Consumer complaint received 2023-07-06
Company: BARCLAYS BANK DELAWARE
State: OH
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I opened up a card with Old Navy because it was a reputable company and I needed to increase my credit in a small way. Sure to ask when the payment date was due and 5 days before I went online to do so. I was only given an option to enter my account and routing information for my bank and I refused. I looked further into it and there was not another option online so I began calling Old Navy customer service. I was then told by several different Representatives as well as supervisors that my only other option was to give the information for my banking account and routing number over the phone. As I stated to them I would never put myself in a position to be giving out information over the phone or online that could be used to take all the money that I have. I have never been asked by any other organization or payment that I make including my credit card for banking and routing information. I tried to rectify the situation with Old Navy and they were very clear that there are no other options it is now the XXXX of XXXX and my payment is due by the XXXX. I asked each person very respectfully how I was expected to make a payment to them if they only will allow you to do so by giving out your personal information in an unsecure way and I was told basically that was it too bad. I reported his to the XXXX XXXX XXXX  over the phone and was given a number for headquarters of Old Navy. When I called I was transferred right back to the customer service solution center where I got nowhere. I also was told I was going to receive the ability to file a complaint with the XXXX XXXX XXXX through paperwork from an email that I never received. I called the XXXX XXXX XXXX  back so let them know I had not received the email and that the number they had given was for customer service just so they were informed. I was told they had never heard of anything like this it seemed very sketchy so to speak and to report it now to this organization. Let it be known that I'm just trying to make the payment and at this point I would cancel the account because I do not agree with this business practice at all. Having signed up for the account in the first place to try to build my credit is actually going to have the opposite effect because I have no choice but to close the account not being able to make the payment in a way that feels safe. I have now spoke to two unidentified people that I've told me that they had been drawn into the same what seems like scam with Old Navy and that there was no way for them to get out of it either other than to wait until their account was in default and try to call and speak to somebody to close that account but then still ended up with the bill that they weren't able to pay and less giving banking information, and that it went against their credit. This is the most ridiculous thing I have ever seen. I also was not able to locate any place on the website to file a complaint other than links that took me to the same phone numbers that lead to customer service. Not being able to file a complaint and itself is a sketchy practice let alone putting yourself in a situation as a customer where you could have your total bank account wiped out.

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