Consumer complaint received 2021-09-06
Company: BARCLAYS BANK DELAWARE
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
My complaint is regarding a recent system update that went wrong at Barclay Card and the strong inconvenience and embarrassment this had. Most importantly, it left my son stranded at college without the ability to get groceries ( which is even more frustrating and concerning, as the card is a rewards card, where the rewards are used to save money for college ). My intent is to alert the CFPB to a Know Your Customer issue and a potential Unfair Deception Act or Practice ( UDAAP ) issue that Barclays is having. 

My card and my husband 's card was declined multiple times ( 5x ). We thought this odd since we pay our balance in full each month. I called Barclay 's on XXXX and was told that 1 ) the card was blocked because of a XXXX  verification that was needed and 2 ) Barclays had sent me multiple requests to validate information but as a result of me not responding the card was blocked until I could verify the information. For the first item, I provided the verification information during the XXXX call ( I've been a customer since XXXX  and nothing has changed at all with my information ). The representative told me to call back the XXXX department on Monday ( as they are closed on weekends ) to make sure that the verification went through, as it could take 7 - 10 days to process. Regarding the multiple letters, I expressed that I had not received any letters asking for my information. The agent could not identify any letters that were previously sent. 

On Monday, XXXX I checked my email and saw that Barclays did send one email on XXXX referencing previously sent verification requests ( of which I received none through the mail or email ) and that they were blocking my account. That email contained a link to verify my information. When I clicked on the link, it took me to my online account ( which is not showing that my card is blocked ). There were no messages on line or link to update my information. Nonetheless, I went into my profile, clicked edit, did not change anything ( as it was accurate ), and clicked submit. 

I also called the XXXX department on Monday. After being on hold for 1 hour and 10 minutes, I hung up and called customer service. I spoke to an agent named XXXX who told me 1 ) my account was not restricted / blocked, 2 ) I still could not use the card because there is a XXXX system update that went wrong and customers can't use their card, 3 ) multiple customers are impacted, 4 ) she had no timeframe on when this would be fixed, 5 ) there is no way for me to tell when the account is unblocked except to try it at a merchant to see if it is declined. 

It's important to also note that, given that the card 's purpose is a XXXX savings reward card, this is the card I provided to my son who is at college to purchase groceries, etc. Not only is Barclays having a problem with their XXXX  system, I feel that blocking the usage of my account for an extended, undefined timeframe for something that I didn't receive sufficient notice about, raises to the level of a UDAAP concern. As a customer, I have a reasonable expectation that I can utilize this card as long as I abide by my customer agreement ( e.g., pay the balance ). 

Thank you for your consideration.

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 monetary relief