Consumer complaint received 2020-10-08
Company: BARCLAYS BANK DELAWARE
State: CA
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:
On XX/XX/20 I received an automated phone message from XXXX Support stating my XXXX XXXX  account had been blocked because of a breach on the account. Press 1 to speak to a support technician. I followed the prompt and was put on a brief hold and transferred to a man who identified himself as XXXX XXXX. I explained the reason for the call and he said he could fix the problem. He did a remote diagnostic on my computer and showed me the results which showed 83 breach attempts from different locations. He explained it was above his paygrade and needed to bring in the big guns, so he transferred me to XXXX, who said don't worry we can fix this. However with the covid 19 thing going on I can't send you to the XXXX store to fix this, because they are closed. You need to buy a XXXX Gold gift card and we will use that to remove the breaches. Don't worry, this won't cost you a dime, as soon as the breach is removed the money will be refunded to the card used for the purchase. The first purchase was for {$500.00} and as soon as I gave the numbers to him I received a Refund Receipt from XXXX in my email. The attempt removed 10 breaches and he instructed me to purchase 4 more cards which I did because I read the receipt from XXXX which explains the money will be refunded. I purchased 4 cards at XXXX for {$2000.00} and received the refund receipt from XXXX. They removed 40 breaches, so we needed 4 more, I went to XXXX and when I tried to use my credit card it was flagged as possible fraud so I responded using my phone and cleared the warning. I bought 2 of the cards for {$1000.00} and then made a second purchase for the next 2 but the fraud alert came up again. This time it had to be cleared by talking to a person at the card company. My wife had to make the call because it was her card, so while I was waiting I gave XXXX the numbers for the cards I had purchased, and got a receipt again from XXXX for the {$1000.00}. My wife called me back along with the representative from BarclayCard Company to tell me the call I was on wasn't really XXXX and I was being fooled and not to do anything more with them. I argued that it was XXXX and explained what we were doing and the receipts, but he convinced me to hang up with them and call XXXX back on a number published by XXXX. I ended the calls and called XXXX to find it wasn't them I had been dealing with. 
I filed a police report and called to file disputes with both credit card company and my bank for the debit card {$500.00} purchase. I sent a letter to each one to explain how this happened and copies of the police report and copies of each of the XXXX Refund Receipts. 
My bank found in my favor and refunded money. 
XXXX XXXX is still investigating my case. 
BarclayCard has denied my dispute saying I need to take the dispute to XXXX. 
I called my case manager at BarclayCard to explain that XXXX wasn't involved it was a fraudulent call, and they are the ones that told me it was fraud! But they say they have done all they can and I have to talk to XXXX. I asked how they can come to that conclusion when my bank had come to a different conclusion. They didn't have an answer for that. 
Can you help me make my case with BarclayCard Company?

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