Consumer complaint received 2026-01-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: BARCLAYS BANK DELAWARE
State: FL

Complaint narrative:
In XXXX of XXXX I found out ( embarrassingly ) that Barclays had frozen/locked both of my accounts with them for a fraud investigation. I found out while I was attempting to pay my doctors XXXX and the transaction was declined. When I attempted to log into my account, I received a notice that I could not log in and I must call. 

After calling, I was told that my account ( s ) were locked and until I complied with their process I would not be able to access my accounts. In addition to the normal frustration, it was additionally concerning as one of the accounts had a {$10000.00} balance on it and the payment due date was approaching ( XX/XX/XXXX due date ) during this process. I did finally get a mailing address from them and was told to mail it in which I didover ten ( 10 ) days prior to the due date. I no longer received statements nor could I access the account, so I thought everything was fine. 

Over the subsequent XXXX months, I spoke with a Barclays representative almost weekly ( if not multiple times per week ) as I continued to have issues with their verification department. I was initially told to send a copy of my Drivers License, Social Security Card, and a utility bill in to get my accounts unlocks. I was continuously told their department couldnt read something, I needed to send something else, etc. After each time something was faxed to them, it was XXXX business days before they could/would even give an update more with holidays involved. 

In all, Ive sent my DL, ss card, multiple utility bills and even my tax return all to no avail. 
Now we get to XXXX and out of nowhere, I get a notification from the credit bureaus that I have a late payment which Ive never had. It seems that when the $ XXXX payment to Barclays was sent XXXX  days early to ensure timely processing, they didnt process it in a timely manner and the account was assessed a late fee. Again, I was never notified, made aware, and I didnt have access to view. 

Three weeks ago my score was an XXXX now its in the XXXX. When I spoke to Barclays, they reassured me that as soon as the account was unlocked they would fix everything, and I didnt need to worry. That was until today. Today I was told their verification department was unable to verify the account and the process is now over. Over? What about fixing the issue? They said nothing can be done supposedly the accounts cant even be closed. My account is not late there is not balance owed. Barclays is reporting a fraudulent balance on my credit bureau, and I respectfully request that it be removed. 
I have enclosed a summary of all faxes that have been sent to Barclays to show how long this has been going and a screen shot of the message I still get when trying to access my account.

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