Consumer complaint received 2021-04-06
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
I was laid off from my job due to COVID in XXXX of XXXX and have only just gained employment to begin XX/XX/XXXX. I kept all my bills paid but was struggling. Barclays offered a program to delay payments for 3 months ; as long as you are current on payments a current status will continue to be reported. I made a payment and first applied in XX/XX/XXXX. One odd thing to note was they did not provide a confirmation you were enrolled. I remember feeling frustrated, but I was grateful for the relief. On XX/XX/XXXX I was checking my accounts and noticed I have a late fee for my XXXX payment. 

I contacted them and they said they don't have me in the program nor could they find a record of speaking with me. This was very frustrating. I was trying to do what I should to keep my credit in a positive standing and communicating with them openly. I was told I had to be current to be enrolled so I make my payment for XXXX, ask for the late fee to be removed ( couldn't be since it won't show up on the next statement? Seemed fishy ) I'm enrolled once more. I have to listen to the long script again. Again, no confirmation email. 

XX/XX/XXXX the exact same thing happened again. I submitted a complaint through their site demanding a manager reach out to me to resolve the matter. On XX/XX/XXXX I am once more enrolled in the program. I told them I had zero faith that it actually went through, but I found was still reporting current in XXXX, XXXX, and XXXX. 

I received an email on XX/XX/XXXX that my relief had ended and my payment was due on XX/XX/XXXX. Great, not a problem. 

XX/XX/XXXX I received another email to call about options and suggesting I use a tax return to get back on track. XX/XX/XXXX another email saying the same. Another email on XX/XX/XXXX repeating the information. Then they began calling around 4-5 times a day. 

Today, XX/XX/XXXX, I answered the call and the man on the other line from Barclays said my relief had ended on XX/XX/XXXX and I was past due and was trying to get a payment. I explained that I understood that based on the email and my payment wasn't due until the XXXX. I hadn't pulled up the email to confirm yet, but he insisted I needed to make a payment. Feeling very frustrated over being harassed, I retrieved the email to read word-for-word what it said and that in plain black and white he was indeed harassing me. I kept my records and knew that they were within the number of times they could call me. However, they should not do this until after the due date. He asked for payment and I told him would pay through the application prior to the XXXX. He asked how much I'd be paying. I told him I'd pay at least the minimum and would be paying it off as soon as possible. The balance only remains because I was laid off due to COVID. I requested they no longer contact me by phone in the future. 

Now in the past, I had excellent payment history and only had issues when they failed to enroll me in the program THEY advertised MULTIPLE times. Their treatment and handling of this situation is wrong and is harassment. Barclays has taken a situation that could have earned them accolades in their approach, but instead have made an incredibly stressful time in my life even more so. 

I've attached screenshots of the email and my account showing that I don't have a payment due until XX/XX/XXXX and my showing the balance is not at such a level that would warrant this aggressive approach. I would pay completely in full if that was an option, but obviously, my income was disrupted. I have had XXXX income during this time.

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