Consumer complaint received 2016-11-04
Company: BARCLAYS BANK DELAWARE
State: OR
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I work for XXXX. XXXX XXXX is a XXXX. Our client, XXXX XXXX, for whom I am serving as power of attorney, was a victim of financial fraud involving her Barclays Priceline credit card. XXXX and her son made a single purchase from XXXX in the amount of {$69.00}. When XXXX received her monthly statement from Barclays there were numerous XXXX charges. XXXX called Barclays and they reversed the charges and issued a new card. XXXX received her next months bill and there were more fraudulent charges from XXXX despite the fact that XXXX, nor her son, provided XXXX with the new card #. XXXX reported the charges to Barclays again and once more Barclays replaced XXXX 's card #. This process repeated and each time not XXXX, nor her family, provided XXXX any of the replacement card # 's. Again, only the very first charge from XXXX in the amount of {$69.00} was authorized by anybody in XXXX 's household. Eventually Barclays started to deny reimbursement of the fraudulent charges and gave various reasons depending on who XXXX spoke with at Barclays. XXXX has not experienced any fraudulent charges on any other accounts besides the Priceline Barclays account. Barclays has stated to myself, XXXX XXXX ( XXXX ), and XXXX that the replacement card # was given to XXXX by Barclays themselves since the XXXX charges were seen as recurring charges. Barclays automatically updates merchants with new card info if the charges are seen as recurring charges even if the charges are deemed fraudulent. XXXX hired a lawyer, XXXX XXXX XXXX who sent a letter and a check to Barclays in the amount of {$1500.00}. The letter stated that the check was to cover all of XXXX 's legitimate charges and that the check has a restrictive endorsement in that if Barclays accepts the check then the account is settled in full and instructed Barclays to close it. Barclays cashed the check and ignored the rest of the letter. Calls and letters from Barclays seemed to stop and XXXX assumed the matter was settled until she received notice that there was collection activity on her credit reports. She discovered it was for the remaining balance on her Barclays card. She has hired XXXX to handle this matter. I have spoken with Barclays on numerous occasions and have come to the conclusion that they are unable, unwilling, and incompetent in addressing our concerns. Each representative I speak with gives me conflicting information. If I ask for a manager ( at least in this department ) I can not wait on hold for one. Barclays requires I wait for a call back at an undetermined time. They do not leave a voicemail and they only call once. If I 'm away from my desk I have to call Barclays back and start the entire request to speak to a manager all over again. One manager, XXXX, reached me and he gave me case # XXXX and said if I called back I could be transferred to him using that case #. This has not been the case. XXXX also stated he was submitting all of the charges for reimbursement and that this was a final fix for the problem and that XXXX would not be liable for any of the charges and she would receive a letter stating such within just a few days. She has not. I called Barclays again and they stated that XXXX never stated such things and their notes do not reflect it. Barclays records their calls but they are not willing to review the conversations I had with him. Nobody at Barclays is able to communicate clearly or honestly, often following a script and responding to questions with answers that do not make sense. Our desired outcome is that all fraudulent charges are reversed and that be reflected on XXXX 's credit reports. I would also like Barclays to change their manager callback policy and address future XXXX claims properly.

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