Consumer complaint received 2020-02-18
Company: BARCLAYS BANK DELAWARE
State: NC
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:
Re : Barclays Fraud Case # XXXX On XX/XX/2019 at XXXX, through text I received a fraud alert message from Barclays notifying me of a suspicious credit card transaction of {$380.00} made on XX/XX/XXXX. At XXXX, I responded via text that the transaction was not valid since I had not purchased anything at this location nor was familiar with the retailer. 

The following morning, I received a call from Barclays notifying me of several smaller transactions also made on that date that I did not make ( Refer to Appendix A for listing of all the contested charges ). During the conversation, the representative asked me if I had possession of my credit card and advised I did and did not understand how my credit card was compromised. The representative advised that they would do an investigation and get back to me. 

On XX/XX/XXXX, I received a call from a Barclays representative advising that I was responsible for the charges since I still had my credit card in my possession. I advised the representative that I did not make those purchases and asked what evidence they had identifying that I was the one that made the purchases. She advised that because the card has a pin and chip and I had the card in my possession that was sufficient. I specifically asked her if they had any information or videos provided by the retailers to evidence how and who made the purchase. The representative advised that they had not contacted the retailers to investigate. I advised the representative how could they have done a proper investigation without first speaking and obtaining evidence from the retailers. She then proceeded to give me the vendors ( XXXX  ) number so I can inquire with them directly as to who and how the purchase was made. I advised her that it was Barclays that needed to call the retailer to investigate the matter not me. She then put me on hold, called XXXX  retailer and asked if they could investigate the matter. The gentleman advised that he would refer the matter to their head office and get back to Barclays.

Since I had not heard back from Barclays since the last call, on XX/XX/2019, I called Barclays at XXXX to get an update on the matter. I was transferred to fraud Investigations department and waited almost an hour and received no answer from a Barclays representative.

On same day, I called Barclays at XXXX and the representative ( XXXX ) advised they did not have a case opened for my matter since the case had been closed. He then proceeded to re-open the case # XXXX for me since a case not was not found in their system. 

On XX/XX/XXXX, I checked my mail and found a letter from Barclays advising that their investigation determined that I was responsible for the charges and the case was closed. 

On XX/XX/XXXX, I called the Barclays fraud group to advise them again that I did not make those purchases and requested to see information they had to conclude this. I requested to speak to a manager and was advised that the issue would be referred to a manager to investigate and get back to me. A manager did not get back to me. 

On XX/XX/XXXX, I called Barclays and spoke to a representative XXXX ( ID  XXXX ) and he advised that he would refer the issue to the Fraud/Security department so the case could be re-opened and for me to fax them. I advised XXXX that I would pay the last transaction I made ( {$11.00} on XX/XX/XXXX ) and would refer this issue to the CFPB to help me with this matter since Barclay has not investigated the matter.

Barclays stance is that I had possession of my card, but my having possession does not mean that my credit card was not compromised. Although the card chip-based, it is not 100 % foolproof against fraud such as card-sniffing, card-skimming or other fraudulent techniques. Additionally, you could tell by the way the purchases were made, that the fraud actor tested by making smaller purchases and then proceeding to make larger ones until Barclays system detected anomalous activity. Especially given, I dont frequently use this card as it is not my primary card and generally usually used for business purposes and have not ever been to any of the retailers.

Barclays is yet to prove : 1. Evidence ( s ) that I made these purchases in person?

2. Did all the merchants involved with these fraudulent charges have EMV-compliant systems or have a defective point of sale system when these transactions occurred? Were these purchases made by swipe? Was card cloned?

3. Did any of the merchants where I made a prior purchase not have EMV-compliant systems or have a defective point of sale system when I made purchases? Were any purchases made by swipe?

Unfortunately, due to travel and illness, I could not fax Barclays on XX/XX/XXXX, but am doing so today. Note that I have yet to receive a response from Barclays on the matter after speaking to the last representative. 

I need this issue resolved as soon as possible. 

Thanks. 
XXXX XXXX XXXX Appendix A XX/XX/XXXX XXXX XXXX # XXXX XXXX {$11.00} XX/XX/XXXX XXXX XXXX XXXX XXXX   {$92.00} XX/XX/XXXX XXXX XXXX  XXXX XXXXNC {$160.00} XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXNC {$380.00}

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