Consumer complaint received 2020-06-30
Company: BARCLAYS BANK DELAWARE
State: MO
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:
Specific Complaints Against Barclays Bank We submit to banking industry oversight authorities and legal representatives the following as complaints to bring against Barclays on our behalf : Barclays refused to do anything to stop the posting of the fraudulent charges ( four charges totaling US {$19000.00} ) made to our account on XX/XX/2020. We requested ( by phone ) a stop to the posting on XX/XX/2020, after gaining online access to our statementa full day before the actual posting on XX/XX/2020. 
Barclays dispute officers failed to open a fraud investigation from the beginning, as we suggested, instead insisting we open our complaint as a dispute. 
Barclays failed to contact the vendor, or else did not keep us adequately informed about any contact, or lack thereof, between the bank and the vendor ( or vendors bank ) during the investigationall while seeking no additional input from us but strongly advising us to cease all contact with the vendor during the dispute investigation. In retrospect, elicited information from such contact might have provided evidence to strengthen our case with Barclays. 
Upon negative resolution of the dispute in our favor, a Barclays representative, XXXX ( Operator ID XXXX  ), accepted and confirmed our request to escalate our complaint to a fraud investigation, issuing a fraud case ID XXXX on XX/XX/XXXX ; however, during our phone call on XX/XX/XXXX, XXXX ( Operator ID XXXX  ) informed us that Barclays refused to do a fraud investigation ; the case number was thus retracted and closed. 
Barclays penalized us with interest and late fees before allowing adequate time for us to receive the dispute rejection notice sent through regular mail on XX/XX/2020. We did not receive that letter in the mail until XX/XX/2020 -- six days after the mailing date ; therefore, we had no chance to respond with the minimal payment required before Barclays recorded a late payment notice that immediately damaged our individual credit scores. 
About 20 % of the total charges by the vendor were made to our XXXX XXXX XXXX  Mastercard. In light of XXXX XXXX prompt investigation of our case as credit card fraud and its decision in our favor over the exact same vendor and transaction, we submit that Barclays did not exercise due diligence in their investigation on our behalf, nor did the bank recognize its corporate responsibility to us as long-term customers who count on credit card protections from fraud when making transactions. The final decision, resulting in a catastrophic financial loss for us, appears to have been arbitrary and blind to the fraud prevalent throughout the timeshare sale and resale industry. Barclays investigators appear to have ignored all the details about the fraudulent transaction provided in our letter to Barclays investigators during the ongoing disputed investigation ( see Attachment B dated XX/XX/XXXX ). 
Barclays poor process communication of its process, insufficient investigation, and disingenuous and careless treatment placed great stress and anxiety upon us over several months. Hours of waiting on the phone to speak with Barclays representatives exacerbated all the COVID-19 job stress. 
Barclays failed its online Complaint Policy statement by NOT forming a cohesive picture of our situation, NOT considering our integrity as long-term customers in its review of individual merit, and NOT giving any indication of having performed additional research to substantiate our case. 
By not resolving this dispute in our favor, Barclays is, in real terms, aiding an international criminal organizationawarding it with our US {$19000.00} and sending the message that further, bolder illegal operations can continue with impunity.

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