Consumer complaint received 2017-12-04
Company: BARCLAYS BANK DELAWARE
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Advertising
Sub-issue: Changes in terms from what was offered or advertised

Complaint:
About three months ago, I signed up for an XXXX XXXX XXXX XXXX XXXX issued through Barclays Bank. 

I received the card and started using it, then asked to have my wife issued a card as well. We both used the card and I attempted to set up online access to my account. 

I had problems with setting up online access. Basically, when I got to the " Select Security Questions '' it will not allow me to enter any of the 5 security questions. I tried three different browsers, two different computers, an XXXX, and my XXXX Phone. 

On XXXX XXXX XXXX I called Barclays and was referred to a web specialist ( XXXX ) who was in the XXXX. He was difficult to understand, but we got through the call and he had me reset cache, etc., to no avail. The ticket # is documented ( XXXX ). I asked him to have a manager call me back. I received no call back. 

On XXXX XXXX XXXX, after trying to set up online access again unsuccessfully, I called again and talked to XXXX, a manager who also tried to assist me, but could not. She then talked to the IT department, came back on line and told me it was a system wide problem. She gave me a ticket number which is also documented ( XXXX ). She told me to try again in a week or so. I had to arrange to have my statement emailed to me and they took payment over the phone. 

On XXXX XXXX XXXX, after trying again to set up online access, I called again and talked to XXXX. She seemed unaware of the problem, but then told me later after coming back on the phone that it was being worked. I asked for a manager to call me and never received a call back. 

I tried three times over the month to set up an online account to no avail ( same problem with not being able to get past the Set up Security Questions Screen. 

On XXXX XXXX XXXX, after trying again, I called and talked to XXXX. She was somewhat aware of the problem, but then had to go off line and find out what was going on. She came back on line and told me she had talked to IT and that the problem would be rectified on XXXX XXXX. I told her to put in my record that we would NOT be using the cards until this was rectified. 

Today, on XXXX XXXX, I tried again. I experienced the exact same issue. I called and talked to XXXX. She referred me to XXXX, a manager who was aware of the issue, but after doing some checking, he came back and notified me that the IT department now has selected a XXXX XXXX date for " resolution. '' I clearly told XXXX that the cards would not be used and that I was going to exercise my right to file a complaint with the CFPB. He then said, okay, let me get you to the next line of specialists. I was placed on hold for 20 minutes. A manager named XXXX came on an said that the issue was not resolved and they were working it. He looked at recent communications from the IT department and nothing was new. He then put me on hold and said he was going to check with one of his " Facilitators. '' I was on this last call for 55 minutes and had an appointment to attend to, so could not hold on any longer. XXXX did come back on the line and said he was still checking, could I hold. I told him I could not, but for him to call me back. He said ( like all others at Barclay ) that they can not make outbound calls, but did give me a number directly to his department.

Identity fraud, data breaches and stolen cards are a major issue. The Barclays CEO and his staff should have this as a top priority. I am not sure he/she is aware of this issue. Perhaps the IT department is isolating this issue from being forwarded up the chain to save their own department personnel. I say this because of the seven or eight people who have tried to help, they were not aware of the severity of the issue.

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