Consumer complaint received 2021-09-02
Company: BARCLAYS BANK DELAWARE
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I have applied for the XXXX XXXX XXXX Master card in XX/XX/2021. I was approved and an account was established, however, I never received my physical card. Upon a few inquiries, I learned that additional information regarding identity verification would be required. I happily obliged and mailed in a copy of the front and back of my NJ driver 's license as well as a copy of my tax returns which show my social security number ( in place of a copy of an actual social security card ). I verified these two pieces of evidence would be acceptable before mailing. Fast forwarding several weeks, I kicked-off a series of inquiries and was told that no information was received. I then decided to fax the information using XXXX ( service which thankfully keeps records of time/date and successful delivery status as well as takes pictures of what was transmitted ). I faxed the information on XXXX XXXXGMT ( receiving machine fax ID : XXXX ) and waited a few days before engaging in subsequent follow-up. In my continued follow-up, I was told that no information could be located and then after multiple phone calls, the feedback provided was that not all information has been received ( despite having/offering evidence to the contrary ). I was then asked to resend the information via fax ( mail and fax are the only two allowed methods of transmission and I offered email as well as XXXX as alternatives to helping the company solve their document management process challenges ) which I did on XXXX XXXX-GMT. I then restarted my inquiries with the final one being today where after 2 hours on the phone with a representative and their team lead, they were still not able to locate the documents despite evidence of successful transmission. Hence, I am currently without my card for about a month and a half and the promotion/incentive to have set it up ( linked to spending an X amount in the first 3 months ) is in question. Forgetting for a second the tens of hours spent on the phone as well as the incentive which I will not be able to take advantage of due to the company 's delays, I have significant concerns about the privacy of my data since the company can not seem to find any of the documentation I mailed AND faxed ( twice ). Last but not least, the company stated that they received a copy of my social security card, which is puzzling ( as explained to every representative I spoke with to date ) because I have never sent this information in. There is a clear need for an investigation as to the data integrity and privacy controls at the company based on the inaccuracy of notes taken during my conversations, but more importantly based on the loss of my private information/data. This is not only a violation of privacy laws but goes against all GDPR principles.

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