Consumer complaint received 2025-04-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BARCLAYS BANK DELAWARE
State: NV

Complaint narrative:
Around XX/XX/XXXX, I went online to purchase something, and after I made the payment, I realized it was a scam. I immediately called Barclays and asked them to stop the payment and block the card and send a new one. On XX/XX/XXXX, I received the card and activated it. I went to the gas station atm to pull out {$100.00}. I entered the wrong pin number, and my card was denied. I called Barclay and explained my mistake. They asked me several verification questions for my identity and because I could not give them my password, they could not move forward. They told me to call back when I remembered. Towards the end of XXXX, I called back explaining that I couldn't remember the password and what can we do, since my payment was due XX/XX/XXXX. They said I need to send in a package that included my Social Security, driver 's license, and a utility bill to verify address. I sent them this package on XX/XX/XXXX using XXXX to fax it. 
After XXXX weeks, I called to see if they got the package. They said no, call back next week. I called back a week later, they said they still did not get the package, and to send another package. On XX/XX/XXXX, I sent in the second package from the same XXXX fax again. XXXX weeks later, I called, and they said they still did not receive it and wait another week or so. I explained I am already late for my payment and can't pay because of the block and what to do in the meantime. They said to wait until they verified the package. 
Beginning of XXXX I called back, and they said they got the package but haven't read it yet and call back in a few days. The representative even asked for my full social and I said I would not give her the full social, only the last XXXX over the phone. She said she needs all the numbers, or I can call back later. I called back a week later, and they said they never got a package. I explained I already sent XXXX packages, and someone had said previously that it had been received but not reviewed. They told me to send another package, to a Delaware XXXX. XXXX. I sent the third package early XXXX. After XXXX  days, I called back to see if they got it, they said they didn't get it and call back next week. I called back, and they said they have no packages. 
At this point, I had asked to speak to a supervisor for the XXXX or XXXX time. After a XXXX wait, I was finally able to reach a supervisor. She looked through my entire account and told me that she sees that there are XXXX packages on the account and that sometimes the representatives miss things or don't read the full file. She looked through them and said that I had all the information there and everything was good to go. She unblocked my card and said I was all clear to make my next payment, and to call back in an hour to do so. 
I called an hour later to make a payment, and the person said I was blocked, they had no packages, and I needed to send a package. At this point I was frustrated and told them that I had just spoken to a supervisor who had seen every package and unblocked me. They said they still don't see it, and I need to send it again, my card is blocked, and I can not make a payment. Then, the person sent me to a security check, where they told me to send in a package again. This entire time, I was trying to work with them to get the payment resolved and they told me that as long as I worked with them, they would not touch my credit score. Towards the end of XXXX, when checking my credit score, I found that they had damaged my credit from XXXX to a XXXX even though I was in contact with them and sending packages as requested to get my access unblocked. 
Beginning of XXXX, I called again to see if they receive any packages. They said no, I sent a fourth package as requested from security on XX/XX/XXXX. After sending the package by XXXX Fax again, I called a different Barclay number than the one I have been calling for XXXX  years, just to see if I can get through and make a payment, since up to this point, I was still blocked and could not pay. That day, on the XXXX, the lady said she saw the block, and what would I like to do. I said I wanted to make a payment, and how much do I owe. She said I owe {$600.00} something. I asked if I could make a payment over the phone for {$460.00}, and she said yes, so I made the payment. I asked if I would be blocked in the future from paying and she said no, I should be able to make the future payments, but I still can not use the card until my payment was up to date. I received the confirmation of payment a week later. 
On XX/XX/XXXX I called Barclay to make another payment, and the lady said I was blocked, can't make payment, so I hung up. On the XXXX, I tried again, again blocked, I hung up. I called back on the XXXX, and I was able to make a payment for {$200.00}. I received the confirmation of this second payment. I asked her to take off my late fees since I couldn't pay due to the block, and she did. She also said I was up to date and did not owe anything else up to that point. I asked for my minimum payment for XXXX, and she said it was {$170.00}. 
I called on the XXXX of XXXX to make a payment for XXXX, and she said I owe {$350.00}. I asked why I owe {$350.00}, and she said that is what is listed on the computer for XXXX. I hung up and now am writing this note due to the constant back and forth aggravation. Every time I call it is a different story, and I am trying to do as requested of me, but the situation is not being resolved, and they have now damaged my credit.

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