Consumer complaint received 2020-06-12
Company: BARCLAYS BANK DELAWARE
State: VA
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:
On XX/XX/XXXX I made a full monthly credit card payment of {$56.00} to Barclays bank. Due to an error, the payment was returned by the bank. 

I was notified by Barclays on XX/XX/XXXX that the payment had been returned. Immediately upon being made aware of the issue I made the full payment. 

On XX/XX/XXXX, I became aware that Barclays had assessed me a {$39.00} returned payment fee and a {$19.00} late fee due to the payment issue. I felt this was unnecessary and excessive given that I corrected the payment issue immediately upon being informed and given that the total fees were {$58.00} on a payment amount of {$56.00} ( over 100 %! ). I called Barclays to request forgiveness and leniency and was informed that they could not waive the fees over the phone but that I could write a letter to their corporate office. 

I wrote the letter explaining the issue and requesting the fee waiver. 

On XX/XX/XXXX, Barclays assessed me an additional {$19.00} late fee. 

On XXXX, I received a response from Barclays confirming receipt of my request for the fee waivers, but that they couldn't complete the request because the request must come from the primary cardholder ( I am the primary, and only, cardholder ). The letter indicated I could call again to have them complete the request. 

On XXXX, I called Barclays to let them know that I was the primary cardholder and to please complete the request. The agent told me that she could waive the late fees but not the returned payment fee. I agreed this would be satisfactory for me, but then she returned and indicated that she could not waive any of the fees. I requested to speak with a supervisor, but after over an hour on the phone, I was told that none were available and that they would call me back regarding Complaint ID XXXX. 

After this conversation, on XXXX, I immediately paid the full balance to avoid the assessment of any additional fees. 

On XXXX, I received a call back from an agent who offered to waive one of the {$19.00} late fees. I indicated that I was appreciative of the offer, but I felt it was still insufficient and I requested again to speak with a supervisor. After waiting for a long time ( again, on the phone for over an hour ), I was told that a supervisor would call me back within 30 to 45 minutes. I never received a call back. 

On XX/XX/XXXX, I again called to indicate that I had not received a call back. The agent apologized for the lack of a call back. After explaining the issue, the agent indicated that they could not waive any of the fees. I again requested to speak with a supervisor and was told that none were available, but that I could get a call back within 5 to 8 business days regarding complaint XXXX. 

This process has been extremely frustrating and unfair. If Barclays would waive half of the {$80.00} in fees they have charged me, I would still feel it was excessive but I would be satisfied.

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