Date Received: 2020-02-20
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: Ref : Barclay Visa Credit Card Account # XXXX XXXX XXXX : Dispute Case XXXX I disputed a charge for a hoodie that was not received. Do I have credit card protection for online purchases that are not received? Why am I being charged for an item that I did not receive? I emailed photos of a damaged bag on XX/XX/XXXX to XXXX. I disputed the hoodie to Barclay fax : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I called XXXX on XX/XX/XXXX. I need an explanation letter for this dispute after I called and faxed on XX/XX/XXXX. Barclay charged it back on XXXX Bill. Why? XXXX did not honor our contract. Barclay is not honoring my trust in the credit card. A credit card charge is a contract between consumer and merchant. I trusted XXXX to guarantee that I receive the hoodie that I paid for. I did not receive the hoodie, so they need to refund my credit card {$58.00}. As soon as I dont receive the hoodie, the purchase contract is void. I dont owe them for a hoodie that is not received. You need to make XXXX refund my card. The credit card charge and contract are not valid, because the terms of the contract were not honored by XXXX. XXXX XX/XX/XXXX {$58.00} CREDIT - DTLR/VILLA XX/XX/XXXX - {$58.00} XXXX XX/XX/XXXX {$58.00} XXXX XXXX XXXX XXXX XXXX XXXX : XXXX Barclay should know what a purchase contract is and resolve conflicts between consumers and merchants based on consumer law and consumer protection. No dispute button on your website conveys that Barclay does not want to take responsibility for credit card protection and consumer law. You need to refund my card {$58.00}. I will be filing consumer complaints with the government against all parties involved. Sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/19 I went into my online banking system to pay my Barclay 's credit card bill. My card ends in XXXX. I inadvertently picked my husband 's credit card number in the bill pay system. He also had a Barclay 's credit card ending in XXXX, but defaulted on it and the debt was sold to another company. When I realized in XXXX what had happened, I called Barclay 's customer service number. They told me that they did not receive the payment and that I would have to talk to the new company that took my husband 's credit card debt, but that the payment must have been made to them. I have called the new company, XXXX XXXX, and they have no payments to his account. I have called XXXX XXXX multiple times and while they will not provide me with the information, they have told me that the payment was cashed by Barclay 's and not anyone else. They have told me that they can fax the proof of payment to Barclays. However, every time I call the customer service line, they insist they have no payment from me. If I ask for a supervisor, they transfer me to XXXX XXXX. At one point I had a representative who opened a case for me - XXXX - but then I got a letter saying they could not complete my request. I have called multiple times to try to get this resolved, but no one will help me. They just deny they received the payment, however a payment for the amount of {$XXXX} was sent from my XXXX XXXX on-line pay system to Barclay 's on XX/XX/19 and it was cashed by Barclay 's. That is a lot of money for me to just be out. I understand that I made a mistake and picked the wrong account number, but the Barclay 's has the money in their possession and is should be credited to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have multiple 0 % balance transfer offers on this card. I have paid regularly over the last 12+ months. I requested that amounts over the minimum payment be applied to the first incurred debt. The first incurred debt was where payments have first been applied over the course of the promotional period. For the XX/XX/2020 payment, the last month of the first incurred promotional period, I paid the remaining balance of the first incurred debt. Barclays applied a partial payment to the promotional balance that was ending and XXXX, and the rest to the promotional balance that ends in XX/XX/2020. This is unfair enrichment, deceptive business practice, and downright unethical. I request and adjustment, and Barclay claims their policy is to apply payments at their discretion. There is already case-law on this topic from over a decade ago. I'm requesting intimidate reversal of the payment, to then be applied as was directed in my previous communication with their customer support team. I am also seeking a discretionary credit to the outstanding balance for the time I'm spending disputing their unfair practices.
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: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Hello, I would like help with my Barclays credit card XXXX account. A few weeks ago without any kind of notice my credit limit was lowered {$11000.00} to {$7500.00}! I use this credit card for everything because of the rewards to my son 's XXXX plan. This action is not fair to a good customer for over 15 years. I have NEVER paid late and I pay the entire balance every month. I received a letter stating that I had too much unsecured debt and that is why it was lowered. I have had debt for several years and slowly paying down each month so that explanation makes no sense to me. When I called for help I was connected to XXXX who did not listen to me and kept judging me about my debt. This decision by XXXX also lowered my credit score XXXX points. I am requesting my credit limit to be at least $ XXXX and also a better explanation for unfairly making this extreme reduction. Thank you, XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77433
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Around XX/XX/XXXX, I was not able to use my Barclay credit card and was not able to access my account online, it has been frozen from use. I contacted Barclays bank and was sent to the security department. I was informed my account was red-flagged to verify identity. They requested I mail or fax in multiple documents including ID, Social Security Card and Bank/Utility statement to verify my identity. No electronic upload was available and I was told it would take about 2 weeks to receive and verify, even through fax. I faxed in immediately a copy of my US Passport, Drivers License, Social Security card and XXXX XXXX statement on XX/XX/XXXX. I refaxed documentation on XX/XX/XXXX as advised by the Security Department to make sure it was received and was informed by a Supervisor that there is no method to communicate between the Security Department and the department receiving the documents and verifying the documents and had no choice but to wait. On XX/XX/XXXX I called the Security department and was advised they were missing a copy of the backside of my Social Security card. I sent a copy of the backside of the Social Security card, twice. I was never originally informed they needed a copy of the back of my social security card. After so much frustration and delays, I sent an e-mail to XXXX XXXX, Assistant Vice President / Sr. Manager, Customer Experience and XXXX XXXX, Chief Executive Officer, cards and payments, on XX/XX/XXXX. On XX/XX/XXXX I received a phone call from XXXX XXXX, a Customer Advocate from the office of the Pr esident ( See multiple e-mails attached ). After speaking with XXXX XXXX on XX/XX/XXXX by phone, she transferred me to the Security department and said they would handle it. I was told by the security department that it was still in process and nothing they could do. I follow up by phone on XX/XX/XXXX with the Security Department and was informed they could not give me any more information and I could only speak with the Office of the President and only that office could now unfreeze my account. Since XX/XX/XXXX through XX/XX/XXXX, I have left 6 voicemails with XXXX XXXX and the Office of the President Advocacy and 5 e-mails with no responses. For 6 weeks now my two Barclay bank cars are frozen from use, payments or access online and I can not get a response from the Office of the President to find out the status or release the account. Barclays has stolen my money. I had an outstanding dispute based on fraud and Barclays has dismissed this and now that my account is frozen I can not request a further investigation and Barclay has not properly handled the fraudulent transaction ( Barclay Arrival card ) with XXXX for {$1900.00} on XX/XX/XXXX for which I filed a complaint with Barclay credit card fraud department. In XX/XX/XXXX Barclays came back and said they would not protect me from the fraudulent charge and I would be responsible to contact the merchant. This is both an access and fraud dispute. I argue Barclays has let a fraudulent charge occur and I am frozen out of my account and therefor It is not my account and I should not be liable for the fraud. I am locked out of both my Barclay Arrival and Aviator cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: RE : Claim # XXXX XXXX XXXXMastercard Trip Delay on XX/XX/2019 The credit card offers a reimbursement of {$300.00} for a trip delay that I experienced at XXXX XXXX XXXX on XX/XX/2019. I have submitted all requested documents to the rep, XXXX XXXX, who is being extremely difficult. I have forwarded him several notices from XXXX XXXX advising of the trip delay. He continues to request more info every time. XXXX has called me and told me they can not provide anything more. Furthermore they have never experienced anything like this when such requests came from past customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12601
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Re : Barclays Fraud Case # XXXX On XX/XX/2019 at XXXX, through text I received a fraud alert message from Barclays notifying me of a suspicious credit card transaction of {$380.00} made on XX/XX/XXXX. At XXXX, I responded via text that the transaction was not valid since I had not purchased anything at this location nor was familiar with the retailer. The following morning, I received a call from Barclays notifying me of several smaller transactions also made on that date that I did not make ( Refer to Appendix A for listing of all the contested charges ). During the conversation, the representative asked me if I had possession of my credit card and advised I did and did not understand how my credit card was compromised. The representative advised that they would do an investigation and get back to me. On XX/XX/XXXX, I received a call from a Barclays representative advising that I was responsible for the charges since I still had my credit card in my possession. I advised the representative that I did not make those purchases and asked what evidence they had identifying that I was the one that made the purchases. She advised that because the card has a pin and chip and I had the card in my possession that was sufficient. I specifically asked her if they had any information or videos provided by the retailers to evidence how and who made the purchase. The representative advised that they had not contacted the retailers to investigate. I advised the representative how could they have done a proper investigation without first speaking and obtaining evidence from the retailers. She then proceeded to give me the vendors ( XXXX ) number so I can inquire with them directly as to who and how the purchase was made. I advised her that it was Barclays that needed to call the retailer to investigate the matter not me. She then put me on hold, called XXXX retailer and asked if they could investigate the matter. The gentleman advised that he would refer the matter to their head office and get back to Barclays. Since I had not heard back from Barclays since the last call, on XX/XX/2019, I called Barclays at XXXX to get an update on the matter. I was transferred to fraud Investigations department and waited almost an hour and received no answer from a Barclays representative. On same day, I called Barclays at XXXX and the representative ( XXXX ) advised they did not have a case opened for my matter since the case had been closed. He then proceeded to re-open the case # XXXX for me since a case not was not found in their system. On XX/XX/XXXX, I checked my mail and found a letter from Barclays advising that their investigation determined that I was responsible for the charges and the case was closed. On XX/XX/XXXX, I called the Barclays fraud group to advise them again that I did not make those purchases and requested to see information they had to conclude this. I requested to speak to a manager and was advised that the issue would be referred to a manager to investigate and get back to me. A manager did not get back to me. On XX/XX/XXXX, I called Barclays and spoke to a representative XXXX ( ID XXXX ) and he advised that he would refer the issue to the Fraud/Security department so the case could be re-opened and for me to fax them. I advised XXXX that I would pay the last transaction I made ( {$11.00} on XX/XX/XXXX ) and would refer this issue to the CFPB to help me with this matter since Barclay has not investigated the matter. Barclays stance is that I had possession of my card, but my having possession does not mean that my credit card was not compromised. Although the card chip-based, it is not 100 % foolproof against fraud such as card-sniffing, card-skimming or other fraudulent techniques. Additionally, you could tell by the way the purchases were made, that the fraud actor tested by making smaller purchases and then proceeding to make larger ones until Barclays system detected anomalous activity. Especially given, I dont frequently use this card as it is not my primary card and generally usually used for business purposes and have not ever been to any of the retailers. Barclays is yet to prove : 1. Evidence ( s ) that I made these purchases in person? 2. Did all the merchants involved with these fraudulent charges have EMV-compliant systems or have a defective point of sale system when these transactions occurred? Were these purchases made by swipe? Was card cloned? 3. Did any of the merchants where I made a prior purchase not have EMV-compliant systems or have a defective point of sale system when I made purchases? Were any purchases made by swipe? Unfortunately, due to travel and illness, I could not fax Barclays on XX/XX/XXXX, but am doing so today. Note that I have yet to receive a response from Barclays on the matter after speaking to the last representative. I need this issue resolved as soon as possible. Thanks. XXXX XXXX XXXX Appendix A XX/XX/XXXX XXXX XXXX # XXXX XXXX {$11.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$92.00} XX/XX/XXXX XXXX XXXX XXXX XXXXNC {$160.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXNC {$380.00}
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: During the month of XX/XX/XXXX I have tried using the co-branded XXXX XXXX XXXX XXXX credit card issued by Barclays Bank Delaware ( Barclays ) to make a by phone ticket purchase with XXXX XXXX and at various point of sale locations in Delaware. The card is proving to be useless. It took almost 45 minutes for the ticket purchase to be finalized because I was told there was an address discrepancy issue. There should not have been a discrepancy as my address has not changed in over 5 years - and the address on file with both XXXX XXXX and Barclays has been kept up to date. Notwithstanding that issue, I have had to spend nearly two hours on the phone with call center staff who simply can not grasp the significance of the issue I have encountered at at least 4 point of sale locations where my card - equipped with an EMV chip - has been declined. The card has also been declined when I tried to swipe it instead of dipping it. I have been told by the ill-informed call center representatives that I must use the Chip and PIN combination with this card at point-of-sale terminals. Well, that is impossible to do when the terminals don't prompt the consumer to enter the PIN. Is this a credit card or isn't it? Then, when I try to swipe the card. it's declined. This is embarrassing and a waste of time. I also think I am paying an annual fee for a card that appears to be useless other than allowing me better boarding position on XXXX flights and 1 free bag. However, since I don't use my American reward miles to purchase tickets, but only as partial payment for first class upgrades, the card offers no benefit for boarding or luggage allowances. Barclays needs to better inform its call center representatives and its cardholders about the limitations of using this card in the U.S. where finding chip and PIN enabled terminals is rare.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Barclays Bank DE has been reporting inaccurate information on my credit report. I have tried to correct this information by Disputing it but Barclays stated that the information is correct to the credit bureaus. I would like to see how they calculated the balance on this account. Barclays has withheld the credit limit to XXXX in an attempt to further damage my credit, Barclays has also reported the high balance as a lower amount than the balance on XXXX and XXXX. how is that mathematically possible and why are the amounts so different XXXX : High : {$0.00} balance : {$1700.00} XXXX High : {$1200.00} balance : {$1700.00} Barclays has tried to re-age this account by having different Dates of last activity and different dates of last payment at all 3 bureaus Date of last activity XXXX XXXX : XX/XX/2018 XXXX Date of last payment XXXX XXXX XXXX Barclays Bank has also transferred this account to a collection agency called XXXX XXXX XXXX and has failed to report this transfer to me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-17
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I was approved for this credit card with the following terms : Free interest on all purchases for a year. Barclaycard did not honor these terms, so after I paid all charges I owed, I closed my account. Barclaycard then proceeded to charge interest charges and late fees. I contacted CFPB and they investigated and Barclaycard agreed to XXXX my account. Currently, Barclaycard is reporting to all credit bureaus that this account is delinquent for {$310.00}. ( XXXX, XXXX, XXXX ). I have sent Barclaycard, XXXX, XXXX, and XXXX copies of the following : The terms and conditions of the credit card, last statement of my credit card showing when I paid all my charges, and a copy of my bank statement reflecting this payment. Please help me to resolve this issue. The credit card number was XXXX. I closed this account on XX/XX/2016. I can be contacted at the following address : XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, Florida XXXX-XXXX. Best regards,
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: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A