Consumer complaint received 2025-08-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BARCLAYS BANK DELAWARE
State: VA

Complaint narrative:
Background : My wife is on XXXX XXXX in the XXXX XXXX, and I am her spouse. 

We both applied for the XXXX XXXX during an in-flight promotion in late XX/XX/XXXX. 

The promotion advertised that the first years annual fee would be waived. Before applying, we asked specifically if XXXX XXXX XXXX  and their families also had the annual fee waived. We were told yes. 

The first year, XXXX, the annual fee was waived without issue. 

What Happened : In XX/XX/XXXX, a {$100.00} annual fee was charged to my account. 

On XX/XX/XXXX, I called Barclays. The manager on the line asked for the XXXX XXXX XXXX  service dates, status, Social Security number, date of birth, and enlistment/commission date. I provided all of the information requested. We were assured at that time the fee would be waived and that it might take one or two billing cycles for the credit to show. 

The fee stayed on the account in XXXX, but I assumed it was still processing based on the information preivously provided. 

By XXXX the charge was still there. On XX/XX/XXXX, I called again. This time I was told to contact a different department that handles SCRA issues. That department said I needed to mail or fax in my wifes enlistment paperwork. This was the first I had heard of this requirement, and no one mentioned the XX/XX/XXXX call where we were already told the fee would be waived. They said they would mail me a letter with instructions. 

Impact : I began receiving late and past-due notices about the annual fee. 

To stop it from getting worse, I paid the {$100.00}, hoping it would be credited back to my account once the issue was resolved. 

On XX/XX/XXXX, I received a notice from Experian credit reporting agency saying the account had been reported as delinquent and 30 days past due even though I had already paid the fee and was told earlier it would be waived. 

This entire process has been incredibly time-consuming and unnecessarily stressful, especially given that I was acting in good faith and following the instructions I was given. 

It has caused financial stress and has negatively impacted my credit Concerns : Barclays has not honored what was promised when my wife and I opened the card. 

The information Ive been given has been inconsistent and misleading. 

Verifying XXXX  service does not need to be this complicated. There is an existing online database that banks can use to verify XXXX  status. There is no reason Barclays should be requiring mailed or faxed documents. 

Barclays also should be able to review the XX/XX/XXXX call, since they record customer service calls. In that call, I was clearly told the fee would be waived. 

I believe their actions may be in violation of the XXXX XXXX XXXX. 

Ive made multiple attempts to resolve this directly with Barclays, but the issue is still not fixed. I am asking the CFPB to step in to help.

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