Date Received: 2018-08-01
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/2017, XXXX charged my credit card promising the creation of a Brand Of products to be sold online, especially on XXXX. The couching sessions, bonuses, and other promises never materialized. Attached you will find documentations showing my repeated attempts to get the money refunded and the FTC suit against the XXXX XXXX. BARCLAYS bank claims that since I paid the balance in full, I can no longer claim a refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 10954
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Received a phone call on XX/XX/2018 at XXXXXXXX about suspicious charges made at XXXX XXXX ( FL ) XXXX XXXX in the amounts of {$2000.00} and {$2000.00}. I was unable to answer at the time, so I called back on XX/XX/2018 at XXXX and spoke with a representative from the credit card company. They first asked me if I recognized / authorized the charges, and I immediately said " no. '' I was then asked if I had the credit card in my possession, and I said " yes '' ( incorrectly ; at the time I was so consumed with the idea that someone had stolen my card that I spoke without thinking or actually checking my wallet to see if I did have the card ). I was then told that an investigation would be opened, the card that was used would be closed, and a new one would be mailed to me. I was given a timeframe in which to expect a call-back regarding the decision the credit card company makes on my claim. I do not remember how long this window of time was. I called back sometime within that window ( do not know the date ) to ask for an update, and I was told that the window of time hadn't elapsed yet so I should wait, as they were unable to provide an answer at the time. I believe it was during this phone call that I first informed the credit card company that I did not actually have the credit card in my possession as previously said. I waited past the window of time I was given by the credit card company ( I believe the date was sometime around XX/XX/2018 ) and called back again asking for an update, and the representative I spoke to told me that they didn't understand why nobody called me yet - because we were now past the window of time they were supposed to take to make a decision - and that the case was now closed, in my favor, and I will see the money credited back to my account. I checked my online statement, and saw that the money was indeed credited to me. Sometime later ( I believe the date was XX/XX/2018 ) I noticed the original fraudulent charges were re-charged onto my credit card account, so I called the credit card company to inquire about this. I was informed that the original decision was a mistake, and that the case had been closed - but not in my favor - and that the letter I was to receive in the mail which would state it was closed in my favor should be disregarded because it is incorrect. I was told by a supervisor ( operator # XXXX ) that because I originally said I had the card in my possession during the first conversation, they had made their decision immediately, based on that one piece of information, because if I had the card in my possession, then " ( I ) must have been the one to use it, because the card has a chip and a chip can not be duplicated. '' I explained to the supervisor that my mind was erratic at the time of that first phone call because I was overwhelmed and consumed by the fact that somebody had used my credit card to make over {$4000.00} worth of purchases, and that I spoke incorrectly by stating the card was in my possession ; however, I also brought it to his attention that I had immediately answered " no '' to their first question asking about whether or not I recognized or authorized the charges, but he informed me that it did not matter. This supervisor suggested that I file a police report, and said that doing so will result in them re-opening the case to investigate it further, as they would then be able to work with the police department. On that same day - XX/XX/2018 - I filed a police report with the XXXX XXXX Police Department, case # XXXX. When I filed this report I was under the impression that the numbers listed on my credit card statement next to the transaction amounts were transaction IDs from the store ( XXXX and XXXX ). I believe this is what I was told when I first received the phone call about the suspicious activity on XX/XX/2018, but I do not remember for sure. Immediately after filing this police report, I contacted the credit card company to let them know, and provided them with a case number. I was asked to fax a copy of the police report to them at ( XXXX ) XXXX with " ATTN : Investigations '' on the cover sheet as soon as the police report was ready. I also noticed that the charges were dropped from my online account statement. I obtained the police report and faxed it to the credit card company on XX/XX/2018, as requested. Sometime on or before XX/XX/2018, I noticed that the charges were once again re-applied onto my account statement. I called the credit card company on or before this date to ask why, and was once again told that the case was closed - not in my favor - and that I was responsible for all the charges. I spoke with a representative ( operator # XXXX ) on XX/XX/2018 and was informed that the fax of the police report was never received, and that the case was closed not in my favor. I was informed that the cover sheet of the fax must also include " Reference credit card number : XXXX '' which is something that I was not informed of originally, and was told that since the credit card number was not on the cover sheet that it may be a reason why they didnt accept the fax. I sent a second fax of the police report on XX/XX/2018, with the cover sheet labeled as requested. Sometime on or around XX/XX/2018 I went to the XXXX XXXX XXXX XXXX - the location where I was lead to believe both fraudulent charges were made at - to ask for a copy of the purchase receipts and/or video footage in an effort to have the credit card company re-open the case and then close it in my favor, since at this time I was again being told I'm responsible for the charges and that they were no longer investigating it at all, even though I had a police report filed. XXXX XXXX provided me with copies of the receipts, and also cleared up the incorrect information about the transaction numbers - that they were actually store numbers, and not transaction IDs. They informed me that one purchase was made at the XXXX XXXX XXXX XXXX store, and that the other was made at the XXXX XXXX XXXX store, and provided the transaction receipts for both stores. They also informed me that they are only able to provide video surveillance footage to police offers, but that they did indeed have it available. Upon receiving this new information, I went to the XXXX Police Department on XX/XX/2018 and filed a police report with them, as well ( case # XXXX ). On XX/XX/2018 I went back to the XXXX XXXX police station to ask for assistance obtaining the video footage from the XXXX XXXX XXXX XXXX, and they helped me get an officer to meet me at the store and do so. Both a photograph and two video clips were obtained from the XXXX XXXX showing that it was not me in the video. The officer did not allow me to see the video, but told me he can " definitely tell it's not you. '' The officer then told me he would add the video and photo to my police report, as well as a copy of the purchase receipt from that store. He then also gave me a copy of the video, which I have since reviewed. I do not recognize the person who used my credit card. Later on XX/XX/2018 I contacted the credit card company again, this time in an attempt to provide the new information and get them to re-open my case and investigate it. I was told that it was still closed, and that I was responsible for the charges. I asked to speak with a supervisor and was transferred to XXXX, operator # XXXX. I gave him all the information I had, and he told me would personally oversee my case from that point on. He said he would contact both police departments that I had filed reports with, and told me he promises a callback on XX/XX/2018 with an update. I was never contacted on XX/XX/2018 as promised. I waited an extra week thinking he got busy or was getting around to it, but I still never heard from him. On XX/XX/2018 I called the credit card company and spoke with XXXX again. He informed me that he " attempted to contact both police departments but nobody answered and neither has called me back, and that's why I never called you. '' I expressed my dissatisfaction with this, explaining that I'd rather him just tell me that information on XX/XX/2018 as originally promised, as opposed to leaving me in the dark. '' I called back again on XX/XX/2018 to ask for the current status of my case, and to find out exactly how many attempts XXXX actually made to contact the police. I was told by a representative named XXXX that the current status was that my case was closed, and I was responsible for all charges. There was a supervisor named XXXX present with the representative as well, and they told me that they showed there was one single attempt made by XXXX to contact the police departments on XX/XX/2018, but it " was not verified '' because XXXX wasn't available at the time for them to ask him directly. I informed them that I wanted to know exactly how many attempts XXXX made to contact the police regarding my case, and that if they were unable to provide that information and if XXXX couldn't speak to me at the time then I wanted a callback with the information. On XX/XX/2018, after speaking with the credit card company the second time, I contacted the XXXX XXXX Police Department to explain what was going on, and to ask the status of their investigation and whether or not they spoke with the credit card company. I was told that it was " out of their hands '' and that I would have to speak with the detective 's office, since it had been passed on to them. The detective 's office was closed at this time, so I was unable to talk to them on that day. Sometime on or around XX/XX/2018, I spoke with Detective XXXX XXXX of the XXXX Police Department regarding my case. He informed me that they never received a phone call nor message from my credit card company. By XX/XX/2018 I still hadn't received the callback from my credit card company with the answer to my question about how many attempts they made to contact the police. Also on this day I was able to get in contact with Sgt. XXXX of the XXXX XXXX Police Department, and she too informed me that neither a call nor message was ever received from my credit card company. She asked for the phone number of my credit card company and said she would try to contact them for me. I gave her XXXX 's name and his extension ( XXXX, which I was given on XX/XX/2018 ). On XX/XX/2018 I called my credit card company to inform them of what both detectives that I spoke to had said. I spoke with a supervisor named XXXX and I also informed him that I will not be making any payments towards my account, and I told them I want them to contact the police departments again. I provided the names, phone numbers, and respective case numbers of both the officers I spoke with. I also informed him that I would be filing this complaint with the CFPB. *A copy of the surveillance video is available, but your system will not allow me to upload it below because it is too large.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I am receiving repeated calls multiple times a day ranging in times from XXXX to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: I have 3 credit card accounts with Barclay Cards each with a great history of use and payments to them. Recently, while on a 2 month vacation/work trip out of the country, another credit card in my wallet ( with another company, not Barclay ) was stolen and many charges placed upon it. This caused a cascading effect whereby I had to close that stolen card account, and depend upon my Barclaycards while in XXXX. Additionally, I had to shift my monthly automatic charges that were on the stolen card, onto my Barclay Cards. Things such as monthly storage units, online subscriptions, and several other auto pays were linked to this card. The automatic monthly payments I had previously arranged with my bank and had been paying to Barclay beyond the monthly minimum payments to Barclay were now not covering the minimum during this brief period. This caused my balance on my Barclay Cards to ramp up quickly, plus Barclay charging me additional late fees because my payments were below the minimum due. My intention was to stabilize everything when I returned from XXXX. Upon return, I immediately paid the past due amounts. However, without notice, as soon as I had sent them payments, Barclay also lowered my credit limit and now the card I was relying upon to pay some of my monthly autobills that I had shifted to it was no longer covering those obligations and I was then subsequently being charged late fees from these other companies and causing cancellations of services ... a whole cascading effect. I was unaware of what was occurring since I was under the impression I still had about {$5000.00} of available credit available with my Barclay Card to get through this rough patch. To compound issues worse, as soon as I returned from XXXX, I have been dealing with a medical issue and dealing with all of this unwinding has had to be delayed. I had since discovered that Barclay lowered my credit limit without prior notification and reached out to them to restore the credit limit yet they flatly refused. Bottom line, I have had a long relationship with Barclay, have been making regular payments in excess of my monthly minimum for years, up until this circumstance. Yet a Customer Relationship with Barclay seems not to matter to them, regardless of history, regardless of their outrageous interest rates of over 25 %, regardless that they had charged fees for things that they themselves had caused. I am done with Barclay!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: On XX/XX/XXXX, I paid off my Barclaycard Loan in the amount of {XXXX}. On XX/XX/XXXX I received an email that the next payment was pending, but since I had literally just paid it off 48 hours before, I assumed things would catch up. On Monday, XX/XX/XXXX, the next payment of {XXXX} was debited from our family checking account. Within minutes of it being debited, I received a " paid in full and account closed '' email from Barclay card. I called them immediately, and they told me it was a " glitch '' in their system and that they weren't sure why it happened. They said they would issue a refund, and despite my request for them to issue it electronically, they said they were unable to, that they had to issue a paper check and I would have it within two weeks. ( I found it odd they were unable to issue an electronic refund when the loan proceeds were deposited to our joint checking account electronically and the payment was withdrawn electronically ... ) Since the XXXX of XXXX holiday affected mail, my wife called on XX/XX/XXXX. On XX/XX/XXXX she spoke with a representative who said a refund had never been initiated. She asked to speak with a supervisor and spoke with XXXX, who said he would escalate it and see if he could get the funds wired back to us. As this loan was obtained when we were in the middle of a move, he needed to update our address. We had the email updating our address within a few minutes after the call. He said he would call us back by Wednesday, XX/XX/XXXX, and that they were there till midnight so to call him if we did not hear from him. We called XXXX on Wednesday, XX/XX/XXXX at XXXX XXXX. to find the lines were closed ( a recording says their office hours are until XXXX XXXX. ) and we were unable to get through to anyone. Thursday, XX/XX/XXXX my wife called XXXX and they were unable to locate XXXX and said he was in a meeting. She tried again several hours later and again they were unable to locate XXXX. That evening she received a voicemail on her phone from someone named XXXX ( is what it sounds like ) saying THEY had escalated the complaint and that it would be ANOTHER 48 hours before they were able to process the refund. On Friday, XX/XX/XXXX my wife again called the XXXX number and again was unable to reach a supervisor, but the rep she spoke with said they were unable to wire the funds back into the account. She asked for a call back within a specific timeframe and did not receive one. On Monday, XX/XX/XXXX my wife again called the XXXX number and was told that she wasn't on the loan and no one should have been speaking with her ( despite the fact they'd been doing so all week and even left a message on her voicemail ), but that a refund check had been processed and should arrive within 7-10 business days. They said it would arrive in a plain, white envelope. They said if we did not hear back from them by XX/XX/XXXX to call again. On Monday, XX/XX/XXXX I called the XXXX number and spoke with rep XXXX who then transferred me to supervisor XXXX. XXXX informed me that the refund had been issued to our checking account on XX/XX/XXXX. We logged into our account where there has not been any deposits from them to date. We offered to send them a screenshot or our statement proving we had not received the funds. She is supposed to personally walk down to the department tomorrow, XX/XX/2018, and investigate, but reiterated our options were to continue to wait for the check ( which could be an additional two weeks - taking our total to eight weeks without these monies ) or escalate which may happen faster. My concerns are several : 1. They withdrew money after receiving the payoff and have held it for more than 6 weeks. ( We were paying them 17.99 % interest. ) 2. They violated my privacy and spoke with my wife who was not on the account on more than one occasion. ( We can forward you a voicemail they left on my wife 's phone. ) 3. They have repeatedly failed to refund the monies owed to us despite numerous contacts that we have had initiated. As a XXXX ( and my wife busy parenting our XXXX children plus XXXX foster kids ), this has taken an INORDINATE amount of time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: KS
Zip: 667XX
Submitted Via: Web
Date Sent: 2018-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My account went unpaid with XXXX ( XXXX financing Visa card ) and it was sent to a debt collection agency called XXXX. I agreed to settle the account with XXXX For {$710.00} with reference number XXXX. I received the agreement from XXXX saying that the account has been settled on XX/XX/2017. However the account still shows unpaid and unsettled on my credit report. Upon calling XXXX I was told that this account has been transferred back to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32114
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX won't remove or Give me method of verification on how they verified the accounts I'm disputing with them as they are only using XXXX not actually providing me documents on what documents were used to verify they accounts if they can't provide me documents this must be deleted 2 XXXX accounts and total card they can't verify something that they are reporting without proof same with XXXX they have a Barclays card reporting on my report they just provide me proof paper work not just papers saying the accounts has been verified I sent them certified letters asking them for my documents as it is my right as a customer to see how they are verifying these fraudlant accounts
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Initially given $ XXXX credit limit. Used {$1100.00}. Tried to make {$700.00} purchase - declined! Found out limit lowered to {$1500.00}. Was never late making payments, always paid a little more than minimum. Was never told limit lowered. Seemed unethical & illegal for them to do this.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97702
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I requested a copy of my card member agreement for my account with XXXX to be mailed to me and XXXX denied me this.
Company Response:
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2018-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-28
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Greetings, I am having an issue with my barclays credit card. I opened he account almost a year ago, and all of a sudden on XX/XX/XXXX my card got declined at a restaurant. I called the banks customer service and was assured the card was going to work on the next swipe. It didnt. Several calls later, my card still wasnt working and no one had he courtesy of telling me that my account was under review because the bank could not very my identity and/or income. A week later a received a letter from the bank demanding access to my tax information to verify my identity. Ive promptly responded with authorising the bank to receive this information from IRS. Its been almost a month that my account has been suspended, and no one communicates with me, and they are not telling me anything about the investigation. I called again today, XX/XX/XXXX, and no information was provided other than the account is still under review. I have a hard time believing that a year after I opened the account, the bank all of a sudden became concerned with my identity not being verified. What were they doing when I applied for the card in the first place. I honestly can not think about any reason other than profiling based on my nationality ( XXXX ) as Ive heard about several other XXXX facing similar problems with XXXX and other large banks. Please, help stop this invasive and unfair treatment by the bank and help me be able to use my credit card again.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90005
Submitted Via: Web
Date Sent: 2018-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A