Consumer complaint received 2023-01-31
Company: BARCLAYS BANK DELAWARE
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX, I initiated a payment through my bank to pay my Old Navy card balance in full, The payment was in the amount of {$1100.00}. The electronic funds transfer was received by Old Navy on XX/XX/XXXX and the money was taken from my bank account. Old Navy never applied my payment and continued to withdraw my automatic payment of {$38.00} on XX/XX/XXXX, {$39.00} on XXXX XXXX and {$38.00} on XX/XX/XXXX. I did not realize additional payments were being taken out until after the payment made in XXXX as they were set up on automatic payments through Old Navy 's payment site. Once I realized this I called Old Navy  Barclays on XX/XX/XXXX to inquire about the payments and understand why they were still showing a balance on my account when I had paid the account in full in XXXXBarclays stated that they did not see my applied payment in XXXX and that I would have to call XXXX instead as my account had just been transferred to them and they did not have the XXXX information. I called XXXX, explained that I was trying to figure out why my payment was not applied and they gave me a similar excuse. They had transferred their records to Barclays and no longer had my account information. XXXX advised me to call Barclays even though I'd explained that I'd spoken with Barclays and they'd insisted that I resolve the matter with XXXX. I called Barclay'sagain on XX/XX/XXXX to seek a resolution and they were still attempting to reroute me to XXXX for help. After being bounced from department to department, I finally spoke to the payment resolutions department at Barclays who opened a case on my behalf. I received a letter in the mail about a week and half later requesting I send proof of payment from my bank. I downloaded the information and mailed the proof of payment back to Barclays. XX/XX/XXXX arrived and I had not heard anything from Barclay'sregarding my case but received a call saying I had an overdue payment. I attempted to speak to someone about my case but the only information they had for me was that the claim was closed due to my proof of payment not being sufficient. On XX/XX/XXXX, a woman named XXXX called me from the resolution department and I explained all of the back and forth I had gone thru but had received no resolution and still no one could track down why my payment had not been applied and why the proof of payment I received directly from my bank was insufficient. XXXX assured me that she would research and try to resolve it. She gave me an email address to send my proof of payment to again. I sent the information only to have the email come back saying the email address was invalid. On XX/XX/XXXX, I called Barclays once again to check on the status of my claim and was advised that the XXXX payment of {$1100.00} was applied to my account but then said the payment was returned to me. The {$1100.00} payment Imade was never sent back to me. I checked my bank account in addition to calling the bank directly. Asof XX/XX/XXXX, Barclay 's is stating that my XXXX payment was applied but, I somehow still have {$1100.00} balance and I'm being charged excess interest on a late payment. I have been trying for nearly 2 months now to get this resolved but no one has been able to help me. I'm extremely tired of the runaround and want this resolved. 

Barclays responded to my prior CFPB complaint, issued a credit to resolve on XX/XX/XXXX, sent me a refund check for my overpayment and now in XX/XX/XXXX took away the credit and is calling me about being late again.

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