Consumer complaint received 2019-03-27
Company: BARCLAYS BANK DELAWARE
State: CA
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/XXXX I responded via telephone call to correspondence I received in the mail from Barclays offering a balance transfer for my XXXX XXXX. I was approved over the phone for the requested amount of {$2100.00} and was advised that the funds would be transferred into my XXXX checking account. The following day, XX/XX/XXXX, I received a phone call from XXXX and was advised that the transfer had been cancelled because my checking account could not be verified. It was not made clear to me why Barclays could not verify the account. This was concerning to me for two specific reasons. One, I had already sent payments to my other credit card companies assuming that this Barclays electronic transfer was in progress. Two, the bank account I provided was accurate as the representative confirmed the account number I had initially given and the account is in my name alone. There was no reason to cancel my transfer. I have had electronic transfers into this account before with no issues.

Given I had already made financial moves based on this approved balance transfer I requested that Barclays re-process the transfer. I was told that they could not do an electronic transfer and that I would have to go online and reapply, requesting a check be mailed to my bank. I did as advised. To-date, I have not received the funds but my Barclays account still indicates that I owe the funds. 
I have called in several times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) and been advised several times that the representative is opening a case so that this issue can be investigated by Barclays. I was told that this investigation would take up to 30 days. I was advised by XXXX on my last call that her records show that the check has been processed as of XX/XX/XXXX ( a Sunday ) by my bank and that maybe I should call my bank to see where the funds are or ask them if they cashed the check. This outraged me because Barclays should be able to confirm without a doubt, whether this transaction occurred. I dont understand how I am supposed to investigate a Barclays transaction. So I am supposed to prove that Barclays didnt give me the funds? Thats ridiculous! At the very least, Barclays should be able to present to me the documentation they have confirming that the check was processed and who at XXXX processed it. XXXX advised that she didnt have the documentation confirming the transaction, but that she would mail it to me when she receives it. So far, I have not received anything. 
On XX/XX/XXXX, I called XXXX to confirm whether they had received a check for my account from Barclays and they confirmed that they have not. They also confirmed that there is no transaction on my account reflecting deposit of the transfer. 
This is my first experience with Barclays. I have not had this card for a year, but I am regretting my decision to do business with this institution. I have requested balance transfers from other financial institutions and never had anything like this happen. At this point I really feel like someone inside of Barclays is scamming me. I also feel like I am not getting the customer service that I should be receiving for this complaint.

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