Consumer complaint received 2022-08-29
Company: BARCLAYS BANK DELAWARE
State: FL
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:
Re : Barclays XXXX XXXX, Acct # ending XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Payment made, check cashed, funds not credited to the above referenced account. 

To Whom It May Concern ; On XX/XX/XXXX, check # XXXX in the amount of {$14000.00}, was deposited and cashed by Barclays, into the XXXX XXXX clearing account for the above credit card account. This was a third party check, that was written from a title companys escrow account ( Performance Title and Escrow ). When this check was sent by the title company, it was also sent in with the appropriate remittance paperwork for payments made with a physical check. 

On XX/XX/XXXX, I reviewed my Barclays account and noticed that the funds from this check, were not yet credited to the account. I called customer service and inquired and was advised by the customer service representative, that they had not received any such payment, and that it might be in a lock box holding area, waiting to be distributed to the appropriate account. The customer service representative then advised that this check had cleared the Barclays checking account. When I requested an email address from the representative, to send the documentation, reflecting the check had been cashed, he said there was No need for that and that this is not uncommon for funds to not be credited to an account from a third party check, when a checked is deposited. 

I was very surprised that money was received, checks were cashed, and then not allocated to the appropriate account, and relayed as much to the representative. The gentleman gave me a Barclays case ID # XXXX and was advised that it could take up to 2 billing cycles to correct this issue, I advised that this was not acceptable. Barclays is in receipt of the payment, cashed the check, and is in retention of the funds. When I requested a supervisor, I was advised that there were no supervisors that could assist. 

On XX/XX/XXXX, the money still had not been allocated to my account. I again called customer service to follow up and received the same information, but I requested an email address to send the documentation, reflecting the cleared check, and what account it was deposited to. I was given a case number completely different than what I received the week before, along with an email address to which I could send the documentation. The representative could not find the case number that I received the week before. The representative, while sympathetic to my plight, said it can take up to two billing cycles for this issue to be corrected. This representative gave XXXX XXXX a new case number of XXXXXXXX XXXX and an email address ( XXXX ) to send the appropriate documentation to, which he immediately sent. This representative advised that it could take up to two billing cycles for this to be resolved. I advised again that this was not acceptable and is in violation of federal law. I also advised that my credit and credit score were being affected, as well as my debt-to-income ratio. 

On XX/XX/2022, I again called customer service, and received the same responses as above. When I relayed that if this was happening to myself, it is probably happening to many others, and we all know what that means, and this was a violation of the law, it was met with callousness, and I was told that I would receive the interest credited back to the account when the money was found and credited to the account. Once more, I advised of the inappropriate actions of Barclays, and the violations of specific laws of the CFPB and XXXX, and demanded that the money be credited to the account immediately. Again, I was told the same thing, that it may take up to 2 billing cycles for remedy. The representative also relayed that I did not have to make a payment. I advised him that I would make a payment, because I received a statement ( XX/XX/2022 statement date ) requiring myself to make a payment. 

When I received the XX/XX/XXXX statement, and I was still being charged interest. Additionally, there is a minimum payment due, even though, after the funds are allocated, Again, I made a payment, as listed on the monthly statement. I would now actually have a higher credit balance than the month before. I have maintained a perfect payment history with this account, and have continued to make payments on this account, even though funds have been received and not allocated properly such account, throughout this seemingly endless issue. 

XX/XX/2022- XXXX XXXX ( myself writing this ) called and spoke with XXXX representatives, and have gotten nowhere with this process, other than " Barclays is working on it ''. At the last transfer, I was transferred to " Customer Care '' representative, and was on hold for over an hour, with no resolve. 

The foregoing actions are against the law, and in violation of XXXX, FTC, and CFPB guidelines and procedures. The balance on my clients account is being inaccurately reported to the credit bureaus, and is negatively affecting my credit score, debt-to-income ratio and is affecting my ability to obtain credit. This is in direct violation of the law. Let me be clear, this is not a dispute. Retaining payments from a consumer, who has a credit account with Barclays, and not allocating the funds appropriately and timely, is in violation of federal law, and subsequent reporting inaccurate information to the credit bureaus, knowingly or not, is in direct violation of XXXX, and there can be severe consequences for doing so. 

There is no reason this issue can not be resolved amicably and immediately. I have advised Barclays numerous times to remedy this issue and credit this account appropriately. 

If you would like to discuss the matter, you can reach out by email ( XXXX or by my cell phone ( XXXX ). I expect that this issue will be rectified within the next 5 business days, which will obviate the need for any and all further action.

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