Consumer complaint received 2026-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BARCLAYS BANK DELAWARE
State: CA

Complaint narrative:
XX/XX/year> : Received voice message that there was a fraud alert on my account. Called number left on message and spoke to someone who told me there was an attempt to change my address and asked if that was me. I replied " No, I have not submitted any address changes. '' I asked if they could tell me the address that was submitted. I was told " No, Barclay 's can not share that information. '' I then asked, " was the address change in XXXX? '' and was informed that it was not in California. I then elaborated " It definitely was not me. I have resided in California more than XXXX  years. '' I then asked what was the remedy and told I needed to submit the following XXXX documents for identification verification : XXXX. Driver 's license - copies of front and back XXXX. Social security card - copies of front and back XXXX. XXXX XXXX XXXX XXXX utility bill with name and address. 

I then sent copies of these documents via Certified Mail to : P.O. XXXX XXXX, XXXX, DE XXXX XXXX/XXXX/206 : Called XXXX and spoke to XXXX to check on status of verification. Her response : " If XXXX XXXXXXXX received it today, documents will be pulled up tomorrow and it takes XXXX days for review. If I fax documents again, it will take XXXX days to receive and XXXX days for review. '' She elaborated there was no way to expedite the process. 

XX/XX/year> : I then made new copies of all the identity documents mentioned above and faxed them on the evening of XX/XX/year> Pacific Time. I also faxed a copy of the Certified Mail cover letter. 

XX/XX/year> I called to XXXX to check on status of documents. I was informed they were rejected because " they were too blurry. '' XXXX/XXXX/206 : I then made new copies of all the identity documents mentioned above and faxed them on the evening of XX/XX/year> Pacific Time. I also faxed a copy of the Certified Mail cover letter and the Fax Cover Letter from XX/XX/year>. 

XX/XX/year> : I called XXXX to follow up and spoke to XXXX who said she would reach out to a specialty team to call me in XXXX hours. I did not receive a call. 

XX/XX/year> : I spoke to XXXX XXXX to check on status. Her response was " The documents were not validated and I can not share the reason why they were not validated. '' After asking her to note that this was unacceptable " customer service '' to not provide reasons for rejection of information or solutions to resolve the situation, '' she said she would leave a message to have someone return my call. I informed her that I was not available between XXXX am PST and XXXX pm XXXX. Of course I received call during my meeting but no vm. 

XX/XX/year> : I decided to call the Fraud/Security Department XXXX XXXX and spoke to XXXX. After explaining my situation, she referred me to XXXX. I explained the situation again to XXXX and her response was " After XXXX tries at document identity verification, our policy is to not move ahead. '' I asked what other remedies for verification since I'm now in a situation where the card is locked, I can't use it, nor can I close the account. I asked XXXX, was should a do? She did not respond. 

XX/XX/year> : I called XXXX and spoke to XXXX, explained the situation and said I was calling again because I had received very poor customer service and an unsatisfactory answer on XXXX. 

XXXX repeated the Barclay 's policy to not move ahead. I then asked her if she had dealt with such situations before. I added that the internet showed lots of issues and complaints with Barclay 's handling of identification verification. She replied that she had but that she did not make up the policy or have any power to change it, and no suggestions how to resolve. There were no supervisors or other people I could talk to ; the best she could do was to leave a message for someone to call me in XXXX to XXXX hours. 

I responded that had been tried before and that I had provided specific times when I would be available to take a call, that the last time this was done I received a call during my appointment. She said she could take notes of my availability but that there was not guarantee that someone could call during those times because " 'they ' had to go down the list to do calls and it might not sync up with the time I'm available. '' I asked " What kind of customer service is that, to make a call when a customer is NOT available? How does that resolve a problem and help the customer? '' I asked her to make note of my concerns. She said she made note of my concerns for whomever would call back.

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