Consumer complaint received 2026-07-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: BARCLAYS BANK DELAWARE
State: PA

Complaint narrative:
Formal Complaint Regarding Repeated Identity Verification and Delay in Activating My JetBlue Credit Card Account I am submitting this formal complaint regarding the handling of my JetBlue Credit Card application and the repeated requests for identity verification after my application had already been approved. On XX/XX/year>, I applied for the JetBlue Credit Card. As part of the application process, I was asked to provide documentation to verify my identity. I submitted copies of my Social Security card, passport/driver 's license, and proof of address by both fax and U.S. Mail . Throughout the verification process, I had numerous conversations with representatives regarding the quality of the faxed documents, as they indicated the images appeared too dark. To resolve this issue, I mailed clear, legible copies of each required document. On XX/XX/year>, after several weeks of back-and-forth communication, I spoke with a XXXX who confirmed on a recorded call that all of my identity documents had been successfully received, reviewed, and approved. Following that approval, I was transferred to another department to complete an additional identity authentication using information from my credit report. The XXXX called the telephone number associated with my credit report, and I successfully completed that verification process. After successfully completing every requested verification step, I was informed that my application had been approved, my credit card account had been established, and my JetBlue Credit Card had been issued and mailed. I received the card on XX/XX/year>. However, when I attempted to activate it, I was unexpectedly transferred back to the verification department. I was then informed that my identity documents were allegedly not legible, despite the fact that I had already been told on XX/XX/XXXX that the documents had passed verification and my account had been approved and opened. This is contradictory and unacceptable. My account should not have been opened and my credit card should not have been issued if my identity verification had not been successfully completed. Furthermore, I submitted my documents multiple times by both fax and mail, including clear scanned copies, and I was expressly advised that the verification process had been completed successfully. I am requesting the following : Immediate activation of my credit card without requiring me to repeat the identity verification process that was already completed. A written explanation for why I was told on XX/XX/year>, that my documents had been approved and my account had been established, only to be told after receiving the card that the same documents were allegedly unacceptable. A review of the recorded telephone calls and my application file to determine why conflicting information was provided by different representatives. Confirmation that my account remains in good standing and that these delays will not negatively affect my credit or my ability to use the account. I have fully complied with every request made during this process and have provided all required documentation multiple times. I expect this matter to be resolved promptly without any further unnecessary delays or duplicate verification requests. I have even attached all the documents that were sent to them along with this 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 explanation