Consumer complaint received 2017-02-22
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card
Issue: Convenience checks

Complaint:
I noticed a discrepancy to my account balance in XX/XX/XXXX and so requested copies of the Barclays courtesy checks I had written to verify the balance. The courtesy checks were mailed to me on XX/XX/XXXX. I found that a single courtesy check payment in the amount of {$1900.00} that I had written to XXXX XXXX XXXX was posted to my account by Barclays Group twice, on XX/XX/XXXX & XX/XX/XXXX. Hence, there was a duplicate posting of a single payment as well as related bank charges and fees for the duplicate posting of the payment. I called Barclays on XX/XX/XXXX at XXXX and spoke with XXXX . I explained their discrepancy and XXXX created a case # XXXX, explaining it would take approximately 7-10 business days to correct the duplicate posting. I waiting and nothing. I called back on XX/XX/XXXX at XXXX and spoke with XXXX , who then transferred me to her manager XXXX . XXXX explained that the original case # made on XX/XX/XXXX was to the wrong department, and that she would need to create a new case #. XXXX created case # XXXX and told me it would be another 7-10 days to correct the issue. In the meantime, XXXX said she would reverse the related fees and charges applied to my credit card account as a direct result of the the erroneous posted duplicate transaction. She apologized and said she had expedited the case. No one ever attempted to contact me and when my XX/XX/XXXX billing statement came out, the error was STILL not corrected. So, I called yet AGAIN on XX/XX/XXXX at XXXX and was immediately transferred to another manager named XXXX , whom I was on hold with and spoke with over the course of 27 minutes. XXXX said that he had expedited the case to his direct manager and that the issue should be resolved within 3-5 business days. I asked for a call back and XXXX said they were an inbound call center only and that they could n't call me to follow up, that I would have to call back. He gave me a phone number XXXX and said they were in XXXX. I also said that I did n't think I should make a payment to the account until the issue was fixed, and XXXX said I should at least pay the minimum to avoid late fees. I explained that I found their actions highly suspicious - being transferred from one person to the next without explaination of how this occurred, the fact that I was the one who noticed the duplicate transaction, not the company, that i was being given the run around, and that the error still has n't been resolved. I said that I was going to report them to the proper authorities which is why I am writing this complaint. Needless to say, the issue is still unresolved, and given the circumstances, I am highly concerned that this may have occured to other Barclays customers and am concerned as to whether this constitutes as fraud, provided the company is overstating their income, wo n't fix their own duplicate transaction error within a timely period and does n't care about the consequences of their error. It has been 5 months now since this duplicate transaction was posted to my account and nearly 3 months since I originally contacted them about the error. Considering they did n't catch the error, keep giving me the run around with no follow up and most of all, have n't fixed the error or explained how the error occured, and do n't seem to care that the error occured in the first place is very troubling at the least, and unethical or illegal at the most.

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