Consumer complaint received 2022-05-24
Company: BARCLAYS BANK DELAWARE
State: NY
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:
On XX/XX/2022, there was fraudulent activity on my Barclays credit card in the amount of {$500.00} from XXXX XXXX, XXXX location XXXX CA XXXX. It was an unauthorized purchase. I immediately contacted Barclays card customer service and requested that my credit card be canceled due to fraudulent activity. I received a new credit card and the amount was credited back, however, I received a letter stating the following : " We issued a provisional credit to your account for the full disputed amount on XX/XX/2022 while we investigated this activity. We've completed the investigation and found that the activity is valid. Therefore, the provisional credit has been reversed and the amount owed has been placed back on your account. '' I called Barclays fraud department. They said that the investigation is completed, and they have received documents from the merchant ( XXXX XXXX ), which stated this transaction is valid. I have contacted XXXX XXXX, and they stated that this was fraudulent activity and they would share this information with Barclays and the police if they would like to confirm it. XXXX XXXX said they can provide the IP address and location of the person who did initiate this transaction, the name, and location where the money was received, and the name of the person who received the money : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX. They give me two case numbers ( XXXX # XXXX and XXXX # XXXX ) and they said Barclays can call on ph. # XXXX or send an e-mail : to XXXX and they will be provided the full information on this fraud and they know I have nothing to do with it. Also, XXXX XXXX said Barclays never contacted them and they did not send to Barclays any information about this matter. 

I called Barclays and they told me to send evidence if I have any and they promised to investigate this again. I sent evidence and the AFFIDAVIT OF FRAUD CLAIMANT by fax and post mail on XX/XX/2022. 

There were four e-mails in my mailbox which I submitted as evidence : E-mail # 1 confirmed XXXX XXXX money transfer to XXXX XXXX XXXX ( my mother ) to XXXX with tracking number ( XXXX ) XXXX. 

E-mail # 2 was 10 minutes later and confirmed XXXX XXXX money transfer with tracking number ( XXXX ) XXXX was picked up by XXXX XXXX ( XXXX XXXX, XXXX XXXX, XXXX - the location was provided to me on the phone ) E-mail # 3 and e-mail # 4 show that ten minutes later another money transfer transaction was attempted and XXXX XXXX canceled the second money transfer transaction because they acknowledged there was fraudulent activity. 

Additionally, I have enclosed evidence of submitting this issue to : Police, XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX. XXXX, XXXX XXXX. XXXX, XX/XX/2022, XXXX XXXX XXXX, ID XXXX, ( XXXX ) XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX ; XXXX - XXXX Complaint Referral Form ; Fraud.org Complaint Form ; ReportFraud.ftc.gov Consumer Report to the FTC ; XXXX Case # XXXX ( Fraud Alert ), Case # XXXX ( Dispute ) ; XXXX Case # XXXX. 

I did call Barclays over 6 times and always was told to wait for 7 to 10 days and then call them back. They always promise that they will investigate and they will contact XXXX XXXX. However, each time when I call them again I am told again that the investigation is completed and there is no fraudulent activities on my account, but they will investigate it again. Today, I called them again and asked them if they can call XXXX XXXX and receive confirmation from them that this was a fraud and that I did not authorize this purchase. I was told that they can not contact XXXX XXXX because they have limited availability and when I asked that I call XXXX XXXX with them on the line, the representative immediately said no and she would transfer me to another department. When she returned, she said the other investigations department can not assist and I will have to call at another time. They can not possibly determine that there was no fraudulent activity without checking on this matter with XXXX XXXX and why do they say they did receive documents from XXXX XXXX and based their investigation conclusion on it if they never contacted XXXX XXXX, according to XXXX XXXX XXXX? 
Barclays stated on their website that if youre a victim of a scam or fraud well refund money taken from your account that youre entitled to. Count on Barclays ' {$0.00} Fraud Liability protection. With our fraud liability coverage, you aren't responsible for unauthorized purchases made with your card that you report to us. It doesn't matter if your card is lost, stolen, or breached - online or offline - you're protected. 
This transaction was an unauthorized purchase, XXXX XXXX has all the information needed to conclude that it was a fraud and it was not me who did that. However, Barclays has not contacted XXXX XXXX, is not performing any investigation, and charging me this fraudulent charge and interest fee on top of it, against their statements about the guarantee of protection from liability from fraudulent activities they offer to their customers. 
Thank you.

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