Consumer complaint received 2016-01-29
Company: BARCLAYS BANK DELAWARE
State: IN
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
On the morning of XXXX/XXXX/16 I was reviewing my credit card transactions for my Upromise Barclay Mastercard. I noticed a transaction for {$410.00} at XXXX in XXXX XXXX, XXXX which occurred on XXXX/XXXX/16 and posted on XXXX/XXXX/16. This was suspicious to me because I do n't typically spend an amount that high at Target, and from XXXX/XXXX/16 through XXXX/XXXX/16 I was in XXXX, XXXX for work. The credit card transactions both before and after the {$410.00} charge at Target reflect that I was in XXXX, XXXX. 

Upon noticing the charge I called to file a dispute ( XXXX/XXXX/16 ). I was told it would take a few days for the charge to be reversed as well as receive my replacement card with a new account number. 

As of XXXX/XXXX/16, I had yet to receive a replacement card or see a reversal for the {$410.00} fraudulent charge on my account so I called in again and spoke with a representative named XXXX. At this time she informed me that my account had been closed, with no replacement being issued, but she could fix that and send a new card. I asked when the charge would be reversed and she explained it would not be reversed. At this point, I immediately asked to speak to a supervisor. 

After waiting ~25 minutes a superior visor ( XXXX ) came on. Explained situation as described above, she just told me she has to transfer me to fraud investigation department as they 're in charge of fraud transactions. 

After waiting approx. ~5 minutes I was transferred to XXXX in the fraud department. I explained situation in full to XXXX. XXXX said he has now tagged that transaction as fraudulent. XXXX asked if I could give him a few minutes. He came back and explained what 's going to happen. XXXX stated what he 's done is go over and tag {$410.00} as fraud ; I will see a credit for the same amount to zero that charge out. Will see the credit in 24-48 hours within online banking. Up to two months to actually work the case ( wo n't generally effect you " me '' ). Asked for my cell phone # and I gave it to him. Read short disclosure regarding their use of my phone number. XXXX said if fraud investigator has any questions about the fraud they may reach out to me, if you do n't hear anything, they have up to 2 months to complete the case. Explained if the card is coming, plain white envelope, will arrive in 5-6 days. I asked if he could confirm mailing card is set, he ca n't confirm has to be regular customer service, will transfer for me back, but fraud charge is all set. 

I 'm then transferred to XXXX, to answer mailing questions. I ask about the status of a new card, XXXX explains that he sees they put as fraud, does n't see a new card being sent out yet, but he 'll fix that. I asked why it was n't taken care of the first time and he is not sure, he said he sees account was blocked and new card issued, but ca n't see why that did n't go through. He then explains there are notes that there was a system error when they did that initial fraud dispute. Putting me on hold to make sure they 're getting the card out to me as fast as they can. XXXX put in a case, and explained there was a system error when ordering a new card, but it 's fixed and they will waive express mail fee and mail new card. 

After waiting 48 hours and reviewing my account on XXXX/XXXX/16, I notice a credit has been issued for the {$410.00} ; however, this is also a new {$410.00} charge from Target that is back-posted to XXXX/XXXX/16. My current balance on the credit account reflects the {$410.00} being included.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief