Consumer complaint received 2023-01-28
Company: BARCLAYS BANK DELAWARE
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
I used my Barclay mastercard to pay for an item online. I realized just as I hit submit that the site looked off and struck me as a possible fraudulent site where they steal your numbers and info. I elected to go to my credit card 's account and lock that card to keep it from being used in case of a fraudulent charge. It stated that when I locked it if it were to be used they would notify me. They did not. It was used, but they just removed the charge and didn't allow it to post. I happened to see it because I monitor my accounts daily. I reached out to them and confirmed the charge did indeed happen and it was on the locked card. I then filled out the fraud form so they could cancel the card that had been compromised and send a new one. Except what they sent was a letter for me to call them. So I called them XX/XX/2023. They told me they would have to call me to prove I was me. But they did not call my cell phone that is on the account. They called my spouse 's which is the secondary. They did not answer as their job does not allow them their phones while working. So they told me I had to answer public questions. They asked me what the nearest cross roads were to my home, but refused to explain if a T was considered a crossroad for them so I named XXXX XXXX within a mile radius to my home, but none of them were correct apparently. They then asked me to name the creek that flows near my home. There are 2. One crosses my property in the back and the other is to the west and I cross it when driving. I asked which one. They did not answer me and honestly I've never seen a name for either nor have I heard them called anything other than the creek on XXXX XXXX. The one on my property has never been talked about. I had to look up the plat info for the county to find the name for them. So then they tell me I have to provide to them my DL front & back. My utility bill in my name mailed to my address. None are, all are in email format and it is just an amount and due date. Everything is on auto bill pay from my bank. I explained that I don't get any utility bills mailed to me and most are in my spouses name as they pay the bills. I was told so sad too bad, they are shutting down my account because they suspect fraud and I must send them this information. I also must send them a copy of my bank statement which includes account numbers for accounts I have paid. I also am being required to send them a copy of my social security card front and back. I responded to a letter they sent, but I honestly feel like they are trying to steal my identity. I've had my XXXX card number stolen by a teen at the pizza shop and fraudulently used. I was never treated like this. They verified through information they had on file or that was in my credit report and sent a new card. I am seriously scared to death to mail all those items through the mail to them as my identity could easily be stolen then. And they refuse to speak to me to clear up whatever they think has happened with my card even though I am the one that took steps to ensure that the card was locked and not able to be used fraudulently. But now I'm being punished. They have even locked me out of my online account and I literally can't even pay the last bill as I pay it online.

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