Consumer complaint received 2026-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: BARCLAYS BANK DELAWARE
State: IL

Complaint narrative:
CFPB Complaint : Unreasonable Identity Verification Practices and Denial of Account Closure. 

I am filing a complaint against Barclays Bank Delaware ( Barclaycard ) regarding unreasonable identity verification practices that have resulted in prolonged denial of account access, increased identity theft risk, and continued charging of fees despite my inability to access or close my account. 

In early XXXX, a routine transfer of airline miles worth less than {$100.00} triggered Barclays fraud controls. Since then, I have been locked out of my account ( s ) despite repeated attempts to comply with Barclays verification requirements.

Barclays required identity verification exclusively via fax or postal mail to an overseas fraud team. I submitted copies of my Social Security card, drivers license, and bank statement on three separate occasions. Each submission involved additional effort and risk, including updating my bank address and waiting for a new statement to generate solely to meet Barclays requirements. 

Despite these efforts, Barclays provided repetitive and inconsistent feedback, including claims that documents were unreadable or that my address did not match, even after corrections were made. My most recent submission was acknowledged on XX/XX/XXXX, yet I was again given prior feedback, suggesting that documents were not meaningfully reviewed. 

Barclays repeatedly suggested submitting a utility bill, despite my explanation that I am a digital nomad and do not have one. No alternative modern or secure verification method ( such as secure upload, in-branch verification, or callback verification ) was offered. 

What is particularly concerning is that while Barclays claims it can not verify my identity sufficiently to restore access or allow account closure : Representatives can disclose my account balances Barclays can continue to charge an annual fee I am unable to close the account at my request This inconsistency suggests unfair servicing practices. If my identity is sufficiently verified to disclose sensitive account information and assess fees, it should be sufficient to permit account closure. 

Additionally, requiring repeated fax transmission of highly sensitive documents including my Social Security card increases consumer identity theft risk and undermines the stated purpose of fraud prevention. 

Harm Experienced Prolonged denial of account access Inability to close the account Ongoing annual fees while access is denied Significant time loss and stress Increased exposure of sensitive personal information Resolution Sought Immediate closure of my Barclaycard account ( s ) without penalty Refund or waiver of fees charged during the period of denied access Written assurance that no negative credit reporting has occurred or will occur Review of Barclays identity verification practices for proportionality and consumer risk I believe Barclays actions constitute unreasonable and unfair servicing practices and request CFPB assistance in resolving this matter. 

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