Consumer complaint received 2023-09-21
Company: BARCLAYS BANK DELAWARE
State: NM
Product: Credit 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:
I was charged {$100.00} on XX/XX/2023 without my knowledge or permission from XXXX. When I called XXXX, they said they had no knowledge of that charge and that they did not receive any payment from me for that amount. I challenged the charge with my Barclay 's Bank Banana Republic Mastercard, and received a temporary credit while they investigated. 

They refused on multiple occasions to call XXXX, and said I would have to call them, receive a notice of some kind, and then fax it to them. They then sent me to another department, twice, and told me I could call XXXX with that department. Well the other department told me I needed to work exclusively with the fraud department, after two 30+ minute phone calls on two separate occasions. Barclay 's should have all of these phone calls recorded. 

I was recharged that {$100.00} on XX/XX/, with a letter from the credit card company informing me that, due to my continued history with the vendor, I was responsible for the amount. I was charged another {$86.00} from XXXX on XX/XX/, but like before, I did not approve of this purchase and I am the only person with access to my card. They had to replace my card for a second time, and it remains locked while I try to figure out how my card information was compromised on XXXX 's website. I was told by an agent at Barclay 's that they would not submit my request unless I provided proof from XXXX that I did not make the purchases. 
I faxed the appropriate paperwork, petition, and purchase receipts to Barclay 's. I received a letter yesterday, XX/XX/2023, that the investigation team found that I am not responsible for the {$86.00} purchase. I called today, XX/XX/2023, and the fraud investigation department told me that they just re-opened my request for the {$100.00} investigation on XX/XX/2023. They will not send me any confirmation information, or otherwise inform me of the investigation process until they approve or deny it. They keep denying this claim, despite the evidence and continued confirmation from XXXX that I did not make these purchases. 

I have been calling and having meaningless conversations with this department for over two months ; they will not refund me, process the proof I have submitted, or even submit my petition to the appropriate parties from what I have been told. I am convinced they are denying this claim continuously, and I have acted in good faith for over two months to try and fix this issue with the credit card company. 

When I asked who to send an advocate to speak to, the latest agent told me she didn't know what an advocate was, but that I would need to have my lawyer call them directly. I would appreciate this matter be settled, as I have spent many weeks calling both Barclay 's Mastercard and XXXX, with the former offering no help.

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