Consumer complaint received 2022-12-02
Company: BARCLAYS BANK DELAWARE
State: TN
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:
On XX/XX/2022 Barclay Bank received AND cashed a complete payoff check in the amount of {$10000.00} sent to them on my behalf by XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXXXXXX XXXX. That payment was never reflected on my account. Barclay Bank has continued to charge me interest since cashing my check and has continued to auto withdraw my minimum monthly payment from my account. 

After becoming aware of the continued theft on or around XX/XX/2022 I called Barclay Bank. A Barclay support XXXX ( name unknown ) instructed me to send proof of payment to XXXX. That email bounced. On or around XX/XX/2022, I again called Barclay Bank to confirm/correct the email address. A Barclay support agent named XXXX instructed me to send the proof of payment to the email address XXXX. XXXX also indicated that she would place a request for the interest charges to be returned to me. 

On XX/XX/2022 at XXXX, I was called directly by Barclay Bank fraud department due to suspicious activity. The fraud department agent resolved the fraud concern and requested a new card. I then requested to be transferred to the resolution department to confirm that my case had been created with Barclay Bank. The fraud agent transferred me to a general support and I again requested to be transferred to the resolution department. The agent transferred me to an agent that identified himself as XXXX, a resolution department manager. 

I reviewed my complaint with XXXX and he indicated to me that the two previous support agents provided me with false information, and that he would document his concerns on my account. He further explained that Barclay Bank does not accept documentation regarding resolutions via email at all-ever, and that there is no request or form that XXXX is authorized to make regarding my interest charges. He then instructed me to fax my proof of payment, the check number, the account number, and a front/back copy of the check to the fax number XXXX. 

At the conclusion of our conversation at XXXX, XXXX indicated that he has thoroughly documented my complaint and our conversation. He instructed me to call the general support number back after submitting the requested information, request the general support agent transfer me to a manager in the resolution department and ask the resolution department manager to review the notes on my file so that I would not have to continue repeating my story each time I call back in. 

After the call with Barclay Bank, I contacted my financial officer ( XXXX XXXX ) to see if she could provide any support in this resolution process and provide me with the information XXXX requested from me. She indicated that she would be reaching out to Barclay Bank directly. After leaving XXXX 's office, I was advised by my attorney to contact Barclay Bank to request my complete consumer file from them and to request that Barclay Bank stop stealing money from me and to freeze all account activity, to stop charging me interest, and to stop taking my minimum payments until this case is resolved. 

I again called Barclay Bank on XX/XX/2022 at XXXX, requested to speak with a resolution department manager, and requested that the XXXX department XXXX ( XXXX XXXX ID # XXXX ) review the notes on my account. She stated that there were no notes on my account regarding the issues in resolving this case. I then spent approximately 1 hour and 35 minutes again reviewing my entire case and finally getting it documented. XXXX ( Agent ID # XXXX ) indicated that it was actually XXXX that had provided me with false information and NOT the two first agents that told me to email. She indicated that she will note the misinformation on my account. She further clarified that she also noted XXXX 's failure to note and document our conversation as promised by him. 

In working with XXXX ( XXXX ID # XXXX ), she created a resolution case with me on the phone. She provided me with the resolution case number XXXX. I provided her with the previous email attempts, and a front/back copy of the check that I was able to obtain from XXXX XXXX XXXX She indicated that I would need to send a letter requesting my complete Barclay Bank account file ( inclusive of all call logs, all agent ID # s, all notations on my account from calls, and the recordings of my calls ) to the fax number XXXX. I will submit a request for that file by XX/XX/2022. 

I also requested if XXXX could freeze my account and payments. She indicated that she was not authorized to honor that request, but that she will submit it to some sort of escalation team, and that I should expect a call from someone on the escalation team within 24-48 hours. She also indicated that she will be requesting that the escalation team review all of my call recordings, and that she was creating some sort of complaint case for that escalation team. The escalation team complaint case number provided to me by XXXX is # XXXX. The call with XXXX concluded at XXXX. 

On XX/XX/2022 at XXXX, I received a call from Barclay Bank phone number XXXX. The caller failed to leave a voicemail. In attempting to return the call, a recording indicated that the number was for outgoing calls only. I then called the XXXX call back line ( XXXX ) provided to me by XXXX at some point during our previous call. I was connected to an Agent ( name unknown ), but I could not hear her because of her poor connection. She then attempted to correct her connection issues and returned to the call, but the quality of her connection remained poor. She then placed me on hold. I believe at that time the agent, without informing me, transferred me to another agent. This alleged new support agent identified herself as XXXX ( XXXX ID # XXXX ). 

XXXX indicated that she was a XXXX XXXX  XXXX. She asked how she should help me. I stated to her that Barclay Bank in fact called me, and that I was returning the call. She then looked at my account notes and indicated that it was possible the escalation team was attempting to reach me, but that she had no further information. She informed me it was " above her head now, '' and that she was unable to help me. I then requested that XXXX transfer me to the escalation team or the escalation team member that attempted to contact me. XXXX indicated that she was unable to do so and that there was nothing she could do for me. 

After expressing disbelief to XXXX, I asked her to confirm the current facts of the call- that Barclay Bank called me, did not leave a voicemail or return contact information, that I had in fact reached Barclay Banks XXXX XXXX call back line that customers are supposed to use to return phone calls to managers, that she was unable to assist me, that she was unable to transfer me to the escalation team or the escalation team member that attempted to call me. She confirmed my summary to be accurate. I then asked her what the next steps are since I apparently can not initiate contact. She indicated that I have to sit around and just hope for another call back from the escalation team and hope even further that I am available when they attempt to call me again at an unidentified point in the future. 

I am also concerned about the annual fee being charged to my account. I am currently of the recollection that my annual fee was to be $ XXXX {$99.00}. The annual fee was not a promotional annual fee. My statement now indicates that my annual fee is {$190.00} as charged to my account on XX/XX/2022. I expect Barclay 's to address this concern as a part of my overall complaint.

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