Consumer complaint received 2020-10-20
Company: BARCLAYS BANK DELAWARE
State: WA
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:
On XX/XX/2020 I made a payment using my banks bill pay but I made it to the wrong account. I made it to Barclays Bank ( my XXXX credit card ) instead of XXXX XXXX  ( for my house payment ). It was in the amount of {$2400.00}. I noticed the error a couple of days later and called Barclays bank and the gentleman I talked to said that they could reverse the payment back to my checking account with XXXX  XXXX XXXX. He said it would take 7-10 business days. So when nothing had happened 2 weeks later I called them back and the gentleman I talked to then said " oh, no we can't do that. '' So I called XXXX XXXX  XXXX to see what they could do and they said that Barclays would have to issue the refund. I made several calls to Barclays bank and just kept getting the run around. When I would ask to speak to a supervisor I would get put on hold for an extended period and sometimes get hung up on or the supervisor wouldn't be of any help. After I don't know how many calls I was told that I would have to have a conference call with Barclays bank, XXXX  XXXX XXXX and me to solve the problem. On XX/XX/2020 I had that call with XXXX XXXX, Payment Processing Center at XXXX  XXXX XXXX, and XXXX in the Settlement Depart. at Barclays Bank. XXXX said that they would refund the payment within 7-10 days ( see attached letter ). On XX/XX/2020 I received a call from XXXX and she let a message on my phone asking me to call her or Barclays Bank. I tried to call her on the number that she call from and the message said " sorry we can't speak with you, we will call you back '' but there was no way to leave a message. So I called Barclays Bank and they couldn't connect me to XXXX but said that the records said the the payment stood and they couldn't refund it. A few days later we received a letter from Barclays Bank dated XX/XX/2020 ( see attached ) saying that our payment inquiry has been resolved and we will see an adjustment on our next statement. When I didn't see an adjustment we called Barclays Bank back on XX/XX/2020 to find out why. They couldn't tell me. I called XXXX XXXX XXXX to see in they could call them and get the answer so we had another conference call with them. XXXX from XXXX  XXXX XXXX was on the line and we first talked a gal whose name we couldn't understand and she just told us what the report said so we asked for her supervisor who was XXXX and he said the same thing - couldn't give us a reason that they couldn't refund it so we asked for his supervisor who was XXXX and she finally just said that it had been too long and that I didn't have enough credit left on my card to cover the refund. I told him that if they had done this months ago I did have enough credit. Today if they would do it it would only put me over my limit by {$600.00}. Because of our financial situation XXXX  XXXX XXXX twice advanced us the {$2400.00} so we could make our house payment. Now we owe XXXX XXXX XXXX {$2400.00} and we don't have it and we were told it would be credited to our account by Barclays Bank and now they are going back on their word.

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