Consumer complaint received 2022-11-18
Company: BARCLAYS BANK DELAWARE
State: FL
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:
My family and I travelled to XXXX in XXXX of XXXX I notified BARCLAYS ( XXXX XXXX Aviator ) that we would be overseas for our travel dates XXXX XXXX. 
My husband has an extension card on my account which is what we used 95 % of the time during our trip to XXXX, XXXX and XXXX. 

In XXXX, my husband 's card was declined a couple of times since we were out of the country. He called the XXXX and had that fixed. Not sure why this happened since I notified BARCLAYS about our trip maybe 1-2 weeks prior to our trip. 
In XXXX, I used my own card a couple of times. Now, in XXXX, I get a text alert from my Jet Blue card ( both my XXXX  and Jet Blue cards are under the same account ) saying there was an attempted purchase at an XXXX XXXX for {$1600.00}. They asked if it was me and I pressed the option that it was NOT me. ( I have the text records ) The same day an attempt was made with my XXXX XXXX for the same exact purchase at XXXX, yet I did NOT receive a text at that time. In XXXX from XXXX XXXX only ONE charge on MY card was made by me at a XXXX type pharmacy called XXXX on XX/XX/XXXX. There are another I'd say 6 at the same store. All other charges on XX/XX/XXXX and beyond are not mine. All other authorized charges on this account were made with my husbands card extension and it is confirmed in the charges in my statement. 

When I got back to the sates, I went through my account and saw that there were multiple fraudulent charges in XXXX. About 25 of them to be exact. The {$1600.00} at the same XXXX store as well as small charges at cafes, post offices, computer repair shops and large XXXX XXXX  purchases. All of these fraudulent charges totaled about {$2100.00}. 

I called and spoke to a XXXX XXXX at BARCLAYS for 40 minutes on XX/XX/XXXX. We went through ever single fraudulent and not fraudulent charges. She marked them all and went through them at the end. At the beginning of the conversation, I explained to her that about my travel notice to card, as well as travel dates and that I wasn't quite sure what had happened to my card, but it was either stolen at the airport or fell somewhere or pic pocketed. All in all, I told her I no longer had my card and had looked for it when I saw the fraud upon my return home but couldn't find it. I was honest and it is on that phone call record which they confirm to have all phone records. 

Well, it has now been over FOUR MONTHS since my 1st call to BARCLAYS XXXX XXXX XXXX Aviator ) about the fraudulent charges. Although they at first removed the XXXX charge and some of the smaller fraudulent ones, they sent a letter stating that they reversing it citing that the purchase was mine because " chip technology was used ''. Well, it was not in my possession, no pin was used which I don't understand why you don't need a pin for that size of a purchase. 

It has been a complete nightmare to fight these fraud charges. I have been treated with the worst customer service. Have had to call so many times to have to tell different agents the whole story. They have read notes TO ME on my account which are lacking probably 80 % of the information I provided them with during my first phone call. There has never been one person in charge of my case, as I have been told it is the whole fraud department that works on the cases. I have received about 5 letters total about the charges. The first one removing the fraudulent charges pending investigation and then a bunch of poorly written, short answers with little explanation on their decisions. I have received ONE call when I requested a call back from a manager stating that I should FAX documents pertaining to my case which I found unnecessary and disrespectful as they had everything in the system and was NEVER asked to send in from the beginning, and I had to call 10+ times ( since everything takes " 7-10 days to review '' ). This was basically to give me the run around as they had been for months.

Since there wasn't anything else I could do ( before I knew about this site ) I prepared a detailed package of 9 pages which included everything from a cover letter explaining the details of the issues, XXXX phone records with my calls to them, airplane tickets. Highlighted fraud charges on my card, authorized charges on my husband 's extension card and a screenshot of their text to me about the attempted XXXX purchase with my other Barclay 's card ( Jet Blue ) On one of my first calls, they checked and CONFIRMED I never received the fraud alert text for the XXXX fraud charge on my XXXX XXXX, the card I have been writing about in this complaint. 

I believe most of these months except the last two we had been making the payments in full- as we always have on a very timely manner since I got my card many years to avoid interest. We have started in the last couple of payments to only pay the minimum amount since we can no longer continue with this circus and disrespectful situation nor do we have the funds to! 

Now, to top all of this off, there were two charges made on my cards prior to my trip on two cancelled hotel reservations. These were easy to take care of as I called the same day to advise them of the situation. One had not posted yet and the other was a charge on a XXXX reservation which was also cancelled, and I received confirmation of its notification from the result that I would not be charged. These charges which were already removed and haven't been an issue at all since my call to them in XXXX prior to my trip are just now coming up for an unknown reason and being put back into my statement! This is unbelievable. Also, they had apparently removed some XXXX charges which were clearly mine without my knowledge which shows just how messy and unprofessional this ordeal has been. So, the last two letters received in XXXX were of the reversal of those hotel charges and some random XXXX XXXX charges. I am beside myself. 

I have not received a call or a letter or a call regarding my required " fax '' to them from the very first days in XXXX regarding my original complaint in regard to my XXXX fraud 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 explanation