Consumer complaint received 2022-03-12
Company: BARCLAYS BANK DELAWARE
State: VA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My credit card underwriter, Barclays, is holding me responsible for {$750.00} for XXXX XXXX charges made by someone hacking into my XXXX XXXX online account, which my credit card is saved under. 

FACTS. 
XXXX XXXX fraud called me on Sunday, XXXX XX/XX/XXXX regarding multiple online orders placed under my name. They did not reach me and did not leave a message. Their number, XXXX, does not allow for inbound calls, but they called again on Tuesday, XXXX XX/XX/XXXX regarding the fraud at which time they agreed to cancel the orders ( the same number was used in both instances as noted in my phone records ). To be safe, I immediately called XXXX after the conversation, who underwrites the XXXX linked to my XXXX XXXX account. At no time was the credit card not in my possession. 

On about XXXX XX/XX/XXXX, I received a letter from Barclays dated XXXX XX/XX/XXXX stating for the first time that I am responsible for a {$750.00} charge from XXXX XXXX. I called Barclays at XXXX asking how this could be. They told me that XXXX XXXX presented documentation that someone using my name and credit card ordered and picked up the computer so the charges are " valid. '' I was offered the opportunity to appeal, but was encouraged to seek any video footage from the store and to supply Barclays with a copy of the merchants " online purchase policy. '' They also made it clear that they would not take any affirmative action and seek further proof from XXXX XXXX ( like the information about XXXX XXXX fraud calling me ), but that is my duty as the victim to provide documents to support a negative ; that I did not incur charges from XXXX XXXX. 

On XXXX XX/XX/XXXX I visited XXXX XXXX at XXXXXXXX XXXX XXXX  XXXX, VA XXXX and spoke with a store manager. She told me that in their system, she saw under my XXXX XXXX account that Order # XXXX was placed on XXXX XXXX and picked up curbside on XXXX XXXX She also told me that curbside pick ups do not require customers to show their credit cards or ID to retrieve items, but to show a code that is sent to them. She also stated that any video footage of the transaction is no longer in the store 's possession ; they do not keep video footage for 60 days. Lastly, she saw that Order # XXXX, which was placed on XXXX XXXX was cancelled on XXXX XXXX. 

I called XXXX XXXX Customer Care and a representative opened a case for me, # XXXX. Since then I have called back for updates, and was told fraud investigations are for internal use only ; that I could not talk to their fraud department ; and that I needed to resolve the issue with my bank. In turn, I called XXXX XXXX 's corporate office, who simply routed me back to XXXX XXXX and would not answer if they maintain store footage at the corporate level. 

DOCUMENTS WITHIN MY POSSESSION THAT SUPPORT THE FACTS In my Spam folder I found a number of emails that support that at least two orders were placed as identified over the XXXX XX/XX/XXXX period and that someone tried to change my XXXX XXXX account password on XXXX XXXX. 

XXXX XXXX 's Curbside Pickup Frequently Asked Questions, which state, among other things, " When approaching your vehicle, employees will keep a safe distance and will not ask you to hand over an ID or hand over your phone/order number. '' Letter from Barclays substantiating that I am being held financially responsible for {$750.00}. 

A copy of the police report I filed electronically.

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