Consumer complaint received 2022-07-26
Company: BARCLAYS BANK DELAWARE
State: CA
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:
We made online payments to our Barclays credit card via our checking account with XXXX XXXX. Barclays sold our account to XXXX Bank in XXXX, but we were never notified and didn't find out until we tried to use the card in XXXX and it was declined. When I called the company we were then informed of the transfer to XXXX and they stated that we never made our XXXX payment, which we did, but we paid it, the same as always, from XXXX XXXX directly to the account we had on file ( XXXX ). 

We didn't receive our notice of the change and a replacement card until XXXX. 

The XXXX online payment was for {$400.00} dollars and XXXX never received the funds. The old account number we used to pay to XXXX is no longer attached to an account ( they closed the account when they sold it ) but that's where XXXX XXXX sent the {$400.00}. 

XXXX reported against our credit for being late, even after we explained the situation to them. We were left with {$400.00} missing and forced to come up with additional money, not in our budget, to pay them ( we have since paid that account off in full ). 

We stated a claim with XXXX XXXX on XX/XX/XXXX to find our " lost '' {$400.00}. Since then we've had 5 communications between us, XXXX XXXX, and Barclay. As our XXXX XXXX repo put it to Barclays on XX/XX/XXXX " XXXX things happened, you took their money and kept it, you took their money and passed it on to XXXX, or you refunded their money. You never refunded it, and XXXX never received it, which means you've kept it. " : The manager on the phone for Barclays admitted a mistake was made and promised to refund the money to our XXXX XXXX account on that date ( XX/XX/XXXX ) ; the rep from XXXX XXXX ensured he had the correct account and routing number. 

We were told this could take between 7-10 business days. 

Nothing has been resolved as of today ( XX/XX/XXXX ). 

We called again today with XXXX XXXX on the line, and they claimed they were " looking into it '' and it could take up to three ( 3 ) billing cycles. A billing cycle is a month, and it's already been 3 months ; they want us to wait an additional 3 months for an answer, and we are tired of the run around and being out the {$400.00}. It's nothing for a bank like Barclays, but a lot for us. If we refused tro pay for 3-6 months our credit would be in the dumpster and we'd have tons of late fees and penalties, but they can hold or money forever and make US jump through all the hoops when the issue is 100 % of their making. THEY sold the account and never informed us ( like I said, we never got the notice and XXXX  backed replacement card until XXXX ; the account was sold apparently, in XXXX ). How is it okay for them to do this to us, bue we have no recourse to them. 

As a result of their error, we have a missed payment report from XXXX on our credit when we did pay ( just to the wrong people ... because we didn't know yet that the account had been sold. 

This last communication with Barclays this morning was the final straw for me. I want someone to hold Barclays accountable for the {$400.00} they took from us and I don't want this to happen to other people. This whole situation is incredibly shady. 

XXXX wasn't any better in this situation as their customer service number has, for months, gone to a dead-end voicemail, and it took weeks to get a human on the phone one-time, only to be told they never received our payment. Almost immediately after, all their systems have " been down '' ... and they're " working on it ''. 

The main issue is with Barclays who still have our {$400.00} three months later.

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