Consumer complaint received 2021-07-01
Company: BARCLAYS BANK DELAWARE
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
On XX/XX/XXXX I ( XXXX XXXX XXXX initially called Barclay to inquire about lowering the interest rate on my credit card ( ending in XXXX ) due to making consistent on-time payments and based on their periodic review of my account standing. Per my inquiry, the customer service representative indicated that they ( Barclay ) does perform periodic reviews of my account which includes a review of my credit score as well as a review of my general account standing over time. Further, I inquired as to the last time they pulled my credit report to ascertain my credit score and they indicated they did so quarterly. In accordance with the Fair Credit Reporting Act, I requested my credit report for the last quarterly review they performed and they declined sending me ( XXXX XXXX ) my report per their review ; after having admitted they pull the credit report in order to ascertain the credit score. After requesting a supervisor and repeating the same issue and inquiry results to them, they confirmed that they do, in fact, retrieve my credit report in order to receive the consumers credit score during their periodic review but I noted that I neither received a notice that my credit report was pulled nor was I contacted via letter with the results of said pull. Finally, I requested the results of their last periodic review with the intent of lowering the interest rate on the aforementioned card ( ending in XXXX ) and they noted that my account did not qualify for the lower interest rate or any promotional rates in accordance with their review parameters. 

On XX/XX/XXXX I spoke with Barclay again regarding the interest rate and the periodic reviews of the aforementioned card ( ending in XXXX ). Upon reviewing the signed consumer agreement ( which was signed in XXXX upon opening the account ) it noted that any reviews of consumer reports or credit scores associated with rendering services in accordance with the agreement will abide by the FCRA legislation and any and all associated regulations. After speaking with customer services representatives and supervisors regarding the same complaint for the second time, they noted that my account once again ( per their review ) did not meet the requirements to attain a lower interest rate or any promotional rates. 

I ( XXXX XXXX ) am writing the CFPB in the hopes of shedding light on Barclay 's practice of not sending consumers their credit reports in accordance with FCRA as well as not abiding by their own internal processes and procedures within their consumer lending practices. Additionally, failures in controls and control environments intended to gain assurance over the fact that their current processes and procedures are aligned with federal and local regulations can not be operating effectively. I am requesting intervention in obtaining the reports they pulled. If they can not furnish the reports I am requesting intervention on the basis of fraud, in the sense that they are baiting consumers into signing agreements and promising services they are simply not rendering. I request indemnification in part or in full.

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