Consumer complaint received 2018-11-23
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
Between XX/XX/2018 and XX/XX/2018, my identity was stolen and this person ( s ) attempted to open several new store credit cards as well as use my existing credit cards to make approximately {$20000.00} in unauthorized purchases at retailers including XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXXt and the XXXX XXXX. I have worked with all the retailers to remove the unauthorized purchases, however, Barclay 's bank has dismissed my fraud claim and insists the account opened for an XXXX XXXX purchase in the amount of {$3400.00} is valid. 
When I became aware of the fraudulent activity, I immediately contacted Barclay 's bank, which was around midnight of XX/XX/2018. Instead of reporting the account as fraud, the Barclay 's representative closed out the account with NO ACTION. Several weeks later, I received a call from Barclay 's due to a " late fee '' on this account. I spoke to a Barclay 's representative and explained the account was fraud, and they informed me they would conduct an investigation. Several weeks later, I received notification that " the investigation '' concluded that I was liable for the account. I asked for the proof and explanation as to how they came to this conclusion. 
I reiterated that I am a victim of identity theft. The other unauthorized purchases were made in the XXXX XXXX area as well. They refused to provide the information and insisted I file a police report. I informed the representative that I was unable to do so because the police wanted to know the location of the crime, date, person, etc. which I do not have the information for. 
I reached out to XXXX XXXX on XX/XX/2018, at Barclay 's bank, who referred me to the Office of the President. I was assured my claim would be investigated. Several weeks later, on XX/XX/2018, the representative from the Office of the President, XXXX XXXX informed me that the account is valid and I am liable for it. I again asked for the proof, including the date of the purchase, but she was unable to provide. The " proof '' is that the XXXX XXXX is within 40 miles of my home so it is feasible that I made the purchase. She discounted the fact that there are several other XXXX XXXX much closer to me, including one that is less than 10 miles from my house and that I had my identity stolen. She was unable to provide me with a date or anything substantial from the investigation so that I have an opportunity to dispute. The representative from the Office of the President, XXXX told me she would call me back with the date of purchase, but that was on XX/XX/2018, and I have not heard from anyone since. I reached back out to XXXX XXXX, Head of Corporate Communications, at Barclay 's on XX/XX/2018, and he informed me he would forward the request to Customer Service. 
Not surprisingly, I have not heard from anyone at Barclay 's.  Meanwhile, Barclay 's is reporting this account as a delinquency on my credit report, dropping my score hundreds of points as each month goes by. 
I am reporting the unethical behavior by Barclay 's in ignoring my fraud claim and not properly investigating it. I initially reported the fraud early XXXX, and instead of initiating a timely and thorough investigation, Barclay 's closed the account. It has been 3 months and Barclay 's has not properly investigated this fraud claim. I have spent countless hours providing them with the documentation and had several discussions to verify my fraud claim which they have chosen to ignore. Barclay 's egregious and unethical behavior must be made known to consumers. They should not be allowed to bully me and harass me into paying for an account that I did not authorize or open.

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