Consumer complaint received 2022-11-20
Company: BARCLAYS BANK DELAWARE
State: PR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
In XX/XX/2022 I spoke to XXXX from, Barclays. There was no issue with a credit for {$17.00} because I requested a refund for some merchandise. However, there was an issue with a {$280.00} charge dated XX/XX/2022. It was strange because, not only it was incorrect, but also I had already had a statement that did not show any balance from that period. XXXX and I discussed the matter and we both thought that I could have been that, because I issued the payment for the whole balance just before the XXXX XXXX credit card was transferred form XXXX XXXX  to Barclays. Apparently, the fact that an autopayment was in place, in addition to my manual payment, provoked that even when the payment was received ( I corroborated ), Barclays had an error in the system. He explained that it showed at the time as a " payment adjustment '' that would turn out to be a credit but somehow it shows as something different temporarily. Those are my notes, and my understanding. He could see in the system that a payment was made online for {$280.00}, the next month the statement behaves as if the charge did not exist, and then in XX/XX/2022, XXXX saw " adjustment payment ''. The reference number for the payment, per my notes on my conversation with XXXX is XXXX. He opened and investigation for the matter. The case ID was, per XXXX : XXXX. 

Dated XX/XX/2022, I received a letter from Barclays for said case ID : " We're happy to let you know your payment inquiry has been resolved. You will see and adjustment on your next billing statement. 

We appreciate your patience, and we apologize for any inconvenience this may have caused ... '' ( Attachment named " Barclays '' ) As of today, the issue has not been solved. I have had countless collection and related calls at different inconvenient times. Usually the first XXXX minutes they make me talk to people who not understand the situation and do not have the clearance to deal with the matter. Then, sometimes, eventually, after explaining everything time and again and again, they put someone on the phone who understands and they say I do not owe anything, that there is an adjustment pending. That was the case of the XX/XX/2022 phone call. XXXX said that although the system showed a balance of {$330.00} plus interests and fees, there was no payment to be made, and that the correction in the system would be reflected in XXXX business days. Almost XXXX months later, that has not been the case. 

Other examples ( I am not even sure I had a pen and paper to write down every time Barclays has harassed me with a collection process against their own Customer Servies or Account Management representations ) include : XX/XX/2022 : Terribly long phone call generated by Barclays. I was working, with a client and colleagues at the Court. I felt the best call was to take the phone call because of my concerns with my credit report. At the same time, I was ashamed because people could hear that I was having issues regarding my finances and the management of a credit card. Still I am ashamed. 

XX/XX/2022 : Multiple harassing phone calls from Barclays, including a long one. Among the many times I explained my situation, I received the attention of a lady named XXXX, who generated another complaint. I received more calls that same day which I could not pick up because I was taking care of my XXXX XXXX XXXX. XXXX said I would hear from them in XXXX business hours. 

XX/XX/2022 : This day was a bit different. I received various calls with bad audio or signal. Later, at XXXX EST, I received a call from XXXX from XXXX XXXX She apologized and allegedly gave me {$100.00} in credit for the inconvenience. 

Emails, emails and more emails in which Barclays treats me as a debtor with payments due. I still receive them. Please see " Barclays XXXX emails attachment '' with a screenshot of the list of collection emails received from them. I get so stressed with them and it is terrible knowing that the only measure in my power is to generate a long, frustrating phone call. So frustrating, I have even cried.

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