Consumer complaint received 2019-10-01
Company: BARCLAYS BANK DELAWARE
State: MA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Dear CFPB, I am writing to you dispute information that Barclays Bank has reported to the credit bureaus regarding a late payment. In the month of XXXX, 2019, Barclays Bank reported to XXXX, XXXX & XXXX that my payment was 30 days late. I would like you to please review this case. In XXXX of 2019 I was enrolled into XXXX XXXX XXXX account which would close my Barclays Bank account and XXXX would make payments to this account moving forward. XXXX advised me to make the first 2 months payment on my own as it may take up to 8 weeks for them to begin making payments. In XXXX of 2019 I noticed XXXX had not made a payment yet and I knew it was approaching the due date. I called XXXX and they said that payment would be made on time. I called Barclays Bank to inform them that I did not want any late payment to be reflected on my account or on my credit report if the XXXX payment did not go through on time. I would prevent that by making payments on my own from my own checking account. On XX/XX/XXXX I had a 45 minute phone call with Barclays Bank representative named XXXX. I specifically discussed with XXXX, that since I am enrolled in this program, if XXXX fails to make payment on time, I would make my own payment to prevent any late payment from being reporting to the credit bureau. XXXX put me on hold to consult with his supervisor and then came back from hold and stated since you are enrolled in the debt relief management program we will not report late payments to the credit bureau. This was the last 30 seconds of the 45 minute phone call on XX/XX/2019, which I have recorded on my XXXX XXXX XXXX XXXX account, and was also recorded by Barclays Bank. In this statement I was specifically advised by the creditor that if the payment that is to be made by XXXX is not made on time, it would not reflect on my credit report. Since I was advised of this by XXXX I did not make any payment on my own and waited for XXXX to process payment to Barclays Bank. Weeks later, I was notified that the XXXX payment had not been processed on time and Barclays Bank did report a late payment to the credit bureaus, resulting in my first-time-ever late payment and significantly dropping my credit scores. I had immediately called Barclays Bank bank several times and discussed this entire situation, asking Barclays Bank representatives to look into this and remove the late payment reporting and honor what their colleague from Barclays Bank told me. I placed 7 phone calls to Barclays Bank. One representative did look into the recorded phone calls and confirmed with me that she located and listened to this conversation with XXXX on XX/XX/XXXX, where XXXX stated that this would not be reported to the credit bureaus, and she said she would submit this to a manager who would call me back. I never received a call back, and nobody from Barclays Bank has been able to help me rectify this. I filed a complaint with the creditor, and filed this information to XXXX, XXXX and XXXX, and still they are showing 30 days late on this account in XX/XX/2019. It has been over 45 days since I reported all of this. I am asking you to please honor what I was told, and please help remove that late payment reporting from XXXX of 2019 as I am an honest individual who has ALWAYS made every payment due on time for every account I have ever had throughout the history of my entire life. It should not be reflected on my account if I was misinformed by the creditor. I did exactly what I was told to do, and could have prevented this if the creditor had given me accurate information. Please understand that I was led to believe that a late payment by XXXX would not be reported on my credit account, otherwise I would have made the payment myself. I am perfectly capable of making payments myself on time. Moving forward I will not take any chances waiting for XXXX to make payments, and I will post payments myself. I am asking you to please understand my situation and please see my credit payment history, Barclays Bank acceptance letter of enrollment into XXXX XXXX XXXX account, as well as the above referenced phone call. I can provide any further information necessary and I can be reached by email or phone call : XXXX XXXX XXXX ( XXXX ) XXXX Thank you for taking the time to help me rectify the reporting on my credit account. 

Appreciatively Yours, XXXX XXXX

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