Consumer complaint received 2021-10-13
Company: BARCLAYS BANK DELAWARE
State: FL
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/ XXXX  I received an email from Barclays Bank about suspected fraudulent activity on my credit account. That was followed by an email from XXXX that said I has successfully sent almost {$3000.00} to XXXX XXXX whom I do not know. I called Barclays immediately and spoke to a man who identified himself as XXXX from Barclays Bank. I told him about the problem and he agreed to wrote up a claim for the fraud He took a while to fill out the form and asked a lot of questions in the process about me and my account. Near the end of the process he said there were other charges that also looked unusual and did I want to know about them and do a claim of fraud. I said " of course '' and he started to fill out those claims. I could hear him typing and occasionally he would have me type a number on a form. I had to eat so we agreed he would call me back later at XXXX. His original call to me had been at XXXX. XXXX did call me back to complete the forms and that took more than an hour or him typing and asking me questions. My Barclays bill shows that on XX/XX/XXXX XXXX again sent {$2900.00} to XXXX XXXX who is not a person known to me. I also received an email from XXXX about that transfer and responded to them that it must be a fraud since I did not know anyone by that name and did not have that kind of money to be sending to anyone. My bank statement also shows payments made to XXXX XXXX XXXX which I looked up online is a five star hotel on XXXX ( wherever that is ). The charge to that hotel on XX/XX/XXXX were {$3800.00} and {$4900.00} as well as a charge of {$1600.00} also at XXXX. I have never been to XXXX and was getting ready for a trip to XXXX at that time. How could those charges be made since I had my credit card. Why would Barclays honor them without notifying me. I did not know about any such charges except the one to XXXX until I received my paper bill. I was called by XXXX from Barclays twice on XX/XX/XXXX using phone number XXXX to finish the claims. During this time I saw my bank account statement at XXXX XXXX  XXXX XXXX ( XXXX XXXX XXXX ) show up on my computer screen and I asked him how he had access to that and hung up and immediately called my XXXX XXXX XXXX branch and asked to have my accounts closed which they did. I then went on my first trip to XXXX! 
I then received two letters from Barclays dated XXXX XX/XX/2021 denying my fraud claims. One of the letters mentions that the claim involved charges of XXXX from Various merchants. It said that they had completed an investigation and found that the activity was valid. I got all of my mail that had been held while I was in XXXX on XX/XX/XXXX and read the letters and then opened my credit card bill from Barclays to see what they were talking about. I immediately called Barclays and asked how they could do an investigation without ever contacting me. They said that I had been called. I was in XXXX from XX/XX/XXXX to XXXX and did not get a call while there. I am the only person who has access to my cel phone. They said that they had reviewed my account and that the activity was consistent with my previous activity. These charges are more than I have in savings and checking accounts totalled. i am XXXX years old. 
I the informed Barclays about the two charges they authorized at XXXX. I have used remitly to send funds to XXXX on XXXX occasions between XX/XX/XXXX and XX/XX/XXXX always to the same person XXXX and between XXXX and XXXX so how did two transfers of XXXX each XXXX XX/XX/XXXX and XXXX appear to be consistent? 
I have called Barclays three times in the last week to add to the info I had given to them on XX/XX/XXXX or XX/XX/XXXX and the first thing asked is if I want to activate my new credit card. I do not have a new credit card but their automated answering service insists that I do. I finally get directed to the fraud division and am told that their systems are being upgraded and they can not bring up my info so please call back. I can not afford these charges and did not authorize them.

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