Consumer complaint received 2023-06-14
Company: BARCLAYS BANK DELAWARE
State: OH
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/2023 we requested an {$8000.00} payment be sent to Barclays Bank from XXXX XXXX. The payment was sent via XXXX and the check was written by XXXX XXXX XXXX  XXXX. The payment was supposed to be applied to the balance on our Navyist Rewards XXXX XXXX account. The address and name associated with our Barclays account was listed on the check from XXXX XXXX XXXX. 

According to Barclays Bank, the {$8000.00} check cashed on XX/XX/2023 and posted to their general ledger as a " non-conforming payment '' since no payment slip was enclosed with the check. 

Barclays provides the following information for " non-conforming payments '' on the back of their statements : Mailed Payments : A conforming payment received by us by XXXX XXXX XXXXXXXX will be credited to your account the day of receipt. A conforming payment is a payment that : XXXX ) is mailed with the payment coupon included with this statement or printed from oldnavy.barclaysus.com to Barclays, XXXX XXXX XXXX XXXX, PA XXXX ; and XXXX ) is in the form of a single, non-folded check or money order made payable in U.S. dollars from a U.S. based institution. Any payment that does not meet these requirements, or any payment with multiple checks or money orders, additional correspondence, staples, paperclips, etc. will be considered a non-conforming payment, which may delay the crediting of the payment for up to 5 days. 

On XX/XX/2023 the {$8000.00} payment had not posted to my Barclays Navyist Rewards World Mastercard account On XX/XX/2023 I contacted Barclays via online chat to inquire about the payment. I have copies of all online chats to prove the exact nature of the conversation. I told the customer service rep the issue and provided the dollar amount of the payment and that it was coming from XXXX Bank. The customer service rep requested the check number and bank routing and account number in order to open an investigation. I informed the customer service rep that I did not have access to that information since the payment was sent by XXXX XXXX XXXX  XXXX via XXXX and not directly from XXXX Bank. 

On XX/XX/2023, I contacted Barclays via online chat to inquire about the payment. I told the customer service rep the issue and provided the check number from the payment that was cashed by Barclays on XX/XX/XXXX. The check number was sufficient proof of payment information for Barclays to locate the payment on their general ledger and make it a " conforming payment ''. Barclays provided a case number and said it will take 30-60 days for the investigations team to respond. The customer service rep stated that all fees and interest will be waved until the payment is found. I provided XXXX phone numbers to contact me back at with any updates. 

On XX/XX/XXXX a provisional credit for {$8000.00} was applied to my Barclays Navyist Rewards World Mastercard account On XX/XX/XXXX, I received a letter from Barclays stating that the proof of payment needs to be sent via fax to XXXX or the provisional payment would be removed. Examples of proof of payment : front and back copy of cashed check, Money order receipt, Electronic Funds Transfer. 

On XX/XX/2023 XXXX XXXX  faxed a Declaration of Payment with a copy of the original check front and back and the XXXX Case ID to Barclays fax number XXXX and mailed a physical copy to XXXX XXXX, XXXX XXXX XXXX XXXX DE XXXX. 

On XX/XX/2023, I contacted Barclays via online chat to inquire if they received the declaration of payment. The customer service rep stated that a case had been opened with the investigations team but it will take another 30-60 days for a response and they could not confirm if the investigations team had received the declaration of payment. The customer service rep stated they will add notes for the investigations team that XXXX XXXX had faxed the declaration of payment. I requested contact information for the investigations team and they were not able to provide it. The customer service rep stated the investigations team will send a letter when the payment is found. 

On XX/XX/2023 I received a letter from Barclays Bank stating that they had not received proof of payment and the provisional credit was removed from my account. 

On XX/XX/XXXX I filed a complaint with the CFPB ( ID XXXX ) On XX/XX/XXXX the CFBP complaint was closed by Barclays with an explanation. The explanation was that the investigations team completed their investigation and was not able to locate the payment. Barclays Office of the President representative requested proof of payment be faxed to XXXX in order to continue the investigation. 

This explanation was also provided in a XX/XX/XXXX letter from the Barclays Office of the President representative. 

On XX/XX/XXXX I received a voicemail from Barclays Office of the President representative requesting a callback I spoke to Barclays Office of the President representative several times over the following weeks regarding the missing payment. I told him that proof of payment was provided on XX/XX/XXXX. He denies that the proof of payment was received by Barclays at any time and requested proof of payment be emailed to him. 

On XX/XX/XXXX I emailed XXXX the proof of payment that was originally sent by XXXX XXXX  via fax and USPS on XX/XX/XXXX. 

The Barclays Office of the President representative apparently located the payment and stated that the payment was sent back to XXXX by Barclays I have tried to contact XXXX and can not find anyone to help me with this matter. 

I have contacted XXXX XXXX  and they claim that Barclays still has the money The Barclays Office of the President representative stated that interest and fees that were previously promised to be waived would now be reinstated since I did not provide proof of payment in the required time frame The Barclays Office of the President representative has continually stated over the phone that Barclays does not have the {$8000.00} and there is nothing they can do to help. 

I requested to be contacted by a supervisor from Barclays Office of the President and a summary of their investigations findings to be provided to me in writing. 

A Barclays Office of the PresidenXXXX supervisor called me on XX/XX/XXXX stating they would look into the missing payment and if the fees and interest can be waived. 

I can not reach anyone in Barclays Office of the President as of XX/XX/XXXX to check the status of the missing payment It has been 75 days since Barclays cash the {$8000.00} check and posted it to their general ledger. 

Neither Barclays, XXXX, XXXX or XXXX XXXX are able to locate the {$8000.00} at this time. 

My Barclays account is passed due and I am getting several calls a day from their collections department. 

I have invested 10 + hours into figuring out where the {$8000.00} went and am hitting a dead end in every direction I turn. 

My credit score has been negatively impacted since the credit utilization on my Barclays Navyist Rewards World Mastercard has remained high. 

I am desperate and exhausted. Please help me.

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