Consumer complaint received 2022-11-13
Company: BARCLAYS BANK DELAWARE
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
Since Barclays has taken over XXXX XXXX Credit Card accounts, I have been having problems with Barclays applying payments to my credit card account ending number XXXX. As a result, I decided to apply for a consolidation loan regarding two cards that I have. 

On XX/XX/2022, I applied for a loan with XXXX XXXX XXXX XXXX XXXX ( XXXX ) and immediately had problems with the loan XXXX XXXX XXXX XXXX regarding her poor communication and customer service skills. On XX/XX/2022, the loan was approved for {$14000.00}, with {$7500.00} going to my Barclays account. I was not aware that XXXX would send out the payment without notifying me first. Since I was having prior problems with Barclays receiving my payments. 

I called Barclays customer service to see if they received the payment and they stated that it takes 7 to 10 business days to process. The customer service department at Barclays is apparently located XXXX and the workers have poor communication skills. I called on XX/XX/XXXX, XXXX, XXXX, XXXX and XXXX, and the customer service reps never documented the conversations nor submitted the information to the right department. They were also disconnecting from the call or placing me on hold and never coming back to the call. 

I called XXXX to see if the payment was received and cashed by Barclays. The customer service rep confirmed that Barclays received the payment, on XX/XX/2022, at XXXX XXXX. I contacted Barclays again to confirm if they received the payment and again, they showed no record of the payment. I contacted XXXX again via email and received a response from XXXX XXXX, Assistant Vice President of Lending, who provided me with a copy of the cashiers check # XXXX, to send to Barclay 's. 

After all the back and forth, my account is now late and added fees are accruing. As a result, on XX/XX/2022, I decided to file a complaint with the XXXX XXXX XXXX under complaint # XXXX, and I also emailed my issue to Barclays XXXX XXXX XXXX and XXXX XXXX XXXX hoping that they may help with this problem. 

On XX/XX/2022, I emailed the XXXX of XXXX. Afterwards, I was contacted by XXXX XXXX to see if she could help solve the issue by calling Barclays with me on the call. During the call with XXXX XXXX, the Barclays rep would not escalate the call. The result was the rep gave us a fax number to send over a copy of the cancelled cashiers check. XXXX XXXX faxed over a copy of the documents to the Barclays rep. After that call, I received another call from a representative from the Office of the President of Barclays in Delaware, named XXXX, who apologized for my inconvenience and asked what happened. After I explained what happened, XXXX stated that this was a quick fix, and she would be handling the issue. She wanted a copy of the cancelled cashier check sent to her via email and provided me with the following email address : XXXX. However, the email she provided was incorrect. The next day, the email address was returned as non-deliverable. Previously, I received an email from Barclays and noticed the following email address : XXXX, so the us after Barclays was missing from the email. On XX/XX/2022, I resent the email several times. 

I am now receiving emails from Barclays stating that my account is delinquent which is messing up my credit. I need help in finding my payment, taking off late charges and interest fees, and closing this account.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation