Consumer complaint received 2025-10-23 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: CO

Complaint narrative:
To whom it may concern : I am writing as a follow up to my complaint made on XXXX. The complaint number is XXXX. I received a response from the company following their " investigation '' that made no provision for reviewing my documentation on the matter. My documentation includes notes made during discussions with Barclay customer service personnel, bank statements and the confirmation number I received from Barclay when my account was settled. None of this was reviewed by the company and therefore I had no opportunity to present the facts of my case to them before they reached their conclusion. My original complaint can be found at the bottom of this document. My response to the conclusions they reached are as follows and I would ask for more assistance than you have provided to date : XXXX XXXX XXXX XXXX XXXX Barclays Bank Delaware XXXX XXXX While I do appreciate your response, what you did in no way resembles an investigation. Here is the definition of an investigation from the XXXX XXXX XXXX : investigate verb investigate in-ve-st-gt investigated; investigating XXXX XXXX XXXX transitive verb to observe or study by close examination and systematic inquiry What I received from you was nothing more than a reiteration or a regurgitation of what I have heard repeatedly from Barclay personnel for nearly a year . You made no attempt to address the following issues I raised in my letter. 

XXXX. For instance, I mentioned the Barclay back room staffer who requested I fax him the documentation I had accumulated over several months that includes the statements I received from my bank proving the XXXX payments ( XXXX and XXXX made on XXXX ) I made were never returned to me. You showed no interest in reviewing the notes I kept, my documentation or my bank statements and reaching your conclusion. 

When would you like to see those in order to inform your investigation? 

XXXX. You didn't address the fact that Barclay customer service confirmed my account was settled and gave me a confirmation number for that settlement.

What is your explanation for the representative giving me a confirmation number and when would you like that number to inform your investigation?

3. I know from repeated conversations with Barclay customer service that those individuals keep detailed records. Did you look at the record of the above conversation when I received the confirmation number my of settlement? 

When would you like to review my notes of this conversation? 

XXXX. Your response does not reflect you talked with the back room staffer about our conversation or asked him why he gave multiple reasons that my account wasn't settled. Nor did you ask him why those reasons changed when I challenged him with my notes. 

When will you talk with this individual and review the notes of that conversation? 

XXXX. You offered no explanation to counter information I received from my bank indicating the XXXX payments made in XXXX were in fact taken from my account and not returned. In my conversation with my bank I informed them Barclay was insistent they were unable to take those payments from my account because the funds were insufficient. They stated categorically your assertion was wrong. During that conversation, we both were looking at copies of my account statement. Those are the statements you have shown no interest in viewing and have provided me no way to submit them to you and have shown no interest in viewing them at all. 

When would you like to see those statements and how can I forward them to you?

Over time I had considered the unprofessional interactions I had with Barclay personnel where they would contradict each other and make statements contrary to the record, where I would have to point them to the record of our past conversations to straighten them out as mere ineptitude. Now, I receive a similar communication from you, the individual that was supposed to conduct an investigation and didn't, and it begins to look like systematic dishonesty. 

In addition to my communications with the FDIC, I am now forwarding my notes and communications to my state authorities in Colorado. I have been honest. I have kept good notes. I have a significant volume of documentation and I'm not afraid of scrutiny. I would ultimately hope that you would in fact conduct an investigation and look at the extant documentation that confirms my account was settled, that I received a confirmation number from XXXX customer service indicating I had met the requirements and the matter is resolved. 

Sincerely, XXXX XXXX. 



To whom it XXXX concern : In XXXX I had an overdue balance on my Barclay Aviator Advantage MasterCard ending in number XXXX. On XX/XX/XXXX I was told by a Barclays representative at XXXX that Barclays was willing to settle my account for {$5800.00}. I was told there were XXXX milestone payments I would need to make to settle the account. The first needed to be made by XX/XX/XXXX, the second needed to be made by XX/XX/XXXX and the third and final payment was to be made by XX/XX/XXXX. In attempting to reach Barclays and settle my account I talked to a number of different representatives and several of them seem to have a different set of facts and understanding of the settlement. The settlement number is XXXX. A few of the representatives could not find any record of the settlement during our conversation. Honestly, this was disconcerting and it made me wonder what kind of an establishment I was dealing with. On XX/XX/XXXX of XXXX I made a payment of {$1900.00}. On XX/XX/XXXX I made a payment of {$1900.00}. On XX/XX/XXXX of XXXX I made XXXX payment of {$1900.00} in the payment of {$3900.00}. Those XXXX payments were actually made on XX/XX/XXXX of XXXX, but as was typical it took XXXX to XXXX business days for the money to actually leave my account. When I talked to the XXXX representative on XX/XX/XXXX to make those XXXX payments she assured me that our settlement had now been completed and she gave me a confirmation number of XXXX. 

Subsequently, I have continued to receive communication from Barclay offering to settle my account. I initially ignored them but responded to a contact when the context became persistent in response to these persistent notifications I called the Barclay number on one of the letters. The representative told me I had an outstanding balance of {$11000.00}. When I stated my account had been settled and offered the settlement number and the confirmation number the representative said my case had been handed over to XXXX for collections. The representative gave me a number of XXXX to make contact with XXXX. I called XXXX on XX/XX/XXXX at XXXX PM and spoke with a representative of that company who assured me Barclay had in fact not referred my case to their company. The representative encouraged me to call the Barclay " back room '' to get to the bottom of the situation. When I talked to the individual at the Barclay back room number XXXX I was told that I in fact did owe the amount of {$11000.00}. When I attempted to inform the individual we had reached a settlement and to provide him the settlement number as well as the confirmation number that the account had been settled he first stated the account was not settled because I made the last payment late. I assured him I had not and that I kept notes of my conversation with the XXXX representative at the time of those payments and that's when she gave me the confirmation number that in fact the account had been settled. I have that note also to this day. Then he changed his argument to state the last two payments made on XX/XX/XXXX of XXXX in the amount of {$1900.00} and {$3900.00} were not honored by my bank, XXXX XXXX XXXX and therefore the account had not been satisfied. Prior to my conversation with the XXXX representative, I spoke at length with XXXX XXXX XXXX to confirm the last two payments had been made and they referred me to my bank statement for XX/XX/XXXX, which I was viewing online at the time. I've attached a copy of my XXXX, XXXX and XXXX bank statements that reflect the payments I made and show that those two payments made in XXXX in fact left my account and went to Barclays and were honored by ENT and not returned. At this point the representative got somewhat belligerent and refused to listen to the facts for which I have kept careful notes. It became apparent the discussion was not making progress and I asked the representative where we go next. He told me I would need to fax a letter and provide copies of my bank statements and Barclays would consider the situation. 

I am writing partly to respond as requested by Barclays, but equally to express my concern over Barclays continued confusion regarding my account, the status of my account and how freely and irresponsibly they seem to be handling this financial situation. The communications have been inconsistent. The representatives I have talked to have given me contradictory information-just as did the representative in the Barclays back room. It strikes me a financial institution should have certain and consistent in concrete records of my financial transactions. I ask you to look at the documents I provided in the notes I have kept to see that in fact I have satisfied the requirements Barclays initially made of the back at the end of XXXX. One of the most recent communications from Barclays states that I have an outstanding balance of {$18000.00}. Each communication, whether by mail, email or in person seems to involve a new and varied account balance.

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