Consumer complaint received 2025-12-23 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: FL

Complaint narrative:
Card Account Repeated Unjustified Freezes, Forced Insecure Verification, Months of Delay, and Complete Denial of Transaction Visibility I am filing this new formal complaint against Barclays Bank USA for a persistent and escalating pattern of unfair, deceptive, and abusive acts or practices that have made my JetBlue PLUS credit card entirely unusable and stripped me of basic account access rights, despite more than six years of flawless payment history, full compliance with their excessive verification demands, and an impeccable credit profile. 

Since my application on XX/XX/XXXX, Barclays has subjected me to months of stonewalling, coercion, and obstruction. They refused any secure electronic submission method and forced me to transmit highly sensitive documentsincluding the front and back of my Social Security cardover six separate times via an unsecured third-party fax app, the only option they would accept. After finally issuing the card, Barclays immediately froze it. Since issuance, the account has been frozen three separate times, each requiring me to call customer service, re-verify my identity using the exact same information and scanned documents they already possess, and obtain manual unfreezing before I can make even one transaction. The online dashboard explicitly states the account is frozen and directs me to call in. This forces manual phone verification for every single transaction and renders the credit line functionally inaccessible. 

Compounding this already unacceptable situation, Barclays online account portal and mobile app provide zero information about current or pending transactions. I can not see what has been spent on the card, view transaction history, check available credit, monitor for unauthorized activity, or even confirm whether a transaction has posted. The dashboard remains blank or shows only frozen status messages with no transactional data whatsoever. This complete denial of visibility is ongoing, even after the account is supposedly unfrozen for a brief period. 

Barclays already holds multiple verifications of my identity, scanned copies of my passport, drivers license, utility bills, and my Social Security card ( front and back, sent repeatedly with delivery confirmations ), plus six-plus years of responsible usage, a credit score well above XXXX, and an annual income of {$600000.00}. Despite possessing all of this, they continue to treat me as an unknown high-risk party, imposing paralyzing freezes and now withholding basic account transparency. 

These actions constitute unfair, deceptive, and abusive acts or practices under the Consumer Financial Protection Act ( 12 U.S.C. 5536 ). The repeated, unjustified freezes, mandatory manual re-verification for every transaction, and complete denial of transaction visibility cause substantial injury that is not reasonably avoidable and is not outweighed by any countervailing benefits. Barclays deceived me by issuing a card they represented as fully functional while failing to disclose that it would be systematically paralyzed by freezes and rendered invisible in their own digital platforms. By forcing insecure document submission and then continuing to treat me as unverified, they also fail to implement reasonable safeguards under the Gramm-Leach-Bliley Act Safeguards Rule ( 16 C.F.R. Part 314 ). 

The denial of transaction visibility is independently unlawful. Under the Truth in Lending Act ( TILA ) and Regulation Z ( 12 C.F.R. 1026.7 ( b ) and 1026.11 ), creditors are required to provide periodic statements that include a clear and conspicuous disclosure of all transactions, credits, charges, and balances during the billing cycle. More critically, when a creditor provides an online or electronic account access method ( which Barclays does ), Regulation E ( Electronic Fund Transfer Act, 12 C.F.R. 1005.9 ) and the Electronic Signatures in Global and National Commerce Act ( E-SIGN ) require that consumers receive timely electronic access to account information, including transaction history, in a form that is readily accessible and retrievable. Denying all visibility of current transactions through the official website and appwhile simultaneously forcing manual phone intervention for every usedeprives me of the ability to monitor my account, detect fraud, or manage my credit responsibly. This is not a technical glitch ; it is a deliberate and material limitation on access that violates federal disclosure and access requirements. 

After six-plus years as a responsible customer and months of enduring their coercive, incompetent, and now opaque process, Barclays must stop harassing me, comply with federal disclosure and access laws, and allow me to use and monitor the credit they issued without further interference.

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