Consumer complaint received 2026-07-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BARCLAYS BANK DELAWARE
State: MA

Complaint narrative:
I am submitting this complaint regarding Barclays Bank 's handling of the fraud investigation on my newly opened Barclays XXXX XXXX XXXX account. While I understand and appreciate the importance of fraud prevention, I believe Barclays has failed to conduct its identity verification process in a reasonable, consistent, or timely manner despite my full cooperation. On XX/XX/XXXX, I applied for and was approved for a Barclays XXXX Plus XXXX account, which included a promotional offer of XXXX XXXX points after meeting the required minimum spending requirement within 90 days. My intent was to use these points for upcoming travel this summer. I received the card on XX/XX/XXXX. On XX/XX/XXXX, I used the card to pay the taxes and fees on XXXX airline tickets without incident. On XX/XX/XXXX, my XXXX and I attempted to purchase approximately {$1000.00} in XXXX gift cards at XXXX. We intended to load the gift cards to our XXXX account because we regularly purchase our groceries through XXXX, and this purchase would help satisfy the promotional spending requirement. The transaction was declined. Later that day, we made a small purchase of {$10.00} at XXXX XXXX, which was approved. Shortly afterward, I received a fraud alert from Barclays and immediately called the XXXX Department. I confirmed that I had authorized the transactions. I specifically asked the representative whether my account was available for immediate use without restrictions, and I was told that it was. Relying on that information, I returned to XXXX later that evening and attempted the purchase again. The transaction was declined a second time. When I contacted Barclays again, I was informed that my account had been frozen and that I would need to provide documentation to verify my identity. Since that time, I have fully cooperated with every request made by Barclays. Before each submission, I specifically confirmed with Barclays XXXX Department representatives which documents would satisfy their identity verification requirements. Despite following those instructions, I was later informed that the very documents Barclays had approved were unacceptable, resulting in repeated delays and additional document requests. On XX/XX/XXXX, I faxed : -my XXXX XXXX as proof of my Social Security number, -my Massachusetts driver 's license as proof of identity -my mortgage statement as proof of address. When I called Barclays on XX/XX/XXXX, I was informed that these documents were no longer considered acceptable. I was instructed instead to submit my XXXX Form XXXX, a bank statement, a utility bill, and another copy of my driver 's license. On XX/XX/XXXX, I faxed : -my XXXX Form XXXX -my Massachusetts driver XXXX license ( front and back ), XXXX XXXX XXXX statement -a recent National Grid utility bill XXXX XXXX, to eliminate any concern that the faxed documents might be unclear, I also mailed copies of these documents via XXXX XXXX Mail that XXXX XXXX I retained the certified mail receipt and XXXX tracking confirmation, which shows that the mailing was picked up by a Barclays employee at XXXX XXXX. on XX/XX/XXXX. When I called Barclays on XX/XX/XXXX, I was informed that my driver 's license copy was allegedly too dark and illegible. I was then told that I had made too many attempts to verify my identity and that my case had been referred to the Investigations Department. This was the first time anyone informed me that there was a limit on verification attempts. No Barclays representative had previously advised me that repeated submissions could negatively affect my case. On XX/XX/XXXX, after being informed that the copy of my driver 's license was not sufficiently clear, I immediately faxed new copies of the front and back of my Massachusetts driver 's license. To eliminate any possibility of readability issues, I submitted both XXXX and black-and-white copies that were lighter and clearer than my previous submission. On XX/XX/XXXX, I again contacted Barclays for an update. I was once again told that my driver 's license was illegible. I was also informed that Barclays had no record of receiving my certified mailing, despite XXXX tracking confirming that a Barclays employee picked up and accepted the mailing at XXXX a.m. on XX/XX/XXXX. I was further advised that the investigation would take approximately XXXX days. Throughout this process : -I have contacted Barclays approximately XXXX times seeking updates because Barclays has never proactively contacted me. -Every fax transmission was successfully completed, and I have retained confirmation records. -Before every document submission, I confirmed with Barclays representatives which documents would satisfy their requirements, yet I was repeatedly told afterward that those same documents were unacceptable. -When Barclays informed me that my driver 's license copy was unclear, I immediately submitted clearer replacement copies, yet the issue remained unresolved. -Barclays informed me that I had exceeded the number of permitted identity verification attempts only after multiple submissions and never disclosed beforehand that such a limit existed. -Barclays has provided no written explanation regarding the status of my investigation or why my identity has not been verified. -Barclays has never contacted me with an update. Every status update has required me to initiate contact. -I have fully cooperated with every request made of me. Although my account remains open, it has been frozen since XX/XX/XXXX, effectively preventing me from using it. Barclays nevertheless assessed the annual fee, and my account balance, including the annual fee and the XXXX approved purchases, totaled {$130.00}. I paid the balance in full before the payment due date. As a result of Barclays ' prolonged investigation and inconsistent handling of my identity verification, I have been prevented from meeting the promotional spending requirement through no fault of my own. Barclays ' actions have substantially reduced, and may completely eliminate, my opportunity to earn the promotional bonus that was a significant reason I applied for this account. I respectfully request that Barclays : -Complete its identity verification and investigation without further unnecessary delay. -Remove the restriction on my account if my identity has been satisfactorily verified. -Extend the promotional spending period by the amount of time my account has been frozen or, alternatively, honor the promotional bonus because Barclays XXXX actions prevented me from satisfying the spending requirement. -If Barclays is unwilling to provide the promotional opportunity that was advertised, refund the annual fee charged to my account. -Provide a written explanation of the basis for the continued restriction on my account and the status of its investigation. I have retained copies of all documents submitted to Barclays, including the identity verification documents transmitted by fax and by XXXX XXXX Mail, along with fax transmission confirmations and XXXX XXXX records. While I have attached the documents most relevant to this complaint, I am happy to provide additional documentation upon request if it would assist in the review of this matter. I have acted promptly, honestly, and in good faith throughout this entire process. I have provided every document Barclays requested, maintained records of each submission, paid my account on time, and repeatedly attempted to resolve this matter directly with Barclays. I respectfully request the Consumer Financial Protection Bureau 's assistance in helping bring this matter to a fair and timely resolution. Thank you, XXXX

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