Consumer complaint received 2022-05-23
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:
Hi, On or about XX/XX/XXXX, I did not hear my phone ring so my daughter-in-law/alternate contact got a call from Barclays security/fraud unit requesting that I should call back . I called back and was told that my XXXX XXXX XXXX XXXX XXXX had transactions in XXXX, MA : XXXX XXXX over {$3000.00} and XXXX  over {$1000.00}. I told Barclay agent that I live in Hawaii and I have never been to MA and I don't have an authorized user/another card with the same card # s. Barclay agent was pleasant and said I will not be liable for fraudulent charges, to destroy the card I have and will be issued a new card. 
When I did not receive my replacement card, my daughter-in-law helped me call Barclay and that was when we found out it got scammed before I got it. My mailing address in BArclay database was changed to another address and there were 2 unauthorized cash advances for {$1000.00} ( total ) at XXXX XXXX XXXX XXXX MA. I told Barclay I have not left Hawaii for the last year so I did not make those transactions. 
On XX/XX/XXXX, my daughter-in-law checked my mail that I did not open yet and there was a letter from Barclay stating the {$4300.00} charge from various merchants : " We issued a provisional credit to your account for the full disputed amount on XX/XX/XXXX while we investigated this activity. We've completed the investigation and found the activity is valid. Therefore the provisional credit has been reversed and the amount owed has been places back on your account. '' My daughter-in-law helped me call XXXX to dispute that their investigation for {$3000.00} ( XXXX XXXX ), {$1200.00} ( XXXX ) and {$1000.00} XXXX XXXX XXXX XXXX ) was correct as I was never in MA buying stuff or getting {$1000.00} in cash advance. The Barclay agent we talked to was XXXX ( said her employee ID was XXXX ) who said because a credit card was presented for those transactions, they are valid charges and that I need to prove I was not in MA. I was mad so I swore that I'll get a lawyer. My daughter-in-law said we should report Barclay to state/federal regulators because there could be other seniors that were victimized twice : 1st was by the scammer and 2nd time by the bank. I want Barclay to produce store/bank security camera videos to prove that I was in MA using my credit card. My daughter-in-law said my doctor can vouch that I have not left Hawaii from XX/XX/XXXX to XX/XX/XXXX because my XXXX XXXX XXXX  got worse to XXXX XXXX that was leaking blood and water. I had wound care clinic, hospitalization, skilled nursing rehab home, home health care and doctor appointments. Which airline is going to let me fly when my leg was constantly leaking fluids and needed dressing changes. On XX/XX/XXXX, my daughter-in-law picked up a letter from my doctor, XXXX XXXX XXXX, MD stating that I was not cleared to fly until XX/XX/XXXX. 
Pls. help me resolve this as I am stressed and worried and can not sleep. 
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 monetary relief