Consumer complaint received 2019-10-01
Company: BARCLAYS BANK DELAWARE
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
The issue I'm currently experiencing with my Visa, Wyndam Rewards card. Around the end of XXXX early XX/XX/2019, I called my CC 's 800 number to simply check my balance. 
When I called in I was not offered an option to hear my account balance via the automated system I was sent to a Customer Service Rep. I verified myself and explained to the CSR that I was in a hurry, I just need to get my account balance but was unable to retrieve it through the automated system. To which the agent stated that she would first need to clear up the fraudulent transaction 'flag ' she was getting ; as we started this process she wanted to mail me a new a card, I declined. There was an obvious language barrier ; she stated that she could not complete the action w/out requesting a new card. I let her know I didn't have time to do this, I just wanted my account balance to just leave the charge for now and that I'd call back and deal w/ it later. She would not give me my balance information, to which I became very upset and asked what would happen to my account balance if I were to just cancel the account. She answered my question. She then asked me if I wished to close my account ; I told her no, I believe I was cursing because I was so upset I still didn't have my account balance after all this and disconnected the line. 

I called back on XX/XX/2019 to inquire about my account balance ( as I pay my bills at the end of the month ). Again, I was not offered the automated system and was given to an agent. The first thing I brought up was taking care of the fraud charge and stated that if it was necessary to go ahead and send me a replacement card. The agent was very helpful in getting my account balance but was confused as to why I kept mentioning the mailing the of a new card. After a lot of back and forth and a clear language barrier, the CSR disclosed that my account was closed. To which I informed her that I had never requested for my account to be closed. I requested a Supervisor ; I was put on hold for over 30min. only to be told no Supervisor was available and that it would be taken care of by her supervisor w/in the next 24-48 hours and that they would listen to phone call to confirm. 

Today, XX/XX/2019 I received a letter from Barclays that they apologize but are unable to reopen my account. I then tried calling back and requested to speak to a supervisor about my problem and was left on hold for over and hour and a half ; at which time my cell phone dropped the call. 

I am not only upset that this agency has fraudulently closed my account without my request or permission. Then lie to me and tell me that it will be taken care of as it was their mistake. And then like a coward send me a letter in the mail stating that it's against their procedures to re-open accounts .... Well where in their procedures does it give a CSR the right to just close an account without the cardholders request or approval.

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