Consumer complaint received 2024-05-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: BARCLAYS BANK DELAWARE

Complaint narrative:
Subject : Complaint Against Barclays for Reporting Credit Delinquency Without Direct Communication To Whom It May Concern, I am writing to formally submit a complaint against Barclays for reporting a delinquency on my credit report without proper written communication via mail or direct phone calls to notify me about the ongoing issue with my account. 

Here are the details : Account Details : Credit Card Account Through JetBlue Full Payment Made : XXXX XXXX XXXX Issue Description : I was not fully aware of the status of my account since Barclays primarily notifies customers about payment due dates through digital means, such as email and online account notifications. Due to significant personal challenges, I was unable to monitor these notifications during this period. 

Personal Circumstances : From XXXX to the last week of XXXX XXXX, my family experienced multiple stressful life events : My wife was severely ill with XXXX. 
My father required urgent assistance due to a XXXX XXXX XXXX XXXX XXXX XXXX 
My youngest child was extremely sick for weeks XXXX  XXXX XXXX XXXX. 
My oldest child was very ill with an XXXX XXXX XXXX XXXX XXXX 
During this time, I was fully occupied with caregiving responsibilities, household duties, and my job, leaving me unable to monitor my account digitally. 

Lack of Proper Notification : Barclays failed to notify me through non-digital means ( such as written mail or direct phone calls ) about the missed payments and the subsequent delinquency report. It was only after three payments were missed and the delinquency was reported that Barclays contacted me directly by phone. 

Immediate Actions Taken : Once I was made aware of the issue, I immediately logged into my account and made the necessary updates to correct the situation. 

Communications with Barclays : On XXXX XXXX XXXX, I mailed a letter to Barclays FCRA Credit Bureau Disputes explaining the situation and the lack of notification through non-digital means.

On XXXX XXXX XXXX, I mailed a second letter to Barclays, providing medical records to support my explanation of the extenuating circumstances.

Despite these efforts, Barclays responded on XXXX XXXX XXXX stating that their investigation confirmed the account was reported accurately. They defended their actions based on company policy, citing activity in my account as an assumption of my awareness of the issue, despite acknowledging their lack of direct human contact. 

Impact of Delinquency Report : This delinquency report is adversely affecting my ability to secure a new home and other financial necessities for my family, as we are planning to relocate for my older son 's schooling. As the sole provider, this negative mark on my credit report significantly impacts our future plans and the well-being of my family. 

Based on my experience with multiple financial institutions in the United States, it is a very common practice to reach out to customers directly through email or phone calls, especially during unexpected life events. Barclays did not demonstrate the necessary compassion, courtesy, or sympathy given the circumstances, nor did they make adequate efforts to contact me through non-digital means. This lack of communication and consideration is unfair and detrimental to a loyal and responsible customer. 

I kindly request the Consumer Financial Protection Bureau to investigate this matter and help rectify this unjust delinquency report on my credit history. This situation has placed undue stress and hardship on my family and me, and I seek your assistance in correcting this issue. 

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

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