Consumer complaint received 2017-07-28
Company: BARCLAYS BANK DELAWARE
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
On Friday XX/XX/XXXX, I called customer service two times at different number to inquire how to activate the Account Protector services with reasons do to unemployment. The CS numbers that I called were XXXX and XXXX.
The first customer service representative @ XXXX referred me to XXXX XXXX XXXX XXXX @ XXXX and stated that Barclay did not offer services for unemployment and disability.
The second customer service representative @ XXXX stated that she searched for the information and nothing came up regarding services that would assist with customer 's becoming unemployed and assistance with payment options due to unemployment. I stated the information from the website and the service name from the website and the CSR stated that she nothing showed and she was not aware of any services like that.
I informed both CSRs that when I applied for the card that I was offered the services and selected to opt into the service and that I have sense activated this with other credit cards.
Here is the website address and included the information from the website.
https : //www.barclaycardus.com/XXXXXXXX  Summary of Important Program Terms Account Protector is OPTIONAL. Whether or not you enroll in Account Protector will not affect your application for credit or the terms of an existing credit card agreement you have with Barclaycard.
There are eligibility requirements, conditions and exclusions that could prevent you from receiving benefits. For example, you must be employed in a full time ( 20 hours or more per week ) non-seasonal occupation as of the date of loss to be eligible for the unemployment benefit. For disability benefits you must be unable to work at least 14 consecutive days. To qualify for the natural disaster benefit, there must be at least {$500.00} of property damage for the three month benefit and your home must be uninhabitable for 30 days to qualify for full balance cancellation. You may use a three month life event benefit only once every 12 months. You may use the payment holiday up to a maximum payment of {$300.00} and only once every 12 months.
The fee is XXXX cents per {$100.00} of your outstanding account balance on the monthly statement closing date. If you have a balance on that date, you will be charged for the Account Protector coverage, regardless of whether you pay your balance in full or carry a balance from month to month.
Before you are required to pay any Account Protector fees, we will mail you the program terms as well as additional information, including a copy of the Account Protector addendum to your Cardmember Agreement You should carefully read the information we will send you for a full explanation of the program.
You may cancel at any time by calling ( XXXX  ) XXXX. This phone number will also be provided in your enrollment materials. You will receive a full refund of any fees charged to your account if you cancel within 30 days of enrollment.
To be eligible for the unemployment benefit you must be employed in a full time ( 20 hours or more per week ) non seasonal occupation as of the date of the loss. If you are currently unemployed, disabled or retired, the Account Protector product may not be appropriate to your situation.
Close

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