Consumer complaint received 2021-09-15
Company: BARCLAYS BANK DELAWARE
State: FL
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/XXXX I received a call from XXXX XXXX from Barclays bank asking me when I was going to make my credit card payment for the previous month, which she said was due on XX/XX/XXXX. I said that I didn't understand because I always pay the bill when I get it. So, I said maybe I never got the bill? However, I had also signed up for alerts from their website to notify me if a payment was due and I never got a notice of any kind. She then said that they had a problem on their website and that the alert notices for all accounts were lost and I would have to go reset it again. I said let me look online and I logged into my account with her on the line. I saw that there was a balance due from the XX/XX/XXXX statement, so I made an immediate payment, as well as a payment for the new bill which would be due on XX/XX/XXXX. At that time she took off the late payment fee, but not the interest charges. After hanging up, I went to go check my credit card records and I saw that I had already paid the XX/XX/XXXX statement at Barclays website on XXXX and I was given the confirmation number XXXX when I paid the bill. So, I called Barclays back and the person who answered was, once again, XXXX XXXX. I explained that the bill was not overdue because I had already paid the bill on XXXX and I gave her the confirmation number. She then said that the confirmation number was meaningless because they had a problem on their website and that I should have known that the payment was never taken out of my account. I then said that I assumed that if I got a confirmation number from their website then it is their fault if their system didn't work and she should make sure that my account is not reported as being late in any manner and that she should take off all of the interest charges. She agreed and said she would do so. The interest charges were removed and I assume that she took proper steps to make sure that my account was not flagged as being late, due to their website problems. That seemed to be resolved, but about a week later I got my new statement, the one that was due XX/XX/XXXX and I noticed another problem. I am supposed to get XXXX XXXX miles for my account purchases each month and I noticed that there were quite a few transactions on that statement that were not credited for miles. My total purchases were for {$1500.00} and rather than getting XXXX miles, I was only given XXXX. Therefore, I was shorted XXXX miles. That day ( XX/XX/XXXX? ) I went online to my credit card account in Barclays and sent an email in the : contact us '' section to inquire about the problem. No one ever answered me. On XX/XX/XXXX, I called Barclays to inquire about the problem. The rep I spoke with told me that they had been having major problems with converting their XXXX XXXX card website to a different format ( evidently, I was a victim of those problems! ). She was communicating with a supervisor by text while talking to me and they were not able to fix the problem. At that time she created a case # XXXX and said I should hear back shortly. It has now been XXXXx days and there hasn't been a word from Barclays about fixing my problem. I have wasted at least two hours on the phone with this company to to fix these problems that are no fault of my own. I would appreciate your help in getting this company to fix its problems and get me the Aadvantage miles that I am owed for my purchases. And, I would also like to say that I doubt I am the only Barclays customer to have this problem. I would assume that there are hundreds, if not thousands, of XXXX XXXX MasterCard customers who have had problems similar to mine. Very few will take the time to write a formal complaint, but I think you should be made aware of this situation of terrible, and what I would consider " deceitful, '' customer service from Barclays bank. Please let me know if you need any more information.

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