Consumer complaint received 2016-08-13
Company: BARCLAYS BANK DELAWARE
State: NY
Product: Credit card
Issue: Other

Complaint:
This item, a hard inquiry on my credit report that was pulled on XXXX XXXX XXXX, is inaccurate because I already had a hard inquiry pulled on XXXX XXXX XXXX when I first applied for my credit card. I am requesting that the item be removed to correct the information. 
On XXXX XXXX XXXX I went onto the Barclays website to see about requesting a credit line increase. While going through the process of requesting an increase online, I was taken to a new webpage that said there was a system error and that my request could not go through. It told me to call customer service at XXXX to speak with customer service to request an increase over the phone. Because of this error, I did not try to submit another request and instead just wait to speak with customer service at a later time. After trying to read more information about the error issue, I learned that requesting a credit line increase may affect my credit score. Since I had just received a hard inquiry on my credit on XXXX XXXX, I decided to wait until Barclays increased my credit line on their own to not jeopardize my score. I 'm not sure if the error was a Barclays website error or perhaps an internet issue on my end, but I was and still am certain the request did not go through. I never received confirmation by email, phone, or mail that my request went through. I was also never informed of a decision. 
I later received a credit report alert that a hard inquiry was pulled and this is where I was notified that my credit was checked and apparently the request did go through on Barclays ' end. I tried emailing Barclays through my account message center and have also written numerous letters. In this time I have not received adequate help and a proper investigation was not done. I have been disputing this issue since XXXX XXXX. After writing another email in the message center, I called Barclays Bank to try and speak to a manager or supervisor. I spoke with a Barclays Bank manager named XXXX on XXXX XXXX XXXX at XXXX about this issue. XXXX explained that the request did go through on Barclays end however that Barclays ' policy is that typically when someone requests a credit line increase within 30 days of their account opening, that a hard inquiry is pulled. My account was opened XXXX XXXX and I tried to request an increase on XXXX XXXX. That 's over 30 days. According to their policy, this inquiry should therefore be removed. 
XXXX explained that as a manager he could n't retract a hard inquiry on someone 's credit report. He suggested I try writing to the credit bureaus and possibly try contacting the Federal Trade Commission. I have contacted both and so far have only received a response from XXXX, the credit bureau that has reported the unauthorized hard inquiry on XXXX XXXX. XXXX said I should contact Barclays, the creditor, about removing the inquiry as the creditor is the only one that can do that. 
In my last dispute letter to Barclays on XXXX XXXX, XXXX I enclosed a call detail record from XXXX XXXX so they could see I spoke with Barclays about this issue verbally. All written conversations are available in the message center and hopefully all mailed letters have been added to my account by their team. 
I have yet to hear back from them in regards to my last letter. However, I am aware it takes up to 30 days. I 'm not sending in a complaint about not hearing back from them. I am sending in a complaint because I have been fighting this issue for months and know they will continue to ignore their own policy and not remove the incorrect and unauthorized hard inquiry.

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