Consumer complaint received 2026-06-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: BARCLAYS BANK DELAWARE
State: FL

Complaint narrative:
I submitted a credit application with Barclays Bank Delaware on XX/XX/year>, and due a a fraud alert on my credit report they had to reach out to me via the number on file listed on the security alert on my Experian credit file and submit a copy of my Driver license and son card, to which I did VIA fax .. On XX/XX/year> I received a call from the security fraud department to verify that I submitted the credit application, to which I confirm I did and was approved. I received on card XX/XX/year> and activated it. I also made a purchase on XX/XX/year> and it was successful. I then tired to make a purchase for {$100.00} on XX/XX/year> or XX/XX/year> and it was declined for suspicious activity. I was informed to call in to verify the transaction which I did. I was then informed that the system is requiring I submit documents to verify my identify, to which I sent the documents the agent requested.I was told by management in the security department that the were not legible and to resubmit. They requested my front and back of driver license front and back of my social security card a bank statement within the last 30 days. all documents were sent. each time documents were sent I was told it was something wrong with XXXX of the documents. It started with they couldn't see them due too them being faxed over twice, then I was informed to make copies and relax them to which I did. I was then informed they were not legible. One agent told me that they will not accept any more documentation and the account will remain open and eventually close out due to non activity. I spoke with another supervisor who informed to to mail the documents in and I mailed all the documents in front and back in color and when I called 3 weeks later I was informed that the documents were not legible and they were unable to see the sun card and to resend them. I spent {$18.00} sending them the first time certified mail. on XX/XX/year>. This security department has been very unprofessional, unorganized, miscommunication, and is violation by not adhere to the revenant laws and regulations. I do feel this is an issue doe to my race. I have been informed by other employees that I have spoke with at Barclays that they have heard the same issues dealing with the security fraud department when submitting documents. So this is a on-going issue with this company. The fraud department told me that they could not take a payment over the phone due to the restriction on my account and I had to mail it in. I received a phone call from the collection department while I was on the phone with the security department who just informed me the could not accept any payments over the phone. The collections departments informed men that they can't accept payments ion my account had been closed and charged off, but since my account his still open that payments are accepted over the phone since I did not have access to the online portal. I successfully submitted and have been able to submit my payments with the collection department with no problems. I also noticed that they decreased my credit limit by {$3800.00} which has made a big impact on my credit and has decreased my credit score significantly. There is an issue in the security fraud departments and it needs to be investigated. I am attaching the same documents requested by them to this complaint as well.

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