Consumer complaint received 2021-07-23
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Privacy issues

Complaint:
On XX/XX/XXXX I used my card with a friend to purchase an on-line cellphone service. I made the purchase with my last known address on my credit card. The bulk of the purchase infoprmation was hers. The charge was successful, but was flagged for " fraud '' and I cleared it with my CardHolder Bank : BARCLAYS BANK for the XXXX XXXX XXXX Creit Card. I have a very large credit line and have held the card in good standing 3 years. 

On XX/XX/XXXX I allowed my card to be used for a ticket purchase. My attempts were unsuccessful 6 times. I used my last known address on my card for this effort. I contacted XXXX XXXX Customer Service and spoke to XXXX. She told me all of SIX of the attempts had been successful. she could not reverse them despite the passage of mere minutes, and that my address had been changed BY ME. She said I did it XX/XX/XXXX using 2-factor authentication. I DID NOT HAVE POSESSION OF MY CELLPHONE ON XXXX AND WAS IN HOSPITAL. I found the woman helping me to be unprofessional and punitive in her replies to my requests. I was upset to learn what she shared. I also have the disadvantage of being a person with a XXXX  XXXX Restraining Order the past 3 years and victim of Electronic Stalking, Social Engineering and Bank and Credit Card Fraud. I have informed Barclays every step of the way. The card in use is mine solely but I am married and my husband hurt me, and so the restraining order after his felony arrest. This is a diffiult and exhausting time for me. 

On XX/XX/XXXX I called again and spoke to XXXX who gace me a DIFFERENT story than XXXX the day befiore, but no less concerning AND SO MY COMPLAINT. She said myt address on my card had been UPDATED using PUBLIC INFORMATION and without my advise or consent on XX/XX/XXXX. She said the other representative was wrong about the address change CHANGE as well as the SIX charges, which XXXX went through, presumab.ly becasue I was using the former address on the on-line transaction. Attempts for needed medication have ALSO BEEN REJECTED presumably because I was unaware of the address change DONE FOR ME WITHOUT MY AUTHORIZATION. 

In addition, the NEW address became the recipient location for an automatically generated NEW CREDIT CARD I will never need or use in my circumstances, with a " Tap and pay '' feature. I hope I receive it. I should have been given the option. 

I am very careful with public information and my address and where abouts. I have documented with local law enforcement events which have compromised my personal safety with local law enformcement for 3 years. The effects to me have been a lot to manage and I have always been able to rely on BARCLAYS more than the other six cards I carry to be discreet, professional AND SECURE WITH MY PRIVACY. This changed my perception alarmingly, and at a time I have other healing to do.

IS IT POLICY OR LEGAL FOR THIS TO HAVE OCCURRED? I am a cardholder in good standing - make regular and on-time paymements including one for mear 5-figures recently. I don't understand how BARCLAYS would have the power to consult the internet before ME to change my address.

My physical address is approved for the US Dept of Justice SAFE AT HOME program, but not yet in use since I left home XX/XX/XXXX fore the XXXX. For this reason, my BARCLAYS card was the only credit card I chose to carry with me, ensure XXXX  credit was available AND LEAVE WITH MY OLD ADDRESS WHICH HAS A FORWARDING IN PLACE IN NEVADA. Please help me understand what has happened at the following email : XXXX -- thank you.

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