Consumer complaint received 2023-02-28
Company: BARCLAYS BANK DELAWARE
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
On XXXX XXXX I applied online for an American Airlines Advantage Aviator Red World Elite Mastercard issued by Barclays and provided all requested information. Approval odd were excellent, and I had several preapproval offers options from multiple other cards issuers to include other AAdvantage card. I have excellent credit and no issue obtaining credit elsewhere. I received a letter on XXXX XXXX from Barclay stating they need a Driver License/State/Gov ID, Social Security Card, current utility bill and bank statement to verify my address and had 30 days from date of letter ( XXXX XXXX ) to provide. The form letter had no phone number, no email address, no contact name, just a po box address to mail documents. This should have been my first flag, it just didn't feel right ; I attempted to call the customer service number on the website, but its a series of prompts that will not take you to a live person. I called the number for application status, that initially told me to reference a " my status app link ''. I called back and got a live person who would not help me unless I submitted another credit application. I explained that I already have one, and she stated the system does not allow them to see applications already in process and that I can process a new one over the phone... why would I do that and take another credit hit. I tried two other numbers and finally got a live person when I called the fraud office. I spoke to them in detail about my concerns and was given a fax number to use and list of acceptable documents to verify identity and address. I faxed over clear & legible documents along with my contact info to confirm receipt. I called back a couple of days later and they still could not provide an update or confirm receipt. I was directed to XXXX the package which Barclays received on XXXX XXXX As the fraud rep directed, the package included the original letter, a letter asking them to contact me upon receipt, a copy of my military ID, copy of Passport, a Property Tax Statement, a water Bill XXXX and a XXXX XXXX  statement. ( Note : I did not have to provide this much information when I bought a house or car last year ). They did not follow up or contact me as requested, so I called them on XXXX XXXX, was bounced from person to person until I reach the security department, who then proceeded to tell me application was still on hold and they need more information and I now need to provide a a front and back copy of my social security card and current IRS 1040 document to further prove my identity as my military ID did not have my date on birth. I told them that should not matter as the DOB was on the passport which is legal proof of identity under the Real ID act. I was then connected to another representative, where I had to explain everything again. They assured me documents were for identity and not proof of employer or income. I explained that this was a lot of PII data that they are collecting, especially when documents already provided 100 % match info on credit report. I also wanted to know how PII was being protected under this process, Barclays answer was we will shred it when final decision is made or 6 months whichever comes first. I asked them to send me a letter stating why they needed more information as a SSN card is not considered legal proof of identity, and off course they refused to provided. I asked why a notice was not already sent as they had my identity documents for two week already, rep stated they only send one letter per applicant ( either a denial or request for information ) and had I not called back in, they would have just timed out my application & denied me with no further contact. Rep then proceeded to tell me they require this information from all applicants and it was standard business practice for identity verification. I immediately googled and no where could I find that this was a standard practice, to the contrary another Barclays site listed the same documents already provided as acceptable. Reached out to a few friends who have this card, and they were never asked for this information. I asked Barclay rep was there something in my profile triggering this, I would like to know so I can fix it and not have to go through this with another creditor. I was told they don't have to provide me with that information and that they can just deny the application if I wont provide them with a front and back copy of SSN card and/or 1040. ( note : the back of the card says protect card, prevent misuse, keep it in a safe place and never carry it with you ). If I had not found the Barclay 's number myself, I would swear this whole process was a fishing scam ; since when is a passport not considered ID, Military ID stop having DOB on them 15 years ago, a 1040 is not proof of identity as any one with XXXX XXXX can doctor a 1040. There is no legal requirement to even provide a social security number on the application, so how can they base approval or denial on not providing the actual SSN card. I asked why I could not use the identity verification app like other CC companies ( website says they have one ) I was told that was for current customer only despite the fact website clearly states for New Barclay Consumer wishing to apply for services. I was given yet another po box to mail updated document. I believe I am being profiled based on demographic information on the report ( military status, residential addresses, etc. ) as they wont disclose why I am being flagged. It almost seem like they are trying to make process difficult so I will give up which will give them justification to deny me. I have a 750+ credit score, 15 years of positive trade line, card utilization under 19 %, no late payments, great debt to income ratio, two inquires, no collections, so what's the issue. I have a high level government clearance and know the risk associated with collecting this much PII from one person ; If I had not called in, that paperwork would sit 6 month prior to being destroyed, who does paper anything in this day an age, and everything they are asking for now can be " dummied up '' by a 13 year old. There was no option to elevate my issue or appeal the decision, either send the documents requested or don't. Again, the fact that I provided valid and recent identity documents as listed on the website/letter that did not clear the flag, coupled with the fact that they will not disclose what generated the flag over the phone or in writing leads me to believe there is a unfair process at play that needs to be investigated and corrected or organization sanctioned for its perceived profiling practices. I would have preferred an upfront denial over this current practice which puts my identity more at risk than issuing the credit card would have. If this " identity validation practice '' is part of the screen out process for certain " flagged group of consumers '' I would advise military, divorced women, minorities, and anyone choosing to live in an " up and coming or investment neighbor '' to proceed with caution, you may be wasting your time and end up with a credit inquiry and no card. I now have to go put a lock on my credit just in case my data get comprised internal to Barclays.

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