Consumer complaint received 2022-12-17
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
I was notified by XXXX XXXX XXXX XXXX XXXX ( that we pay for ) on XX/XX/XXXX that a new charge card for XXXX XXXX issued by Barclays Bank had been opened in my name on XXXX XX/XX/XXXX and {$1000.00} charged to it. I told them I had not opened it and the security service connected, with me, via phone, in a XXXX way call with Barclays Bank security to cancel the card and open a fraud investigation. 
Barclays fraud team said they would look into it and we were to file a police report ( which we did ). They gathered information over the phone and we learned the card had been opened using an address I had moved away from in XXXX after my husband died. I gave them my current address and phone number to keep me informed. I would be contacted they said. 
The XXXX investigator told me to report the fraud to XXXX credit reporting. Subsequently XXXX responded to me by letter dated XX/XX/XXXX that they investigated and determined the disputed charge and card opening were verified as an accurate charge by Barclays. ( This while they were investigating the reported fraud ). 
I contacted Barclays and expressed my surprise at their response. They said they had sent a letter that I would not be held responsible for the {$1000.00} charge, but they sent it to the address the thieves gave them, not the one they verified with my fraud report. They said they would resend it to the correct address. 
When the letter came it said only that an investigation would be opened. So I called them again and this time they said I should have gotten a second letter. Nope, they had again sent it to the thieves and not my address. They sent a new on, but it now said I wouldnt be held responsible if they determined it was fraud at the end of their investigation. 
I contacted all the credit bureaus and notified them to put a fraud alert and I locked my credit. 
Meanwhile XXXX XXXX was working with me and we sent all the documentation, police report and other stuff. Finally today on XX/XX/XXXX XXXX XXXX staff XXXX set up another XXXX way call with me, XXXX fraud investigation, and Barclays to find out what was going on.The Barclay security people XXXX and later XXXX, both said a letter had been sent notifying me I wasnt being held responsible and they had determined it was fraud. I hadnt got it because they had once again sent it to the address the thieves gave them. 
As I file this complaint Ive been told the letter clearing me will be resent to my current address. 
This card was apparently opened when a quick look at my credit file would have shown it as a years old address and not my current address, obviously no picture ID was used since Id twice moved and updated my drivers license each time, then the investigators put you through a bunch of needless work because they cant keep their files straight. I did nothing wrong. Barclays opened a charge account without checking the most obvious stuff and then I have to do all the work to clear my name. How can it be youre guilty until you prove yourself innocent, this isnt right.

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