Consumer complaint received 2022-11-30
Company: BARCLAYS BANK DELAWARE
State: IN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Barclays recently took over my GAP VISA account. When the change was made, I was unaware so I received late fees. I contacted Barclay directly and spoke with XXXX on XX/XX/XXXX. I paid my bill in full ( {$1400.00} ) with the exception of the late fees, as XXXX was going to take care of getting these removed ( {$71.00} total ). XXXX let me know that there would be a final payment needed for the interest and I would need to wait and pay on the next bill. I received the next bill on XX/XX/XXXX. That bill included not only the interest I needed to pay ( {$14.00} ), but also the lates fees were still included ( {$71.00} ). I called Barclay on XX/XX/XXXX and spoke with XXXX. XXXX told me to disregard the late fees as it hadnt been adjustment yet because XXXX had not fully submitted the request. XXXX assured me she would take care of it. 
On XX/XX/XXXX, I again received my Barclay bill. It still had the late fees and not a new one since I was considered late on payment since I did not make the minimum payment ; NOTE : If I had made the minimum payment it would have included the late fees that were being waived and I was advised to just pay the {$14.00} XXXX owed by XXXX. At this point, I can not believe I am needing to call a third time to get this resolved, but I call. On XX/XX/XXXX, I get XXXX on the line. XXXX looked at my account and stated that I DID in fact owe the fees. I then asked XXXX to connect me with his manager. XXXX XXXX op # XXXX ) was placed on the line. After researching, XXXX found that the fees had been credited to the old account number instead of the new account number. XXXX assured me it would be taken care of in XX/XX/XXXX hours and the new fees ( totaling {$100.00} ) would be removed as well, since it was obviously their error. 
On XX/XX/XXXX, I again received my Barclay bill and it again was not taken care of. The bill was now for {$100.00} all in fees. I called and got XXXX on the line. I immediately asked for his manager and got XXXX ( op # XXXX ). She assured me a credit for the full amount of {$100.00} would be issued within 24/48 hours. As you can imagine, I am no longer believing a word I am being told. This is the third time I was given this information. I have spent far too many hours trying to resolve this and no one has taken ownership to date and fixed this. This led me to fill with the XXXX XXXX XXXX XXXX XXXX XXXX 
On XX/XX/XXXX, I filed a complaint with them, complaint number XXXX. All the information provided above was provided, as well as a list of items I wanted to ensure were taken care of : 1. Fees removed from my account as of todays date ( XX/XX/XXXX ) XXXX. A letter stating what my balance is with dates included ( should show XXXX  ) 3. Correction to my credit report for any late payments shown. 

In addition to filing this complaint with the XXXX, I also started utilizing social media ( XXXX and XXXX ) to put heat on them to fix this. 

At XXXX on XX/XX/XXXX, XXXX from the Office of the President called me. She stated she received my complaint from the XXXX  and was following up and would be taking care of it from this point forward. She apologized and said I can see from your XXXX  complaint exactly what happened. XXXX assured me she would be back in touch within XX/XX/XXXX hours to give me an update and she also stated that the letter and credit report correction could not be issued that quickly due to legalities they must follow. 
XXXX DID NOT call! I called back on XX/XX/XXXX, and got XXXX. I told XXXX I was expecting her call and she said she did not have any notes about calling me back. I told her she most certainly did give me that time frame because, I assure her, had she not we would not have ended our call on XX/XX/XXXX and it would have been escalated. XXXX again apologized. I was not accepting any more apologies and told XXXX exactly that. I told her exactly what my expectations were and magically she was able to update my account and give me the {$71.00} credit. So you may ask why this didnt happen back on XX/XX/XXXX? I asked that question and she said because I could have received a credit from another department that was working on it too and that would have caused a charge back. As I stated to XXXX, I have no idea what that means and she said they would take the money back. I asked her why that would matter to me. I could care less the amount of work they have to do on their end to clean this up- bottom line- I want it fixed, I want my letter, I want my credit report fixed and I no longer want to deal with their company ever again! I told her as soon as this is fixed I am closing my account and will be telling everyone I know exactly how they do business. I also told XXXX I wanted to speak with her manager, as she also had not done her job. She again stated she didnt remember telling me that and she apologized and said they can listen to the call. I told her I believe that would be a wonderful thing for them to do, since I know she told me XX/XX/XXXX hours. The following are all the items XXXX stated she would be taking care of : 1. Crediting my account for {$71.00} leaving my account at XXXX. She stated during this call that she had already credited my account for {$31.00} on XX/XX/XXXX, which she did not tell me until today. XXXX also stated that she placed a note in my account that states her credit for {$71.00} will stand and that if a credit from the other department was placed on the account, it would not be removed meaning there would be a credit of {$71.00}. She is to call back within XX/XX/XXXX hours to confirm her credit went through. 
2. Ensuring no residual fees are charged to my account. My account statement closes on XX/XX/XXXX and XXXX will be checking my account on XX/XX/XXXX or have another employee do so to ensure there are no fees and if there are to waive them. She will call me back on XX/XX/XXXX to confirm this is taken care of ( she is off on XX/XX/XXXX ). 
3. Send me a letter with what happened on my account breaking out what happened and how it was resolved. XXXX said research is still taking place and it could take up to two weeks to send this. She said she would start working on it right away and that I could expect this via email. 
4. All credit bureaus to be contacted and any late payments reported to be removed. XXXX said that will be taken care of and I should receive my letter within 30 days and it can take about that long for the bureaus to update their records too. 
5. Have her manager call me to talk about her lack of follow up. I informed XXXX at the time that I screen calls. I asked where the call would originate from ( area code ) and she said she didnt know. I told XXXX I generally do not answer calls from numbers I dont know so she would need to have them leave a message if I did not answer. XXXX could not give me a timeframe on when they would call in addition to from where they would call. She kept saying it was procedure. 

On XX/XX/XXXX, XXXX called back to confirm my account now shows a XXXX balance. I asked for her to provide that in writing via email and she said she could not. She then told me her manager attempted to call me twice on XX/XX/XXXX, but I did not answer and per procedure that was all they would do. I told XXXX my phone never rang the entire evening and that another request for them to call needed to be submitted. XXXX stated she could not do that. I then said so they tried to call and I didnt answer and they will never fall back up. She then said they may call you. I said when would that be? She said she didnt know and I said are we talking 3 years, 2 months, 10 days. Again, no answer. XXXX was about as unhelpful as the people in customer service. How can you not fix this and stop the madness? She said it was all procedure and that they are heavily scrutinized. While I am sure as a financial institution they are, I can not imagine that this is the best they can do and I told her that. Again the apologies, but as I told her apologies dont help- ACTION does! 

I would really appreciate you stepping in and getting this fully resolved! I am tired of wasting my time with a bunch of employees who could care less. I personally believe every single person I have encountered is insubordinate. I have truly never seen anything like it. 

Please put yourself in my shoes. What would you expect at this point? I dont think I am asking for more than is due to me or at least I hadnt. I have been asking for just the basic items to clear this up. Now, three months into this, I want compensation. I want them to send me money for my 6+ hours of time I have spend on this ( at minimum {$500.00} ). I want a handwritten letter from the president of Barclay stating he himself looked into this, understands the frustration and provides what his takeaways will be to improve this process moving forward. 

I can assure you I will never be a Barclay customer again. My account will be closed as soon as this is cleared up. I can also assure you anyone and everyone I know will hear what happened. I have worked at two large corporations and have contacts at both and I will spread it to all my friends to ensure they dont get stuck with this disaster of a company. I will also not stop on social media regarding this. They will feel as much pain as I have! I genuinely dont need the money, it is all about principle at this point, and I am relentless when you are talking about my values. I would never put a customer through this- EVER!

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