Consumer complaint received 2025-07-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BARCLAYS BANK DELAWARE
State: CA

Complaint narrative:
Note : This is a customer service issue involving poor communication, mishandling of my account, and a refusal to provide clear answers in writing. I selected " Other features, terms or problems XXXX Problem with customer service '' because the company mishandled my card without explanation and continues to avoid providing a clear resolution. 


What happened : Barclays canceled my Gap Good Rewards XXXX XXXX without any notice or explanation. 

On XX/XX/year>, I called customer service because the authorized user cards for my children showed as delivered online but had not arrived. The associate said they would resend the cards. 

On XX/XX/XXXX, my primary card was unexpectedly declined at a XXXX retail store. Later that day, I found my online account access was blocked. I called customer service, and while the associate re-enabled my login, they did not inform me that my original card had been canceled or that a new card number had been issued. 

On XX/XX/XXXX, I received the authorized user cards and attempted to activate them. My account was blocked again. I called once more, and the associate re-enabled access, but again did not mention anything about a cancellation. 

During both the XX/XX/XXXX and XX/XX/XXXX calls, I explicitly asked whether my original card was still valid, due to the in-store embarrassment from the decline. Both associates assured me that " everything is normal '', which was false. 

It was only lateron XX/XX/XXXX, when I spoke to an associate named XXXXthat I finally learned my original card had been canceled. I had to firmly repeat my concerns, including not being able to add the Gap card to XXXX XXXX or update my health insurance payment method. Only then did she discover that the card had been replaceda fact no prior representative had disclosed. 

Since then, I have repeatedly requested : XXXX ) A clear explanation of why my card was canceled without notice XXXX ) When and why a new card number was created XXXX ) Why this was not disclosed in earlier phone calls XXXX ) Why the replacement card has still not arrived XXXX ) Whether I will receive a statement credit for the mishandling and inconvenience Barclays has refused to answer these questions through secure message. Instead, they continue to insist on phone communication, despite my repeated requests for written replies due to prior language clarity issues and unresolved calls. 

A senior resolution manager named XXXX left me a voicemail simply asking me to call back. She offered no explanation or resolution in her message. 

Barclays later confirmed through secure message that my request for a statement credit was added to my case, but they have never said whether it is being reviewed, approved, or denied. 

I have attached copies of the secure message exchange between me and Barclays customer service. These show my repeated attempts to get clear answers, and Barclayss failure to address my concerns directly. 

I am requesting CFPB assistance in obtaining : * A clear written explanation of what happened * Resolution regarding the missing card * A statement credit for the mishandling, stress, and inconvenience this has caused

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