Consumer complaint received 2023-02-04
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:
XX/XX/2022, there were two fraudulent charges on my wife 's XXXX XXXX, Barclays Bank Mastercard credit card. 

Business name : XXXX XXXX XXXX, for {$3100.00} and {$3900.00} The details of this situation were as follows : From XXXX XXXX through XXXX XXXX we were staying at Breathless, an all inclusive resort in the XXXX XXXX. We did not leave the resort or use our credit card while at the resort at any time. At the time of the charge, the card was in a locked suitcase in our hotel room. There was evidence that the suitcase was broken into but nothing was physically taken, it was reported to our hotel concierge but no official report was filled out. We did not realize our card was compromised and simply put back into the bag. 
XXXX XXXX I received an e-mail at XXXX Fraud alert, which I didnt see until XXXX that night. I attempted to call to have these charges revoked but the hold time was long and I was on vacation and couldnt get through. 
XXXX XXXX, morning, When I initially called to report the fraud, based on the name of the company, I thought they were charges in XXXX XXXX, not The XXXX XXXX. Additionally, when I reported the fraud I thought the charges were on my card and not my wifes. The customer service agent canceled my card and issued me a new one, at no point indicating to me that the charges were actually done on my wifes card not mine. I discussed the charges with the agent. Questioning how someone in XXXX XXXX could have gained access to my account information. At no point did the agent correct me and tell me the charges were actually sourced out of XXXX XXXX, not XXXX XXXX. Due to this, it took me a full two weeks, XXXX XXXX, to realize the charges were on my wifes card not mine and within the XXXX XXXX not XXXX XXXX. By this time I was home back in the US. I promptly canceled my wifes card and had a new one issued. 
XXXX XXXX I called again to follow up on the status of having the charges removed. I was told it was still under review. 
At some point the charges were removed and I was elated, because I can not afford to pay $ XXXX for something we didnt order or purchase. 
XXXX XXXX I saw the charges back on my account! I was shocked. I called and was told the fraud claim was rejected? I was told I was to receive a letter in the mail explaining. 
XXXX XXXX I received the letter from Fraud investigations which explained that because the card was on our person that they determined the charges had to be legitimate. I called again and was told that I had to send a letter requesting the case to be re-opened. On this day I wrote and mailed a letter requesting the case to be re-opened. 
XXXX XXXX I received a call from Customer service. They indicated that the letter had been received and the case would be re-opened. Operator ID XXXX XX/XX/XXXX. I called to follow up. I was told that the letter had actually not been received and the case was not re-opened and that I had to send another letter. This time I sent the letter certified mail. Along with this letter we included, photo evidence including time stamps, that we were at the beach at the all inclusive resort with many witnesses, not in possession of our card, nor in a situation where it would make any logical sense for us to be applying over $ XXXX in charges at a rental car agency ( or whatever kind of business the charges were ). Further more, we can find no evidence of this business XXXX XXXX XXXX existing, online or otherwise. 
XXXX XXXX I received notification from USPS the certified mail was received. 
XXXX XXXX I called to follow up. Spoke with XXXX XXXX - I was told the letter was received, logged on XX/XX/XXXX, and in review and they needed 7 to 10 business days to from when it was received ( presumably XX/XX/XXXX ) to review the case. 
XXXX XXXX Called and spoke to agent XXXX  - I was told the review was not completed yet and to check back on XX/XX/XXXX if I saw no changes to my account. 
XXXX XXXX I saw no changes to my account so I called and spoke to Agent XXXX. At this time I was told the case was in fact not reopened until XX/XX/XXXX and that it would be a further 10 to 15 business days before I would see the results of the investigation. At this point, I got very frustrated and asked to speak to a manager. I was told there was no manager and I would receive a call back. 
XXXX XXXX A manager returns my call ID : XXXX - The Manager tells me that my case has been reassessed and that we are STILL liable for this fraudulent charges He tells me its because we still had the card in our possession and it was a chip reader charge. At this point I just dont know what to do I pled with him to help. I asked for his supervisor. At this point he says there is no supervisor to speak to and I am liable for the charges. He suggests I write an appeal to the office of the President of the Bank.

We are still pending a response from the office of the President but have lost all hope of these charges being reversed. 
This is quite possibly the worst experience I have ever had with any business let alone credit card company. I dont understand why the burden of proof for fraud is on me as the card holder vs. this business to which the charges were applied, which is clearly in on the fraud.

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