Consumer complaint received 2020-02-06
Company: BARCLAYS BANK DELAWARE
State: PA
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: Card was charged for something you did not purchase with the card

Complaint:
I have been a loyal customer with a prompt payment history with Barclay's/Juniper Mastercard. Back in XX/XX/2019, I noticed a pending charge on my Barclay 's Mastercard. I called the bank immediately and advised them this was not my charge. This charge was dated was XX/XX/XXXX, amount was for XXXX from XXXX ( I never even heard of this company ). They removed the charge from my account. I received a confirmation letter on dated XX/XX/XXXX advising an investigation would be made pending the outcome, I would not be held responsible.XXXX XXXX I received a second letter determining I am not responsible, pending the merchants response. On around XX/XX/XXXX, I received a call from an XXXX number, at first I didn't want to answer, it was Barclays saying they considered the transaction valid, claiming the package was delivered to my address. I closed the account immediately. Several days later, I received a letter saying the transaction was valid and the charge would be placed back on my account. 
As a result of these findings, I did reach XXXX and XXXX. The XXXX tracking information shows a package sent, and per the customer it was pulled off the truck and signed fraudulently at a XXXX facility. I also received a copy of the fraudulent signature. I reached out to XXXX, it seems to purchase was made online with a fake email address and a SECOND attempt was made but failed validity the following day on XX/XX/XXXX. I followed up with XXXX with a case number advising them of the fraud transaction. I gathered all the information along a police report and all attached documents from XXXX scanned and faxed to Barclay 's requesting an appeal. Since this incident, I did speak to a manager named XXXX at Barclay 's. I faxed and sent the information certified backing my claim and it was denied a second time. All the letters are enclosed. When I tried speak with someone who actually investigates these cases, I got absolutely no response. 
Now the case has been reopened in Merchant Dispute at Barclay 's and I feel like my issue is falling on deaf ears. I also spoke to a Customer Service Manager at XXXX, his email is attached. All my documentation is attached. Even when I spoke to several people on Barclays end they confirmed they received my information I submitted based on findings but can not explain why the transaction wasn't reversed. It is very frustrating and I do not want my credit rating jeopardized by this outcome.My initial appeal letter is also attached. I have already spoken with a lawyer but wanted to try to resolve this initially with Barclays first. All documentation will be attached and scanned. A copy of my initial appeals letter is attached. Also attached are 6 letters received by Barclays. Two of the letters are conflicting, one saying they agree it was fraud ( dated XX/XX/XXXX ) the other dated XX/XX/XXXX upheld they're decision. A police report is attached, the detective agreed when he saw the tracking information that it was suspicious.

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