Consumer complaint received 2025-12-04 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: BARCLAYS BANK DELAWARE
State: FL

Complaint narrative:
On XX/XX/year>, my Barclays credit card account became restricted without a clear explanation, and I immediately began attempting to resolve the issue. I was instructed by a senior representative in the XXXX XXXX XXXX XXXX to submit identity-verification documents. I promptly submitted all required documents ( government ID and proof of address ) by late XXXX as instructed. 

Despite full compliance, my account remained restricted with no written confirmation that my documents were received or under review. During this time, I repeatedly received automated emails, texts, and IVR calls instructing me to log in and review my account. However, because my account was restricted, I was unable to log in, and customer service representatives repeatedly stated they could not assist because the matter was with management. This created an unresolvable loop with no access to a live decision-maker. 

In early XX/XX/year>, I was also instructed to submit a payment. I mailed the required payment by certified mail as directed and notified Barclays so they could track delivery. No confirmation of receipt or posting was ever provided. 

From XX/XX/XXXX through XXXX XXXX, I sent multiple written follow-ups to customer service, fraud, and the XXXX of the XXXX requesting : confirmation of document receipt, confirmation of payment receipt, a status update, and a clear timeline for resolution. 

No meaningful written response was provided during this time. 

On XX/XX/year>, after I filed my original CFPB complaint, Barclays submitted a response stating they needed additional time to review the matter. This was the first time any delay or review period was communicated. The response included copies of letters dated XX/XX/XXXX and XX/XX/year>, which Barclays claimed had been sent to me. These letters were never delivered by mail and were only provided for the first time as PDF attachments after the CFPB complaint had already been filed. 

Those letters stated that my documents were still required, even though : the documents had already been submitted weeks earlier, receipt was verbally confirmed by Barclays, and the same documents were referenced in Barclays CFPB response. 

This created a direct contradiction in Barclays records. 

The CFPB complaint was then marked as Closed with explanation even though : my account remains restricted, no written confirmation of document acceptance has been provided, no confirmation of payment posting has been provided, no human point of contact has been assigned for updates, and no resolution has occurred. 

As of today, the underlying issue that prompted the complaint remains unresolved, yet the CFPB case shows as closed. I am filing this new complaint because the companys CFPB response does not reflect what actually occurred, and the account restriction, communication failure, and potential credit impact remain ongoing. 

I am requesting that the CFPB require Barclays to : confirm receipt and acceptance of my documents, confirm receipt and posting of my payment, identify the department responsible for resolution, provide a definitive timeline, restore full account access, and correct any credit reporting harm caused by these delays.

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