Consumer complaint received 2025-09-19 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: PA

Complaint narrative:
To Whom It May Concern, I am writing to formally express my deep dissatisfaction with the repeated failures and lack of accountability regarding the security of our account and the service weve received.

Once again, our account has been compromised with unauthorized chargesthis occurred even before we had the opportunity to activate our newly issued cards. Despite being told we would receive both replacement cards via expedited shipping by Tuesday, XX/XX/year>, nothing arrived. We waited through Wednesday afternoon without delivery and had to initiate contact ourselves. 

We then spent over one hour on the phone, speaking with at least six different representatives, only to be informed that only one card was sent and the other was never requestedwhich is entirely false. I personally heard my wife request that both cards be replaced, since they are linked to the same account, with different first names. This should be standard protocol and well understood by any competent customer service representative.

To make matters worse, we were told overnight shipping was not possible, which contradicts our past experience where cards were delivered within 48 hours. Additionally, we were met with rude and unhelpful customer service, primarily from representatives in the XXXX who seemed untrained and ill-equipped to resolve even basic issues. As of Thursday, we have received no cards, and now face additional consequences : our XXXX account has been suspended due to failed automatic billing, and we are unable to make critical purchases for our business, leading to financial loss and operational disruption. 

This situation is not only unacceptable but part of an ongoing pattern. Earlier this year, the same kind of compromise and mismanagement occurred. How many times should we be expected to endure this? 

Let me be very clear : We demand a minimum credit of {$300.00} to our account to cover : The time spent ( and wasted ) on the phone with support, The disruption and financial loss to our business, The upcoming inconvenience of updating all automatic chargesan effort that takes significant time, The overall aggravation caused by this repeated failure in both security and service. 

There are two core issues here : Your credit card security is clearly outdated and inadequate. With todays available technology, this level of vulnerability is inexcusable.

Your customer service is not just inefficient, it is dismissive of the customers time and trust. Our time is valuable. We are longtime customers of nearly 30 years, and yet we are treated like an afterthought. 

At this point, we are no longer willing to accept these repeated failures. We expect our concerns to be addressed with urgency, seriousness, and concrete actionincluding the {$300.00} credit mentioned above. 

Sincerely,

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 non-monetary relief