Consumer complaint received 2020-10-14
Company: BARCLAYS BANK DELAWARE
State: CO
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 XX/XX/XXXX at XXXX, I received a text message from Barclay Visa fraud asking me to approve a charge of {$130.00} at a XXXX  XXXX XXXX in XXXX XXXX CO XXXX I woke up to the text and responded " NO '' quickly at XXXX and called right away. The credit card was paid off in full back in XXXX and there was XXXX intention of ever using the card again. Also, it pays to mention there was also only one credit card issued in my name even though my husband was an authorized user. So much to my surprise, when I received a text asking if the charges were me. I was out of town with my husband and XXXX children in XXXX XXXX, CO for a performance as I'm a XXXX XXXX. I was performing for the XXXX XXXX XXXX XXXX. I filed a claim with the fraud department and they removed the charges back in XXXX. On XX/XX/XXXX, when I returned home from a trip, I received a letter from Barclays stating they have added the fraud charges back to my account and that I'm responsible for the charges. To say I was upset, is an understatement. I have faxed in proof that I was not in XXXX at the time of multiple transactions on my Barclays card. I have even filed a police report. Barclays is dragging their feet, saying I am responsible for the fraudulent charges on my account. I've been told countless times that a manager would call me, I have never received a call and that was confirmed by customer service in the fraud department, they said a couple of manager 's have reviewed my account but no calls. Many of them have been very rude on the phone with only a few helpful agents who clearly understand my and my husband 's frustration. Each time I call, which is at least once a week, I get a different story from the agents completing contradicting each other. One of the major fraud charges is over {$1000.00} at a hotel downtown XXXX, there is no reason they can't investigate that and prove that it was not me. That is one of the reasons why we filed a police report. My husband and I are having to do all the investigating because they are refusing to do their job. I think it is absolutely ridiculous that I'm going through this.. I want the fraud charges removed based off my proof that I was not in XXXX, CO at the time of these charges. This should not be difficult. I am so disappointed with Barclays, I would never do business with them again if this is how they treat their customers when fraud happens. They sent a letter on XXXX XXXX, which I received in the mail yesterday ( XX/XX/XXXX ), saying after conducting their investigation, they have determined that I'm not responsible for the charges. I called this morning ( XX/XX/XXXX ) to confirm, just to be told by the agent that the letter was a mistake and sent by accident. I am dealing with incompetent people, and this needs to be rectified like yesterday!!

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