Date Received: 2020-01-27
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I called The Barclays customer service line on XX/XX/XXXX at approximately XXXX regarding clarification on the {$100.00} companion ticket credit. I signed up for this Barclays XXXX XXXX credit card in XX/XX/XXXX so I am a new customer. The credit card has so many features and benefits that I would like to take advantage of them but I have a lot of questions as to how they function. The customer service representative that I spoke to told me that I would receive the {$100.00} credit on my credit card account after I purchased the airline tickets. I purchased the tickets for myself and my companion on XX/XX/XXXX and waited for several days to see the {$100.00} credit appear on my account. I never saw the credit and when I called back on XX/XX/XXXX and spoke with XXXX ( operator ID # XXXX ) she informed me that the information I was given by the previous representative was incorrect. I expressed my concerns to XXXX and explained that I felt deceived by my credit card company and was very unhappy and frustrated. As a consumer I feel that we apply for new credit cards because of the features and benefits they offer, however we need to understand how to use them. I am not happy with the customer service and I am not happy with the misinformation I was given. I have been given misinformation by several customer service representatives and I feel that the credit card company is taking advantage of consumers who dont understand the features and benefits.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
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: In XX/XX/XXXX, I purchased a prepaid car rental through XXXX for a car rental in XXXX XXXX, FL. On XX/XX/XXXX, I paid the full balance of {$230.00} ( amount of the car rental ). On XX/XX/XXXX, I received a car from the car rental company ( XXXX ) in XXXX XXXX that looked like they retrieved it out of a swamp, i.e., doors where the tape had taped the door shut, and it smelled as if somebody had tried to XXXX themselves by smoking with the doors shut and the windows rolled up. We could barely ride to the XXXX with the windows down, whereupon we purchased vent deodorizers along with spray to neutralize the smell inside the vehicle, and sprayed the ceiling, posts, doors, carpet, and seats within the vehicle. We walked around while the car sat with the windows down until it dried and we could get back into the vehicle. On XX/XX/XXXX, I contacted the rental car company which refused to answer their customer service calls, and had no online process. I went back through XXXX and explained the problem. I should have received a full refund, but anything at this point would have been a plus since I prepaid for this vehicle and they totally took advantage of me. On XX/XX/XXXX, XXXX was able to provide me a {$50.00} credit back to my credit card after they spoke with XXXX. This was better than nothing. I saw this credit on the following XX/XX/XXXX statement. I did not request a refund as I had every intention of using the card again in the next 60 days. The balance was {$0.00} with a credit balance of {$50.00}. On XX/XX/XXXX, the statement reflected a credit given on XX/XX/XXXX with a statement credit balance of {$50.00} on the XX/XX/XXXX statement. Same on the XX/XX/XXXX statement. However, their website reflected a credit balance still, so I wasnt concerned. Their website is very confusing with the credit balance versus the transaction balance. Then on XX/XX/XXXX, they state on the statement that they mailed a check to me which never arrived at my home.... Ever, and still has not. On XX/XX/XXXX, I had charged {$99.00} for a Wyndham Owners Weekend event, thinking that I would be able to utilize the {$50.00} credit towards this, since I had not knowledge that they arbitrarily mailed a check, which still has not arrived. On XX/XX/XXXX, I called their customer service number regarding the confusion on their website about the {$50.00} credit balance and resulting {$0.00} balance showing, and the fact that they are now showing me owing them {$99.00}. I waited on line no less than 30 minutes due to call volume. Finally, a live female voice comes on the line, states that computers are down, information is not available, and call back, later and she then hangs up before I can say a word. I pay the {$49.00}. I also send a message through the message center regarding my credit balance. I have alerts set up on this account for just about everything. No response came to me via phone, text, nor e-mail. They just left a response online on the account which I did not see. On XX/XX/XXXX, I receive an e-mail message that my payment is coming due for {$50.00}, and that {$27.00} is the minimum due. I call again, and wait on a representative. I called the dispute line. On XX/XX/XXXX, I spoke with an XXXX regarding the XX/XX/XXXX check that was allegedly sent to my address which never arrived, that the statement credit only showed up on the XX/XX/XXXX statement the first time, and that this really did not fall in line with credit card company procedures for issuing a refund which never occurs in less than 60 days, and that at the time that I had made the {$99.00} charge, the online transaction portion was still reflecting a {$50.00} credit. She had me hold on line for 20 minutes while she was supposedly resolving this for me. According to her they were cancelling the check and mailing me the {$50.00}. I should receive it in the mail in 7-10 days. On XX/XX/XXXX, I spoke with an XXXX @ XXXX XXXX., who still claimed that Barclay had sent me a check on XX/XX/XXXX. I asked to speak to a supervisor, XXXX. He proceeded to tell me that XXXX misinformed me and that she had no right to tell me that she could resolve this as the dispute would take 7-10 days to research and resolve. Apparently, customer service oversees the dispute department???. I ask about why when I wrote to them in XXXX as invited to do on XX/XX/XXXX when they hung up on me, and requested the funds why it was not researched and returned then. He had not answer. I requested that the {$50.00} be placed in dispute. He then told me that the {$50.00} was NOT in dispute at all that they had sent the check ( which never arrived - ever ). I informed him that I have not received any credit back to my account, nor received a check. He informed me that when Barclays has a debt that they pay it in a check form. This is now preposterous. It is usually back to the account in the manner in which it was paid. I have online statements. I pay via online transactions. I dont send them checks. This is absolutely ridiculous. On XX/XX/XXXX, I then had to get online and pay the {$50.00} remaining from the {$99.00} transaction to protect my credit because I could not trust that Barclays would EVER refund my {$50.00}. After all, this was refunded by XXXX on XX/XX/XXXX, and I still did not have it, nor was able to use it in 4 months, even though Barclays claimed to have sent it to me on XX/XX/XXXX. By this time, I am convinced that Barclays or Wyndham is attempting to defraud me of my {$50.00}. I am convinced that Barclays or Wyndham or both are in serious financial difficulties if they must resort to defrauding customers or customer satisfaction refunds. On XX/XX/XXXX, I called at XXXX XXXX, and spoke with a XXXX who placed me on hold while she pulled up my account. AGAIN verified my address for the umpteenth time ( as each person has done during these procedures and calls ), even though I had verified my name, SSN, DOB, Acct #, etc. 3 times before ever getting to speak to a representative, and then doing it again multiple times once I get to somebody. I told her my check still has not arrived. She placed me on hold while she checked resources. She provided me a case # XXXX,. Check should be reissued within 7-10 business days. XX/XX/XXXX, I receive a letter in the mail via USPS which basically states : This letter is in response to your recent inquiry on your Wyndham Rewards Visa Card Account. We are currently unable to complete request. Please contact us at the number on the back of your card for additional details. We are available 24 hours a day, 7 days a week. On XX/XX/XXXX, At XXXX XXXX, I call and speak with a XXXX ( female ), who informs me that they credited the {$50.00}. Back to my account. Im just stunned. I move online back over to transactions, and confirm that yes, there is now indeed, a {$50.00} credit placed back onto my account re : the XX/XX/XXXX check. I ask why as there is a {$0.00} balance on this account. She places me on hold while checking and then tells me that she has requested the check to be sent to me, and that it will be 7-10 business days. Today is Saturday, XX/XX/XXXX. I have been attempting to either spend/utilize the credit of {$50.00} on my account, or to receive the alleged check for {$50.00} credit on my account again due to the ( XX/XX/XXXX check ) since XXXX, XXXX ( 5 months ). I feel like I am in a proverbial game of keep away. Frankly, I do not understand this. I pay my bills on time. I use my credit wisely. This is just beyond ridiculous. Please help me get my {$50.00} back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I refer specifically to the ad I encountered while booking a flight on the XXXX website. The ad stated that if I applied for and used their rewards card to book the flight, I would receive {$100.00} off the cost of the ticket. I foolishly believed it, applied for and eventually received the card a couple of weeks later. I assumed ( XXXX me ) that there would be an opportunity to point the charges to the new Barclays card at some point in the booking process, but there wasnt. In order to receive the quoted price on the tickets I had to order them immediately, I couldnt wait for the card to arrive without the price almost doubling. After the application process, nothing showed up in the booking process that referenced the new account or even acknowledged Id applied for it. This is deceptive, fraudulent and illegal.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 71111
Submitted Via: Web
Date Sent: 2020-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-24
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: The BarclaycardUS has a technical issue with scheduling repeat/auto payments online. On XX/XX/XXXX, I called a customer service agent and she had to schedule repeat payments for me over the phone because I couldn't do it from their desktop app ( didn't work ) and their mobile app doesn't have the feature. I got an email confirmation about the repeat payment being set for the next billing cycle. The next due date was on XX/XX/2020. BarclaycardUS didn't pull the payment as scheduled from my checking account and charged me a late fee. I got on the phone with customer service, and the agent in charge immediately asked me to check with my bank. I asked her why would I need to do that, if I was sure that my bank had the money available and Barclays gave me a confirmation that they would pull the payment, she immediately changed her statement to say, it took two billing cycles for repeat payments to be effective to which I said that I needed to see where that information was posted because that was not my experience with previous Barclays repeat payments I set up myself or any other bank or service I have set up auto payments for, the information wasn't also communicated to me over the phone when I spoke to the agent to set up the repeat payments and it wasn't on the confirmation email, I requested to speak to a manager. The manager admitted there's no such policy, so basically this bank has employees trying to disregard people who need help, going as far as making up lies. The manager offered a {$25.00} credit that was immediately posted to my account, offered to waive the late fee, but it has been now more than 3 business days and it hasn't been waived and told me she would create an IT ticket to request my payment to be made effective. After 4 days of my payment being late, I decided to cancel the automatic payments altogether and make the payment myself manually, because I do not want to risk the bank reporting a late payment that wasn't my fault. I'm not describing the entirety of the conversation I had with the employee who lied to me, because it would take too long, this person lied several times, trying to basically get rid of me, and wouldn't pass me on to a manager immediately, I had to mention it several times. This bank wasted an entire hour of my time, and the situation was not entirely resolved. After all of this, all I got was a {$25.00} credit because the late payment fee hasn't been waived, the automatic payment wasn't pulled, and their website still doesn't work correctly. I had to clear cache and cookies and even after doing that it wouldn't work, the only way I discovered that I could schedule the repeat payments on my own was through incognito mode.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2020-01-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I made a credit card payment to Barclays Bank for my XXXX Credit Card with 2 checks in the same envelope, one from my business account {$4100.00} and another check from my personal account for {$1000.00}. Both checks cleared my Bank on XX/XX/2020. Barclays only credited the {$1000.00} to my account balance. I did not find the mistake until I received my next bank Statement XX/XX/2020. After much frustration and several calls, I demanded a number in the United States and only then was I directed to their Resolution Department in the United States, XXXX. I faxed in a copy of both checks, front and back showing the date the checks were processed and a bank statement showing both checks cleared my account, The Resolution Department has confirmed my check was cashed by Barclays but they can not locate my funds. I was told it will take 25 business days for them to investigate. I was told they can not send me my money back or credit the {$4100.00} to my account, even though they acknowledge they have proof they received and cashed my check. I was told they can not send me anything in writing guaranteeing my money will be credited to my account. I told XXXX employee ID XXXX, I consider my money stolen. I consider this fraud. Barclays Bank is trying to make their problem of misallocating my money, my problem. Barclays Case # XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92054
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-23
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: On XX/XX/XXXX, I received an email from Barclays, stating that I had earned a {$100.00} flight discount, because I spent {$2500.00} over the past membership year. The email provided me a flight discount voucher code ( XXXX ) AND expiration date ( XX/XX/XXXX ). I tried to book a flight on XX/XX/XXXX, and when I entered the code, I got a response that there is no value to that number. I called their customer service line, and was told that the code was only good for 6-months. I explained THEY sent the email to me, stating it expired on XX/XX/XXXX. The person on the other end of the line insisted the code was only good for 6-months from the issue date. She advised me to call XXXX XXXX. I explained that the email came from Barclays, not XXXX. I asked to talk to a supervisor, who told me they were aware of this problem and that I couldn't use it on the flight I wanted to book, but that they would credit my credit card account. She told me that they would have to investigate it. I explained that if they were aware of the problem, why would an investigation need to be done? She couldn't give me an answer. Well, I've been waiting for their investigation to be done and my account to be credited. Today, XX/XX/XXXX, I received a letter from Barclays, stating " We're currently unable to assist you with your Rewards issue. ''
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89134
Submitted Via: Web
Date Sent: 2020-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-22
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 or about XX/XX/XXXX I contracted with XXXX and XXXX XXXX XXXX XXXX to transport my furniture from Florida to New Jersey. They were suppose to pick my furniture up on XX/XX/XXXX or XX/XX/XXXX. They came on the XX/XX/XXXX with a truck that was half full ; therefore, they put my furniture in storage and said that they would pick it up Monday or Tuesday. During that week, we couldn't get a straight answer to when they were going to deliver my furniture. So I gave them to the following Saturday and called in a dispute with my Barclay Aadvantage Card that my furniture was not delivered ( services weren't rendered ). Sunday as I drove to church, the company called asking why I disputed the charges and if I didn't lift the dispute, I wouldn't get my furniture. So I called the Aadvantage Card dispute department back and the customer service rep. advised me not to lift the dispute because she had seen people not get their furniture ; therefore, because of her being more experienced and representing her company, I took her advice and kept the dispute active. The moving company which I had put a {$1900.00} deposit down initially and then {$2700.00} on XX/XX/XXXX both onto my Barclay Aadvantage card, both amounts were being disputed, told me that I wouldn't get my furniture until the total amount of {$7200.00} was wired to their bank account and then they would release my furniture. So, of course, I sent wired the money on XX/XX/XXXX and on a few days after that they delivered my furniture. The problem is Barclay Credit dispute department paid the moving company on XX/XX/2019. When I asked them why was the money paid to them and what proof was given by the moving company proving the service was rendered. Their response was that the moving company sent them the contract and that was enough proof that services were rendered. My point to them was that no one from their dispute department called, texted, email or mail me a letter asking whether the services were rendered and plus a electronic signed contract is not proof that services were rendered. Therefore, they paid the company extra money because I had paid them in full. They are holding me responsible to pay the {$4600.00} back to them.First of all, had they called they would had found out that the company only brought two-thirds of my furniture back and my husband and I had to fly back down to Florida at the end of XXXX, rent a truck and drive a thousand miles back to New Jersey. I am upset and disappointed with the credit card company because I feel that the correct steps were not being done to protect me. It is very unfair they would pay disputed amounts out before verifying if the job was completed and still placed the responsibility on me to pay them. Someone dropped the ball and before verify and confirming whether services were rendered, they paid the company because they sent an electronic signed contract. I have worked with the dispute department and the Office of the President. Both department are standing together that a signed contract is enough proof that services were rendered. The Extra {$4600.00} is my problem to get back from the company which have gone out of business. The dispute department along with me on the phone tried contacting them and the number is no longer in service. I feel they know someone prematurely paid the company but because the company is nowhere to be found, they don't want to take the lose, so they're passing it to me. This is so UNFAIR and I don't have that kind of money to loose. Your attention in righting the wrong done to me by this credit card is appreciated.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2020-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
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: Fraudulent charges on my account. Barclaycard refuses to remove them even though I sent a ton of evidence proving that their investigation into the matter was a joke and wholly insufficient. My account has been stolen 4x while barclaycard has had the XXXX account and 4x when XXXX held the account. It is clearly their employees either taking the numbers themselves or selling them to someone because this has never happened with any of my other credit cards. You can see all the points made ; they claim it was delivered to my residence and signed for. This is incorrect. I have proof one of the packages was picked up at a XXXX location and the other was returned to XXXX per my regular XXXX driver XXXX XXXX. He was told to do this since someone approached him asking if they could take the package for her when he was at a totally different location than my residence. His supervisor told him to bring the package back. Additionally, the account created was obviously illegitimate as the phone # provided was XXXX and they had a 2nd fake address on the account! The documentation they sent says it was delivered to a single unit. My residence is not a single unit. Then the documentation they sent shows there is yet another secondary address for the account holder in Georgia. I never lived in Georgia. Last but not least the signatures are not my signatures. According to the Fair Credit Billing Act if a consumers credit card number is stolen but not the physical card itself then they are not liable for unauthorized use. I am filing this complaint because never in my 30+ years of using credit cards have I, as a consumer, been so mistreated and blatantly disregarded. My record agin, speaks for itself. They on the other hand should not be allowed to be a creditor.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX I mailed certified documents to update my credit report with XXXX and I recived Notification on XX/XX/XXXX those documents were recieved & signed for by XXXX XXXX at XXXX in XXXX , Texas . The documents reflect there are 2 accounts ive settled XX/XX/XXXX. I have recorded & saved each call to XXXX, Barclays, & XXXX XXXX. Ive also attacthed the multiple calls made as well as the date the documents were signed for. On XX/XX/XXXX XXXX i called and spoke with a representative to check status of the documents being recieved I was advised not yet & to check back. On XX/XX/XXXX XXXX I called again and spoke with a representative and was advised no documents were recieved yet & to check back I then requested a supervisor or another representative and I eas transferred to a survey & hung up on. I called back on The same day at XXXX and was advised to allow time for documents to be recieved. I called on XX/XX/XXXX XXXX I was again advised no documents have been recieved. I called again on XX/XX/XXXX XXXX and I was advised once again there are no documents recieved yet. I called on XX/XX/XXXX & I was advised no documents have been recieved so I requested another representative I was again transferred to a survey & hung up on so I called back on XX/XX/XXXX XXXX to get the same information. I called once again today XX/XX/XXXX XXXX i was told there are no documents I requested a supervisor the representative hung up on me. And here we are at this point almost 30 days later no documents recieved and XXXX representatives hanging up on my while XXXX continues to report innaccurate information. In 12 more days XXXX will be in Violation of the FCRA guidlines of putting my account in dispute status & getting my credit profile updated correctly which I will then be forced to file suit rightfully so.
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: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I set up recurring payments on Barclays billing website. I was under the impression that my bills were paid on a recurring basis. Barclays never initiated the payments. Barclays never notified me that any bills were overdue. I contacted the representative from Barclays, he agreed with me, reversed late fees and advised me to send a letter to Barclays Headquarters. They denied this claim. I initiated a complaint with XXXX and also did not correct this issue. My credit has been flawless for the past 20 years. This caused a 100 point drop in my rating. This is a total violation of my rights as a consumer.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A