Consumer complaint received 2025-01-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: BARCLAYS BANK DELAWARE
State: NY

Complaint narrative:
Dear CFPB, I am writing because I was unknowingly signed up for an Old Navy credit card through Barclays, disguised as a rewards program. This involved both a misleading offer and a confusing follow-up process with Barclay 's customer service team. 

On Friday, XX/XX/year>, in the afternoon, I purchased at an Old Navy store clothes with my family. During the transaction, the cashier informed us that we could sign up for a reward program and receive a discount on our purchase. Given the offer, we agreed to participate. I was instructed to fill out the required forms on the XXXX XXXX XXXX and after doing so, the cashier informed me that I had been approved for the program and that I could use the discount on my purchase. I completed the transaction under the assumption that everything was in order. 

However, a few days later, ( XXXX XXXX XXXXXXXX ) I received mail from Barclay 's informing me that I owed money for the purchase I made. Confused, I attempted to log into my account to resolve the issue and pay the amount due, but the website/portal rejected my access attempts and instructed me to call customer service. 

When I contacted customer service, I was informed that this situation happens all the time. I was told that customers often sign up for a credit card at the point of sale, get approved, and then have their accounts locked without being made aware of the issue. In my case, I was told that my account was locked and could not be used until I provided additional personal information via mail or fax ( such as my SSN ). This was never communicated to me during the sign-up process at Old Navy, nor was I made aware that I was signing up for a credit card, not just a reward program, which accumulates fees without access to pay it off. 

In an attempt to resolve the matter quickly, I asked if I could simply pay off the amount due and close the account, and I was told I would need to mail in a check to settle the balance to Barclay 's. This entire process has been both confusing and frustrating, and I feel misled by the way the reward program was presented and the lack of transparency about what I was actually signing up for. This shouldn't " happen all the time '', as I was told on the phone by Barclay 's themselves. 

I believe this process was poorly managed and unprofessional, as it led to unnecessary complications, wasted time and money. I was under the impression that I was signing up for a reward program to receive a discount, but I was instead unknowingly enrolled in a credit card program with an unusable account. 

I would appreciate a thorough investigation into this matter. I would also like to request a resolution to my current issue, including guidance on how to properly close the account and settle any outstanding balance. 

Thank you for your attention to this matter. I look forward to your prompt response. 

Sincerely, XXXX XXXX

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 monetary relief