Consumer complaint received 2025-07-18 00:00:00
Product: Credit card — Store credit card
Issue: Closing your account — Company closed your account
Company: BARCLAYS BANK DELAWARE
State: CA

Complaint narrative:
Date : XX/XX/year> To : Consumer Financial Protection Bureau XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Complaint Against Barclays Credit Card Company/XXXX  XXXX Credit Card Account Closure and Refusal to Update Contact Information Dear Consumer Financial Protection Bureau , I am submitting this formal complaint regarding the unfair and potentially unlawful treatment I have experienced from Barclays Bank Delaware , the issuer of my XXXX  XXXXXXXX XXXX XXXX 

Account Closure Without Clear Legal Basis My account was closed under the claim of XXXX  days due to non-payment. I am currently researching whether this closure complied with applicable credit laws and consumer protection statutes. Barclays did not adequately notify me or provide sufficient explanation prior to closure. 

Denial of My Right to Update Personal Contact Information Today, XX/XX/year>, between XXXX p.m. and XXXX p.m. XXXX, I called Barclays to update my contact information including mailing address, phone number, and email. Despite the account being closed, I am still legally responsible for the debt, and I have the right to receive billing statements at my correct address. 

The representative I spoke with, who identified himself only as XXXX, refused to update my information unless I mailed in copies of the front and back of my Social Security card, my drivers license, and a bank statement or utility bill to a P.O. Box. I explained that this is unreasonable, invasive, and inconsistent with past procedures I have never been required to submit this type of documentation just to update my contact information. 

I emphasized that my personal information has previously been compromised and that continuing to send sensitive mail to my former address puts me at further risk. XXXX refused to escalate the matter to a supervisor or manager, claiming no one was available during those hours. I also requested a copy of the policy requiring this level of documentation, which he stated he could not provide. 

Previous Attempts to Update Information Ignored I had already contacted Barclays in XXXX or XXXX of XXXX  to update this same information. At the time, I was assured the updates had been made. However, when I logged in recently, I discovered that none of the changes had been applied. This continued failure to maintain accurate records is unacceptable and contributes to the risk of identity theft and further financial harm. 

Ongoing Negligence and Customer Service Failures I have been dealing with this issue for over a year. Despite multiple calls and efforts to resolve this, Barclays/XXXX  XXXX has consistently refused to assist me in maintaining accurate and secure account information. The dismissive and obstructive behavior of their customer service representatives is deeply concerning.

Relief Requested I am requesting that the CFPB investigate this matter and require Barclays to : Provide an explanation for the account closure and clarify its compliance with consumer credit laws. 

Immediately update my mailing address, phone number, and email on the account. 

Implement a reasonable and secure identity verification process that does not require sending sensitive documents through unsecured mail. 

Provide a copy of the internal policy requiring these documentation requests. 

Take accountability for the lack of resolution and address the failures in customer service and security protections. 

Thank you for your time and assistance. I am attaching this letter to my official complaint through your online portal and can provide supporting documents upon request. 

Sincerely, XXXX 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