Consumer complaint received 2018-07-31
Company: BARCLAYS BANK DELAWARE
State: KS
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with the payoff process at the end of the loan

Complaint:
On XX/XX/XXXX, I paid off my Barclaycard Loan in the amount of {XXXX}. On XX/XX/XXXX I received an email that the next payment was pending, but since I had literally just paid it off 48 hours before, I assumed things would catch up. 

On Monday, XX/XX/XXXX, the next payment of {XXXX} was debited from our family checking account. Within minutes of it being debited, I received a " paid in full and account closed '' email from Barclay card. I called them immediately, and they told me it was a " glitch '' in their system and that they weren't sure why it happened. They said they would issue a refund, and despite my request for them to issue it electronically, they said they were unable to, that they had to issue a paper check and I would have it within two weeks. ( I found it odd they were unable to issue an electronic refund when the loan proceeds were deposited to our joint checking account electronically and the payment was withdrawn electronically ... ) Since the XXXX of XXXX holiday affected mail, my wife called on XX/XX/XXXX. 

On XX/XX/XXXX she spoke with a representative who said a refund had never been initiated. She asked to speak with a supervisor and spoke with XXXX, who said he would escalate it and see if he could get the funds wired back to us. As this loan was obtained when we were in the middle of a move, he needed to update our address. We had the email updating our address within a few minutes after the call. He said he would call us back by Wednesday, XX/XX/XXXX, and that they were there till midnight so to call him if we did not hear from him. 


We called XXXX on Wednesday, XX/XX/XXXX at XXXX XXXX. to find the lines were closed ( a  recording says their office hours are until XXXX XXXX. ) and we were unable to get through to anyone. 

Thursday, XX/XX/XXXX my wife called XXXX and they were unable to locate XXXX and said he was in a meeting. She tried again several hours later and again they were unable to locate XXXX. That evening she received a voicemail on her phone from someone named XXXX ( is what it sounds like ) saying THEY had escalated the complaint and that it would be ANOTHER 48 hours before they were able to process the refund. 

On Friday, XX/XX/XXXX my wife again called the XXXX number and again was unable to reach a supervisor, but the rep she spoke with said they were unable to wire the funds back into the account. She asked for a call back within a specific timeframe and did not receive one. 


On Monday, XX/XX/XXXX my wife again called the XXXX number and was told that she wasn't on the loan and no one should have been speaking with her ( despite the fact they'd been doing so all week and even left a message on her voicemail ), but that a refund check had been processed and should arrive within 7-10 business days. They said it would arrive in a plain, white envelope. They said if we did not hear back from them by XX/XX/XXXX to call again. 


On Monday, XX/XX/XXXX I called the XXXX number and spoke with rep XXXX who then transferred me to supervisor XXXX. XXXX informed me that the refund had been issued to our checking account on XX/XX/XXXX. We logged into our account where there has not been any deposits from them to date. We offered to send them a screenshot or our statement proving we had not received the funds. She is supposed to personally walk down to the department tomorrow, XX/XX/2018, and investigate, but reiterated our options were to continue to wait for the check ( which could be an additional two weeks - taking our total to eight weeks without these monies ) or escalate which may happen faster. 


My concerns are several : 1. They withdrew money after receiving the payoff and have held it for more than 6 weeks. ( We were paying them 17.99 % interest. ) 2. They violated my privacy and spoke with my wife who was not on the account on more than one occasion. ( We can forward you a voicemail they left on my wife 's phone. ) 3. They have repeatedly failed to refund the monies owed to us despite numerous contacts that we have had initiated. As a XXXX ( and my wife busy parenting our XXXX children plus XXXX foster kids ), this has taken an INORDINATE amount of 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