Consumer complaint received 2019-11-18
Company: BARCLAYS BANK DELAWARE
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: You never received your bill or did not know a payment was due

Complaint:
-Started with XXXX  XXXX XXXX US Airways card approximately XXXX - never missed a payment -Card portfolio was sold to Barclays bank as usairways card - approximately XXXX -US Airways bought XXXX XXXX in XXXX and transitioned cardholders to XXXX XXXX  XXXX mastercard on approximately XX/XX/XXXX -I simultaneously moved to a new address on XX/XX/XXXX -Card was debiting my account automatically but then stopped without notice in XXXX of XXXX XXXXIn XXXX of XXXX, card was charged off without a call or notification -When I talked with the customer service department and tried to pay off the card, I was refused and hung up on repeatedly but I did determine that during the data migration to the new card, Barclays had captured an address that was approximately 16 years old, an email address that had not been used for 10 years and a phone number that was completely outdated and no longer in use -I repeatedly called back at least six times over the next year and was hung up on by servicing employees -Barclays never attempted to collect the debt, file a lien or attempt anything to recover the loss they created by their actions which is highly suspicious and unusual -They have incorrectly and I believe illegally placed a charge off on my credit record, refuse to accept payment and will not respond to any inquiry -The only thing they have done is to send my wife, who is/was not an obligor but an authorized user, a record of the bills -I  retained an attorney in XXXX of this year to attempt to remedy the situation Here is a timeline of their interactions with Barclays servicing department : XX/XX/XXXX : sent letter to Barclays Bank Delaware legal department at XXXX XXXX XXXX XXXX, XXXX , DE XXXX with a signed authorization to communicate on your behalf XX/XX/XXXX : sent a follow up letter to legal department asking for a response, included copy of XX/XX/XXXX letter showing no response and same signed authorization XX/XX/XXXX : Called ( XXXX ) XXXX at XXXX XXXX, transferred to a " relationship manager '' at XXXX XXXX, told to fax letter to Attn : Correspondence Team at fax # ( XXXX ) XXXX with authorization to communicate included XX/XX/XXXX : Faxed letter, included copies of XX/XX/XXXX and XX/XX/XXXX letter and authorization, requested response as soon as possible XX/XX/XXXX : Called Barclays at ( XXXX ) XXXX at XXXX XXXX, spoke to XXXX who said she needed to connect me to a different department . A person named XXXX from the Barclays security department said she needed me to call back with a full SSN, full Barclays card number or phone number associated with the account in order to pull up Mr. in the system. Gave me their security department line # ( XXXX ) XXXX, ask for XXXX. ( This was due to a misinterpretation of his birth date on the authorization that was faxed to them, they thought the seven looked like a three for the month of his birth ). 

XX/XX/XXXX : Called Barclays at XXXX XXXX ( XXXX ) XXXX with correct birth date. Spoke to a person named XXXX. He asked me what I needed at XXXX XXXX   and said " do you just need the balance? '' and then the line became disconnected. 

XX/XX/XXXX : Called Barclays back at XXXX XXXX Spoke to XXXX or XXXX ( female ), they located an XXXX XXXX XXXX Mastercard in their system and said the balance was {$43000.00}. Said no payments have been made on it so they could not send us a payment history. I requested they fax a statement to us showing the amount owed and gave them our firm 's fax number ( XXXX ) XXXX, she confirmed the number with me over the phone. She said the card was opened XX/XX/XXXX and was activated in XXXX. She was about to fax me a statement showing the amount when she said she had to transfer me to her supervisor. Then, she transferred me to XXXX XXXX XXXX which is a collections agency without telling me that's what she's doing. The guy I spoke with at XXXX XXXX XXXX stated that their firm does not handle Mr. 's account anymore. He said they were instructed to close it in XX/XX/XXXX on their end and send it back to Barclays for collection. I told him I was just on the phone with Barclays and they sent me to XXXX XXXX XXXX. He said yes, that's not unusual and to try Barclays again. He gave me a different phone number to try ( XXXX ) XXXX and said to push a specific number to get out of their automated menu. 

XX/XX/XXXX : Called the number I received from XXXX XXXX XXXX to bypass the Barclays automated system ( XXXX ) XXXX. That number takes you to the military customer department and then keeps you on hold forever and disconnects. 



XXXX, XXXX XXXX ext. XXXX | XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, SC XXXX http : //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