Consumer complaint received 2023-12-13
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I logged in to pay my monthly bill to my Barclays View card ... which I rarely use. I was taken back by the large Balance of over 12 thousand dollars. There were 4 total transactions. 

1. Balance transfer to XXXX XXXX for {$7400.00} ( Wednesday, XX/XX/ ) 2. Balance transfer to XXXX XXXX for {$4400.00} ( Thursday, XX/XX/ XXXX XXXX ) 3. Balance Transfer Fee {$220.00} ( Thursday, XX/XX/XXXX  ) 4. Balance Transfer Fee {$220.00} ( Thursday, XX/XX/ ) I immediately called to report the fraud. They assured me it would come off my account and they would investigate. The fraud did not come off the card... I had to keep calling. The 3rd or 4th time I called ( but this time with some assertion ) they finally removed the charges and apologized for their new system that was having problems and the complaint didn't go through. I asked if they could provide me with a name or any information of who this transfer went through to. They could provide me with nothing and said their fraud department would handle it. 

To note : I never received any emails about a balance transfer. I never received any physical mail about any balance transfers. I've done balance transfers in the past and I always receive some information. These charges just randomly appeared on my account out of nowhere and there is no documentation to be found about it. 

Fast forward to today ( XXXX  ) : I got a letter that concluded that " the activity was valid based on my credit report where the balance transfer was sent. '' So, they reinstated the giant balance and transfer fees. 

I called today as well ( XX/XX/XXXX  ) : I stated my issues with these findings and demanded more information. I demanded they let me know the name of the person who received my money. They could not provide that ... All they can provide is the last 4 digits of the credit card to whom received my money via balance transfer. The card digits do not match any of my cards or my wife 's. I even went into my credit report to make sure my identity wasn't stolen, and someone didn't open a card in my name with those last 4 digits. 

There was almost no information they could provide me with. I find this infuriating considering if they claim I set up this balance transfer, they should be able to provide me with all the information that I would have had to supply them with to make the balance transfer possible ... including the name of the person that received the balance transfer or proof of mail that was sent out to inform me that a transfer even took place. 
The only step the fraud dept representative could take was to start a " reassertion case, '' because I refused to accept the findings. He also informed me that I need to send a formal letter to the fraud dept with any information I can provide to help my case.

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