Consumer complaint received 2021-05-10
Company: BARCLAYS BANK DELAWARE
State: VA
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: Card was charged for something you did not purchase with the card

Complaint:
Fraud Claim on XXXX XXXX  Visa Card from Barclays XX/XX/XXXX - Found 2 charges from XXXX XXXX XXXX of {$92.00} Totaling {$180.00} -Purchase was not authorized. Called Barclays to report this as fraud. I do not have a XXXX account and have never purchased anything from XXXX even as a guest user. Credit card with last 4 digits XXXX was closed and I was sent a new card. 

XX/XX/XXXX - Fraud investigation completion letter sent for credit card ending in XXXX. See file with copies of letters sent by Barclay. This one stated that if charges were put back on my account they will provide a written explanation along with any relevant documentation. 

XX/XX/XXXX - Received letter from Barclay dated XX/XX/XXXX that said that the credit was reversed. The {$180.00} charge was put back on my account as their investigation found that the activity was valid. I contacted Barclays fraud department and requested documentation of the transaction to be sent to me. Allegedly two ( 2 ) pairs of black shoes were mailed to our location. A USPS tracking number was used to prove the transaction was valid. As stated previously these two ( 2 ) pairs of black shoes were never ordered. Asked for the USPS tracking number from Barclays multiple times. Finally received it via relationship manager on XX/XX/XXXX. o Tracking number showed the actual package received was a small envelope weighing 1.8 ounces. Scanned and sent the USPS document as a file. o Envelope arrived on XX/XX/XXXX and when opened there was nothing in the envelope. o For the vendor who sent this envelope, proof of delivery was met. Need to realize two ( 2 ) pairs of shoes weigh more than 1.8 ounces. This proves that no shoes were sent. Barclays mentioned vendor documentation would be sent to us in 7-10 business days. No vendor documentation was ever received by mail.

XXXX was contacted with no success of attaining any information pertinent to this shipment. o Since not having an active XXXX account, I was unable to attain any information from them for this shipment. o To this day I have not received any documentation in the mail from Barclays or XXXX regarding this shipment. 

I researched and found this info regarding the Vendor XXXX XXXX XXXX. 
More than thirty ( 30 ) entries on the topic erroneous credit card charge from XXXX XXXX XXXX dating from XX/XX/XXXX XX/XX/XXXX. One case was almost exactly what happened to me. If needed, more information can be provided. 

Several attempts to contact the merchant were made with no results. oPhone number and email was supplied by Barclays via phone. I again asked for documentation via mail to include the USPS tracking number. oFound out this phone number ( XXXX ) was no longer in service. o Their email ( XXXX XXXX ) came back with this message : Sorry, we were unable to deliver your message to the following address. 

XX/XX/XXXX Barclays fraud department was contacted again. Fraud charges were still our responsibility. Reason - USPS tracking number. 

XXXXdentity Force was purchased by my husband and I. Process with Barclays and XXXX started with them. The transaction ID from Barclays was needed. Barclays and XXXX were still unable to provide this documentation. As stated previously 7-10 business days passed still no documentation. 


Barclays fraud department was contacted again. 
XX/XX/XXXX Documentation for the shipment was never received. Barclays fraud department was again contacted. A supervisor was supposed to get back to XXXX no later than XX/XX/XXXX. 

XX/XX/XXXX Received a phone call from this number : XXXX. When I answered, it said that this conversation will be recorded and then the person hung up. This happened twice. Several attempts were made to contact this number received a canned message from Barclay. No success reaching a live person. 
XX/XX/XXXX Barclay fraud department was contacted again. At this time the USPS tracking number was given over the phone. I was able to track the package using the USPS tracking number. As stated earlier, the package weighed only 1.8 ounce and was mailed first class. According to the postal service employee, first class mail can only be 16 ounces or less. I have included a copy of the USPS tracking information which shows that the " package '' was sent first class and only weighed 1.8 ounces. 

Please let me know if you need more information.

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