Consumer complaint received 2022-04-28
Company: BARCLAYS BANK DELAWARE
State: SC
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/XXXX my wife received a call from Barclays - XXXX XXXX XXXX Credit Card - security department alerting us of some possible fraudulent activity. Three charges for {$410.00} each were made within minutes of each other to XXXX in XXXX, NC. The charges were being made as we were on the phone with the security folks. I told them that we were not making the charges. We were on the phone for XXXX hours and finally they reversed the charges. They cancelled that credit card and sent us a new card. In XX/XX/XXXX, out of the blue, Barclays added those charges back to our account. I called the security department phone number and was told that they had decided that the charges were not fraudulent and that we owed the money. They said that we were physically in XXXX ( XXXX hours away from our home ) and made the charges. Then they asked me to provide proof that we werent in XXXX in XXXX. I submitted an affidavit to the fax number Barclays provided. Several days later, I tried to call to check on the affidavit and spoke to someone who basically said that we needed to prove that we didnt make the payments. I told them that I had sent an affidavit to the fax number the security department gave me and the person stated that her manager would call me. No one called me back. A week later I called again. I was given the same statement - that I needed to prove I was not there. My wife decided to go online and dispute the charges ( again ). Barclays removed the charges again. We received a letter stating that they would investigate the charges. Over the next several weeks, I tried to call several times and received the same statement each time. Finally, we received a letter stating that they had determined that the charges were fraudulent and we are not responsible for the charges. Barclays removed one of the charges, but added the other two back to our account. Tonight ( XX/XX/XXXX ), I AGAIN called security about the charges and was were told again ( for the billionth time ) that we have to prove that we didnt make the charges. I have asked to speak to someone about the investigation and to see the results of their investigation at least 5 times and have not received a response. Weve asked to speak to management every time weve called and were told they would call us within the next business day and have never received a call back. We did not make the charges they are saying we did. In fact, the only charges we have ever made on this card have been to XXXX XXXX XXXX. I want to just state that Barclays is the worst credit card company we have ever dealt with. In fact, their total lack of response to obviously fraudulent activity is maddening. Not only are they horrible, it makes me never want to go on a XXXX XXXX if they are working with this very crooked company!

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