Consumer complaint received 2022-06-05
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:
On XX/XX/2022, at approximately XXXX XXXX  ( PST ), while reviewing my Barclay Card MasterCard purchases I saw four unrecognized/unauthorized pending charges to my credit card. The pending charges were : ( 1 ) XXXX XXXX for {$950.00}, ( 2 ) XXXX XXXX for {$700.00}, ( 3 ) XXXX XXXX  for {$650.00}, and ( 4 ) XXXX XXXX for {$18.00}. None of these purchases were made by me, and I had physical possession of my Barclay card. On this same date, I immediately contacted Barclay Card customer service, via phone, and explained that I had noticed some unrecognized/unauthorized charges on my credit card. Customer Service subsequently transferred me to the Fraud Unit. I then advised the Fraud unit of the unauthorized/fraud pending charges on my credit card, during which time they asked me to confirm other charges on my account. The Fraud Unit representative then reviewed the charges on my account and told me that they could see that the four above described charges were fraudulent as that they were all online purchases and further advised me that they would be removed from my account. 

On XX/XX/2022, I electronically reviewed my Barclay Card MasterCard account and saw that the XXXX XXXX, XXXX XXXX, and the XXXX XXXX charges were now listed on my account as recent ( completed ) transactions. However, the charge to XXXX XXXX was no longer listed in the recent nor pending transactions. At approximately XXXX XXXX., I contacted Barclay Customer Service and asked to be transferred to the Fraud Unit. The representative advised that he wanted a chance to help me and asked what the issue was. I advised the representative of the fraud charges and told them that now the charges were listed in the completed transactions. The representative said that he was reviewing my file and then he told me that he saw that the charges were being investigated by the fraud unit and told me that it may take one to two billing cycles until I would receive a credit on my account for the charges. I told the representative that I still wanted to speak with the fraud department and the representative provided me with phone number XXXX to contact the fraud unit directly. Following that call, I tried calling the fraud unit, but received a message that they were closed for the day. 

On XX/XX/2022, at approximately XXXX XXXX I called the Barclay Fraud department to inquire about the three remaining charges on my account. During the discussion, the representative advised me that the investigation regarding the charges for XXXX, XXXX, and XXXX XXXX was completed and that transactions were put back onto my account because the investigation determined that I had made the transactions. I assured the representative that I had not made any of the transactions and the representative stated something to the fact that my name had been on the ticket ( airline ticket ) and so the charges were put back onto my account. The representative told me that my only option was to submit proof to the fraud unit that I had not made the purchases and suggested that I contact the police and make a report. I asked the representative why the XXXX XXXX charge was not on the transactions, but that the ones for XXXX, XXXX, and XXXX  XXXX  were, and the representative was unable to give me an answer. I asked the representative to provide me details of Barclay 's investigation along with the IP addresses of where the online transactions had occurred so that I could do my investigation. The representative told me that they could not give me any details of their investigation and said that I would need to submit a subpoena to Barclay to get the information regarding details of the investigation. I then asked to speak to a supervisor and the representative said that they would send a message to have a supervisor contact me as soon as possible. ( As of the writing of this statement, I have not yet heard back from any Barclay manager. ) The representative then provided me with po box XXXX XXXX, Delaware XXXX as to where I could send the documents with proof of my claim. 

On XX/XX/2022, I contacted XXXX XXXX Customer Service Representative, XXXX ID # XXXX, during which time I discussed the fraudulent charge to XXXX that was submitted on my credit card on or around the date of XX/XX/2022. Representative XXXX then advised that she could check the records to help me in the matter and asked me for my full name and the credit card number so that she could perform the checks. After given the information, XXXX then searched the XXXX electronic records and advised me that she was unable to locate any tickets purchased under my name or tickets purchased using my credit card number during the time frame, or any time in XXXX, XXXX. Representative XXXX then advised me that she was going to open up a case ( Case # XXXX ) with the information and submit it to XXXX investigations to look into the matter. XXXX took my e-mail address and said that I should her back from XXXX investigations via e-mail in approximately 5 business days. 

On XX/XX/2022, I also called XXXX XXXX Customer Service and spoke to Representative, XXXX ID XXXX XXXX, during which time I discussed the fraudulent charge to XXXX that was submitted on my credit card on or around the date of XX/XX/2022. Representative XXXX then freely advised that he could check the records to help me in the matter and asked me for my driver 's license number and the credit card number so that he could preform the checks. After given the information, XXXX then searched the XXXX electronic records and advised me that he was unable to locate any rental transactions under my driver 's license number or my credit card number. Representative XXXX then provided me with an XXXX case number ( Case # XXXX ) and recommended that I send an e-mail ( to XXXX ) and a screen shot of the credit card charge to make a formal request to XXXX to investigate the fraud charge. Following the phone call, I submitted an e-mail to XXXX with details of the unauthorized charge and the screen shot with a formal request to investigate the XXXX fraud charge of {$700.00}. On XX/XX/2022, XXXX Customer Service sent me an e-mail stating that they were unable to locate my reservation and stated that the amount of {$700.00} is for prepaid reservations. I replied to XXXX customer service to cancel any transactions using my credit card as they were unauthorized/fraudulent charges. 

On XX/XX/2022, I called the XXXX XXXX Store # XXXX, at phone number XXXX and I spoke to Manager XXXX. ( Note : XXXX XXXX # XXXX is located at XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX ; which XXXX maps shows as being a distance of XXXX miles away from my residence. ) I discussed the fraudulent charge on my credit card from XXXX XXXX and asked XXXX if he could research the transaction. Manager XXXX asked me for the charge amount and the last four numbers of my credit card, during which time I provided the information to XXXX. XXXX subsequently told me that he had found the receipt for the transaction, " ticket # XXXX '', and he advised me that the name on the order was " XXXX ''. I asked XXXX if knew if it was an internet order, phone in order, or an in person order and XXXX said that he could not tell from the receipt and stated that all he knew was that it was a credit card purchase. XXXX said that it was the second customer for the day and said that they did have video cameras in the store, but that he was not sure if he could provide me with the video clip until he asked his boss. XXXX told me that he could e-mail me a copy of the receipt if that would help and I gave him my e-mail address and asked him to do so. XXXX said that he would talk to his boss about the surveillance video and that they ( XXXX XXXX ) would help in any way that they could. Later that day, I received an e-mail from XXXX from XXXX with a copy of the receipt and a message saying that he would contact me once he hears from his boss. 
On XX/XX/2022, I filed an online report to the XXXX XXXX, CA Police Department in regards to the identity theft and the unauthorized four charges from XXXX, XXXX, XXXX, and XXXX XXXX XXXX XXXX Police Department subsequently assigned the investigation case number XXXX and e-mailed me a copy of the corresponding Police Report. 

On XX/XX/2022, I drafted a declaration to Barclay Fraud Investigations disputing the fact that the charges made to XXXX XXXX, XXXX XXXX, and Firehouse Subs were not made by me and I requested that they reinvestigate the matter. I will send this declaration to Barclay Fraud Investigations via certified mail on XX/XX/2022. I have attached a copy of the letter and the documents that I will be sending to Barclay Card Fraud Investigations.

Any help or guidance you can provide me in this matter would be greatly appreciated because I feel like I have done most everything possible to show Barclay Card that I did not make or authorize these purchases.

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