Consumer complaint received 2021-11-01
Company: BARCLAYS BANK DELAWARE
State: OK
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
The date of the charge was XX/XX/21, the amount was {$640.00} and the merchant was XXXX XXXX. Initially, the charge was removed from my Barclay account after I disputed the charge online, but then I received a letter dated XX/XX/21 stating that the credit card 's fraud department had determined this was a valid charge and it was added back onto my account statement. On XX/XX/21, I spoke with XXXX ( Operational ID # XXXX ) who told me the charge would again be removed within 30 days. The fraudulent charge was never removed. I called again and was told that the charge was determined valid because I have made other charges for the same merchandiser and that location. If you check the XX/XX/21 charge for {$640.00}, you will see where the XXXX order was filled. All of my XXXX XXXX orders are filled at the same store ( XXXX XXXX XXXX in XXXX, Oklahoma ). Barclays today, told me the fraudulent charge occurred in Arkansas and it was considered valid because I have made other purchases from that same location in Arkansas. I then compared my XXXX XXXX  account to my Barclay statement and noticed that in the last 6 months, I have multiple charges to Vendor # XXXX AR XXXX ( XX/XX/21 {$190.00}, XX/XX/21 {$140.00}, XX/XX/21 {$180.00}, XX/XX/21 {$140.00}, XX/XX/21 {$200.00}, XX/XX/21 {$110.00}, and XX/XX/21 {$150.00} ) which were all filled in XXXX, Oklahoma. ( By the way, XXXX is based in Arkansas so perhaps this is why the vendor ID is an Arkansas location. ) Barclay said I must have made the charge because I have other charges to the same merchant. I do have other charges to the same merchant, but I did not dispute any of the other charges because I actually made all of those charges. As you can see, my grocery bills have been less than {$200.00} and have never even approached {$600.00}. If you need further documentation, you may view my entire XXXX XXXX purchase history and see that I order mostly the same items each time and whatever was purchased on XX/XX/21 was different than my usual orders. You may also wish to look at the locations of the other charges on my Barclay account for XXXX. They were all on XXXX XXXX at XXXX XXXX in Oklahoma. I was not in Arkansas or wherever the XX/XX/21 grocery order was filled. On XX/XX/21, I requested BarclayCard to contact the XXXX XXXX Department and reference transaction # XXXX. I spoke to XXXX and they told me that this charge was not made to my XXXX XXXX account, but to another XXXX XXXX account. My XXXX XXXX account is under XXXX. I regularly order groceries from XXXX XXXX, but I did not make this charge. XXXX stated the XX/XX/21 charge was made to a XXXX XXXX account associated with a different email address. When I spoke to XXXX, I was told that I should not be the one calling XXXX to clarify the issue, as this is the credit card company 's responsibility. Obviously, the credit card company has not contacted XXXX or I would not still be dealing with this issue. 

On XX/XX/21, I again spoke with Barclay 's Fraud Investigation Dept. I was told that my fax describing the above information was received on XX/XX/21 and that the fraud team was reviewing the evidence. I again called today, XX/XX/21, and was told that the team determined I needed to submit additional information regarding my claim. I do not know what additional information I could provide. I have requested to speak with a supervisor and was told they would request that a supervisor would return my call in 7-10 days.

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