Consumer complaint received 2024-04-17 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: CO

Complaint narrative:
I have had this credit card for roughly a year or so. Every single account and credit card I have is on auto pay, every single one. This Frontier card has been no exception, I would know if I logged in every month to pay this card. It was setup on auto pay, I just happened to see an email saying I didnt make a payment this month, after it was apparently late. I reached out to them and they essentially told me I am wrong and I log in every month. I have 6-7 credit cards and I have not paid a late fee on them ever, this is the only card. I went through my emails and the ONLY time they send you an email for a payment is when you schedule it online. I have received 4 emails, all 4 emails coincide with my 4 recent EXTRA payments in the last 2 months, on top of the minimum payment due. This was their reply : Thank you for contacting us about your Frontier Airlines XXXX XXXX. We appreciate you taking the time and effort to reach out to us regarding with your late payment fee. 

Upon review of your account, we can confirm that you manually scheduled your payment on our website since XX/XX/2023. 

You can confirm the status of your payment by selecting the Payment Activity link located under the Payments tab on your account homepage. Also, the box in the center of the account homepage will display your payment status. If we have not received your payment, this box will show the minimum amount due as well as the due date. Once your payment has been received and satisfies at least your minimum due, a badge labelled Paid will display next to the Minimum Payment and/or Statement Balance, as well as the phrase No Payment Due at This Time. 

When we receive a payment that is not at least the amount of the minimum payment due by XXXX XXXX  ET on the payment due date shown on your monthly statements, a late fee is applied to the account. 

To avoid fees in the future, you have the option to make your payments automatically each month. You can enroll by clicking on the Repeat Payments link located under the Payments heading displayed on the account homepage. On the next page, choose the amount you wish to pay by selecting Minimum Payment Due, Statement Balance, or Other Amount. 

You can schedule your payments to be paid up to 10 days prior to your payment due date, or on your due date. Once you've made your selections, click Review and Verify. If everything is correct, select the button that says Enroll in Repeat Payments. If you've not previously set up an account, or you would like to add a different account, please have your banking information available. 

Also, we offer several account alerts, such as email and text messaging, which will keep you informed about your account. To set up or change your account alert settings, select Alerts under the heading titled Services.

We hope you find this information helpful, and we thank you for your continued business. If you have any other questions or concerns, please reply to this message.

Sincerely, Customer Care

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