Consumer complaint received 2022-08-18
Company: BARCLAYS BANK DELAWARE
State: TX
Product: Credit card or prepaid card
Sub-product: Store credit 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:
On XX/XX/2022, I had made a call to XXXX XXXX Customer Service # XXXX at XXXXXXXX XXXX, regarding a charge for the amount of {$380.00} made on a credit card that I never received in the mail ( replacement card ). I was aware that XXXX XXXXXXXX was switching from XXXXXXXX XXXX  to Barclays sometime in mid XXXX and that every customer should expect to get a new credit card ; however, I never received my new card in the mail. I hardly use the credit card anymore that I forgot that one was supposed to be mailed to me until I got a statement from XXXX  XXXX showing a charge I did not make on the new card I was supposed to get. When talking to the customer service rep she informed me there was a transaction that was conducted on Monday, XX/XX/2022, for {$380.00} at the XXXX XXXX XXXX. I informed her that I didnt make the purchase and that I have yet to receive the new card. I also informed her that I was sick due to testing positive for COVID and that I was also pregnant and that I clearly remember what I was doing on the days of XX/XX/XXXX through 2 weeks later, as my now husband and I were out of work at home sick. She states that a new card would be order and I spoke with the person that was ordering that new card. She also told me that she would help me get setup on the Barclays app since I wasnt able to be for to make a payment on items I purchase back on XX/XX/2022 ( last authorized items ), since I had no new card number or account number with Barclays. My payment of {$16.00} was late for that reason of me not having access to pay online or through app. Once, I was all setup through the app, the representative had me speak with someone else regarding the unauthorized item. That person asked me if I recognized a transaction for about {$190.00} and I told her that I did not recognize it. I asked the First lady helping me why she didnt mention the {$190.00} charge and she stated that she does not see a charge for that amount and only for the {$380.00}. I stated the dispute of the {$380.00} through the Barclays app with the help of the customer service rep and informed her there was in fact a charge of {$190.00} but not {$380.00}, so I disputed both items as I did not make them. Before hanging up, I was informed that a case would be opened and the items would be investigated. 

On XX/XX/2022, I received a call from Barclays ( I thought the call would be about the transactions disputed as I was told someone would call me ) and it was a representative asking if everything was okay as they noticed I havent made a payment. I explained to that gentleman everything that happened when I first called. He said that he would have to transfer me to the dispute department ; however, that person spoke for one second and then hung up. I called the customer center again and told him where I needed to be transferred. Before transferring me he spent a couple minutes explaining to me the difference between dispute department and fraud department, which I am aware what the difference is and was just telling him where I was last transferred to. After reaching the fraud department, I again explained what happened and they said that they needed to transfer me to collects department as now the items were being handled with them as I was late on payments. Once speaking to the fraud agent, she informed me that the person who transferred from fraud department told her I wanted to make a payment, which is NOT what came out of my mouth. I told him I will not be making a payment on items I did not authorized and I have disputed. Fraud agent then told me that she needed to speak with the investigating department after I explain everything to her about the authorized items. Once she got the investigation agent on the phone the call cut out again. I had to call back again and I asked to be transferred to the fraud department to the last person I was speaking to but that didnt happen. I got a new person that I needed to explain things to again!!!! The new person informed me that the card I was supposed to receive in the mail in mid XXXX was activated as of XX/XX/XXXX, which I told her was not by me. Never once did anyone mention that since a card was activated in my name that I would need to file a identity theft report! Also, how could I of made a card purchase with a new card that I NEVER had in my hands???? She then told me that the case that was opened back in XXXX was closed due to being past the investigation date, so thats why it was never handled probably. Before, ending the call she told me that the item would be disputed and a case would be open. Also, one department stated they only saw the {$380.00} charge and another told me they only saw a {$190.00} charge, so I am very confused as to why people see different things and tell me differently. 

Also, one my account was unrestricted. Why, if there were fraudulent charges? 

Two, did they close out the card that was used or did they send me the same card number? 

The issue has not be resolved and I was threaten with the items being sent to collections. The account is still receiving late charges and I dont want it to affect my credit score.

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