Consumer complaint received 2023-08-14
Company: BARCLAYS BANK DELAWARE
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/2022 we were traveling home from XXXX and stopped at XXXX gas station to fill up the rental car. The attendant tried to charge my XXXX XXXX XXXX and it was flagged immediately via text to my phone for fraud. The attendant also claimed the card was declined a twice, however I didn't yet realize they were lying and charging the card because I had initially approved the security text. I took my credit card back from the attendant and paid the gas bill with cash after they tried two additional credit cards of my wifes. Her cards were also flagged and she replied to her security texts that they were valid so the charges would go thru, however the attendant ( unbeknownst to us ) lied again and said they charges were being declined and kept asking us for other cards or cash. We realized we were being scammed and offered to pay in cash XXXX XXXX. They also decided to tell us the amount of gas they had pumped was over {$70.00} US, but we only need less than a 1/4 tank to fill the car as were were just topping off on our way to return the rental car to the Airport. They had 3 attendants in front of us yelling and threating us and telling us we need to give them more money and as the situation progressed to get more and more threating, they stole another {$20.00} US bill right out of my hand. They refused to give a receipt we said we were not giving them any more money and said we were leaving. ( this was a very threating situation at this point ). 
The charge was {$990.00} which would clearly be way more gas than anyone could fill up at any gas station. Clearly this XXXX XXXX is Scamming people. My wife and I immediately returned the car and went to the airport to catch our flight, but before boarding we immediately called all three credit card companies to alert them of what had just occurred. I was assured that the charges would not go through from the SERVICE REP. When I returned to the XXXX  and I called XXXX XXXX XXXX to review the issue and to see if they would be canceling the card and sending a new card. The representative did send me out a new card. When I received the new credit card it had the same numbers as previous card. I called to customer service to activate the card and to confirm that the previous representative that I had already spoke to a few days earlier had done the correct procedure. I went over all the charges again and situation with the SERVICE REP and they said that the charge would be removed within a few days. The charge was removed, but when paying my statement that month I notice the charge was re-applied on my XXXX XX/XX/XXXX and had to call customer service again. Now since last XXXX I have been given the run around from Barclays over 25 different phone calls, being transferred back and forth over 50 times from Disputes and back to Fraud. I have done everything their company and representatives have asked including sending letters of explanation, faxes, pages and pages of XXXX report of 100 's of consumer being ripped off and accosted by this exact same XXXX XXXX. I even sent them ( at their request ) proof of my wife 's two credit card charges being immediately reversed. I've sent them the address of the gas station, I have continued to follow up with this matter every month for the past 9months. I am always told that they need a copy of a receipt for the cash that we paid, while neither of my wife 's credit cards that were fraudulently charged asked for this. I explained over and over the situation and how we were refused a cash receipt. After months of calls, email, faxed and mailed letter, I decided that we should request the XXXX XXXX per our Credit Card Contract. On XX/XX/XXXX I followed the instructions per the contract and faxed and mailed the XXXX XXXX request ( as this was the only method given ) and we have never received a response. I have tried to reach out via XXXX as all attempts via phone, fax, mail have gotten us no where. Today I tired calling the phone number that I receive from an automated response from XXXX as I thought maybe by some chance it would be different, but no luck. I was told their was not one to help, I was told their were no Managers available to talk with, I was told so many excuses of why they couldn't do anything, then transferred from Fraud to Disputes AGAIN! I went over the entire history again with the new representative who confirmed she was in the XXXX and said the screaming baby I had to listen to in between her broken XXXX was a neighbors cat. She tried to tell me that our case had been closed so the XXXX XXXX request was probably archived!?!?!?! 
This was her only excuse she could some up with for us being ignored for complying with every request given by Barclays including our rights to XXXX XXXX. 
We are excellent customers, pay our cards off every month and have never been late and this is the treatment we receive. We have paid the cards off and would like to cancel both my and my wife 's accounts but not until this is resolved professionally. I am happy to provide copes of all the letters, faxes and requests. 
This is the location : FRAUD GAS STATION BELOW - XXXX XXXXXXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX PHONE XXXX XXXX XXXX XXXX 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 explanation