Consumer complaint received 2022-07-11
Company: BARCLAYS BANK DELAWARE
State: CA
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:
Date : XX/XX/2022 Send To : Barclays Fraudulent Unit Attention : Barclays Fraud Unit Office Location : XXXX XXXX XXXX, XXXX, DE XXXX From : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX, XXXX CA XXXX Phone Number : XXXX, XXXX Case Number : XXXX Fraud Case : XXXX, XXXX XXXX XXXX Case XXXX XXXX Fraudulent Credit Card use of Stolen Card Total Pages Including Cover : XXXX Urgent + Reply ASAP + Please Comment Please Review + For Your Information Comments : I am writing regarding my XXXX XXXX XXXX XXXX XXXX XXXXXXXX which I applied for while in the air from XXXX, AZ to XXXX, XXXX on XXXX XXXX XXXX XXXX XXXX XX/XX/2022. This card was being promoted by XXXX XXXX to passengers onboard XXXX flights. 
Enclosed in the following documents you will find evidence that the card in question was approved and set up by Barclays while I was traveling with my husband XXXX XXXX from XXXX, AZ on Tuesday, XX/XX/2022 XXXX XXXXXXXX. The card was then mailed to my home at XXXX XXXX XXXX, XXXX, CA XXXX. On XX/XX/2022 while I am in XXXX, I received an email notification that the card application had been approved, activated and the pin changed. I immediately contacted the number on the email, having the help of the hotel concierge to place the call from the lobby, as it was difficult to call by cell from our location in XXXX to USA with weak cell service and the hold times in trying to get through to Barclays. I informed the employee at Barclays ( XXXX ) of the stolen card, explained that I was traveling in XXXX and it was not me using the card. My son-law, who lives next door to us in XXXX, CA contacted us the same evening and told us the mail boxes on our street were broken into and the mail stolen. He replaced the broken lock. My daughter in law witnessed the thief running away with the mail, as did a neighbor who both were alerted by their barking dogs of the theft in progress. The police were called, and they recommended filing a federal fraud case for stolen mail. The case is : USPS Fraud Case : XXXX. The federal department agent recommended filing a fraudulent credit use case, and the number is : XXXX Fraud Verification Code : XXXX for reporting fraudulent credit card usage of XXXX XXXX ending in XXXX and XXXX. 
On Saturday, XX/XX/2022 I received an email from Barclays that my account statement was ready and that I owed in excess of {$620.00}. I immediately contacted Barclays Agent XXXX, then XXXX and two other agents who assured me that the account was blocked. I requested that they cancel the account and close it. 
I was told that a fraud investigator had determined it was me that had the card in hand in XXXX, CA and had made the charge ( s ) as a chip was used and that can not be copied. I agree that SOMEONE had the card in hand, which was stolen form my mailbox and were able to activate and use it without my approval or knowledge. Mail theft is a federal crime. Your company accusing me of using it myself while traveling out of the country verifiable by XXXX XXXX receipts and other documents. To me this entire episode amounts to elder abuse. I have suffered health issues including XXXX XXXX XXXX and XXXX XXXX dealing with this issue. I trust you will change your conclusions upon receipt of these supporting documents proving I was in XXXX XXXX during the fraudulent use of my card in where your report says it was used in XXXX XXXX XXXX XXXX, Transaction Date XX/XX/2022 ( which happens to be my birthday ). I was in XXXX not XXXX. Please resolve this case immediately. 
Sincerely, XXXX XXXX XXXX : Account ending in XXXX -which was closed and instead of cancelled upon request on XX/XX/2022 upon receiving email from Barclays indicating card had been activated while I was traveling in XXXX XXXX changed to Acct ending in XXXX. 

I received a letter saying that the fraud investigation was completed and it was determined I did not owe the said about and was not responsible for charges on XX/XX/2022. Since then my phone is being called 2-3 times a day requesting I pay-re collections. I called Barclays twice. One person said I owed XXXX. One said I was required to pay as I was responsible. This is harassment and elder abuse.

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