Consumer complaint received 2020-01-31
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I had submitted a previous CFPB complaint for the exact same issue ( CFPB record # XXXX ). Please refer to and read through this previous complaint for full understanding of my initial poor experience with Barclays. In summary, in order for me to finally be able to use my Barclaycard Arrival Plus World Elite Mastercard, I  had to exert an ureasonable amount of effort, and also spend an exorbitant amount of time due to a lack in communication as well as a severe lack of quality on the part of Barclays customer service.

After I submitted my previous complaint, it was addressed by Barclays and, at the time, was resolved. I even received a letter from the Office of the President that clearly stated, and I quote, " We appreciate you sending in the requested documents for verification, and I have confirmed, all restrictions have been removed from your account effective XX/XX/2019. '' ( entire letter attached below ). I was able to charge to my card, in fact I was able to charge over {$5000.00} to this card over the next few months as proven by my credit card statements. Fast forward to last week, when I was attempting to use my card for a purchase. I was trying to link my Barclaycard Arrival Plus World Elite Mastercard to XXXX, in order to pay for a very substantial purchase ( about {$5000.00} ). The card declined, so I called customer service. The representative put me on hold for about five minutes, when she checked back in and told me she was still looking into the issue. This long hold led me to believe that she was reading up on my file, and perhaps was educating herself on all of the previous issues that I had experienced. After another long hold, she comes back on the line and informs me that she has identified the issue. 
She then asks me if I recall a request for additional identification documentation back in XX/XX/XXXX, to which I tell her of COURSE I remember and have even submitted a CFPB complaint and had the Office of the President address and resolve. She expressed absolutely no empathy and did not seek to understand or clarify, insisting that I was missing documentation and would need to submit it, with a tone in her voice that implied that I had done something wrong. 

At this point you can understand how incredibly frustrated I was, having this same exact issue that I had already spent valuable time, effort, and frustration in resolving six months ago. I had already spent over {$5000.00} on the card since, which she could have easily found if she cared to check my file. The representative could have very easily listened to my story and quickly realized that Barclays was in the wrong, and very easily fixed my issue. Instead, she remained stubborn in her accusations, and I told her I would be calling the Barclays Office of the President. She expressed indifference, at which point I decided it was not worth my time or effort to help her understand, so I hung up. I then reached out and left a message for the last Barclays manager that assisted me the last time, in an effort to give Barclays a chance to make things right. It has been a week with no response, so this is why I am submitting a CFPB complaint as they are apparently the only way to have any real issues addressed by Barclays I do not understand why, after having this exact same issue addressed and resolved, it has come up again. I wanted simply to charge {$5000.00} to the card to earn miles, which I was unable to do that day due to the restriction. With all of this, also please note that I also hold another different Barclaycard and have been an existing customer for almost a year now.

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 non-monetary relief