Consumer complaint received 2022-03-02
Company: BARCLAYS BANK DELAWARE
State: NY
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:
Week of XX/XX/XXXX to XX/XX/XXXX : Discovered fraudulent charges of {$990.00} from XXXX Bank in XXXX NY XXXX made on XX/XX/XXXX and {$49.00} Cash Advance Fee made on XX/XX/XXXX on my JetBlue Mastercard credit card account. Called customer service ( XXXX ) to report the fraud, and was assured that an investigation would be made. My JetBlue Mastercard credit card was still in my possession when the fraudulent charges occurred. I do not have an account with XXXX Bank, nor did I never have XXXX, and have never stepped into any XXXX  Bank location to withdraw money. 

XX/XX/XXXX : Called customer service ( XXXX ) again as the fraudulent {$990.00} and {$49.00} charges ( totaling {$1000.00} ) were still on my JetBlue Mastercard credit card account. Per customer service, a fraud claim was not started from my previous phone call, so I asked again for a fraud investigation during this phone call. 

XX/XX/XXXX : The fraudulent charges of {$990.00} and {$49.00} ( totaling {$1000.00} ) are reversed, and no longer appeared on my JetBlue Mastercard credit card account. During this time, I received 2 new JetBlue Mastercard credit cards in the mail - one ending in XXXX ( like my current card at the time ), and a newer one ending in XXXX ( new account number ). I destroyed the 2 physical JetBlue Mastercard credit cards ending in XXXX ( as instructed per customer service representative ), and activated the new card ending in XXXX. I also received a notice in the mail that an investigation by Barclays JetBlue Mastercard will be made for my fraud claim. 

XX/XX/XXXX : Noticed the fraudulent charge of {$990.00} from XXXX Bank in XXXX NY XXXX made on XX/XX/XXXX reappearing on my JetBlue Mastercard credit card account, reposted on XX/XX/XXXX. No notification of the investigation claim denial was given to me by mail, email, or phone. Called customer service ( XXXX ) for clarification, and was told that my fraud claim was rejected. Was given the contact number to the fraud investigation department and was told that I could not call them today ( XX/XX/XXXX ), as it was a Sunday, and the department was only open on weekdays ( XXXX ). Locked my Jetblue Mastercard credit card account. 

XX/XX/XXXX : Called the Barclays JetBlue Mastercard fraud investigation department ( XXXX ), and was told that my fraud claim was rejected because the merchant ( XXXX  Bank ) had authorized the transaction. Was told by the Barclays JetBlue Mastercard fraud investigation department representative that I had to call the merchant ( XXXX  Bank ) and resolve the fraudulent charge with them. Attempted to call the XXXX Bank in XXXX NY ( XXXX ) multiple times, with messages going straight to voicemail. Called XXXX Bank customer service ( XXXX ), and was told that I could not be helped due to my not having an account with their bank. When asked if there was a specific time on XX/XX/XXXX when the fraudulent transaction occurred, the representative told me that she has no way of finding that out. When I asked if there is any video footage of the suspect making the transaction using my JetBlue Mastercard account information at the XXXX Bank in XXXX NY on XX/XX/XXXX, the representative again told me that she could not help me with this matter. I subsequently called the Barclays JetBlue Mastercard Investigation Appeal department ( XXXX ) to explain my situation - how I was not given an explanation by the Barclays JetBlue Mastercard fraud investigation department on why my fraud claim was denied, how calling the merchant ( XXXX  Bank ) did not provide any information ( they in fact knew less about this fraudulent transaction than I did )- and requested an appeal. The Barclays Investigation Appeal department denied my appeal during this phone call without providing me with any clear reasons as to why. These phone calls occurred during the afternoon of Monday, XX/XX/XXXX. I went to my local police department station ( XXXX XXXX XXXX ) that evening to file a police report for credit card fraud. Was told by an officer that I would need to present recent credit card statements, as well as a signed affidavit. I prepared these documents after returning home that night. 

XX/XX/XXXX : Returned to my local police department station ( XXXX XXXX XXXX ) after work that evening with the aforementioned documents to file a police report for credit card fraud. XXXX Report # : XXXX ( documents attached below ). 

XX/XX/XXXX : Faxed the signed Barclays Bank Affidavit of Fraud Claimant and NYPD police report ( # XXXX ) to the Barclays JetBlue Mastercard fraud investigation department ( fax # XXXX ). 


The fraudulent charge of {$990.00} on my JetBlue Mastercard credit card account from XXXX Bank in XXXX NY XXXX was made against me by Barclays JetBlue Mastercard on XX/XX/XXXX. I do not have any accounts with XXXX Bank, nor did I ever have any accounts with XXXX Bank. In addition, I have never stepped into any XXXX Bank location to withdraw money. On Saturday, XX/XX/XXXX, I was working in a hospital in XXXX XXXX XXXX NY XXXX, a 12-hour day shift from XXXX to XXXX. Despite being a loyal customer of Barclays JetBlue Mastercard for the past 5 years with no previous issues, I have been consistently treated unfairly over the past 3-4 months. My first call with JetBlue Mastercard customer service ( XXXX ) to report the fraud did not result in any fraud investigation being started, potentially wasting valuable time. It was not until I called JetBlue Mastercard customer service again nearly 2 weeks later to ask about why the fraudulent charges were still on my account did any investigation effort begin. When the fraud investigation concluded and ended in my claim denial, I was not given any notification - whether by mail, email, or phone. When I called the Barclays JetBlue Mastercard fraud investigation department ( XXXX ) to ask for details regarding why my fraud claim was denied, I was not given any specific answers other than what was already stated on my credit card account - that the fraudulent transaction occurred in a XXXX Bank in XXXX NY XXXX on XX/XX/XXXX. The Barclays JetBlue Mastercard investigation department representative did not even provide me with a specific time on XX/XX/XXXX when the fraudulent transaction at XXXX Bank occurred. When I tried to explain to him the stress I have been going through over this fraudulent charge, the Barclays JetBlue Mastercard investigation department representative simply laughed and said " yeah, it's a lot of money. '' The representative ( named XXXX XXXX told me that I was responsible for resolving this issue myself with the merchant, namely XXXX Bank, without providing any specifics on the next steps. After my unsuccessful phone call with the XXXX Bank customer service representative, I called the Barclays JetBlue Mastercard Investigation Appeal department ( XXXX ) in the hopes of finding any additional information as to why my fraud claim was denied. Again, I was not given any specific answers other than what was already stated on my credit card account - that the fraudulent transaction occurred in a XXXX Bank in XXXX NY XXXX on XX/XX/XXXX - and again, no specific time on XX/XX/XXXX when the fraudulent transaction at XXXX Bank occurred was provided to me. The Barclays JetBlue Mastercard Investigation Appeal department representative was unsympathetic to my case, and rejected my request for an appeal during the phone call, as she told me that the investigation has concluded, and that there was nothing left to investigate. I am submitting this complaint to the CFPB because I believe that I have been treated unjustly throughout this entire process. I did not receive any warnings or notifications about the outcome of my fraud investigation request, and neither the Barclays JetBlue Mastercard Fraud Investigation department nor the Barclays JetBlue Mastercard Investigation Appeal department provided me with additional details as to why my fraud claim was denied. I was not even given a chance to appeal the decision, despite the lack of notifications or explanations for the fraud claim denial by Barclays JetBlue Mastercard.

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