Consumer complaint received 2025-12-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BARCLAYS BANK DELAWARE
State: SC

Complaint narrative:
I am writing to file a formal complaint against Barclays Bank XXXX XXXX Barclays ) for their egregious mishandling of my JetBlue credit card account. This has resulted in significant damage to my credit profile, unnecessary exposure to identity theft risks, and a blatant disregard for fair lending practices and customer security. As a long-standing customer with an impeccable payment history, I have been subjected to incompetent, obstructive, and potentially illegal procedures that have caused me undue financial harm. Despite fully complying with their verification demandsincluding repeatedly providing the exact sensitive documents they requestedBarclays continues to stonewall me, refusing to approve the card or resolve the issues. I demand a thorough investigation into Barclays ' practices, immediate rectification of my account, and appropriate penalties against the bank for their reckless behavior. 
I have been a Barclays customer for over six years, holding their JetBlue credit card during this entire period. Throughout this time, I have made every payment on time and in full, maintaining an exemplary account history. My credit score exceeds XXXX, and I hold multiple other credit cards with aggregate limits surpassing {$100000.00}, demonstrating my strong financial standing and creditworthiness.

The issues began when I attempted to book a JetBlue flight and was presented with a promotion for the JetBlue PLUS card, which offered enhanced benefits. Given my longstanding relationship with Barclays and my existing JetBlue card, I reasonably assumed an upgrade would be straightforward without impacting my credit report. I contacted Barclays customer service by phone to inquire about upgrading my account. To my surprise, the representative informed me that no upgrade option was available and that I must apply for an entirely new card online. I expressed concern about the hard credit inquiry this would trigger, which could negatively affect my credit score, but was assured this was the only path forward. Reluctantly, I proceeded with the online application. 
The application resulted in instant approval, but it was flagged for additional verification. A Barclays representative called me to gather more information. I provided and verified all requested details, including my date of birth, Social Security number, existing card number, address, and annual income of {$600000.00}, which they initially questioned as a potential error, despite it being accurate and verifiable. After this verification, the representative proposed closing my existing JetBlue card with its {$25000.00} credit limit, transferring that limit to the new JetBlue PLUS card, and issuing the new card immediately. I voiced strong objections, as this would result in two major negative impacts on my credit : the closure of a long-standing account ( reducing my average account age and available credit ) and a new hard inquiry. However, the representative insisted this was the sole option, leading me to agree under duress.

The representative then proceeded to close my existing account before finalizing the new one. This was a catastrophic error in process that left me vulnerable. Before completing the transfer, I was transferred to a security department representative, whom I can only describe as unprofessional and obstructive. Despite providing the exact same verification information, and more, this individual claimed they could not confirm my identity. They demanded that I mail physical copies of highly sensitive documents through the XXXX. XXXX XXXX  : my Social Security card ( front and back ), driver 's license, passport, and a utility bill as proof of address. I immediately raised alarms about the severe identity theft risks this posed, especially given the insecure nature of postal mail and my prior experience with identity theft. Barclays ' insistence on this archaic and dangerous method is not only outdated but recklessly endangers customers in an era of rampant data breaches and fraud.

I made over five subsequent calls to Barclays, arguing with multiple representatives about the absurdity of this policy. Each time, I was told there was " absolutely no way '' to submit documents securely via electronic means, such as encrypted email or a secure upload portal. These are standard practices at virtually every other financial institution. Finally, after persistent escalation, one supervisor begrudgingly authorized submission via fax. Lacking a fax machine ( as most modern consumers do ), I was forced to download a third-party app to send the fax, further exposing myself to potential identity theft risks through an unverified platform. Ironically, this was a method similar to one that led to my identity being stolen in the past.

I faxed copies of my passport, driver 's license, and utility bills as requested. Unbelievably, Barclays then deemed this insufficient and doubled down, demanding a mailed photocopy of my Social Security card 's front and back. Despite my strong objections to the risks involved, I ultimately complied with this demand as well. I faxed copies of my Social Security card ( front and back ) over six separate times using the third-party app, each with confirmation of successful transmission and proof of delivery. Yet, Barclays continues to falsely claim they have not received these documents and has refused to approve the card or provide me with the credit I was promised.

This final refusal has been the breaking point, compounded by Barclays ' complete stonewalling at the highest levels. I have contacted their Office of the President multiple times, leaving over 10 detailed voicemails, but have received no response whatsoevernot even an acknowledgment of my calls. This deliberate inaction exemplifies their obstructive tactics and apparent intent to prolong the harm to my credit.

As a direct result of Barclays ' incompetence and inflexible policies, my credit has suffered three major derogatory marks : ( 1 ) the closure of my longstanding {$25000.00} credit line, reducing my total available credit and harming my utilization ratio ; ( 2 ) the loss of that credit line 's positive history from my credit report ; and ( 3 ) the hard inquiry from the new application, which remains unresolved because Barclays has not approved the card despite my full compliance with their demands. Had Barclays disclosed the full ramifications upfront or offered a simple upgrade without closure, I would never have proceeded. Their misleading representations and procedural failures have directly caused this damage.

Barclays ' actions exhibit egregious behavior, including prematurely closing accounts without proper safeguards, misleading customers about application processes, enforcing outdated verification methods that prioritize internal bureaucracy over customer safety, and stonewalling even after customers provide requested documents. These practices pose significant risks to customers, such as heightened vulnerability to identity theft through insecure document transmission, unwarranted damage to credit scores that can lead to higher interest rates on future loans or denials of credit, and unnecessary financial stress from lost credit availability. Numerous complaints filed with the CFPB and XXXX  highlight similar issues with Barclays ' handling of fraud and verification, underscoring a pattern of negligence that endangers consumers ' financial well-being. 
Additionally, Barclays has refused to provide any written decision regarding my application, deliberately stalling the process in an apparent attempt to coerce compliance or avoid resolution. This tactic exemplifies their egregious behavior by withholding transparency and documentation that consumers are entitled to under federal regulations, further exposing me to prolonged credit uncertainty and potential fraud risks. Such refusal violates the Fair Credit Reporting Act ( FCRA ) requirements for timely and written adverse action notices, as well as the Consumer Financial Protection Act 's prohibitions against unfair, deceptive, or abusive acts that hinder consumers ' ability to resolve disputes efficiently.

Furthermore, these actions violate several key consumer protection laws. By closing my account prematurely and reporting it to credit bureaus without ensuring the new card could be issued, Barclays may have breached the Fair Credit Reporting Act ( FCRA ), which requires accuracy in credit reporting and proper notice for adverse actions affecting credit. Their refusal to provide secure, electronic document submission options contravenes the Gramm-Leach-Bliley Act ( GLBA ), specifically its Safeguards Rule, which mandates that financial institutions implement reasonable measures to protect sensitive customer information from unauthorized access or misuse. Insisting on mailing or repeatedly ignoring faxed highly sensitive documents like Social Security cards exposes customers to fraud risks, potentially constituting an unfair or deceptive act under the Consumer Financial Protection Act and FTC regulations. This not only fails to safeguard nonpublic personal information but also smacks of predatory tactics that exploit customers ' trust. Such violations undermine the integrity of the financial system and warrant severe penalties to deter future misconduct.

I demand the following immediate remedies : A full investigation by the CFPB into Barclays ' credit card upgrade policies, verification procedures, customer service practices, and executive response protocols, with appropriate fines and sanctions to prevent future harm to consumers.

Immediate approval of my JetBlue PLUS card application without further demands or delays.

Overnight delivery of the new card to my address on file.

Reinstatement of my original {$25000.00} credit line on the new card, without any additional credit inquiries or closures reported to credit bureaus.

Removal of all negative impacts from my credit reports related to this incident, including the hard inquiry, account closure, and any associated derogatory notations.

Thank you for your attention to this serious matter. I look forward to your prompt action.

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