Consumer complaint received 2024-03-19 00:00:00
Product: Credit card — Store credit card
Issue: Problem when making payments — You never received your bill or did not know a payment was due
Company: BARCLAYS BANK DELAWARE
State: DC

Complaint narrative:
From XXXX through XX/XX/year>, I was charged late fees by Barclay 's Banana Republic store credit card that I did not know was due. This happened because Banana Republic changed banks, as it had done twice in the more than 10 years that I had that credit card, and Barclay 's did not assume my automatic payments in full that I have been enrolled in through the previous credits cards associated with this account, and Barclay 's did not inform me that that they cancelled my autopay, neither in email, phone, or writing. Therefore, I assumed that the small purchase I made in XXXX ( {$23.00} ) was automatically paid for in full at the time it was due when in fact it was not through no fault of my own. 

When it was brought to my attention three months later what Barclay 's had done ( still not even by Barclay 's but by another of my banking sources ), my excellent credit score, which had for many years been in the XXXX, tanked by nearly XXXX points as the direct and only result of being charged late fees by Barclay 's without my knowledge. 

I called Barclay 's immediately and explained their error ( or maybe it was intentional to generate more revenue that they did not earn ). I asked for the late fees to be reversed and was told that they couldn't. Severely alarmed by what they had done to my credit score, I paid the bill in full anyway and had the card closed. I asked if at the very least they could remove that the payments were late from their records so that my credit score could go back up, they said there was nothing they could do. I waited a few months thinking my credit score would return back to the XXXX and when it did not, in XXXX I contacted Barclay 's again to ask if they could recategorize the " late payments. '' They again said there was nothing I can do. I do not believe this is true and that if Barclay 's wanted to fix their mistake, they could. 

To me, Barclay 's actions at best represent complete negligence and at worst, consumer fraud. They should have communicated to me that they were cancelling my autopay when they took over administering the Banana Republic store credit card. And after being told about their negligence, Barclay 's should have reversed the late charges, particularly since they had access to my 10+ years of information while I had the Banana Republic credit card with not one single late payment. 

Attached you will find my Barclay 's credit card account information, including charges and late fees, as well as my credit score changes which provide evidence that 1 ) In XX/XX/year>, my credit score dropped by XXXX points which is the date that the Barclay 's charge was tagged as being 30 days late, and 2 ) I had an 'excellent ' ( i.e., in the XXXX ) credit score leading up to Barclay 's error.

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