Consumer complaint received 2018-05-29
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
On XX/XX/XXXX. I had sent the executives of Barclaycard a letter requesting a goodwill adjustment of late payments reflecting on my credit reports for the months of XX/XX/XXXX through XX/XX/XXXX.I had explained that it was an exceptionally difficult and chaotic time in my life as I was balancing the birth of my XXXX child onXX/XX/XXXX and dealing with recovering from Hurricane Irmas devastation to our home in XX/XX/XXXX all while managing a family of XXXX on a single ( XXXX XXXX XXXX ) paycheck. My husband was out of work and due to me being on XXXX XXXX  my reduced paycheck was the only source of income providing for my family. It was extremely challenging to provide the basic necessities day in and out. I thought once I was able to return to work fulltime from XXXX XXXX my finances would turnaround but then we were hit with Hurricane Irma in XX/XX/XXXX. The Hurricane knocked out our power, damaged our house and roof. We had to temporarily move out of our home and take up residence in a hotel. We were stuck with making very difficult decisions weighing our financial obligations with basic living necessities. That was a very dark time for my family, but thankfully we survived this setback. Now that I have found a prosperous balance in my life and gone back to work full time, I honestly can not associate with the person that let this payment obligation go unattended to. I fully respect my obligations with Barclay and have worked diligently to amend my relationship with you by regaining your trust. I am working on my credit and trying to provide a better life for my XXXX children. I m not proud of this black mark on my record, but I was making payments with as much money I could scrape together during that rough period. A brief look at my account will reveal I have successfully made 5 full on time payments since my unfortunate lapse of judgment. I realize I made a mistake in falling behind, but up until that point my payment history with you had been spotless. When I was able to fully work again, I quickly resumed paying my credit card balance, making it a top priority. I included proof of my being out on XXXX XXXX in XXXX  and that I was impacted by Hurricane Irma. Shortly after sending the letter to the office of the president and other executives, I received a call from XXXX a representative from the office of the President. She stated she will look into my case and get back to me. XXXX got back to me a few weeks later to inform me that although they can not remove all 6 late payments from my credit file they were able to remove the XX/XX/XXXX, XX/XX/XXXX, and XXXX   late reportings from all of my credit reports due to the Hurricane. She stated it will be updated with the XX/XX/XXXX reporting of my payments. I had asked her if she could send me that in writing for my records. She agreed and stated that she will mail out a letter shortly. The XXXX adjustments were made and all 3 major credit bureaus were reflecting late payments for only XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Although it was not all of the late payments I was content the removal of XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I received a call from XXXX stating that Barclay is no longer going to honor the agreement of removing the 3 months late notification and will be adding them back onto my credit report. I asked for Barclay not to do that and to honor their agreement and that this would be more damaging than if they were not to remove the late payments in the first place. XXXX  stated unfortunately, they had already submitted the request to walk-back those 3 months. She further explained that the reason this was happening is due to my request for a letter documenting what they had promised ( remove XX/XX/XXXX thru XX/XX/XXXX late payment reportings ). Baclay is acting unreasonable and is not honoring their agreement. My credit scores have now dropped further below the score prior to having the late payments removed. Barclay 's actions were damaging and in direct violation of my rights as it pertains to the FCRA. Barclay should honor commitments and they should be more member centric. This is no way to conduct business. I attached proof of the adjustments made to my credit reports and the goodwill letter to 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 explanation