Consumer complaint received 2017-02-20
Company: BARCLAYS BANK DELAWARE
State: NY
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
This complaint is against the Barclays Bank Delaware/Barclaycard Card Services, XXXX XXXX, XXXXXXXX XXXX. On XXXX XXXX and XXXX, XXXX, a stolen credit card number from a Barclaycard Visa account that I had was used to charge purchases totaling {$9800.00} at XXXX XXXX XXXX # XXXX, XXXX XXXX XXXX, XXXX, and {$9.00} at a XXXX XXXX in the XXXX, XXXX. Barclays mishandled my initial reporting of these charges as identity theft and later claimed having no record of every piece of evidence I have subsequently submitted to it in support. I present the following facts : On XXXX XXXX, XXXX I phoned the Barclays Bank fraud department to report these charges as false. I requested that it send me a blank in-house copy of its Statement of Fraud form to complete and return in order to begin the process. I repeated this request during follow-up phone calls on XXXX XXXX and XXXX XXXX, XXXX, because each time I made the request, the form was not sent to me. Barclays, despite having my correct address on file since XXXX XXXX and verbal confirmation of that address during each of the above-cited phone calls, continued to send the requested Statement of Fraud forms to a previous XXXX address, although it continued to bill me at my correct XXXX address. I have retained those forms and the mislabeled envelopes in which they were sent, as they were eventually forwarded to me. 

After finally receiving a Statement of Fraud form at my correct residence, following Barclays protocol, I completed and submitted both it and the following submissions on the following dates ( none of which were acknowledged by Barclays ) : ( 1 ) a letter to Barclays Card Services, XXXX XXXX, XXXX, XXXX XXXX ( a Barclays-directed address for correspondence to its fraud department ), sent by US mail, dated XXXX XXXX, XXXX, complaining about Barclays repeated mailings of the requested Statements of Fraud to an incorrect XXXX address despite its uninterrupted billing to me at my correct XXXX address ; ( 2 ) a fax transmission, dated XXXX XXXX, XXXX, containing both a completed Statement of Fraud signed by me and an Incident Information Report # XXXX issued by the XXXX XXXX Police Department, XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX ; and finally ( 3 ) a fax transmission, dated XXXX XXXX, XXXX, containing both a Complaint Report completed by investigating detective, XXXX XXXX, from the same XXXX XXXX XXXXXXXX determining this as a case of Grand Larceny, and a note from me which asked Barclays to acknowledge the receipt of the report. Both items ( 2 ) and ( 3 ) were faxed to Card Services, fax number XXXX, which is the directed fax number indicated on the Barclays Statement of Fraud. 
On XXXX XXXX, XXXX, having had no acknowledgement of any of the above correspondence, and amid continuing billing, I phoned the Barclays Fraud Department once again and was told by the operator ( XXXX, Operator ID # XXXX ) that Barclays had no record of any of the Postal or fax communications items that I have delineated above. 
In response to this failure, I was compelled to re-submit items ( 1 ), ( 2 ) and ( 3 ), outlined above, by US Registered mail on XXXX XXXX, XXXX, but as of this date, I still have not had a single response from that company 's representatives other than subsequent billings and penalties. To date, the original charges, with penalties, have ballooned to over {$11000.00}, and have negatively impacted my previously strong credit rating. The XXXX police department has determined this to be a case of Grand Larceny. Neither Barclays nor XXXX has produced a signature for these in-store purchases, against which I am ready to compare my own legitimate signature. 
I have recently subitted a similar complaint against Barclays and Barclaycard to the office of the Attorney General of the State of XXXX.

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 monetary relief