Consumer complaint received 2025-03-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: BARCLAYS BANK DELAWARE
State: NC

Complaint narrative:
My two Barclay 's credit cards were disabled in late XXXX after I changed my mailing address. I am also unable to access any online portal ( website or app ). 

Customer Service Call on XX/XX/XXXX - The rep verified I had a hold on my account unless I can produce documentation of my new address. It is the address of a virtual mailing service that I pay for to open and scan my mail when I travel. This is a service that thousands of people use, verifiable on XXXX, and something where I signed paper work with the USPS to enable them to handle my mail. I said I don't live there but I do have a legal permanent address. The rep said I need to send documentation that other banks send mail to the virtual service ( which they do ), but only via snail mail or fax. I said I do not have a fax, and USPS will take too long and I need to use my cards for daily purchases. The rep said she had no other options so I asked to speak to a manager. She said someone would call me. They did not. 

Customer Service Call on XX/XX/XXXX - A different rep again verified the hold on my account for the same reasons This time, they said I must mail or fax a front and back copy of my drivers license or social security card. I ask what their process was for handling that information since it is sensitive to my identity. The rep told me that she could not and would not tell me that information. I said I do not feel comfortable sending copies of these documents in this way, especially without verification of the process they take once they have them. I offered to change the address to my legal permanent address instead. She would not make the change. I then requested to please close my accounts. She said she would not close my accounts without documentation so they will remain open and disabled. I again asked to speak to a manager, and the rep declined. 

Formal Complaint Call on XX/XX/XXXX - I called the formal complaint telephone number on Barclay 's website. I explained the situation a third time, offered to change the address to my permanent resident address or close the accounts. The rep said he would not take any action without these sensitive identity documents. When I asked what the formal complaint process entailed, he said he would make a note of the complaint on my account. He said he did not know the complaint process or what would happen to the complaint after he noted it on my account. I asked how I can receive confirmation of my complaint ( such as sending a copy to my email on file ). He said he could not do that. I asked to speak to a manager again, and have not received any follow up. 

So now, I have two useless open but disabled credit cards, including one with significant miles accrued. Barclays says they are protecting my identity, yet they can not assure me the documentation they request will be safe, nor offer to resolve this issue in any other way. At this point, I want reimbursement for my unused miles and to completely close these accounts.

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