Consumer complaint received 2022-11-22
Company: BARCLAYS BANK DELAWARE
State: HI
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:
XX/XX/XXXX : Opened XXXX XXXX  XXXX XXXX XXXX XXXX XXXX ( Barclays Bank ) XX/XX/XXXX : Activated new XXXX XXXX : First charge with new XXXX ( {$18.00} ) XX/XX/XXXX : Email notification of ( XXXX ) XXXX statement available online XX/XX/XXXX : Opened monthly XXXX statement onlineDISCOVERED {$21000.00} XXXX Balance {$20000.00}. transfer to Bank XXXX XXXX on XXXX plus {$1000.00}. bank transfer fee. 
***NOTE : I did not initiate the funds transfer, or authorize the funds transfer. 

XX/XX/XXXX : Reported fraudulent {$20000.00}. transfer to XXXX to Barclayssurrendered XXXX XXXX ( destroyed ) and blocked all transactions. New replacement XXXX ordered. 

XX/XX/XXXX : Activated new XXXX XXXX XXXX XXXX XXXX {$20000.00}. provisional credit for disputed funds transfer to restore use on XXXX XX/XX/XXXX : Called XXXX  XXXX XXXX to close Alaska XXXX XXXX XXXX XXXX XXXX XXXXCustomer Services Representative XXXX. 
Discovered a balance of {$18000.00} credit in the accountand a {$20000.00}. funds transfer from Barclays Bank on XXXX. 
I told XXXX that the transfer was a fraudulent transactionthat I had reported the disputed transfer to Barclaysand I asked BOA to reverse the transferand call Barclays Bank Investigations division to help resolve the case. 
XXXX said that bank to bank cooperation to resolve the dispute was not possibleshe persuaded me to authorize the transfer of the {$18000.00} credit in the closed XXXX account to my personal bank. 
XXXX : I verified with XXXX XXXX our entire conversation was recorded! and from this time forward, I asked for and received assurance that all conversations with Barclays Bank were recordedand were required to be recorded! 

XX/XX/XXXX : I called Barclays Bank Investigations division and told them that I discovered that the BOA account that was sent the {$20000.00}. transfer from my Barclays XXXX account belonged to me. 
***NOTE : I did not initiate the funds transfer, or authorize the funds transfer. 
Barclays had no interest in my attempted help or added information for their investigation?! 

XX/XX/XXXX : Received {$1000.00}. provisional credit for the {$1000.00}. bank transfer fee debit. 

XX/XX/XXXX : Barclays concluded their dispute / fraud investigationfinding that the transfer activity was validand reinstated the {$20000.00}. transfer debit and the {$1000.00}. bank transfer fee debit. Barclays Bank did not clarify what generated the funds transfer?! 

XX/XX/XXXX : I called Barclays Bank XXXX division and spoke with a representative named XXXX said that the case was closed and XXXX  could not discuss it. I asked to be transferred to a managerand the person was XXXX. I discussed my frustration with the closing of the investigation with XXXX she gave me the option to write a request to re-open the investigationand the Barclays Bank address to send my letter to. 

XX/XX/XXXX : I wrote and mailed a letter to Barclays/ Investigations requesting that my fraud investigation be re-opened. 

XX/XX/XXXX : No reply to my letter from Barclays. I verified with Barclays Bank that all of my outstanding XXXX charges were paid in full and I closed my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX a balance remaining that was the disputed {$20000.00}. transfer to XXXX, the {$1000.00}. Barclays Bank transfer fee, and interest and fees in connection with the disputed transaction. 

XX/XX/XXXX : I called Barclays Bank XXXX division and spoke with a representative to ask about my letter that I sent on XX/XX/XXXX to request they re-open the case because the determination of the initiation of the disputed funds transfer was not identified in the investigation. The representative verified that my letter was received, and there would be no reply to my letter because the case was closed. I was referred to Barclays Bank customer service if I wanted to pursue any assistance. 

XX/XX/XXXX : I spoke with a Barclays Bank customer service XXXX, XXXX # XXXX, and she was able ( after escalating the approval of resolving the dispute ) to resolve my dispute through my transfer of {$20000.00}. to my closed Barclays Bank XXXX account XXXX and removing all of the bank charges and fees resulting from the XX/XX/XXXX {$20000.00}. funds transfer to BOA and associated charges placed on my account. I approved the agreement to resolve the dispute with XXXX ; and I provided XXXX with my required personal bank account information for the {$20000.00}. funds transfer. 

XX/XX/XXXX : The transferred {$20000.00}. from my personal bank to Barclays Bank XXXX account XXXX was completed and posted on my closed XXXX account. 

XX/XX/XXXX : Barclays Bank did not remove the {$1000.00}. transfer fee, nor have all of the bank charges and fees been removed per my agreement to resolve the dispute with Barclays Bank on XX/XX/XXXX. 

XX/XX/XXXX : I called Barclays Bank customer service and spoke with a representative XXXX XXXX # XXXX she verified that her records show that the XXXX account balance is 0and that the online account information has not posted the resolved dispute credits.

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