Consumer complaint received 2022-04-03
Company: BARCLAYS BANK DELAWARE
State: VA
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:
I was contacted on or around XXXX about potential fraud charges on my Barclay 's XXXX XXXX. At that time, I confirmed that two charges were in fact fraud. The representative stated that they would close the account, submit a fraud claim, and send me new cards. About a week later I was looking at my account ( since I had not received my cards ) and noticed additional fraud charges that posted within a day or so of the first set of fraud charges ( the additional charges total {$680.00} ). The charges are : XX/XX/XXXX : XXXX XXXXXXXX NY {$98.00} XX/XX/XXXX : XXXX XXXX NY {$160.00} XX/XX/XXXX XXXX XXXX NY {$32.00} XX/XX/XXXX XXXX XXXX NY {$44.00} XX/XX/XXXX XXXX XXXX NY {$34.00} XX/XX/XXXX XXXX XXXX XXXX FL {$310.00} I called Barclay 's and they took another fraud report and we walked through each charge that was fraud. The agent then said that they needed to close this second account and send me new cards. I frankly did not understand why this would be, as the fraud charges just appeared to have posted late. But the representative insisted that someone must have stolen my new cards. On XX/XX/XXXX Barclay 's sent me a letter saying that the charges were confirmed as fraud ( it didn't specify which charges ). By XX/XX/XXXX I received some new cards ( the cards from the first lost / stolen report ), I had not received the cards from the newest account, and the fraud charges that total {$680.00} were still on my account, with no credit issued. After an hour on the phone their was no resolution. The initial agent could not help me, besides reading me the letter, and transferred me to another agent in fraud who said they were the wrong fraud group. That agent told me I have to call back another number ( the right fraud group ), but they were only there from XXXX XXXX - XXXX XXXX., XXXX  through XXXX. He did say I should give the credits 10 - 15 days to post. Today, XXXX I called again as the charges STILL have not been removed and I STILL have not received the right new cards. It is now almost a month since I've had an account I could use and I'm being told I have to make a payment for a balance that includes the fraud charges. After being on the phone for quite a while and being put on hold about three times, I was told that the new cards must have been lost and they have to AGAIN shut down the card and send me another new set of cards. And, by the way, they don't know what's going on with the fraud claim. When processing the new cards, I was told that the system is down and I should call back in 24 - 48 hours. This is ridiculous. I should not have to jump through these hoops to get a fraud claim taken care of, I should not be held responsible for these charges, and I should not have my account effectively being unavailable for an extended timeframe without proper notice.

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