Consumer complaint received 2024-10-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: BARCLAYS BANK DELAWARE
State: NC

Complaint narrative:
My name is XXXX XXXX I applied for the Barclays XXXX XXXX XXXX credit card. 
I got approved XX/XX/XXXX. When I receive my card, I activated it and I begin to use it. The first time I used it, it got declined. It told me to call so I called. They wanted to verify it was me. I passed a verification. The card was good to go. I use the card. XXXX got approved that same day. I used it again the same thing happened. I had to call, they wanted to verify my identity again I did that transaction Got approved so the next day, which was XX/XX/XXXX I used it again. Everything was good then I used it on XX/XX/XXXX for a cash advance. I took XXXX out the ATM I want it XXXX but the ATM only did XXXX at a time so I did another XXXX it got declined. So then I had called and they told me I needed documents to unrestricted my account so I faxed over documents around XX/XX/XXXX. I called on the XXXX. They said my documents were blurry But my utility bill or bank statement was approved and readable and they told me all I needed to do was resend my Social Security card and my drivers license then I submitted more documents. They receive them on XX/XX/XXXX I called a couple days later they said they were still on the review and I asked, a account specialist if they could verify that my documents were clear and they said yes they are readable so you should be good to go, but we are not the department that verifies them. The next couple days I was calling I was getting hung up on Representatives were telling me different things that I was notified that my account was at the highest level of security and they couldnt tell me why they told me it takes 7 to 10 business days to approve my documents or review them But I decided to send documents by mail also just to be on the safe side so they couldnt say that it was blurry again so then Around XX/XX/XXXX through XX/XX/XXXX I was told that my documents were approved Buy two different departments, but the highest level of security department a representative name XXXX  believe said I needed a Utility bill or bank statement because I only sent my ID or drivers license and my Social Security card. But XXXX said that my ID and Social Security card were approved I informed the lady that the utility bill document have already gotten approved at the end of XXXX. Also XXXX  informed me that no theres a note here that says you sent a credit card statement as the proof of address I said maam, that is my first time hearing this, I said, can you double check the notes and look further and she said OK so she put me on hold for about five minutes then she comes back and she says she found the bank statement that I sent that had gotten approved already so Im getting excited thinking that theyre about to remove the restriction so then Im going to resubmit all your documents back for a second review call back Monday. See if everything got approved already. She really had no explanation so I said you know what I just called back Monday So I decided to call back later that day to see if someone else give me a different answer so I called back a lady name A lady named XXXX answered the phone and she basically says your documents are still under review. They never been approved. I said maam I called earlier they told me that they were approved. She said so why didnt they remove the restriction? I said maam I do not know thats what XXXX trying to find out, she she hung the phone up on me and she was rude. Also, this isnt the first time that XXXX hung the phone up on me. I also filed a complain about her. So I called back a third time to get another answer the same day another representative said basically your documents had been submitted for a second review so now this is going on 30 days I submitted documents and I keep getting the same answer refusing to remove my restriction off my card, I havent use my card since XX/XX/XXXX. Mind you my my account was already good to go around XX/XX/XXXX or the XXXX because different departments told me everything looked good. I just need it for a certain department to remove the restriction so I requested for this to get escalated because this is really out of hand and unprofessional for all the lies that they keep telling me about my account I dont know what it is, but I did everything they asked me to do, so I have this credit card on my credit report that I cant even use and they block me for access to my online account so I cant see anything thats going on so something needs to happen because I cant even get in touch with a manager because they dont take inbound calls I requested for several callbacks. They did call me back once or twice left voicemail, but I was unavailable to answer at the time I dont know whats going on with this detention department or security department that they have but theyre doing whatever they want to do and its not fair and every time a representative read the notes on my account. They treat me differently because of what they read I dont know what they put in my notes, but it has to be something unprofessional and for them to treat me a different type of way when I call because every time they read the notes, they hang the phone up on me or they tell me that my documents are still under review 10 business days is it the 30th business day and theyre still under review

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