Consumer complaint received 2020-03-23
Company: BARCLAYS BANK DELAWARE
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am asking for the Consumer Financial Protection Bureau 's assistance in a matter of great concern. 

I was the victim of a purse snatching on Saturday, XX/XX/2020. I immediately reported the theft of my purse and wallet to the XXXX XXXX Metropolitan Police Department ( XXXX  ). Detective XXXX was assigned to investigate the Larceny from Person offense. 

My XXXX XXXX Business Mastercard, issued by Barclays Bank Delaware, was among my credit cards that were stolen. A few fraudulent purchases were made on that card on XX/XX/20, including one on XXXX. The fraud department at XXXX   advised me that they needed my full 16-digit credit card number to track down the order. Only the last four digits of my credit card number ( XXXX ) are listed on my monthly Barclay Business Card statement, so I contacted the fraud department at Barclays for my full credit card number. I was told that for security reasons, Barclays could not release the credit card number to me. My husband, XXXX XXXX, who is the primary cardholder on the business account, was also told that the information could not be given to him for security reasons. I was instructed to have Detective XXXX fax over a copy of his badge on XXXX  letterhead, and the Barclaycard fraud department would release my 16-digit credit card number to him. Detective XXXX faxed over the information on XX/XX/20, as requested. When he did not receive my credit card information, he faxed a second request on XX/XX/20. I confirmed receipt of Detective XXXX XXXX fax with the Barclaycard fraud department on XX/XX/XXXX. As of today, XX/XX/20, Detective XXXX still has not received my credit card number! I have followed up several times with Barclays over the past few weeks, each time confirming with the representative that my phone conversation was being recorded. I spoke with the Barclaycard fraud department again this morning, and once again, I am being told that Detective XXXX XXXX request is still being reviewed by their investigations team! 

I am outraged that Barclays has impeded the XXXX XXXX felony investigation! Detective XXXX is concerned that video of the suspect or anything else that may help him in his investigation may no longer be available at the locations ( XXXX XXXX, XXXX, XXXX ) where my business credit card was used. 

I am now asking for the Consumer Financial Protection Bureau 's assistance in obtaining my 16-digit XXXX XXXX Business Mastercard credit card number from Barclays Bank. No consumer should ever have to go to such lengths to get their full credit card number from a financial institution! Furthermore, Barclays Bank should never be permitted to impede a felony investigation! 

I greatly appreciate the Consumer Financial Protection Bureau 's assistance in resolving this matter.

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