Consumer complaint received 2017-03-14
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card
Issue: Application processing delay

Complaint:
I filled out a credit card application for XXXX Credit Card with Barclay Bank on XX/XX/2017. I filled application out knowing I would be accepted as my credit score is above XXXX and have never been late on a payment and own my own home with a good job. 
I received a letter shortly after saying they needed additional information and to call. I immediately called where I was informed that they were approving the credit card for {$16000.00} and that it would be received in 10 to 14 days. 
I received a phone call minutes later with the same gentleman on the phone and a third person on a three way call saying they were the security team and before they could send the card out they needed me to mail in a copy of my bank statement and a copy of drivers license and social security card. I questioned that and asked why as that has never been required and was putting me at risk for identity theft. The woman stated that I had a Barclay account several years back at a old address and they needed to prove who I was and my address. I asked if I could email or fax but she sais they could not accept it that way. When I got off the phone I checked my credit report and noticed that Barclay Bank had hit my credit report with an hard inquiry so I copied and mailed the info they asked for to the address they provided. 
I waited a week and received another 2 letters saying the same as the first that they needed more info I called and informed them that I had already sent the info in and was told that they send those letters out overtime you contact them and to not worry about it and give it another 2 weeks. 
I had originally filled this credit card application out to use this card on an upcoming XXXX trip to get reward points so after 2 weeks I called again and was told to wait another 7 to 10 days I expressed concern about the documents I sent to them because now I was worried perhaps they landed in the wrongs hands as was my previous concern. I asked at this point to talk to a supervisor and they put me on the line with XXXX employee XXXX he put me on hold and stated that he checked and that they had received my documents and would be reviewing them and not to worry. Still no card and another letter came in I called back 3 or 4 times and was told it was still pending. As my trip came closer I called on XXXX 2017and asked to speak to a supervisor and now was put on line with XXXX employee XXXX he told me he would listen to recorded conversations that I had with XXXX and try to get to bottom of it. He called back a few days later and told me he had listened to the call and he was sorry that he now knows XXXX did tell me they were received and XXXX must have info that he does not have and that he would talk to XXXX and straighten this mess up and sorry about everything and get back to me when XXXX was in on XX/XX/XXXX Well I heard nothing back so this morning XX/XX/XXXX I called and was told it was still pending so I asked to speak to XXXX again whom got on the line and said we would have to start over and security team said that I would need to resend all those documents and that they were going to hit my credit report with a second Hard Inquiry. I was appalled this company already hit my credit report once and I at this point could care less about the credit card I just want that original hard inquiry removed and or send me the credit card. How can this possibly be an ethical credit transaction. I value my credit report and pay all my bill on time and to would never have filled the credit app out if I was n't sure it would be approved. To top it all off I closed the bank account that I sent them the info on and had to open a new one to try to prevent identity theft from occurring. This has costed me so much time and so ridiculous. Please help me a consumer should never have to go through this! 
I would like the inquiry removed

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