Consumer complaint received 2023-10-24
Company: BARCLAYS BANK DELAWARE
State: MA
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 the victim of credit card fraud on XX/XX/XXXX. I noticed and reported this fraud on XX/XX/XXXX. The fraud was from SQ XXXX XXXX XXXX in the amount of {$2200.00}. I was told it would be taken care of. However, I noticed later that no actions were taken to resolve the fraud. I called back. A provisional credit was given in the amount of the fraud while an investigation took place. 

The week of XX/XX/XXXX I received a letter from Barclays on XX/XX/XXXX stating that they had completed the investigation and the transaction was found to be valid based on " your previous purchase history with the merchant ''. I called Barclays back on XX/XX/XXXX and spoke to XXXX in regards to this erroneous claim and stated that if there is previous purchase history with this merchant then there is additional fraud. XXXX confirmed that there was no previous purchase history with this merchant. XXXX also informed me that there was another letter from XX/XX/XXXX currently in route to me that stated that it was in fact found to be fraud and that I would not be responsible for the activity. As previously stated the amount of fraud was {$2200.00}. The amount refunded to me was only {$220.00}. The agent stated that someone seemingly left out the XXXX ', creating a significant accounting error. I was assured that another investigation had been opened and they would work to resolve the error within 30 days. The new case reassertion number was XXXX. 

I called back on XX/XX/XXXX and spoke to XXXX in regards to an update. She stated there were no updates at this time and I would receive a letter in the mail and she confirmed the 30 day resolution window. 

With only days until a payment is due on the fraudulent amount I called back on day XXXX of the 30 day window. This was XX/XX/XXXX and I spoke to XXXX. She informed me that the credit of {$220.00} came from the vendor, who admitted that it was a fraudulent charge. XXXX told me that she would put a note on my account stating that I would not be liable for interest charges, as it was found to be fraud. She advised me to make the minimum payment to avoid lated fees, XXXX XXXX reduction, etc. Per her advice I set up a minimum payment to go out on the due date of XX/XX/XXXX. She escalated my case since it was 1 day away from the end of the 30 day resolution window. She advised me to call back in XXXX business days for an update. 

On XX/XX/XXXX I missed a call from Barclays. I called them back on XX/XX/XXXX and spoke with XXXX. XXXX provided information from documentation from the merchant. XXXX informed me that a letter from Barclays created on XX/XX/XXXX stated that it was not found to be fraud. I have not received this letter. I asked why and XXXX stated because the letter was not mailed until XX/XX/XXXX. XXXX told me that the letter states that the charge was not found to be fraudulent because the merchant was able to provide my name, mailing address and phone number. The merchant was unable to provide my correct email address. The email address provided by the merchant was XXXX. This email is not associated with me in any way. The invoice number from the merchant was # XXXX, which XXXX and I agreed seems suspicious. XXXX confirmed that there are no previous purchases from me with this merchant. She provided the following information about the merchant : Name : XXXX XXXX Design Incorporation Address : XXXX Blue XXXX XXXX, XXXX XXXX Phone : XXXX XXXX created fraud investigation case stating the following : XXXX was unaware of the transaction -I have no previous business with the merchant -I did not receive goods or services from this merchant -My name/address/phone number are easily accessible online and not sound evidence to claim that it was not fraudulent -The email address provided by the merchant is not my email address -The invoice number of # XXXX is suspicious XXXX said she will also log a complaint about the XXXX of my case as it is has not been handled fairly or in a timely manner and she stated that they can do better. 

I called back on XX/XX/XXXX to confirm Barclay 's mailing address to send them a letter from XXXX. I spoke with XXXX who confirmed the Barclay 's mailing address is po box XXXX, XXXX, DE XXXX. XXXX stated that I will be charged interest until/if the charge is found to be fraud. I asked her to provide the case number created by XXXX this morning and she was unable to find a case number from XX/XX/XXXX. She was however able to find a case number from XX/XX/XXXX. I did not call or speak to anyone on XX/XX/XXXX, but did receive a voicemail asking me to call Barclays back ( which I did this morning when I spoke to XXXX ). The case number created on XX/XX/XXXX is XXXX. I am unsure what that case states as I did not create it. 

This has gone on since XX/XX/XXXX. I've lost sleep over this, I've spent hours on the phone seeking resolution. I feel unsupported by Barclays and I need help. Please 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