Consumer complaint received 2018-08-13
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
We have timeshares with XXXX XXXX XXXX. We pay our maintenance fees using one of their sponsored credit cards from Barclay Bank on a monthly basis. The card is called XXXX XXXX XXXX XXXX Card. 

Our maintenance fees are charged from XXXX XXXX XXXX to the Barclay credit card. As of today, XX/XX/XXXX, we went to verify the XXXX XXXX XXXX XXXX Card   Statement for XX/XX/XXXX to make sure the auto payment from our XXXX XXXX XXXX account to Barclay-XXXX  was correct. It wasn't, it incorrectly asked for two months charges on one billing cycle. 

We called Barclay US and talked to an agent in the XXXX, who told us the charge was correct because of the billing cycle, that doesn't correct the problem because we will end up paying double or a month in advance of the real billing month. 

For example, we were billed in XXXX for our XXXX maintenance fees, with payment due date XX/XX/XXXX. That was paid on XX/XX/XXXX through the XXXX Online Bill Pay program and on XX/XX/XXXX we were charged for our XXXX maintenance fees, by the Barclay XXXX XXXX Credit Card, due on XX/XX/XXXX. 

The Barclay XXXX XXXX Credit Card Statement for XX/XX/XXXX, shows the previous months balance ( XXXX ), the payment received on XX/XX/XXXX ( XXXX fees ), and the new charge for XXXX maintenance fees, due on XX/XX/XXXX. Statement is correct. 

We paid the Barclay-XXXX XX/XX/XXXX bill, through XXXX  XXXX XXXX XXXX XXXX with eBills coming from Barclay. Our records indicate that eBill for Barclay's-XXXX XXXX XXXX Credit Card , due on XX/XX/XXXX, was paid on XX/XX/XXXX. 

The Barclay XXXX XXXX Credit Card Statement for XX/XX/XXXX, shows the the previous months balance ( XXXX ), the payment received on XX/XX/XXXX, but now our charges are doubled, due on XX/XX/XXXX. 

We do not desire to pay double or pay in advance. We pay our credit cards monthly balances in full so we don't pay interest fees or penalties. If we don't pay what Barclay is asking for this month ( XX/XX/XXXX, due XX/XX/XXXX ), Barclay will be able to charge us interest charges at over 20 % on the next billing. That is stealing. STEALING. 

Barclay contends that the charge is not doubled or advanced payment and refuses to correct or adjust the billing. Their agents put us off several times and told us they would not help us but would have somebody call us in the next 24-48 hours. But we have paid all of our bills correctly and on time. So, why should we be sitting here getting punished for something we haven't done wrongly on. 

Further they state that billings coming from XXXX are coming two in the same billing cycle which is causing this to happen. We contacted XXXX Financial Services to inquire if they were double charging us. That is not correct, our payments are on time and accurate. XXXX does not know what is causing this double payment. They told us our balance is XXXX for the month of XXXX, meaning we will be billed in XXXX, for XXXX 's maintenance fees, on the XXXX of the month. 

We checked XXXX for payments on this account and verified that all the bills on this account have been made on time and accurately. We can not understand why agents with Barclays can disregard our understanding of a doubled figure for the monthly billing when they should have records of this also. 

Additionally, we have two other credit cards with Barclay, both are promos being used to buy XXXX Products. Both the other two credit cards are on a minimum payment schedule in order to pay off the XXXX products within a time frame to avoid interest fees. We have placed both on auto-pay with XXXX also and receive eBills from Barclay-XXXX. These two cards are paid monthly based on their balance, paying more than the minimum required to avoid interest fees. Both are handled on time and accurately by XXXX Bill Pay program. 

We are asking that Barclay 's and XXXX come clean in their way that they have handled this. We are not cheats and desire to pay our bills on time and accurately but it is bothersome for big institutions such as Barclay 's and XXXX to look to scrape us for extra monies when we live on a fixed income. Barclay 's agents were not willing to go over all our documentation and find an error, one agent hustled over their data and would not be questioned on what was happening. 

We have been cheated since XXXX by XXXX and Barclay 's Bank only helps them to cheat more. Our payments are on time and accurate. Barclay 's needs to show us the documentation that we haven't paid accurately and on time. Why do we have to pay double for XXXX, XXXX, maintenance fees, due XX/XX/XXXX.

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