Consumer complaint received 2022-08-23
Company: BARCLAYS BANK DELAWARE
State: LA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I have been an XXXX XXXX cardholder for many years, during which time I have an excellent history of payments. I would receive email statements due to frequent issues with the mail in XXXX XXXX, where I live, and I also received text messages when the bill was due and if it was even one day late in processing. These multiple methods of notification assisted in maintaining my excellent payment history. 

In XXXX, upon information and belief, XXXX XXXX switched from XXXX XXXX  to Barclays as their credit card servicer. I did not receive any notification of the switch by mail, email, or text. I continued to send payments by check because I was unaware of the change. 

In XXXX, I applied for a mortgage to purchase a home for me and my XXXX children. As a single mother, providing a home for my boys is of utmost importance. At the time of my application, my credit score was in the 720s. Last week, approximately XX/XX/XXXX, I was notified by my mortgage lender that I had a 60 day late report on my XXXX XXXX card through the credit bureaus. Until this time, to my knowledge, I had never been notified by Barclays of the change in banks, nor was I ever notified that the payment was late. 

In the past week, I have tried many times to resolve this issue with Barclays. First, I made the required payments, with late fees, to bring the account current. I called and messaged, asking them to please remove the late report as an oversight due to the change in banks. They refused. Today, XX/XX/XXXX, I spoke for over 30 minutes to a customer service member asking for a letter stating that the Credit Bureau could remove the late notice on my report so that my score could go up and I could finalize the home purchase. They again refused because of their duty to report late payments. I explained that I was never notified, to which they replied that they sent letters, which was my notification. I told them I never received these letters and they did not attempt to call or email me. For further proof, I explained that I never activated the new card they supposedly sent me because I never received it. The agent on the phone confirmed this to be true. The agent also noted that there was a cease and desist on my phone number, which I told them I had never authorized. When the account was serviced through XXXX, they contacted me by text and phone, so I never authorized a cease and desist. The agent stated that many things got mixed up when the accounts transferred and to some extent hinted to other clients ' information being incorrect as well. 

This account has been active since 2018. I have paid the balance to {$0.00} to avoid any issues with the company in the future ; however, considering the situation and how much data was inevitably incorrect when transferring the accounts, I felt the quick reporting as well as the unwillingness to work with me after I demonstrated overwhelming evidence that I simply did not receive the information was unwarranted. Barclays loses NOTHING by simply removing these late reports, especially in light of the facts surrounding the issue. But my children and I suffer due to an oversight in changing management, having lost the house we have been waiting on due to my now inability to qualify for the loan.

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