Consumer complaint received 2020-02-18
Company: BARCLAYS BANK DELAWARE
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Around XX/XX/XXXX, I was not able to use my Barclay credit card and was not able to access my account online, it has been frozen from use. I contacted Barclays bank and was sent to the security department. I was informed my account was red-flagged to verify identity. They requested I mail or fax in multiple documents including ID, Social Security Card and Bank/Utility statement to verify my identity. No electronic upload was available and I was told it would take about 2 weeks to receive and verify, even through fax. 

I faxed in immediately a copy of my US Passport, Drivers License, Social Security card and XXXX XXXX  statement on XX/XX/XXXX. I refaxed documentation on XX/XX/XXXX as advised by the Security Department to make sure it was received and was informed by a Supervisor that there is no method to communicate between the Security Department and the department receiving the documents and verifying the documents and had no choice but to wait. On XX/XX/XXXX I called the Security department and was advised they were missing a copy of the backside of my Social Security card. I sent a copy of the backside of the Social Security card, twice. I was never originally informed they needed a copy of the back of my social security card. After so much frustration and delays, I sent an e-mail to XXXX XXXX, Assistant Vice President / Sr. Manager, Customer Experience and XXXX XXXX, Chief Executive Officer, cards and payments, on XX/XX/XXXX. On XX/XX/XXXX I received a phone call from XXXX XXXX, a Customer Advocate from the office of the Pr esident ( See multiple e-mails attached ).

After speaking with XXXX XXXX on XX/XX/XXXX by phone, she transferred me to the Security department and said they would handle it. I was told by the security department that it was still in process and nothing they could do. I follow up by phone on XX/XX/XXXX with the Security Department and was informed they could not give me any more information and I could only speak with the Office of the President and only that office could now unfreeze my account. Since XX/XX/XXXX through XX/XX/XXXX, I have left 6 voicemails with XXXX XXXX and the Office of the President Advocacy and 5 e-mails with no responses. For 6 weeks now my two Barclay bank cars are frozen from use, payments or access online and I can not get a response from the Office of the President to find out the status or release the account. Barclays has stolen my money.

I had an outstanding dispute based on fraud and Barclays has dismissed this and now that my account is frozen I can not request a further investigation and Barclay has not properly handled the fraudulent transaction ( Barclay Arrival card ) with XXXX for {$1900.00} on XX/XX/XXXX for which I filed a complaint with Barclay credit card fraud department. In XX/XX/XXXX Barclays came back and said they would not protect me from the fraudulent charge and I would be responsible to contact the merchant.

This is both an access and fraud dispute. I argue Barclays has let a fraudulent charge occur and I am frozen out of my account and therefor It is not my account and I should not be liable for the fraud. I am locked out of both my Barclay Arrival and Aviator cards.

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