXX XX/XX/2020 after a month I received a letter that the Barclays investigation dept has determined that XXXX XXXX XXXX XXXX {$27.00} is a valid transaction and therefore its re posted, XXXX XX/XX/2020 again after waiting 2 hours on hold and requesting the XXXX agent to please let me talk to manager which she would refuse or try to disconnect ( attached Call log ) I was able to talk to XXXX who refused to re open case # XXXX and told me to fax more supporting docs to them again to review but at this time they cant help, I told them to go to XXXX website and see for themselves it been shut down by the XXXX Govt and its an XXXX website and there is no customer service operation when you call them it says it has been disconnected, I provided all the hard evidence to show that this was indeed a fraudulent transaction but they refuse to help me and never responded back saying case is closed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-10
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 credit card dispute was called into Barclay 's bank on XX/XX/2020. To date, XX/XX/2020 - all I get is " it is STILL under investigation ''. In regard to this dispute the Bank has also NOT issued a temporary credit and has required that I pay all amounts billed in full, or pay the interest and penalty. They told me resolution could take 90 days and they do not issue temporary credits. That is unacceptable. XXXX XXXX and all other banks, gives temporary credits immediately upon receiving the dispute. This is summary of my letter to them : Dear Barclays Bank Dispute Dept. Claim Number - XXXX Credit card ending in XXXX Amount in dispute {$4500.00} On XX/XX/2020 I purchased 6 tickets, plus 6 seats ( one @ {$70.00} and one @ {$30.00} ), for a grand total of {$4500.00}. These charges appear on bill due XX/XX/2020. Two flights were for XX/XX/2020 with return on flights for the XX/XX/2020. In XX/XX/2020. I received an email from XXXX XXXX that the all 4 flights were cancelled. Page A1 & A2 - in attached backup uploaded file. XXXX XXXX offered to allow us to re-book. They NEVER offered us a refund for the cancelled flights. As per U. S. Department of Transportation Enforcement Notice dated XX/XX/2020 and uploaded here as documents B1 & B2 where it clearly states, Carriers have a longstanding obligation to provide a prompt refund to a ticketed passenger when the carrier cancels the passengers flight.. Also stated on document B2 that it is essential for the carrier to notify the passenger that it provides refunds if the carrier cancels the fights. XXXX XXXX did NEITHER. I was never notified or offered a cancellation refund. I therefor officially dispute these charges and turn to you to instruct Barclay 's Bank to promptly credit my account for above sum. List of charges is on the next page below. Attached is copy of reservation showing cancelled flights and also a copy of the Dept. of Transportation Order. Attached is copy of my fax receipt to show proof that i sent 6 pages via fax. This is same as what was uploaded to you.. I am also uploading the pages from my statement that shows these charges. Please keep this page confidential Date Amount XX/XX/2020 {$660.00} XX/XX/2020 {$660.00} XX/XX/2020 {$660.00} XX/XX/2020 {$660.00} XX/XX/2020 {$660.00} XX/XX/2020 {$650.00} XX/XX/2020 {$70.00} XX/XX/2020 {$70.00} XX/XX/2020 {$70.00} XX/XX/2020 {$70.00} XX/XX/2020 {$70.00} XX/XX/2020 {$70.00} XX/XX/2020 {$30.00} XX/XX/2020 {$30.00} XX/XX/2020 {$30.00} XX/XX/2020 {$30.00} XX/XX/2020 {$30.00} XX/XX/2020 {$30.00} Grand total of Disputed amount {$450000.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33434
Submitted Via: Web
Date Sent: 2020-06-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I filed a previous complain against Barclays after the death of my husband. A credit balance of {$530.00} remained on his account and they closed it due to his death and would not talk to me or my son regarding the rewards. His account number ends in XXXX, in the name of XXXX XXXX XXXX. After filing a previous complaint we did receive correspondence from the company and a check, however it was made out to my deceased husband and I am unable to cash it. My son called the company and they will not make the check out to my name even with a death certificate. They had said they would void the first check and make it out to the estate of XXXX XXXX XXXX, however this does not help us much since there is no estate, and it would cost more than the value of the check to open one with a lawyer. We dealt with other companies that owed us refunds due to my husband dieing and upon providing them a death certificate, they all issued a check in my name. I'd like to resolve this issue and receive a check I can cash for the rewards accrued and earned by my husband. Thanks, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
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/2020 I noticed 2 charges on my credit card that I did not purchase. Both charges state it was coming from XXXX. One charge is for {$460.00} on XX/XX/2020 and the other charge is for {$750.00} on XX/XX/2020. I initially thought XXXX made a mistake so I called XXXX first and the rep told me that they do not even see charges for these 2 amounts in my XXXX account. I also checked my XXXX account online and no charges of {$460.00} and {$750.00} were ever made. I called my credit card XXXX on that same day XX/XX/2020 and spoke with a rep named XXXX ( or XXXX ) and he was somewhat helpful. XXXX reported the two charges to their fraud department and he refunded me interest for the month of XX/XX/XXXX since I should not be charged interest for purchases I did not make. Then, on XX/XX/2020 I received a letter in the mail from Barclays fraud department stating there was " not enough information provided to create a case ''. So my issue is not resolved and they just decided to close the case. Barclays never even asked me for my XXXX account statements. The Barclays rep XXXX did not even mention to me to send my XXXX account statements. I kept asking the rep XXXX, how the fraud department will handle my case and he said " just wait until we contact you for the next steps ''. But, they just closed the case without asking me for the next steps. I could have provided them with my XXXX account statement clearly showing there were no purchases with the amounts of {$460.00} on XX/XX/2020 and {$750.00} on XX/XX/2020. I called Barclay on XX/XX/2020 to try to resolve this issue but the rep this time told me she can follow up with the fraud department and I will hear back from them. The rep sounded very uninterested in helping me, so I wasn't sure if she was going to be diligent about my follow up. So, I called Barclay again today XX/XX/2020 and this time I was on hold for 3.5 hours and could not get through to anybody. It is extremely hard to get through to Barclay it takes me 45 mins to 2 hours to get a hold of someone, but today I was on hold for 3.5 hours and could not get a hold of anybody. This is a horrible way to conduct business. They have no email. I have tried their live chat but the live chat says I have to call customer service to report fraud. How can I get my issue resolved when Barclay has horrible customer service! I have a feeling they are avoiding me. Also there is a huge language barrier because the customer service reps aren't very clear when they speak English which makes it very difficult.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 94580
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hey back on XX/XX/2020 I had applied for different Barclays cards and they had denied me but said if I can prove within 90 days there information was inaccurate they would approve me under the fair credit reporting act and reverse the decision. The application # was XXXX & XXXX. I will send you my XXXX score and utalization they said was high but it's only 2 percent so was looking for them to reconsider. I'll also send you letters they sent me saying utalization was the issue I knew they were mistaken. I called today they said XXXX I need to contact. XXXX said everything is good and I need to tell barclays that but going around in circles.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: The credit card company closed my card without notice on XX/XX/2020. I was not past due or defaulted on any payment. As a result of the closure my reward points could not be used. I was told that I did not have enough reward points to redeem. If I had been given notice of closure of my account I could have ensured that I have enough points to redeem. The lost value of my points is around {$20.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
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 name is XXXX XXXX I am Barclays Arrival+ card holder. I am writing in regard to unauthorized charges on my account and unfair treatment by Barclays fraud investigations representatives and denial of fair investigation of my case. In early XXXX there were unauthorized transactions on my credit card, as I found out about it I have reached out to Barclays right away and have let them know about unauthorized transactions. In that conversation I have mentioned that the card was most likely stolen from my car, thats where I believe I had it. I was asked few questions and then I think I have asked representative if I need to file police report. To what representative told me that I dont need to file it. The credit for unauthorized charges was issued. On XX/XX/XXXX I have left for my month-long business trip to XXXX, returning on XX/XX/XXXX. I have prove of my absence in my passport showing stamps of entering and exiting XXXX countries. In my absence there was a mail sent that was asking me to affidavit that the card was stolen, and that I dont know the person who did still it. I have sent that document in few days after my arrival to USA and saw that the earlier credit was reversed. Then I tried reaching Barclays in regards to that reversal, and at that time it was full blown pandemic and I couldnt reach anyone. After numerous calls I was able to reach someone at customer support and they told me that fraud investigations department is closed due to Covid-19. I have asked if I can pay this card now as I have few days left before past due date and then keep disputing charges. Customer service rep told me yes that this shouldnt be an issue and that it will not have affect on my dispute. Three weeks ago, I was finally able to reach to fraud investigations department and spoke with XXXX. XXXX has advised me then to file a police report and send it with letter. I am 99 % sure that on first call when I reported unauthorized activity I also asked if I need to file a police report, but was told that Barclays doesnt need it. Now 3 months later Barclays is asking for police report and police says that its too late and that they cant do investigation as car was washed and most evidences where removed from car by now. In case if I even didnt ask why you waited for so long to request a police report, you deal with such situations on the daily bases and request a police report only 3 months later knowing that its too late to obtain that police report. I was supposed to be advised on first call to obtain the police report. Arent you dealing with such cases on daily bases, and if police report is one of major documents for this investigation why instead of encouraging me to obtain one you rep told me not to get one? Then I placed multiple more calls trying to understand why this credit was reverted and how I can get fair assessment of this dispute. However, when I reached out to fraud investigation, rep told me that there was a valid charge on the account and right away I told its mistake. Right away I reviewed my account and there was a valid charge which is your annual membership fee. So yes, it is valid charge automatically charged by Barclays every year, but what I have to do with it? Then I had another call, when I tried to explain that its absurd to use automatic annual fee charge as bases to deem fraudulent transactions as authorized. Then new rep by name of XXXX told me that there were other transactions in XXXX that were not approved after unauthorized transactions and that those were deemed valid as thats what I have said to some rep on the phone. I disagree with that as I remember this conversation and that I told specifically that my card was stolen and when rep asked if those transactions were valid, I asked what she means, and she asked if the card was present when transaction were made? To what I replied probably as they have my card and the transaction would go through only with chip. In this context it was obvious that I was referring to them stilling my card and physically using it. But Barclays chose to shuffle the words and make representation that I have said that the charges made after unauthorized charges are authorized. There is a difference between card present and authorized charges, this is misrepresentation and almost fraud! Then XXXX the rep told me, why did you pay then if it wasnt you who made those charges? I wouldnt pay it if it wasnt my charges. What a great way to back the validity of the argument! Well, I paid because I care about my XXXX credit score and because I will need my credit history throughout my life and there is nothing wrong with me paying it not to be reported late and continue to pursue fair resolution of this investigation. I placed multiple other calls with Barclays and every time I was given really ridiculous reasons why these charges are valid and dispute cant be reopened. For example, I spoke with rep XXXX on XX/XX/XXXX or XX/XX/XXXX and she told me that those charges are valid because XXXX was able to verify me. When I asked how XXXX verified me, she replied that my name was on the receipt. Well, I told her that card has my name on it and my signature on the back so how does that make this verified transaction? She told me that my signature/name is verified and matching. I told her that this is impossible and asked her to review that signature, when she pulled up receipt, she told me there is no name or signature on the receipt. Then she told me that apple verified me by my social security number. And quite honestly, its just a ridiculous misrepresentation because every household has an apple product and never anybody had to verify they social security number to make a purchase at XXXX. This is huge misrepresentations and to some extend fraud if not to big extend. All that being said, I have an extraordinary amount of stress being caused to me with this unfair investigation and misrepresentations of Barclays employees basically accusing me in fraud while misrepresenting facts and committing fraud themselves. And based on my recent conversation with manager XXXX he understood the situation and advised me to write 2 letters, one to fraud investigations department and another one to executive office. He told me that the case most likely will be reopened and will be given fair assessment. I am writing this letter to request a fair investigation and to assign a single contact person to my case that would be able to examine the entire case and listen to all phone conversations and see what really is true and whats not. Also all reps at Barclays need a better training to resolve fraud issues, however it looks like they were trained to brush clients off with giving 100 misrepresentations to back the denial of dispute. Please be advised that if you will deny me in reopening my case and fair investigation of it. I will turn to CFPB, governor XXXX and senator XXXX to protect my rights. And if they will not be able to help me, I will file a law suite against Barclays Card and sue for unauthorized charges, stress that I had to go through, loss of time, interest on my money and legal fees for attorney. Will also get the press involved telling the story of how I was mistreated and what ridiculous statements were made by your reps. All I want is fair investigation please.
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: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
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 filed a dispute with Barclays card services ( XXXX ) protesting the refusal of XXXX XXXX to grant me a refund for the flight that had been cancelled because XXXX XXXX closed its borders because of Covid-19. Also on XX/XX/XXXX the very day I filed my protest, The US Department of Transportation ordered all airlines to offer a refund of Covid-19-cancelled flights. I sent Barclays the link for the order on XX/XX/2020. Barclays granted provisional credit for one ticket only. I advised them on XX/XX/XXXX that there were 2 tickets @ {$430.00} XXXX each for a total of XXXX. They did nothing to revise the amount of the dispute. In a letter dated XX/XX/2020 Barclays removed the provisional credit and reinstated the charge for the one ticket. They told me that because the contract terms between the consumer and the airline provides only for a credit that, the merchant bank did not have to honor the refund. I told their representative XXXX, by phone today that this ignores the order issued by the DOT. She said that they don't consider anything but the contract. I believe the DOT order supersedes the language of the contract. To date they've done nothing about it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The balance on my account with Barlcays shows XXXX with a minimum payment due today, XX/XX/XXXX, in the amount of {$20.00}. A credit shows posted on or around XX/XX/XXXX in the amount of {$27.00}, which brings the account to this credit balance with payment still due as attached screen shot shows. Prior to this, I paid off the balance less the amount of {$15.00} which represents a NSF fee in dispute, unable to resolve it directly for several reasons ... First, the rep replying on end of Barclays is unreasonable, refuses to work out the amount despite explained the amount is questionable due to circumstances surrounding a returned payment on XX/XX/XXXX, the amount of {$50.00}. Second, the rep does not accept or return calls, three messages were left, none returned.. I attempted to clarify the amount due and balance, was unable to reach anyone in customer service. I need to know if balance is correct, if so, is payment due. The information shown does not make sense, a credit balance with payment due.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A