Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BARCLAYS BANK DELAWARE
State: RI

Complaint narrative:
I have been continually denied service for a balance transfer with Barclays XXXX a total of XXXX times because at first they refused to honor and acknowledge my legal documents which I am the POA for and authorized user on my elderly fathers account and then next, have been flagging it for obscure and false security excuses. The first attempt at the balance transfer had begun on XX/XX/XXXX. After XXXX week I happened to login to the account to check on the progress and that is when I saw a security flag. I proceeded to resend them my POA of which they had requested. I uploaded this to their website as I was unable to send a fax. Next after several more days, I called back to ask what the hold up was. I was then told they had reviewed the POA which was accepted but that I needed to upload a license and passport for identification. I did that immediately and again was told to wait XXXX hours. After hearing nor receiving no communication once again, in any format, I called again Barclays and this time was told the XXXX was illegible. As you can XXXX, I lost my patience. I proceeded to ask for the XXXX customer service because I had been dealing with XXXX representatives. The XXXX representative was very helpful and explained the XXXX was perfectly legible on his end. He advised me for extra assurance to upload other documents to facilitate the process so I immediately uploaded a bank statement and SS card to their site. I again had to wait XXXX hours. On XX/XX/XXXX after a week of calls back and forth I called again after receiving no word on the status of my account security clearance. I immediately asked for the XXXX XXXX and this time, the representative proceeded to tell me that I had to instead wait XXXX business days for clearance. This was absolutely false. They were continually moving the goal post in you will. I demanded to speak with a XXXX at that point The XXXX came on the line and I recounted every single incident in the past XXXX weeks I was dealing with. He was apologetic and looked at my account immediately and saw absolutely no reason for why it was not cleared. He saw the legible XXXX copies of the XXXX, my license, my passport, my SS card and my bank statement. He negated that I had to wait XXXX days and immediately cleared my account for a balance transfer once again. Next he transferred me to a customer service rep who would handle with me the balance transfer. While awaiting that person, I was already completed with the process on their website as the XXXX finally opened up the site for me to do so. It had been paused with a warning for several weeks during this time. I was told that the balance transfer would be hopefully processed in days. Today, XX/XX/XXXX, I went into my cc account and saw there was no moment on the transfer so I called once again and once again was told the transfer was halted yesterday. I could barely hold my anger XXXX more minute and in fact raised my voice in absolute disgust. They have no right to do this. The representatives falsely state excuses and point the blame at me for not answering a phone call of verification that never comes. I have the phone logs to prove there are no calls from them. With another XXXX today, she cleared the way and passed me to a customer service rep to complete yet a XXXX attempt at the transfer. I asked what sort of guarantee I had that I would have confidence in her statements to me and she said there are none. XXXX service!!!! They ought to be closed! I consequently completed the XXXX attempt and was told to answer the call and ironically my call waiting was ringing. I asked her, do you mean like the call that is coming through now? She said no. Then a transcribed message came in i read to her from the voicemail left. It stated it was Barclays calling to verify for the balance transfer that I had been told minutes earlier that it had been suspended. Who am I to believe when none of them know what the other is doing. If this does not get concluded in a matter of days, I am closing the account. I want you to investigate please this incident. I want all recorded conversations from XX/XX/year> and XX/XX/XXXX obtained for evidence of their malpractice in service.

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