Consumer complaint received 2022-12-06
Company: BARCLAYS BANK DELAWARE
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/2022, I applied online for a balance transfer through XXXX credit card for which I have an account for the amount of {$4300.00}. This amount was from my Barclays credit card. I was informed by XXXX that it would take between XXXX business days for the balance transfer to complete. On XX/XX/2022, I noticed that my Barclays account had a balance of {$4500.00} and my XXXX account was at {$4300.00}. I spoke to a Relationship Manager from Barclays by the name of XXXX at XXXX. She was very rude, not helpful and told me to call back the next day. On XX/XX/2022, I went to a XXXX bank in person and was assisted by a manager on the phone since they dont handle credit cards and was informed that my balance transfer was completed by them to Barclays XXXX Unfortunately, it was sent to them under the wrong account number. She advised me to contact Barclays and have them either credit my account for the amount or do a payment movement. On XX/XX/2022, I spoke with Barclays customer representative XXXX, and Barclays Customer Service Manager XXXX to cancel the balance transfer. He stated he would open an investigation into the matter and also contact XXXX credit card with my permission. He provided a Case ID : XXXX for my records. On that same day, I spoke with XXXX supervisor XXXX, XXXX account specialist XXXX, XXXX account manager XXXX who I confirmed that I had contacted Barclays to give him ( XXXX ) authorization to my account. I was informed that I would be contacted within XXXX hours with an update. On XX/XX/2022, I contacted Barclays and was given the number to their Investigations Department. I called back on XX/XX/2022, and was transferred between XXXX different Customer Care Specialist ( XXXX, XXXX and XXXX ) without any help and was transferred to the Collections Department who didnt understand why I was transferred to them. Barclays Customer Service Manager told me the investigation is still open. Barclays sent me a letter dated XX/XX/2022, requesting additional information to help with their investigation. It was mailed through XXXX, though they claimed they never received it. My tracking number showed it was delivered to them on XX/XX/2022. I received another letter from them dated XXXX, requesting the same information. It was faxed to them on XXXX/XXXX/XXXX. On XX/XX/2022, I called Barclays and spoke with XXXX who stated he might have been the XXXX I spoke with before. At first he stated he had no recollection of our conversation about my account, then placed me on hold. When he returned, he stated that they received my fax that morning at XXXX AM XXXX time and my account is currently being processed and I should call back in XXXX days. On XX/XX/2022, at XXXX AM, I called Barclays and spoke with Customer Care Representative XXXX. Our conversation was difficult due to a dog barking in the background. XXXX stated it was her dog and she was working from home. I informed her that I was calling to check the status of my account and the balance was still not right. She stated that there were some notes but did not disclose what they were. When I requested to speak with a Relationship Manager, she stated she would transfer me to XXXX in the office since she was working from home. My call went immediately back to the voice prompt menu where I disconnected the call after waiting several minutes for assistance.

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