Consumer complaint received 2024-01-04
Company: BARCLAYS BANK DELAWARE
State: NY
Product: Credit 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 am currently in a major dispute for fraudulent charges between XXXX with Barclays Bank regarding my JetBlue XXXX XXXX. 

Despite a detailed discussion with a representative on XX/XX/XXXX ( when the fraudulent activity was first brought to my attention ) and assurances in line with Barclays ' {$0.00} Fraud Liability protection, I was dismayed to find all of these charges were taken off and then re-added to my account, totaling {$1800.00}. 

Barclays ' commitment, as stated on their website, assures customers that they are not responsible for unauthorized purchases reported to you, regardless of the card 's status. This assurance is a cornerstone of my trust in their services, and its breach is a matter of grave concern. 

I would like to highlight the following critical points for your immediate action : Questionable Investigation : I was informed that these transactions are being challenged because someone physically used my card 's chip. However, this does not align with the presence of the dozen or so XXXX charges on my statement, which are purely electronic. This inconsistency raises serious doubts about the thoroughness of their investigation, suggesting a lack of due diligence. 

Location Discrepancy : I work in XXXX XXXXXXXX XXXX  six days a week, making it impossible for me to be in the XXXX making purchases at XXXX  or any food places during the period of these fraudulent transactions. If anybody looked at my previous statements they would see I never have been in the XXXX and use my card sparingly. Barclays should have picked up on these fraudulent transactions sooner then a 10 day period. There are charges from XXXX of {$500.00} and {$200.00}. Why would I do that? I didn't!!!! 

Authorized Transactions : The XXXX XXXX charge on XX/XX/XXXX ( {$9.00} ) and the XXXX XXXX  on XX/XX/XXXX ( {$4.00} ) were the only transactions made by me. 

Disputed Amount : The remaining balance of {$1800.00} represents fraudulent activity, and under their zero liability policy, I should not be held responsible. 

Additional Evidence : I have already sent in my XXXX Account statements, and work schedule to corroborate that I couldn't of been in the XXXX during any of these purchases. 

Post-Compromise Charges : All purchases after receiving the new card on XX/XX/XXXX are legitimate and fully paid. 

The current situation not only contradicts Barclays ' stated policy but also reflects poorly on the rigor of the investigation into these fraudulent charges. I have spent atleast 5 hours on the phone disputing these transactions. I urge them to re-examine the evidence, considering my regular work location and the nature of the charges ( physical vs. electronic ), to correct this error. 

Thank you for your prompt attention to this urgent matter.

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