Consumer complaint received 2021-06-24
Company: BARCLAYS BANK DELAWARE
State: PA
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:
I am writing to dispute a charge of {$690.00} from XXXX XXXX XXXX to my Barclays Bank credit card account XXXX on XX/XX/XXXX ( encl 1 ). The charge is in error because neither my wife nor I ever purchased anything from XXXX XXXX XXXX nor did we receive goods or services from XXXX XXXX XXXX related to this transaction. As part of my personal investigation into this charge, I called XXXX XXXX XXXX at the phone number listed on the square.com receipt and their representative told me that they did not have record of an invoice in the amount of {$690.00} during the time frame in question and also said that they do not do business using XXXX. Furthermore, they had no record of doing business with me or my wife. I spoke with XXXX customer service who told me that the e-mail address on the receipt for the purchase was XXXX. XXXX is a domain for temporary e-mail accounts, and is not my wifes e-mail address. 

I disputed the charge with Barclays Bank initially on or about XX/XX/XXXX. Account XXXX was closed ( encl 2 ) and the charge was credited to my new account XXXX ( encl 3 ). The charge was reinstated on XX/XX/XXXX ( encl 4 ) and I immediately disputed the charge on XXXX. As instructed by the Barclays Bank Fraud Investigation Department, I also sent a letter disputing the charge to the Fraud Investigation Department on XX/XX/XXXX ( encl 6 ) and filed a report of credit card fraud with the Pennsylvania State Police ( encl 7 ). The Barclays Bank Fraud Investigation Department told me that they reinstated the charge because they were in possession of 6 pages of invoices for purchases totaling {$690.00} from XXXX XXXX XXXX on the date in question. I requested copies of these invoices on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( encl 8 ). I last spoke with the Fraud Investigation Department XX/XX/XXXX and XXXX told me that there was a notation on account XXXX dated XX/XX/XXXX that the account was charged off due to confirmed fraud and that a credit would be applied on the XX/XX/XXXX statement [ encl 8 ]. However, I continued to accrue finance charges on my statements through XXXX ( encl 9 ). I called the Barclays Bank Customer Service Department XX/XX/XXXX who said that a manager would call me back and no one called. I called the Barclays Bank Customer Service Department again XX/XX/XXXX and they said that I would need to be referred back to the Fraud Investigation Department to determine why the charge had not been removed. 

I am asking for assistance because despite clearly expressed concerns, I have had no meaningful reply from Barclays Bank Customer Service Department or Fraud Investigation Department despite 6 months of repeated calls and written correspondence. I never received a written response to my request to reopen the fraud investigation or my concerns that my wifes identity was improperly validated during the purchase in question. I requested copies of the invoices substantiating the purchase several times and have never received any documentation that such invoices exist. I was told that the charge was confirmed as fraud in XXXX, but the charge has not been removed from my account despite repeated inquiries with Barclays Customer Service that never provided an explanation. 

I have attempted to resolve the matter with Barclays Bank through discussion and mediation, but they continue to charge me interest without providing proof that the charge was anything other than fraud. Barclays Bank continues to avoid answering my concerns or questions, and I feel that I have no other choice than to submit a complaint to your agency. Thank you very much for your assistance in this matter. 

Sincerely, XXXX XXXX Enclosures : 1. Statement for Account XXXX from XXXX containing original fraudulent charge 2. Letter confirming closure of account XXXX due to fraudulent charge 3. Statement for Account XXXX from XXXX showing credit for fraudulent charge 4. Statement for Account XXXX from XXXX showing re-institution of fraudulent charge 5. XX/XX/XXXX Letter from Barclays finding charge valid 6. XX/XX/XXXX Letter disputing the fraudulent charge and requesting reopening of the investigation 7. XX/XX/XXXX XXXX State Police report of fraudulent credit card charge 8. Personal notes including a log of discussions with Barclays representatives detailing attempts to obtain resolution of this dispute 9. Monthly Statements for Account XXXX showing failure to remove fraudulent charge and accruing interest charges

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