Consumer complaint received 2022-11-14
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:
I opened a JetBlue Plus Card in XX/XX/XXXX. My JetBlue Card is managed through Barclaycard ( Barclays Bank Delaware, XXXX XXXX XXXX, XXXXXXXX XXXX XXXX, Member FDIC ). When I opened the credit card account, I added my XXXX XXXX XXXX ( Routing Number : XXXX ) bank account as a payment method. I have a Checking Account and a Savings Account with XXXX XXXX XXXX, both of which are associated with the same bank account number. 

When setting up a bank account through the Barclaycard online system, users are ostensibly given the option to select an account type as either " Savings '' or " Checking '' ( see " Barclaycard Bank Account Editing Page.pdf '' ). Nowhere on the account creation or editing pages ( or anywhere else on Barclaycard online system ) is there an explanation of the purpose of this dropdown menu. I assumed, as I suspect many other consumers would also assume, that this dropdown would allow me to select the bank account ( i.e., " Savings '' v. " Checking '' ) associated with the bank account number I provided that I wanted to use for payments. This seemed like a logical assumption given that many consumer bank accounts have checking and savings accounts that share the same bank account number. I did not consider at the time that this dropdown would serve no functional purpose and that Barclaycard would automatically withdraw payments from an account that I had not specified. 

For the above reasons, I have often transferred money from my XXXX XXXX XXXX checking account to my savings account to ensure I would have sufficient funds to cover the payments made to JetBlue Card. However, Barclaycard has withdrawn from my checking account instead, regardless of the designation I provided in their online system. On two occasions, the transfers that I made to my savings account left my checking account with insufficient funds to cover a payment, as detailed in the file titled " XXXX Account XXXX.XXXX  XXXX 

On XX/XX/XXXX, I transferred {$2000.00} from my XXXX XXXX XXXX checking account to my XXXX XXXX XXXX savings account to cover a {$2000.00} payment to my JetBlue Card. Even though I had designated the payment to be withdrawn from my savings account, Barclaycard withdrew the funds from my checking account on XX/XX/XXXX, forcing my bank to automatically transfer {$1900.00} from my savings account ( on XX/XX/XXXX ) back to my checking account to cover the withdrawal. I was charged a {$5.00} withdrawal fee on XX/XX/XXXX, because of the automatic transfer. 

On XX/XX/XXXX, I transferred {$2000.00} from my XXXX XXXX XXXX checking account to my XXXX XXXX XXXX savings account to cover a {$1900.00} payment to my JetBlue Card. Again, even though I had designated the payment to be withdrawn from my savings account, Barclaycard withdrew the funds from my checking account on XX/XX/XXXX, forcing my bank to automatically transfer {$1100.00} from my savings account ( on XX/XX/XXXX ) back to my checking account to cover the withdrawal. For a second time, I was charged a {$5.00} withdrawal fee on XX/XX/XXXX, because of the automatic transfer. 

I contacted Barclaycard about the fees that were charged by my bank ( see " JetBlue Card XXXX XXXX XXXX' ), which appeared to have been incurred because of an error in Barclaycard 's online system. I explained the situation 6 times, before finally receiving an answer that addressed my core question. On XX/XX/XXXX, Barclaycard customer service informed me of the following : " The system does not have a way to differentiate between multiple accounts under one account number. The account type is not requested for the purpose of drafting from two different accounts under one account number, but for reference. When a payment is submitted, we submit the request to your bank and funds are paid. Please contact your bank regarding this matter, we are sorry for any inconvenience this has caused. '' It is my opinion that Barclaycard 's customer service on this matter has been completely inadequate and has not addressed my core concern. There remains no explanation on their website to make it clear that their online system can not differentiate between multiple accounts under one account number, which is common for customers with private bank accounts. It is my opinion that Barclaycard is responsible for these errors and should provide financial restitution to compensate me for the {$10.00} in fees that were incurred because of their misleading online form for entering bank information. Additionally, I suspect that this issue has also caused other JetBlue Card holders to be incurred unnecessary fees at no fault of their own.

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