Consumer complaint received 2022-01-07
Company: BARCLAYS BANK DELAWARE
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My problem is that Barclays Bank will not remove me as an authorized user on an account that is not mine. I know the owner of the card and I have been working with her. 


She first called Barclay 's on XX/XX/2021 to ask that I be removed. I started a dispute with XXXX soon after to ask them to review the account, thinking that they would see the action by the Customer care rep on XX/XX/XXXX. In that call on XX/XX/XXXX, the customer service rep told the card owner they had removed my name from the account effective immediately. 


A credit check on XX/XX/XXXX indicated it was still there. 


On XX/XX/XXXX another check was run, my name was still attached to the account. I called XXXX and followed up on the dispute I had initiated. The dispute finding was " This product [ card ] belongs to you [ XXXX XXXX ]. '' That information is incorrect. The card never belonged to me, I have never been a signatory on the account. I was only ever an authorized user. 


On XX/XX/XXXX, we called Barclays again. They said, " Whoever tried to take the name off before did it improperly. I will do it correctly. '' Then he said, " it is done and effective immediately. '' We asked for documentation on paper and he said he had no way to send paper documentation but he would put an annotation in the file so that there would be a record of my name being removed when XXXX contacts them. 


On XX/XX/XXXX, upon learning that the Barclays card was still associated with my name, we called Barclays again. We spoke to a representative who said she was removing my name and confirmed she had done it. When we emphasized that we must have documentation in writing because we have twice attempted to have my name removed without success, she said she could not give us anything in writing. She then asked to go and check something. When she came back, she said she had not, after all, removed my name, and that she didn't know how to do it, and that her system was down and that's why she couldn't do it. We pointed out that the system surely could not be down for a month, but she had no answer. We asked if the previous two calls were documented on the account and she said yes ( not sure I believe that ). She then gave us a fax number for " Customer Care correspondence '' and asked us to fax our request. We asked if there was a person to whom address the fax. No. A department? no. Any instructions for what the letter should say or include? No. ( Do I believe this is an actual policy for dealing with complaints at Barclays? No. I think she just wanted to get us off the phone. ) We then asked to escalate to her manager, she said she was not allowed to let customers speak to managers (! ). When we asked her her name, she would only give the name " XXXX '' and would not give a last name. 


We have no other access to service at Barclays besides the general customer service line, because the card has been taken over by a debt management company ( who incidentally confirm that they are in active negotiations to settle this debt ). 


I faxed letter to the number she gave. I included both our names and the DOB of the card 's owner ( again, no instructions, so difficult to tell how Barclays will find the account ). I included statements directing them to remove my name and giving written permission to release my information to XXXX. I asked them to fax confirmation that my name was removed. ( I have to say that I don't expect much from this fax after three failed attempts with actual humans. ) I then called XXXX. The representative confirmed that the Barclays card is still showing up connected to my name. He noted that Barclays had reached out to XXXX on XX/XX/XXXX ( which is unusual because XXXX did not initiate the contact with Barclays ) and that Barclays had reported the information that the card is my card. ( This is not true -- it is not my card -- I was only ever an authorized user ). At this point the XXXX representative suggested that I make a formal complaint to CFPB.

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