Consumer complaint received 2020-06-09
Company: BARCLAYS BANK DELAWARE
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My name is XXXX XXXX I am Barclays Arrival+ card holder. I am writing in regard to unauthorized charges on my account and unfair treatment by Barclays fraud investigations representatives and denial of fair investigation of my case. 

In early XXXX there were unauthorized transactions on my credit card, as I found out about it I have reached out to Barclays right away and have let them know about unauthorized transactions. In that conversation I have mentioned that the card was most likely stolen from my car, thats where I believe I had it. I was asked few questions and then I think I have asked representative if I need to file police report. To what representative told me that I dont need to file it. The credit for unauthorized charges was issued. On XX/XX/XXXX I have left for my month-long business trip to XXXX, returning on XX/XX/XXXX. I have prove of my absence in my passport showing stamps of entering and exiting XXXX countries. In my absence there was a mail sent that was asking me to affidavit that the card was stolen, and that I dont know the person who did still it. I have sent that document in few days after my arrival to USA and saw that the earlier credit was reversed. Then I tried reaching Barclays in regards to that reversal, and at that time it was full blown pandemic and I couldnt reach anyone. After numerous calls I was able to reach someone at customer support and they told me that fraud investigations department is closed due to Covid-19. I have asked if I can pay this card now as I have few days left before past due date and then keep disputing charges. Customer service rep told me yes that this shouldnt be an issue and that it will not have affect on my dispute. 

Three weeks ago, I was finally able to reach to fraud investigations department and spoke with XXXX. XXXX has advised me then to file a police report and send it with letter. I am 99 % sure that on first call when I reported unauthorized activity I also asked if I need to file a police report, but was told that Barclays doesnt need it. Now 3 months later Barclays is asking for police report and police says that its too late and that they cant do investigation as car was washed and most evidences where removed from car by now. In case if I even didnt ask why you waited for so long to request a police report, you deal with such situations on the daily bases and request a police report only 3 months later knowing that its too late to obtain that police report. I was supposed to be advised on first call to obtain the police report. Arent you dealing with such cases on daily bases, and if police report is one of major documents for this investigation why instead of encouraging me to obtain one you rep told me not to get one? 

Then I placed multiple more calls trying to understand why this credit was reverted and how I can get fair assessment of this dispute. However, when I reached out to fraud investigation, rep told me that there was a valid charge on the account and right away I told its mistake. Right away I reviewed my account and there was a valid charge which is your annual membership fee. So yes, it is valid charge automatically charged by Barclays every year, but what I have to do with it? Then I had another call, when I tried to explain that its absurd to use automatic annual fee charge as bases to deem fraudulent transactions as authorized. Then new rep by name of XXXX told me that there were other transactions in XXXX that were not approved after unauthorized transactions and that those were deemed valid as thats what I have said to some rep on the phone. I disagree with that as I remember this conversation and that I told specifically that my card was stolen and when rep asked if those transactions were valid, I asked what she means, and she asked if the card was present when transaction were made? To what I replied probably as they have my card and the transaction would go through only with chip. In this context it was obvious that I was referring to them stilling my card and physically using it. But Barclays chose to shuffle the words and make representation that I have said that the charges made after unauthorized charges are authorized. There is a difference between card present and authorized charges, this is misrepresentation and almost fraud! Then XXXX the rep told me, why did you pay then if it wasnt you who made those charges? I wouldnt pay it if it wasnt my charges. What a great way to back the validity of the argument! Well, I paid because I care about my XXXX credit score and because I will need my credit history throughout my life and there is nothing wrong with me paying it not to be reported late and continue to pursue fair resolution of this investigation. I placed multiple other calls with Barclays and every time I was given really ridiculous reasons why these charges are valid and dispute cant be reopened. For example, I spoke with rep XXXX on XX/XX/XXXX or XX/XX/XXXX and she told me that those charges are valid because XXXX was able to verify me. When I asked how XXXX verified me, she replied that my name was on the receipt. Well, I told her that card has my name on it and my signature on the back so how does that make this verified transaction? She told me that my signature/name is verified and matching. I told her that this is impossible and asked her to review that signature, when she pulled up receipt, she told me there is no name or signature on the receipt. Then she told me that apple verified me by my social security number. And quite honestly, its just a ridiculous misrepresentation because every household has an apple product and never anybody had to verify they social security number to make a purchase at XXXX. This is huge misrepresentations and to some extend fraud if not to big extend. 

All that being said, I have an extraordinary amount of stress being caused to me with this unfair investigation and misrepresentations of Barclays employees basically accusing me in fraud while misrepresenting facts and committing fraud themselves. And based on my recent conversation with manager XXXX he understood the situation and advised me to write 2 letters, one to fraud investigations department and another one to executive office. He told me that the case most likely will be reopened and will be given fair assessment. I am writing this letter to request a fair investigation and to assign a single contact person to my case that would be able to examine the entire case and listen to all phone conversations and see what really is true and whats not. Also all reps at Barclays need a better training to resolve fraud issues, however it looks like they were trained to brush clients off with giving 100 misrepresentations to back the denial of dispute. Please be advised that if you will deny me in reopening my case and fair investigation of it. I will turn to CFPB, governor XXXX and senator XXXX to protect my rights. And if they will not be able to help me, I will file a law suite against Barclays Card and sue for unauthorized charges, stress that I had to go through, loss of time, interest on my money and legal fees for attorney. Will also get the press involved telling the story of how I was mistreated and what ridiculous statements were made by your reps. All I want is fair investigation please.

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