Consumer complaint received 2017-10-05
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: Card was charged for something you did not purchase with the card

Complaint:
When checking the statement from Barclaycardus.com on XXXXXX/XX/XXXX, on the internet, I found numerous unauthorized transactions starting XX/XX/XXXX ending XX/XX/XXXX on my XX/XX/XXXX statement. I immediately called Barclay and told them about the unauthorized transactions, again on the XXXX I checked and found more unauthorized transactions. That would be on the next statement and had not been seen by me. OnXX/XX/XXXX and XX/XX/XXXX Barclays reversed the charges in total of {$17000.00} I also had charges from same vendor that were authorized, I gave them all the information, and paid the authorized amounts for {$13000.00} in 3 payments of XXXX,XX/XX/XXXX, {$3000.00} on the XX/XX/XXXX and XXXX on the XX/XX/XXXX. On my XX/XX/XXXXstatement it shows my payments along with reversal of previous credits of unauthorized transactions in the amount of {$32000.00}, leaving a balance of XXXX. OnXX/XX/XXXX I received a letter, dated XX/XX/XXXX, saying that Barclays was denying the charges that I had filed as unauthorized in the {$19000.00}, without any explanation. That they had determined they were authorized. After repeated calls to XXXX and Barclays, they both kept telling me to call the other since they went through XXXX. Finally, I could not call XXXX without extended periods of being on hold 45 minutes etc, I have the phone records to prove it. On the XX/XX/XXXX I called Barclays again and spoke with XXXX who proceeded to tell me that " your husband called on the XX/XX/XXXX and said that all of the charges were authorized '' I was adamant that my husband had never called them or anyone else concerning this matter, he was fully aware of it however. And that no one else was aware of the situation except the two of us, my husband and myself. XXXX asked to speak to my husband, who has been diagnosed with XXXX and has XXXX on theXX/XX/XXXX. I asked my husband if he felt like talking to them he said yes. The only thing that was asked of him was asking him to state his full name, I heard him reply. He was told to give the phone back to me, at which time I was put on hold briefly, then when XXXX came back he asked if I would like for him to get in touch with XXXX and have a conference call and I adamantly agreed. A lady by the name of XXXX spoke with me and I told her the entire situation, she asked questions which I answered truthfully, she asked if I had been in touch with my financial institution, Barclays, I told her yes again, I told her that XXXX  was supposed to be on the line as he had arranged the call, up to this time he was silent. He said " I am here '' I asked him if he would confirm what he had told me within the last 30 minutes that my husband had called on theXX/XX/XXXX stating that the charges were authorized, at that time his reply was " yes that is correct, however since then we have determined that your husband was not who called '' He did not say anything else. I asked XXXX if they keep all of their recorded messages and was assured that they do and they would provide the recorded conversation with a subpoena. At this point in time Barclays has added more charges from the same vendor in the amount of {$11000.00}, and credits of XXXX for an additional unauthorized amount of {$8700.00} for a grand total of {$27000.00} all unauthorized and disputed. I have not received any other correspondence from Barclays concerning this matter, not by email or USPS. I am claiming fraud in the use of my husband so called involvement in the matter, from a person or person unknown to us. Also, the credit limit on the card {$9500.00} no one has ever opted to have the credit limit allowed to go over, this is fraud by Barclay themselves. So We demand a full reversal of the amount of {$27000.00} along with any and all interest or penalties. I have had no contact with XXXX or Barclays since that day, other than to check the balance on the card by internet.

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