Consumer complaint received 2021-05-12
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX XXXX XXXXbarclaycardus.comXXXX I can't even believe I am writing this -- the first company that I would even bother to write a review about, just because my opinion has changed so much. I loved this card and loved Barclays as a bank, but after having the wildest 5 months of customer service I would have to guess that they are trying to sunset this business and discourage people from keeping the card. I am actually closing all of my Barclays accounts because of this. 

They were great until a fraud situation and then you are basically on your own -- so much so that today I was told the only way they would reconsider my case was if I faxed them 5 documents to prove that I was in fact out of the country on the date in mention of a specific transaction ( despite having no access to a printer or fax machine ) -- a cash advance from a XXXX XXXX ATM, despite the charges before and after that one charge was already marked as fraud and taken care of. 

While traveling out of the country w/o the card, I was alerted by Barclays on 3 occasions on XX/XX/20 for 1 ) someone activated my card ( a new card tey had just sent, but I didn't request ) 2 ) someone changed the pin of that card 3 ) there was fraud on that card. I responded that it was fraud since I was not traveling with that card, have no access to the mail while in XXXX, and that all of the charges were fraudulent. 

Most of the charges were removed, except for one made for a cash withdrawal at XXXX XXXX. I've spent the last 5 months trying to get this charge to be removed from my statement. The full charge was : {$20.00} withdrawal + {$3.00} ATM fee + {$10.00} cash advance fee. 

Today I learned that Barclays has removed the {$10.00} cash fee from my statement because they recouped that from XXXX XXXX during the fraud investigation, showing an agreement between the two companies that this was fraudulent. Barclays however will not remove the underlying {$23.00} charge. 
.. so literally the financial transaction that only took place because of the ATM withdrawal was deemed fraud and XXXX XXXX paid it back to Barclays , but the ATM withdrawal itself is not being considered fraud ... .huh? 

On today 's hour-plus call there was mention of the name and phone number of the person who they spoke to that was in possession of this new card, spoke to a member of the Barclays team to activated, and even picked up their phone AFTER the fraud alert ... showing Barclays clearly knows this is fraud, even knows details about the fraud, has colluded with XXXX XXXX on this fraud, and is still charging me the {$23.00}. 

Their advertising is also very clear that they offer things like " Access great benefits like {$0.00} Fraud Liability protection and no foreign transaction fees '' which is clearly very misleading given how they actually manage fraud at Barclays.

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