Consumer complaint received 2022-02-12
Company: BARCLAYS BANK DELAWARE
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
Based on a misleading promotion and based on a promise made to me by a representative, I am asking for a courtesy removal of the late payments reported to the credit bureaus for XXXX and XX/XX/2021 due to an outstanding balance of {$34.00} at that time which was paid off. 

History/ Background In XX/XX/2021, Barclays had notified me of a new promotion where I could use my earned travel points towards restaurant purchases made in that month. Although I hadnt used the card recently, I took advantage of this promotion and made two purchases during that month. The first one I successfully redeemed with points, but the second one it wouldnt allow me to, even though it was made during the promotion month of XXXX. 

I contacted Barclays about the issue, but they refused to honor the promotion, despite it not being clear that the point redemption had to be in XXXX ; I thought only the transaction had to be in XXXX. This was frustrating, since this promotion is why I made a purchase at a restaurant, especially during challenging COVID times when my travel business was still seriously impacted and I had no income. I closed my account in frustration, and to avoid any further surprises. I also waited to hear back from a manager for a fairer resolution but never did. 

Between the closure of my account and waiting to hear back from a supervisor, the contested balance of {$34.00} was not paid in time. Barclays reported this late payment to the credit bureaus, which came to my attention in XXXX. On XX/XX/XXXX, I called Barclays customer service and spoke with the agent XXXX, employee ID : XXXX. He said there was no flexibility in waiving the balance, only late payment fees & interest which had accrued. Although I was disappointed with the resolution, I offered to pay the remaining balance ( {$34.00} ) with the understanding that Barclays would remove the late payments reported to my credit reports, which he agreed to. I therefore paid the final balance online within the day. 

The late payments continue to show on my credit reports, and its impact has been significant, reducing my credit score by 60 points, which I believe will last 7 years and potentially cost me thousands of dollars on future loans. This seems like a very severe punishment given the circumstances and the small amount in question ( {$34.00} ), and I request that Barclays remove any late payments reported to the credit bureaus this year related to this issue. My phone calls and emails to customer service, the Credit Department, and Executive Office have been unhelpful and largely unresponsive. After many months of persistent follow-ups, they investigated and refused to change anything, without adequately providing me proof of the promotion being fair or of my conversation with the representative. 

Reasons for Removal of Late Payments from Credit Report Here is a summary for why I hope you can accept this request : 1 ) As promised as part of my payment of the final balance The last representative, as described above, indicated that it would be removed if I paid off the balance, which I did. 

2 ) Barclays Promotion which directly led to my purchase had confusing or inaccurate terms As described above, I genuinely believed my Barclays reward points would cover the purchase related to the late payment and was the only reason I made the purchase. Although I eventually paid out of pocket for the purchase, it seems unfair that I would be so severely punished on my credit score for a promotion that I believe Barclays did not promote accurately or at least clearly.

3 ) Financial Hardship My income is directly related to the small business I own in the travel industry, which had been severely impacted by COVID-19. The rewards promotion was the only reason I made the purchase, and even though I eventually paid it, the long term impact on my credit score and ability to secure a mortgage and other loans for the benefit of my young family seems unnecessarily harsh and punitive. 

4 ) Perfect Record for Payments I have never had a late payment with Barclays cards, or any credit cards. This situation was specific to the circumstances described and does not accurately reflect my trustworthiness or my commitment to meeting my credit obligations, which I take seriously. Therefore, removing these late payments that BARCLAYS chose to report would not decrease the integrity or value of the credit reporting system.

Given the circumstances described above, I request that Barclays remove the late payments from the 3 credit bureaus to resolve this ongoing situation in a fair way. 

Thank you.

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