Consumer complaint received 2020-02-26
Company: BARCLAYS BANK DELAWARE
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have an XXXX XXXX credit card account with Barclay 's Bank. This is a rarely used account. The balance has always been paid in full each month. 

In XX/XX/XXXX, the bank lost my street address. It is unclear how this happened. I did not move, have my mail returned to sender, or participate in this error in any way. In XXXX my address was correct on my Barclay 's statement. On the XXXX statement ( which I have only recently seen online, as it was never mailed to me ), my address included my name, my city, state, and zip code, but no street name or street number. A customer service representative has confirmed that when my XXXX statement was sent out, it was returned to Barclays. This error was never corrected by Barclays. It appears never even to have been looked into, as I was never contacted by phone about the returned statement, despite having my phone number on file with the bank. At the time, I had a balance of {$62.00} because I had recently travelled and charged baggage fees to the XXXX XXXX card. Because I was never notified of the balance, it was never paid. I was never contacted about this. No phone call was ever made, nor was any mail sent to my address concerning my failure to pay my bill. Given that I was not using the card, I did not realize this problem until XX/XX/XXXX, and by that time three months of delinquencies had been reported to the credit rating agencies. 

Upon finding out about the unpaid balance and delinquencies, I immediately called the bank ( on XX/XX/XXXX ), where a customer service representative ( XXXX, ID : XXXX ) and I went through the statements and figured out that my address had been lost and when the loss occurred. She credited me back all late fees, interest, and penalties and gave me an address to contact to correct the credit reporting. I mailed that address a letter explaining the above story, as well as a copy of my statement from XXXX ( which had my correct street address ), and the ones from XXXX onward ( which did not ). I requested that they remove the three months of delinquencies from my record with the consumer reporting agencies. 

Additionally I closed the account and have since paid the balance in full. 

I received a reply dated XX/XX/XXXX explaining that correcting my record with the consumer reporting agencies would create an inaccurate representation of my account. 
It is my position that it is the responsibility of the bank not to lose my address and to make me aware of my balance, and that one can not be delinquent in paying a bill that one was never sent. Furthermore, though it has a phone number on file for me, Barclays made no effort to call me about either the missing address or the unpaid balance, when it clearly knew from the returned statements that the address was in error and that I was not receiving balance notifications. Therefore, while the account may not have been paid, it certainly was not delinquent. Barclay 's customer service department has admitted as much by removing the interest and late payment charges from my account. I would like to have my credit corrected as expeditiously as possible.

Of note, before submitting this, I sent a copy of this entire complaint to Barclays to review, with a cover letter that I was planning to submit it on the CFPBs complaint website. I have attached both the cover letter and Barclays response, in which they declined to correct my credit reports.

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 monetary relief