Consumer complaint received 2022-09-03
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: Card was charged for something you did not purchase with the card

Complaint:
Firstly, let me start by saying that I have been a XXXX XXXX credit card holder for more than a decade. I also have excellent credit history and take my purchasing decisions very seriously. Now I do not want any relationship with XXXX XXXX. due to the inability of the XXXX XXXX XXXX to address repeated security breaches and fraudulent activities that plague my account. My credit score is seriously affected by this issue, and they are not helping. 

In the XXXX 2022 statement I found fraudulent charges on my XXXX XXXX XXXX credit card, which looked very strange with no description of what was bought. Some of those charges were in a vending machine in Maryland. I live in XXXX Texas. The amount of fraud charges was {$230.00} made from XXXX 2022. I reported them in XX/XX/2022. On XX/XX/2022 the card transitioned from XXXX to Barclays XXXX credit card. A new card was issued. The old XXXX XXXX card ( XXXX ) ended in XXXX. The new card that opened after the transition to Barclays in XX/XX/2022 ends in XXXX. 

In the XXXX 2022 statement I could still see wrong charges. I know it takes time to investigate but wanted to confirm that they are still under investigation since I didnt want this to affect my credit history. Its a good thing I called because the charges from XXXX 2022 were not tagged as fraudulent. After calling several times why this is happening I discovered that there was confusion because the fraud charges were made BEFORE the card transitioned from XXXX to Barclays. When I called XXXX to report them as fraud they said they can not see the card charges because they transferred all my history to Barclays. When I called Barclays they said they can not see the charges that occurred prior to the transition because they occurred in the XXXX card. 

I was subjected to more fraudulent activity because in the same XXXX 2022 statement, I found additional charges made. The additional charges were made after the card transitioned from XXXX to Barclays for {$230.00} done on XX/XX/2022. I called Barclays again, long wait for each call, and spoke with multiple departments. They said they tagged them as fraud, however they still couldnt help with the charges made BEFORE the card transitioned from XXXX to Barclays. At that point, I asked to close the card and never issue me a new one. I wanted to close my relationship with XXXX XXXX cards. 

I received a letter dated XX/XX/2022 from Barclays stating that my card ending in XXXX was closed due to fraudulent activity and I am not responsible for any activity pending the investigation. 
Around XX/XX/2022, I found someone in Barclays who could see the fraudulent charges that occurred BEFORE the card transitioned from XXXX to Barclays. She said she reported them to management and claims to have issued a fraud report. 

On XX/XX/2022 I received a call from Barclays stating that I have not made payments on a card with a new number ( ending in XXXX ). I asked what card XXXX? I am not aware of this card. That was a new card Barclays opened in my name. They are asking me to pay charges I had clearly reported as fraud on a card I never requested. When I recited the whole story again the lady didnt seem to know much about my history. I pleaded with her to look up my history. I asked her why Barclays opened a new card under my name when I exclusively asked them not to. I also asked her why she couldnt identify that I had 2 separate fraud reports submitted. When I insisted she help me understand these questions she placed me on a long hold then hung up on me. 

On XX/XX/2022 I received a call from Barclays stating that I have not made payments on my card. I was very confused since I had reported the charges as fraud. After checking they found the letter from Barclays XXXX XX/XX/2022, stating that the card ending in XXXX was closed due to fraudulent activity. They also said something disturbing, that they could not report as fraud the transactions that occurred BEFORE the card transitioned from XXXX to Barclays. I explained that I went through several calls with Barclays and XXXX, and that Barclays finally said they could see them and tag them as fraud. Now they are telling me they can not do that. Moreover, they advised me to call XXXX XXXX and XXXX. I explained thats what I did many times. XXXX XXXX said they can not do anything else about this and that I have to contact the credit card company. XXXX said they transferred all the records to Barclays and can not tag anything as fraud sine they cant see it. That day I called XXXX XXXX again at XXXX and the automated system said they no longer receive calls. The system said to call the credit card company or XXXX. I called the latter number and the system hung up on me. 
On XX/XX/2022 I also found out that my XXXX XXXX decreased by XXXX points due to non payment. 

Today is XX/XX/2022 and I still receive calls from Barclays XXXX asking me to pay, and they seem to be oblivious to what was going on, or they didn't care. Sometimes I pick up the phone but they just play music, as if they are playing with my nerves? 

I am stuck in this dilemma. Every conversation I have with Barclays gets me nowhere. There is no communication between the people at Barclays which is dangerous. Barclays is missing the point that my account was repeatedly hacked and there is clearly a security breach. There is a serious security leak going on and I am questioning the whole XXXX XXXX Barclays card companys legitimacy. 
I have lost sleep, work hours ( i.e. lost wages ), and am considering legal counsel. I am contacting the Consumer Financial Protection Bureau to help me resolve this issue.

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