Consumer complaint received 2019-09-17
Company: BARCLAYS BANK DELAWARE
State: VA
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:
On XXXX XXXX I call my Creditcard company reporting a transaction that was done on my credit card that I did not make myself.when I called I spoke with a lady and reported to her that there was a purchase made on my card of {$450.00} and that it wasnt me who did the purchase. I told the lady that I havent used my credit card for a while and that all I been doing is paying off my credit card I noticed it because went I make payment I like to go on my mobile app to see if the payment went through and thats how I noticed the amount of {$450.00} on my card.And also I told her how can anyone used my card if I have it locked? On my mobile app it said card lock. She told me to wait and put me on hold went she came back she said yes your card is lock I see it lock but dont worry I will send you a new credit card with a different number and this other one Ill have it cancel. I ask her whats going to happen to that charge of {$450.00} that I didnt make she said dont worry we will have it removed and itll take about 4 to 5 business days if you still see it on your statement please call me back and we will see what we can do for you. We will have someone investigate the fraud. On XXXX XXXX I received a call while I was at work but missed the call the card company left me a message asking me to call them back. I called them back on that same day and told the lady that someone call me regarding my credit card fraud and they wanted to speak with me she transferred me to the right department and the lady started asking me questions about what happened and I told her the same thing. She put me on hold for a long time had me for almost 45 minutes on the phone just to tell me at the end that I will be responsible for the {$450.00} purchase because basically I wasnt specific saying with my own words that my card was stolen or lost! I said what? Supposedly Went someone call and the answering machine said press this number if your card has been stolen or lost doesnt that tell you Im calling because it has been lost or stolen. Or went the owner of the credit card noticed a purchase done on her card and call and said I did Not! Make that purchase doesnt it tells you my card was used without my consent.She then said well your card has a chip so it can not be used I said what do you mean it can not be used if a robber steal a credit card having a chip on the card is not going to stop the rubber by stealing a Creditcard and it can be used thats ridiculous I told her and by the way I said my card was locked because thats what it said on my mobile app and thats what the other lady said on the other phone call I made the first time. She said no no I heard the conversation and she said that it was located now because she saw it lock. I was in shock I told her that I didnt have with me my purse that day XXXX call the first time so I couldnt really said if my card was stolen or lost that after I made the call I went to check my purse and noticed that I didnt have the card with me. She said well you should have said it to her I said but she didnt even ask me either! She didnt ask me is your card stolen or lost? Because I basically told her I didnt make this purchase of {$450.00} so I figured or she figured that my card was stolen or lost. And also I told her look at my transaction I havent made one transaction for a long time all I been doing is paying off my credit card each month I been paying {$300.00} so why would I spend {$450.00} in one day thats ridiculous.At the end of the conversation she said well sorry cant do anything for you I went off and told her this is stupid you should have in big letters went you call to report your card stolen or lost please said it in your own words and out loud My Card Is Stolen Or Lost! Because if you dont said that your claim will be denied. It doesnt matter if you press where the answering machine said press this number if your card was stolen or lost. And it doesnt matter if you said I havent made this purchase and I didnt consent that transaction. I basically will have to go on all social media and tell everyone what kind of credit card company this is and to be sure they said those words out their mouth. And I will for sure go to XXXX  on your XXXX to see if I can go on television and have them put it on Tv. I will make this situation come out on social media or on Tv if my problem is not solved. I am determined to take this far one because its not fair and two because I dont want anyone else to go through what Im going.

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 monetary relief