Consumer complaint received 2023-02-08
Company: BARCLAYS BANK DELAWARE
State: PA
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/2023, my Barclays Master Card ending in XXXX was stolen from my purse while I was at the XXXX XXXX in XXXX, PA ( I was at the gym from approximately XXXXXXXX XXXX until XXXXXXXX XXXX ). The thieves traveled to the XXXX XXXX and XXXX stores in XXXX, PA ( approximately XXXX XXXX XXXX from the XXXX XXXX  ) and made unauthorized purchases with my Barclay Master Card ( as well as other cards that had been in my purse at the time of the theft ). I noticed the theft at approximately XXXXXXXX XXXX on XX/XX/2023 and contacted XXXX XXXX XXXX of the Pennsylvania State Police to report the theft and fraudulent use of my credit and debit cards. XXXX XXXX provided me with his report number ( XXXX ) reference the incident. XXXX XXXX was able to confirm while I was with him that Target had video surveillance of the unauthorized purchases at their store and confirmed that the user was a XXXX individual ( which I am not ). 

Later on the evening of XX/XX/2023, I contacted the customer service phone number of Barclay Card and reported that my card had been stolen and that unauthorized purchases had been made earlier that evening. Based on information I was able to learn from logging onto my online account, it appears that two transactions were attempted using my Barclay Card, both at XXXX XXXX in XXXX, one in the amount of {$1000.00} and another in the amount of {$1600.00}. A fraud investigation was supposedly initiated, my account was closed, and a replacement card with a new number was ordered. 

On XX/XX/2023, I received a letter from Barclays dated XX/XX/2023, indicating that their fraud investigation was complete, they determined that the " activity is valid based on your previous purchase history with the merchant '' and that the charge would be returned to my account. This letter referenced the {$1000.00} transaction from XXXX XXXX on XX/XX/2023. 

I faxed and mailed a letter dated XX/XX/2023, to XXXX in which I explained the situation, how the theft had occurred, provided the police report number and contact information for XXXX XXXX, and requested that the fraud investigation be re-opened because the charges made on my card on the evening of XX/XX/2023 was not authorized by me. 

On XX/XX/2023, I received a second letter from Barclays dated XX/XX/2023, indicating they had again completed their investigation and determined the " activity is valid because the card was identified as being in your possession and chip card technology was used, which can not be counterfeited. '' Again, they referenced the {$1000.00} transaction that occurred on XX/XX/2023 at XXXX XXXX in XXXX, PA. As stated above and as reported to 1 ) XXXX XXXX XXXX XX/XX/2023, 2 ) Barclays fraud department by phone on XX/XX/2023, and 3 ) Barclays via letter dated XX/XX/2023, the card was not in my possession when it was used because it had been stolen earlier that evening. I did not authorize anyone to steal my card or use my card. Barclays has refused to contact the police or conduct a meaningful investigation of this matter and is claiming I am responsible for the unauthorized charge in full.

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