Date Received: 2020-04-22
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have been attempting to reach my credit card company for over a week now. Calls and emails are not being responded to. Barclays manages my credit card and their customer service is not available during the worldwide pandemic. If you look up Barclays on XXXX you will see a number of people communicating with the company about not answering their phones. I have attempted to reach them about a balance transfer arrangement I am making with another company. Due to their lack of customer service support my account has resulted in late charges and additional interest. I have been trying to reach the company for over a week. Please help their customers find out when and if theyll be able to speak with or get an email response from a financial institution they are dealing with!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2020-04-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-22
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I purchased airfare ticket for {$360.00} on Sunday, XX/XX/2020, XXXX XXXX ( Email Receipt attached EXHIBIT A ) with my frontier Credit Card however on Monday, XX/XX/2020, XXXX XXXX CDT Frontier Airline sent an email informing that the flight has been disrupted and a portion of your itinerary need to be rebooked ( Email attached EXHIBIT B ), due to frontier airline disruption all my other plans like hotel booking and car booking was also disrupted and i ended up loosing all my reservations whose booking were non refundable. I called Frontier airline same day for the number that was provided on email and waited 5 hours before i was connected to a agent, after talking to the agent and then escalating the call to her supervision frontier airlines denied refunding the funds back to my credited card and instead gibing me travel credit for 6 months which i explained that the trip was planned for my family who was visiting from XXXX for XXXX so i cant use that travel credit since Frontier airline disturbed the flight this was also a violation DOT ( Dept of of Transportation ) regulations issued recently for airlines to strictly follow for full refunds on the disrupted flights. I gave them all the references but the call centered was located in XXXX and they kept saying that they dint have any updated regulations from there management and they are bound to follow there airline rules for which i said DOT supersedes airlines rules as they are regulators in USA but they keep arguing and didn't listen or act on any proof that i provided from DOT and kept blaming that its a part of flight that is disrupted and we can rebook it and never were able to understand the real issue that my family is gone back to XXXX now and we cant use it any way. After a long 2 hour conversation they rudely disconnected the call, i called again and waited 3 hours and they had the same argument again and wouldn't even listen or follow DOT guidelines and kept twisting and rebooking my airfare in the form of travel credit and saying i cant get it refunded caz i already took travel credit which was false statement as they made me do every thing and then trap me so i cant get a refund
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: 2020-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Lost my Barclays Credit Card. The only way to get in contact with Barclays is through one phone number for ALL calls, which is encountering significant delays in answering the phone to report the card lost and to get a replacement card. Unable to get through to report the card lost and there is no option to cancel the card without speaking with a representative. No one is answering apparently due COVID-19. Barclays does not provide an e-mail, and can not use on-line banking without credit card / account number, which has been lost. Can not even get my account information without speaking with a representative, who are not available to speak with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95762
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX, I called Barclays XXXX XXXX to request a downgrade of my Barclays Arrival Plus Mastercard to the banks no annual fee Barclays Arrival Card, noting that due to the Coronavirus I did not expect to be doing as much travel in the foreseeable future but would prefer to maintain my account with the bank, both to keep the rewards I had accumulated with the bank and to avoid the negative effect on my credit score that would come from closing a credit line. The bank representative informed me that the ability to downgrade to the Barclays Arrival Card required a special invitation and that they were unable to assist me with my request. I received the same response from the employee 's supervisor as well as another frontline employee when I called an additional time the next day. I do not understand why the bank is unable to assist me with this downgrade request, given that the option to downgrade a credit card product is something that is widely offered and available across U.S. financial institutions and typically does not require any special invitation. Even if Barclays bank treats this request in a manner out of step with the rest of the industry, Barclays refusal to consider what I believe is a reasonable request in this extraordinary time is incongruent with the bank 's public statements, where the bank has committed to working with consumers due to changes instigated by the Coronavirus. It also flies in the face of the bank 's pledge to U.S. lawmakers that it would offer additional help and flexibility to its clients during this pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In 2017, BarclayCardUS reported a 30 day late that was not late. I disputed this through the CRA 's and it came back as resolved. Last month, during the Covid crisis I was late on my payment due to work related issues, but it was not 30 days late which it is reporting on all my reports. When I spoke to the company they indicated they are making no concessions related to Covid which is insane considering how impacted this country is.. Now these late payments, the only TWO negative marks on my credit score, are impacting the rest of my finances and causing other companies to lower my limits and change my interest rates. I would like BarclayCardUS to remove these late payment reports. If they are unwilling to do so, I would like BarclayCardUS to remove the entire tradeline from my report so I can continue with my potential home purchase. I have attached the XXXX report which shows the Barclay account and the dispute resolution, and two printouts from bank statements showing the payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have 2 hard credit inquiries that showed up on my XXXX account that I dont recognize nor did I authorize. One is from XXXX and the other is from XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: ID
Zip: 83686
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
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 my barclay card was used at XXXX XXXX it used through XXXX XXXX which I don't get how it happened since I live 1 hour and 45mins from the store it happened at and my phone was with me. The charges that were made that were fraud were for {$890.00} and {$790.00}. Barclay is indicating since it was used as XXXX XXXX that I should be responsible for these charges which is ridiculous since I was never there nor have I ever shopped there. Plus its almost 2 hours away from where I live.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95377
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/XXXX, shortly after treasury requested banks free up additional liquidity to consumers, Barclays bank cancelled my card, ending in XXXX, with no late or missed payments in the years I have been a card holder. I contacted Barclay 's multiple times, but wasn't able to wait put their hold period until XX/XX/XXXX. The call itself lasted less than 15 minutes, the total duration including hold time was 6 hours 35 minutes. This entire call I have a recording of. I explained that I have been a good customer and was attempting to get my account reinstated, and was told I needed to write a letter. I then inquired as to the amount of time I had to redeem my points. After a brief hold, the representative told me I had 60 days to do so, which would be the middle of XXXX. I planned on using the points towards travel if I was able to successfully get the card reinstated, or for gift cards if I was not as the travel statements credits are only usable if the card is active. The points, which totaled XXXX have a value of {$3400.00} when used for travel credits, or {$1600.00} when redeemed for gift cards. Hence my desire to wait a little bit to see if I could get the card reactive and use the points for travel credits as opposed to pulling the trigger and redeeming them for the gift cards. I had been saving these points up for years. Unbeknownst to me, the points were then cancelled the day after I spoke to this representative. I wrote the letter to Barclay 's on XX/XX/XXXX, and after not hearing a response for over a week, called to follow up on XX/XX/XXXX. Again, the call duration consisting almost entirely of hold time totaled 6 hours 23 minutes. That call I also have a recording of. During my hold time, I went only my account to discover the point adjustment on XX/XX/XXXX that left my point balance at 0. When I finally spoke to a representative, they told me I had to write another letter. I explained that I had already done so, and was escalated to a supervisor. The supervisor effectually told me the same thing, and would not put someone on the phone who had any authority to help me. I am very frustrated, and feel they are running out the clock on the 60 days I would, by their own rules, have to redeem my points. Perhaps they plan to get back to me just after that time has elapsed and state that since it has been over 60 days, that there is nothing that can be done in regards to to the points. So, I'm turning to the Consumer Financial Protection Bureau for assistance. Documents and files available upon request : Letter from Barclays dated XX/XX/XXXX stating the account t was closed. Audio files of the calls to Barclays on XX/XX/XXXX and XX/XX/XXXX Letter from me to Barclays dated and sent XX/XX/XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89011
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: 2020-04-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Barclay 's put me in on a " Long Term Assistance Program '' for the credit card on XX/XX/XXXX. The terms were to pay the minimum payment for 60 months and they closed the credit card. This was in XXXX of XXXX. They then continued to report late payments - 120 Days Late in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Then started reporting On Time Payments in XX/XX/XXXX and XX/XX/XXXX. Then from XX/XX/XXXX to XX/XX/XXXX they have reported 30 Days Late EACH MONTH. I've been making my minimum payments as I was instructed to but Barclay says the way that it records in their system is late ( even though its not 30 days late ). In XX/XX/XXXX they stopped the Late Payments ; however, the previous ones are still there when I was just following the plan that they gave me. They did not disclose that paying the minimum payment and being on the program would still report late payments to the credit bureaus. I've disputed this issue with the Bureaus and Barclay 's multiple times but can't get them removed. Barclay 's has admitted over the phone that it shouldn't have reported late payments but they can't do anything about it because of their system reporting. The credit bureaus just verify the information when I dispute with them. Further, the letter received when put on this program says that my minimum payment will be {$120.00} and no late fees will be applied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98466
Submitted Via: Web
Date Sent: 2020-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-21
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 paid out credit card payment on XX/XX/20 in the amount of {$10000.00} which was the full amount due and paid by autopay from our bank on the day it was due. Since then, our card has been declined. Looking into our accounts, our bank paid the full amount above, we received a notification of the withdrawal and the credit card account shows it being paid, however, the payment on their end is " on hold ''. So we have no access to our credit card, the money came out of our bank account 5 days ago and has been credited to our account on the credit card website. It is barlaycard. I have been trying to call them- yesterday was on hold for over an hour, and now as I write this am still on hold for over two hours. We paid our bill on time in full 5 days ago, why is our payment " on hold '' why is the money out of our bank, why wont they answer the phone? God forbid this was some poor soul in a real crisis that needed their credit card asap!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A