Consumer complaint received 2025-04-15 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: KY

Complaint narrative:
Barclay bank Credit Card Problems started in XXXX when my auto payment turn was turned off by its self. My bank card was hacked and was waiting on new card when the payment was due. Customer care contacted me and wanted me to pay over the phone but I denied request and payed the missed XXXX payment on XX/XX/XXXX resetting up my auto payment for it to start back in XXXX payment was held out with auto pay on XX/XX/XXXX. 
XXXX and XXXX payments was not payed, should have been because I turned auto pay back on in XXXX. I didnt think anything of it until I received letter in the mail early XXXX stating my long term assistance program was no longer available and they will not reinstate due to my continued missed payments. 
I called and was gave phone numbers that redirected me to the same people, finally talked to someone that was willing to help then she stated long term assistance plans cant be set to auto pay and I would not be reinstated. I asked to speak to a supervisor. She said there wasnt one available. 
After the payments set to auto pay for over a yr why cant they continue to use auto pay. 

Now this month I get a payment of XXXX held out that should have been XXXX because once again I set auto pay back up in XXXX after finding out it was turned off. 
Please find some way to help me get back on this plan. Im a XXXX Veteran and XXXX XXXXXXXX recipient, I use auto pay because I have trouble remembering to pay online payments. Below are the chat transcripts, I try to use it as much as possible to show proof but they always want me to contact by phone. 

Friday, XX/XX/XXXX at XXXX XXXX  XXXX joined the chat Friday, XX/XX/XXXX at XXXXXXXX XXXX  Wondering why myauto payment was not held out this month. Im on the long term assistance payment plan and havent had this problem. 
XXXX Friday, XX/XX/XXXX at XXXXXXXX XXXX Well keep a copy of this chat for training, monitoring and security purposes. You can find out more on how and why we use your information in our privacy policy in our app or on our website. 
Thanks for your message - we'll answer within XXXX minute Friday, XX/XX/XXXX at XXXX XXXX  XXXX joined the chat Friday, XX/XX/XXXX at XXXXXXXX XXXX Hello, My name is XXXX. Thank you for contacting us about your XXXX XXXX XXXX XXXX. Hope you're doing well. 
I understand and I appreciate you for reaching out about the payment on your account. I'll be more than happy to assist with your concern. Let me check your account for a moment, please. 
Friday, XX/XX/XXXX at XXXX XXXX Im am thank you for asking. Why was my auto payment held out this month. I just a letter in the mail today saying my long term assistance program payment wasnt held out K Not held out Friday, XX/XX/XXXX at XXXX XXXX Thank you for patiently waiting. Upon review, I can confirm on our record show that we have received a payment of {$350.00} on XX/XX/XXXX which still in process. 
Friday, XX/XX/XXXX at XXXX XXXX  Correct I just put that in a few minutes ago. There was supposed to be a payment of XXXX held each month. That didnt happen this month for some reason XXXX  Friday, XX/XX/XXXX aXXXX XXXX XXXX I can also confirm the letter that we have sent to you stating the notice that we haven received a payment for the due date of XX/XX/XXXX, and as I can also confirm that your account is not yet enrolled to an auto payment. I humbly advise to please contact us through phone with our specialist regarding this matter, as I am unable to assist you through chat due to security purposes that placed restriction to process your concern through chat. Rest assured that this is notated. 
I kindly ask you to seek assistance from our specialists through our Customer Care Department. Please contact us at ( XXXX ) XXXX. Agents are available 24 hours a day, 7 days a week, Monday to Sunday, and will be glad to assist you. 

Payments My auto pay was not held out again? Why does this keep happening XXXX XXXX XX/XX/XXXX, XXXX XXXX My auto pay was not held out again? Why does this keep happening Barclays customer service XX/XX/XXXX, XXXXXXXX XXXX  Hi XXXX XXXX : Thank you for contacting us about your XXXX XXXX XXXX XXXX. 

Upon review, we can confirm that on XX/XX/XXXX, the account was enrolled to a Long Term Assistance Program until XX/XX/XXXX. We notice that the scheduled payment was stop and at this point, we humbly ask to please contact our account specialist at XXXX in order to discuss further details of the program and receive an advise on how to move forward on this. Our Account Managers are available to help you Monday through Saturday from XXXX XXXX to

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