Consumer complaint received 2025-04-25 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Privacy issues
Company: BARCLAYS BANK DELAWARE
State: OR

Complaint narrative:
I opened an XXXX XXXX XXXX ' Credit card in XXXX. The primary reason I opened the card was because I shopped at XX/XX/XXXXXXXX often and appreciated the rewards that I could access with the credit card. I used the credit card on the day that I opened the account and had a balance due. I downloaded the Barclay app from the app store in mid XXXX to make sure that I could set up automatic payment options for my new Barclays card ( The XXXX card from XX/XX/XXXXXXXX ). While creating an account on the bank app - I was unable to add my banking information and kept receiving an error message that said they could not add my information at this time. I drove to my nearesXX/XX/XXXX XXXX store in the beginning of XXXX to try and make a payment in the store, I also made an additional purchase on the card at this time, but was informed that they did not accept credit card payments in the stores and that I would have to contact Barclays directly or I could download the XXXX XXXX app from the app store and that the apps would link and that would allow me to make payments on that platform for my Barclays account. I downloaded the app from the app store, signed in and it immediately linked to the Credit Card number from Barclays - however, as soon as it linked to the Credit Card information, I noticed that in my account information, 9 new, and unknown to me, addresses and payment methods were showing in my account. This worried me as it appeared that one or both of the apps had a security breach and I was worried about my personal information and payment information. I immediately called Barclays to let them know about the problem I was having paying the bill as well as the security concerns I had about my account and asked for guidance and support in getting my account secure and paying my bill. Barclays told me that the apps 'were not able to be linked ' which is incorrect and not something I am able to do or not do on my own, it was automatic through the XXXX XXXX app - and that because no 'actual " fraud had occurred that there was nothing they could do to protect my information or ensure my account was secure. Barclays only allows for ACH payments in order to pay a bill and I expressed to them that I did not feel safe giving them my banking information without assurance that my account was secure and that they had taken the security issue seriously. I also asked if there was a way that I could pay with my debit card instead of bank account information- which would give me more security if someone had access to my account. I was told that they could not accommodate any request and was not offered any support with security or my account. XXXX, the representative that I last spoke with on Friday XX/XX/XXXX, said that I could give her my banking information, she would charge my total and then immediately delete my information and that would ensure that my bank information would be safe. I agreed with that plan and said I would try and get XXXX XXXX to help with the account security, since Barclays said they would not and could not support. We went through the steps to add my bank account information, she read me the disclosures and charged my account and then read me a disclosure to delete my payment information and she deleted it. I then called XXXX XXXX to file a complaint about what had happened, and also received no support or security assurances, and then moved on. On Thursday XX/XX/XXXX, I received a call from Barclays that my credit card account was past due for a payment, I had accrued a late fee and interest. I called them back and immediately expressed confusion as I had paid this bill with XXXX on the XXXX and had a confirmation code. The representative then explained that yes she could see my payment on the XXXX, but since I had deleted my bank information, the payment did not process. I immediately got incredibly upset - explained all of the problems again, expressed that I did not trust Barclays and did not feel that they were adequately protecting my account and was told that I was welcome to make a payment or have my bill continue to be past due. Ultimately, the rep waived the late payment fee and interest and I allowed my banking information to be held on file but I told them that if any fraud happened on my account, I would pursue legal action due to their negligence and unwillingness to investigate, remedy, or support their customer with a security breach/problem. I am very unhappy with this response and the customer service I have received. I am worried that my bank account information is unsafe- which causes unnecessary stress, as I am worried that if that information is stolen or breached I would experience financial ramifications with extreme impact to my family and financial safety. I do not believe that Barclays took the appropriate steps to protect my security and are not in compliance with FDIC regulations or protocol in regards to account security. I did speak to several Barclays employees as well as the Fraud department who expressed that since nothing had happened YET, there was nothing to be done. Except that I do have the photos of the financial information and addresses that appeared in my XXXX XXXX account when the app connected to Barclays. I will likely close this account which will have a negative impact on my credit as I had to have a hard inquiry when opening the account and am frustrated that this bank is able to operate in a way that leaves customers at risk and impact their financial security. I am frustrated that I have spent over XXXX hours on the phone with XXXX XXXX and Barclays in an attempt to remedy a problem that they should be trying to fix and take seriously. I am frustrated that I have had to spend the last week of my life scared that someone will steal my banking information and the fear, anxiety and stress of a situation that would impact my ability to pay my bills and care for my family.

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