Date Received: 2020-04-26
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: I was hospitalized XX/XX/2019... I could not pay my installments to Barclays Bank on a personal loan. Once I was ok I started making payments to catch up.. {$100.00}, {$100.00}, {$200.00}.. then a {$2000.00} payment. They sent me a receipt for the {$2000.00} payment but no balance on the loan due. I asked for a payment history and was denied. I asked about the payments made prior to {$2000.00} payment and they refused to discuss where they were other I did not make payments? I continued to request payment history and they refused.. I have requested copies of the cancelled check from my bank! Why can't I have access to my payment history! Finally they suggested I hire a lawyer?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97128
Submitted Via: Web
Date Sent: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
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 XXXX 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. As of XX/XX/XXXX, I still had not heard back from BARCLAYS, so I attempted to call, but due to COVID-19 I was unable to get through on the telephone line. So I instead contacted BARCLAYS through my online account messaging tool, asking for an update. As of XX/XX/XXXX, I still had not heard back from BARCLAYS. I again contacted BARCLAYS through my online account messaging tool, asking for an update. On XX/XX/XXXX, I received a response from BARCLAYS through my online account messaging tool : " Dear XXXX XXXX : Thank you for contacting us here at your XXXX XXXX in regards to the decision of your billing dispute. Regrettably, at this time, we can not change the decision of your case through the Secure Message Center. We apologize for any inconvenience this may cause. However, we can confirm the charge of {$1800.00} from XXXX XXXX, is currently in dispute. We also show that a dispute case has been opened for you and we have begun our investigation, which can take up to 45 days or longer to complete depending on the complexity of the case. During the time that the transaction is in dispute, it will continue to appear on your statement. However, the transaction will not be subject to finance charges, and you are not responsible to pay any portion of the dispute transaction during the investigation. Once we receive a copy of the sales draft from the merchant, we may reach out to you and ask you to review it or we may request additional information in order to present the strongest case to the merchant. We would like to make you aware that we will do our best to represent your interests in this case and will work to reach a fair outcome. Once the investigation is completed, we will send you a letter with our findings. If the dispute is resolved in your favor, a credit will be applied to your account. If for any reason we are unable to resolve the dispute in your favor, we will provide you with a reason why we did not prevail and you will be responsible for the transaction. If you have any additional questions regarding your dispute, we ask that you please contact our Dispute Unit directly at XXXX. Our agents are available Monday through Friday : XXXX XXXX - XXXX XXXX ET, and will be happy to assist you. We appreciate the time that you have taken for bringing this matter to our attention, and for the opportunity for us to clarify the situation. Thank you for entrusting BarclaycardUS with your financial needs. If you have any other questions or concerns, please reply to this message. Sincerely, Customer Care '' On XX/XX/XXXX, I received a letter in the mail from BARCLAYS that stated the following : " Dear XXXX XXXX : We've carefully reviewed all of the documentation supplied regarding the activity below : XXXX XXXX, {$1800.00}, XX/XX/XXXX. After further review we're not able to assist you with obtaining a credit to your account due to the following : We are outside of the permitted timeframes to continue this claim through the dispute process. We encourage you to continue to pursue credit by contacting the merchant directly. Unfortunately, we can not assist you further with this issue. ''
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: 2020-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-26
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: To Whom It May Concern : In XXXX of XXXX I booked a hotel in XXXX, XXXX from XXXX through XXXX on XXXX using Barclays Credit Card. The card was charged for {$1100.00} on XXXX. On XXXX I was informed by XXXX XXXX that flights to/from XXXX are being canceled and received a full refund. The same day, I contacted XXXX and explained that I could not travel due to Coronavirus travel restrictions, but was refused a refund because the booking was non-refundable. The same day I filed a dispute with Barclays MasterCard. I received a letter dated XXXX stating that refund denied for the same reason. After that I called several times Barclays MasterCard customer service number and requested to speak to a manger. Every time I was told that the manager is not available and my call will be returned within one day. Nobody called me back. If this matter is not resolved promptly, I will be forced to file a complaint with Florida AG Consumer Protection Division and XXXX XXXX XXXX, as well as post reviews about this transaction on multiple sites. Please assist me in receiving the refund in the amount of {$1100.00}. Thank you in advance for your cooperation,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2020-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
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 dispute is with Barclays Bank, XXXX XXXX. It concerns what I believe to be an erroneous payment for {$69.00} to XXXX internet services posted to my card by the Bank on my XX/XX/2020 statement. When I received my XXXX credit card statement, I recognized that the charge was an error and made multiple attempts to contact Barclays by phone. Unable to reach them because the company ( per their phone message ) wasn't taking any consumer calls. I then wrote them on their internet website, explaining why I believed the charge was an error and requesting they contact me by phone. The company has not contacted me in response to to my written online request. After writing Barclays, I entered a stop-payment order with my bank instructing them not to pay what I believed was an incorrect charge. However, when Barclays put the payment through a 2nd time in XXXX, the bank paid the charge together with penalties and interest fees. Barclays has still not attempted to contact me regarding this disputed charge I have never before dealt with a credit card company that was not accessible by phone to its cardholders. Such behavior is unacceptable by any reasonable standard.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Problem with a purchase shown on your statement
Subissue: Overcharged for something you did purchase with the card
Consumer Complaint: On XX/XX/2019 I was fraudulently over charged on my credit card for {$2100.00}. I notified the credit card provider, Barclays, and disputed the charge. Barclays acknowledged the complaint but never reversed the charge or processed the dispute.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-23
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: In XXXX of XXXX I made a balance transfer from Barclays XXXX XXXX Credit Card to my husband 's XXXX Credit Card in the amount of {$8000.00}. This transfer was processed and paid by XXXX Credit Card and it was cashed and cleared by Barclay 's on XX/XX/2019. I checked my Barclays account in XX/XX/2019 only to find that the {$8000.00} had never been credited. I called both Barclays and XXXX Credit Card. XXXX told me that the check had been cashed. Barclays told me to wait 10 more days and call back. Since that time I have been on the phone and in Live chats with Barclays for hours upon hours as the months have passed. They have continued to request information from me and XXXX Credit Card, all of which has been provided on 4 separate occasions to the fax and the address that they supplied ( XXXX XXXX XXXX and XXXX XXXX XXXX XXXX ). When I call to see if they have received the information they tell me they aren't able to give me any information because a different department deals with the investigation. They then tell me I have to wait 30-45 days. After 30 days is up they close the 'investigation ' and state that they never received the information. I am then forced to open a new investigation. Now when I call they tell me that things are slow and they are understaffed because of COVID-19. I have spent 2 and a half hours on hold on two separate occasions. At this point I have spent six months trying to get the {$8000.00} off of my account. They received my money, deposited the money on XX/XX/2019, yet they have no idea where the money was placed. I have repeatedly asked them to freeze my account until they figure out where they misplaced my money. Currently they are sending me emails telling me that my payment is overdue. They have charged me interest and late fees on the {$8000.00}. At this point my frustration level is very high, as I have spent countless hours on the phone with them, only to get the same answer. XXXX Credit Card has continued to send the information they have asked for, and I have begun to fax the information they have asked for as well. XXXX has faxed and mailed the information now 4 times- they have record of faxing it- and I have now faxed it over to them twice- I also have record of faxing it to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ME
Zip: 04103
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
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 used my Barclay Aviator MasterCard to purchase a trip from XXXX for 6 people leaving XX/XX/XXXX through XX/XX/XXXX of XXXX. The cost of the trip was {$9000.00} and I paid it in full. I have all receipts including my credit card charge, receipt from the online site and travel itineraries. In XXXX, I had contacted the online site regarding possible cancellation and refund for the trip but was reassured by them that as long as I canceled by XX/XX/XXXX I would have a full refund. In XXXX, when the covid-19 began to worsen in the US, I attempted without success to reach XXXX via their three different phone numbers and was given a XXXX number which means phone was disconnected. Within days, a message showed up on their site saying they had closed their doors and canceled all trips but no refunds would be issued and customers were to contact our credit cards in hope of getting refunds. I have now minimally twice contacted my credit card because I paid for something and was scammed without received what I purchased. I should have protection from my Mastercard in situations like this. I have submitted all receipts, itinerary Etc and has been denied each time stating it was a pandemic and out of their control according to my MasterCard.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Dear CFPB, XX/XX/2020 My Barclay Card ending was stolen and the thief is making numerous expensive charges on the card. I have attempted all day to report the card stolen to the company but they do not answer the phones. 1. I initially went to my account online to report it stolen with fraudulent charges. Unfortunately, there is nothing online to report it, only a number. 2. I called their advertised number for stolen cards at XXXX XXXX MDT and waited on hold for 20 minutes. No one answered. 3. I called other customer service numbers listed and waited similar times with no answer. 4. I called again to report the card stolen and to report fraudulent charges at XXXX XXXX MDT and waited for 2 hours and 1 minute on hold. Barclaycard is placing an impossible burden on its customers to report stolen cards and have fraudulent charges removed. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84601
Submitted Via: Web
Date Sent: 2020-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I haven't received any investigation results.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: Initially the XXXX credit card enabled rewards to be redeemed for cash back. Recently, they change this so that users can only redeem rewards in exchange for XXXX cash. However the system is currently not allowing this redemption to take place. As of right now, I have over {$300.00} in rewards cash I am not able to redeem in any way. I have contacted the company repeatedly with no resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A