Consumer complaint received 2023-02-08
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I was been informed by XXXX that the referenced payments totaling {$5000.00} have been cleared and cashed by Williams SonmaXXXX Barclay and NOT transfer to new account Williams SonomaXXXX XXXX ( like the other payments had ). 

However, the five payments are not represented on the statements. True and correct copies of the statements for the periods in which the five above referenced payments were made to you are attached hereto, and incorporated herein. 

I call it the blame game, but I'm the biggest loser! I thought I only lost {$5000.00} but really the lose it is so much more! My story began in XXXX when I got a Williams Sonoma Visa Credit Card issued Barclay Card. In XXXX XXXX XXXX  took over my credit card agreement with Barclay Card. 
In XX/XX/XXXX I was applying for a home loan and the lender stated that I needed to pay off the remaining balance on my Williams Sonoma credit card before funding in XX/XX/XXXX. I always made the payments the same way using bill pay via XXXX XXXX Actually I had always made the payments the same way and not even updated since XXXX bill payments. I would bill-pay the same account number I had been using since XXXX. 
In XXXX of XXXX at closing the lender stated that I still had a remaining balance of over {$5000.00} showing on my williams-sonoma card I stated that was impossible because I had made five {$1000.00} payments and that the card was completely paid off. I gave the lender proof of payments and sent them too XXXX  XXXX  so they could update their records. Obviously, this was important to me because this put me in a different bracket as far as points on my home loan went. This ending costing me 1 point ( on a {$450000.00} home loan ). 

At this point I'm completely out the missing {$5000.00}, interest, points on mortgage and my credit reports are not correct. 5 payments in the amount of {$1000.00} each were made to XXXX XXXX  ( The same way every via bill-pay from XXXX XXXX  for the past 3 plus years to XXXX XXXX  XXXX XXXX 

Each payment of {$1000.00} was made was electric from XXXX to XXXX some way for the last 3 years NO changes! It is set-up automatically for weekly payments. I noticed that my payments were not posted, so I called XXXX XXXX  and they stated I did not make the payments. I called XXXX XXXX. XXXX XXXX  and I called XXXX XXXX  together and once XXXX XXXX  stated the payments were not made. 

XXXX and I both sent back-up 's of the payments totaling over {$5000.00} that are missing and they still state the payments were not made. XXXX disputed the 5 payments and gave us a {$5000.00} credit on XX/XX/XXXX only to reverse that credit onXX/XX/2019 for {$5000.00}. XXXX stated since no changes were made to the payments for the past 3 years and the wired funds did go to the same account they could not help me ( basically since I sent the payment the same way for the past 3 year with no changes electrically no fraud was found ).

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