Consumer complaint received 2021-05-25
Company: BARCLAYS BANK DELAWARE
State: CA
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:
In late XXXX someone made four fraudulent charges on my credit card account. I reported them to Barclays customer service. The customer service agent said they would remove the charges from my account. They closed my card and issued me a new one immediately. Approximately a week and a half later I received a letter from Barclays fraud investigation. The letter said that they had concluded an investigation and found that I was in fact responsible for the charges and placed them back on my account. I called Barclays customer service to tell them that i did not make the charges and got transferred to fraud investigation and spent 6 1/2 hours on the phone trying to tell them that I did not make the for fraudulent charges. Most of the people that I spoke with in fraud investigation did not believe me. After six hours on the phone I finally got a hold of an agent who listened to me. She was the only person that would look further back in my account. She looked just three weeks back in my account and found that Barclays had accidentally sent someone else a second card linked to my account. She told me that this was evidence that I did not make the fraudulent charges and that they would be removed within 48 hours from my account. 48 hours past and the charges were not removed. I called customer service they told me to keep waiting. After six days the charges have not fallen off. I called fraud investigation again having to wait 45 minutes on hold to get anyone to pick up the phone. They told me that it was a mistake and that the charges would be removed in 48 hours. I went back into my account approximately 24 hours later and the charges had been removed. I thought the issue has been resolved. I was wrong. Approximately 36 hours after the charges had been removed Barclays put them back on my account. I had to call fraud investigation again. After speaking with them again they told me that it was a mistake and they didnt know how the charges got put back on my account and that they would remove them. Approximately 48 hours after this call I went back into my account and saw that it was a mess there were additions and subtractions and negatives and positives and it made absolutely no sense. This is terrifying and I called to close my account. When I closed my account I was informed that my account had an {$800.00} credit. This makes no sense if they removed fraudulent charges the balance should be XXXX there should not be a negative credit on my account. I feel like this is a set up. I feel like they are hoping that I cash the check and then they are going to go back and say that they completed some investigation and that I owe them the money and take me to collections. And in doing this they are attempting to ruin my credit. Barclays is a predatory financial institution. People should beware. If I was an elder or a single working parent I would not have had the capacity to try to resolve this. And even with my capacity, this issue may not be resolved. This is one of the most terrifying things that has ever happened to me as a consumer in my entire life.

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