Consumer complaint received 2017-01-16
Company: BARCLAYS BANK DELAWARE
State: SC
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
I am currently visiting XXXX, XXXX from XXXX. 
I had a XXXX account that had XXXX different credit cards linked to it. On XX/XX/2016 ( XXXX ), I awoke to find a number of XXXX charges ( {$50.00} gift cards, {$75.00} reloadable charges ) on one of my statements, posted XX/XX/XXXX ( XXXX ). I logged into my XXXX account and saw that they had done that to my other card, as well. Since the 3rd was a prepaid card and had no balance, it was not affected. So we will call them Card XXXX and Card XXXX, for simplicity. 
I submitted a fraud complaint to XXXX and they reversed the charges for Card XXXX, recognizing that it was fraudulent activity ( they could see the balance from each gift card in the account transferring to gift cards outside of the account, a sign that money was going out and to a third party individual ). They offered to be to reverse charges for Card XXXX also, but that I should contact my card companies as well because the hacker may have information about these cards. I decided to let Card XXXX company ( BarclayCardUS ) handle it. 
So I contacted Card XXXX company and they canceled the card and resent a new one. All good. I contacted Card XXXX ( BarclayCardUS ) via XXXX using credits on XX/XX/2016. The gentleman told me he would cancel my credit card altogether, submit the case to the fraud department and they would resolve. 
I checked my account on XX/XX/2016 and all of the XXXX charges had been reversed for the BarclayCardUS account -- -- - except for XXXX. I called back and the representative said that everything was fine, however they can not credit the last charge back to the card because the card is canceled : they need to wait for a new card to be issued, transfer the balance, then credit the {$75.00} back. They " inadvertently '' canceled the card before removing all of the charges. OK, that 's fine ... I can understand mistakes like these. I also sent a message ( see attached transcript ) and received a response that it would be resolved. 
Over the course of the last two months, the charge has not been resolved. Although BarclayCardUS insisted I am not responsible for the late fee charge or interest gained while they wait for the the balance to transfer and fix the charge, I am worried it could negatively impact credit score- and frankly, two months to resolve this is quite a long time, especially when their message says " maximum 30 days ''. On XX/XX/XXXX, I received a response asking for an addition " XXXX 10 business days '' to address the problem. 
On XX/XX/XXXX, I called and spoke with XXXX ( ID # XXXX ) at XXXX XXXX and she asked for an additional XXXX10 business day extension. 
On XX/XX/XXXX, after I requested a status update on the case, they claim that their fraud department has spoken with XXXX again and BarclayCardUS decided it is not fraud and have labeled it as merchant dispute as of XX/XX/XXXX. They messaged me and are now wanting me to contact them by phone, speak with managers, and ultimately compile documentation from XXXX and post it from overseas to prove it was fraud. 
1 ) I am not sure how I can independently verify with XXXX that the charges were fraudulent, but their fraud department can not. That seems incredulous. 
2 ) I am not sure why it was so easy to have XXXX reverse the charges for Card XXXX and also for me to cancel Card XXXX with the respective company ... however BarclayCardUS resolves all but XXXX charge and now has a new, different story two months afterward.

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