Consumer complaint received 2020-05-05
Company: BARCLAYS BANK DELAWARE
State: TX
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:
Updated complaint, prior complaint is XXXX I received the response from Barclay bank, from XXXX XXXX, on XX/XX/XXXX. In the response to my complaint there is a statement made that is incorrect. 

The part of his response was : " On XX/XX/2020, you spoke to one of our representatives who remediated by enrolling your account and scheduled your first payment for {$380.00}, which posted on XX/XX/2020. Also, the representative advised you that once you made your last payment, a settlement completion letter would be sent to you. During that call, the representative read the disclosure, and stated you had the second payment for XX/XX/2020, for {$380.00}, which would complete your settlement. The representative asked if you wanted to schedule the second payment ; but, since you wanted to use a debit card, we advised you that we wouldnt be able too, as it would be applied immediately. The representative advised you there was no second payment scheduled to be debited from your checking account. Also, in your complaint, you stated that you specifically asked that you would not need to call back to make the second payment, unfortunately, we are unable to substantiate your claim. '' I checked the bank that the payment was taken from, and it was NOT taken by card. But rather it was taken as a direct debit, meaning I gave them my account and routing number over the phone when I spoke to the agent. This was the piece of the response that was supposed to address why my payment was potentially mishandled, but in that response there is false information. I did NOT pay by card. I asked if I could pay by card, but when she told me that I could only schedule the one payment by card I then asked to have it a direct debit from my checking account. 

I'm unsure why I still haven't been provided a transcript or recording of the phone call, because as I've dealt with before, I am again not getting a straightforward answer. 

This was regarding a settlement that is now allegedly invalid, which I believe is due to Barclay mishandling the payment. They mishandled the payment the first time I spoke with them, so I don't think it is unreasonable to like proof that they handled my second call to set up payments. I again am requesting a transcript or audio file of the two phone calls, and will not pay anything other than the previous settlement, that I believe is still valid due to their mishandling of my payment. 

I tried to contact XXXX XXXX on XX/XX/20 and today XX/XX/20, but his line goes directly to voicemail. I am NOT content with a pause to payments being the resolution offered, especially since there was false information in the response. I would like for my issue to actually be addressed this time, as I believe the response contained false information, causing me to doubt the validity of the whole response. Again, this could easily be settled by allowing I, the consumer, to be able to hear the recording to substantiate the claims that you are making. 

I sent a certified letter to the dispute department of Barclay bank as well, and I am still waiting to hear back from that. From the certified mail delivery, they took delivery of my dispute letter today, XX/XX/20 at XXXX 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