Consumer complaint received 2022-02-19
Company: BARCLAYS BANK DELAWARE
State: NJ
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:
A. XX/XX/XXXX : XXXX XXXX flight XXXX XXXX XXXX XXXX XXXX XXXX ) Stewardess announces XXXX free airline miles + other benefits to fill out XXXX XXXX XXXX XXXX Application before end of flight. She travels down the aisle passing out applications. 

XXXX ) I fill out the XXXX XXXX XXXX  paper Application : Contains my name, address, date of birth, social security number, income, mothers maiden name, my signature and the XXXX Promotion code # XXXX. ( I have attached picture of my filled out application. ) XXXX ). I hand my completed XXXX XXXX XXXX  XXXX application to the stewardess who collected them as the plane landed in XXXX. XXXX anxious to get the card and use the benefits. 

XXXX XXXX XXXX From : Frontier Airlines XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX EST To : XXXX Subject : Your account is now active Hi XXXX, Just a note to confirm that we've activated your FRONTIER Airlines XXXX XXXX on XX/XX/XXXX. Get to know all your great benefits at XXXX. 

If you did not activate your card, please call us immediately at ( XXXX ) XXXX. 
- XXXX XXXX XXXX from : From : Frontier Airlines XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX  EST To : XXXX Subject : Account Alert : PIN change Hi XXXX, We're confirming your recent request to change the PIN for accessing your account ending in XXXX on XX/XX/XXXX. 

If you do not recognize this request, please contact us immediately at ( XXXX ) XXXX. 

XXXX XX/XX/XXXX : I read both emails very early morning, ( XX/XX/XXXX ) and dial ( XXXX ) XXXX immediately. XXXX. I state : I never received a XXXX credit card. Neither did I activate or change a PIN number. I have no information on any of this and in fact I was watching my mail for the card because I wanted to use its benefits. Representative stated : card was used., I will close it and ID fraud and send you a new card. I say, Yes, close it immediately, I did not receive any XXXX Credit Card. 
- XXXX ). About XX/XX/XXXX : I received the XXXX XXXX issued XXXX. ( Card ending in XXXX ). I put it aside and Did NOT activate it. 

F ). XX/XX/XXXX : I receive letter from XXXX : dated XXXX. 
Account ending in XXXX. 
Re XXXX XXXX XXXX XXXX : This Letter is a response to your question about a XXXX charge from XXXX # XXXX on your account. We issued a provisional credit to your account for the full disputed amount on XX/XX/XXXX while we investigated this activity. XXXX completed the investigation and found that the activity is valid. Therefore the provisional credit has been reversed and the amount owed has been placed back on your account. subject to minimum balance and interest, Questions or concerns to XXXX XXXX XXXX. 

XX/XX/XXXX. I call XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I speak to C : I recant the entire story. 
XXXX I never received a XXXX card ending in XXXX. It was closed and fraudulent activity noted by XXXX. 

XXXX ) - I received the XXXX XXXX XXXX ending in XXXX but it was never activated. This is a real big problem. Close out this account too. 

XX/XX/XXXX XXXX transfers me to XXXX, account specialist. I recant the whole story again. XXXX reopened XXXX case # XXXX. She confirmed that the XXXX XXXX XXXX ending in XXXX was never activated. She said I would get a call back and that there was a XXXX XXXX XXXX in progress that was automatically generated from the XXXX card cancellation. I said, absolutely not. I dont trust this card or customer service to get it right and frankly the fact that a stewardess collected paper applications with heavy personal content tells me that XXXX XXXX XXXX opportunity for internal security breach. I requested and received phone number XXXX XXXX XXXX for XXXX from XXXX. 

XX/XX/XXXX. I call XXXX XXXX XXXX XXXX to inquire about the {$720.00} purchase. A Fraud person calls me back XX/XX/XXXX while I was driving. I told the XXXX fraud person all events. Person said XXXX large gift cards were purchased at XXXX located XXXX XXXX XXXX XXXX NJ with the XXXX XXXX. XXXX was made by scanning the plastic credit card around XXXX XXXX  on XX/XX/XXXX, - XX/XX/XXXX. I call XXXX XXXX XXXX XXXX XXXX XXXX XXXX for an update. I spoke to XXXX who was VERY difficult and said the XXXX case was closed because I said I had the credit card. ( What???? No first card received and XXXX card was not activated ). And as he barked orders that it was my responsibility to disprove that the {$720.00} was not mine, he said this account remained open, which I later confirmed was incorrect. ( Account was closed and the XXXX $ annual charge was removed,. I am very annoyed that this guy XXXX @ XXXX XXXX XXXX is providing such a lack of customer service. 
- XX/XX/XXXX. I call XXXX XXXX XXXX XXXX XXXX to ask more questions. She referred to XXXX case # XXXX. I gave her the XXXX XXXX # XXXX updates so she could add to XXXX case which had been closed. XXXX specialist will call me and provide their documents. I gave her the rep, XXXX name and phone contact. She said it sounds like XXXX XXXX may have internal gaps and airline stewardesses should not be handling paper applications with highly confidential content, - XX/XX/XXXX. I call XXXX XXXX NJ Police XXXX XXXX XXXX. XXXX. XXXX # XXXX. XXXX XXXX. He writes up XXXX XXXX XXXX facts in Fraud Report # XXXX. Report will be released to me until XXXX days, but Credit card security can call at any time. 
- XX/XX/XXXX. I call XXXX back to give updates for case XXXX and XXXX and XXXX XXXX police case numbers. XXXX XXXX XXXX says she cant take any of their information and if I have anything additional to add, send to fax # XXXX XXXX XXXX. 

- So heres where I stand : I am not going to pay for fraud. I will never use Barkleys or XXXX of their products again. 

I have an XXXX credit score to protect. I also have to protect my identity : social security number, mothers maiden name, my birth date, phone number, address, income and signature - all because I was a victim of fraud through XXXX. Ive now signed up for XXXX cyber security, and have locked all XXXX credit reporting accounts and am doing my best to deter the use of my private information. 

Facts : XXXX XXXX XXXX has taken no responsibility for {$720.00} fraud. I have now spent hours on a problem I did not create. 

**XXXX has serious security gaps in their credit card processes : XXXX ). Paper applications with confidential content should not be solicited or handled by airline employees. No security XXXX ). A XXXX XXXX XXXX PIN can be changed XXXX simply using a social security number and mothers maiden name. Low level security XXXX ). Social security number and Mothers maiden name are written on all XXXX XXXX paper applications. No security **I notified XXXX on XX/XX/XXXX, immediately upon receiving their email informing me that XXXX ) card ( ending in XXXX ) had been activated XXXX ) card ending in XXXX pin had been changed- I stated to them on XX/XX/XXXX that any charge was FRAUD as I never received the card ending in XXXX. 

***a Dispute Resolution letter Referenced XXXX {$720.00} charge to card ending in XXXX made on XX/XX/XXXX, and disputed on XX/XX/XXXX. 
Card ending in XXXX wasnt created at that time or activated ( then or now ) as confirmed by XXXX Acct Specialist, XXXX And- the first card never arrived. 

In Mail fraud, the fraudster would NOT have access to my mothers maiden name in order to change the card pin. But my mothers maiden Name was written on the paper application and handed to the flight stewardess. I appreciate your help to resolve. 

Thank you. 


Sent from my XXXX

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