Consumer complaint received 2018-01-12
Company: BARCLAYS BANK DELAWARE
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Card opened as result of identity theft or fraud

Complaint:
XXXX/XXXX/XXXX I discovered a negative account with Barclays Bank XXXX ( Delaware ) on my credit reports, which had apparently went into collections and onto the reports in XXXX. Prior to XXXX XXXX, XXXX, I was n't aware it existed. I then called Barclays to dispute ownership of the account. 


XXXX/XXXX/XXXX I initiated a dispute with all three credit reporting agencies, regarding the Barclays account. 

XXXX/XXXX/XXXX I filed an Identity Theft Report with the Federal Trade Commission and proceeded to follow the outline of steps to follow which they provide in cases of credit card fraud. 

XXXX/XXXX/XXXX I received a reply via email from a Barclays employee, XXXX XXXX. 

XXXX/XXXX/XXXX I sent a response to XXXX XXXX and also attempted to reach him on the phone over the next two days with no luck. 

XXXX/XXXX/XXXX I called Barclays again and spoke with a women who said she worked in the Fraud Department whose name sounds like, " XXXX. Which oddly enough is a name that recently came up came up when dealing with a problem that I recently had with XXXX XXXX, in which I was sent a replacement card from them, with an account number belonging to someone else, with the name of " XXXX '' from Missouri. I asked her what the dispute process entailed, requested a copy of the cardholder agreement and application, as well as the full account number. I was told to fax in the request for a copy of the records, and to send, by standard mail, the nature of my dispute and any supporting documentation. " XXXX '' said Barclays would initiate a Fraud Investigation after receipt of the documentation. 

XXXX/XXXX/XXXX I sent a notarized letter to Barclays via USPS certified mail, included the FTC report I 'd filed, the explanation, and also requested a copy of the the records. My return address was included. 

XXXX/XXXX/XXXX I received a return receipt via USPS mail, with a stamped signature by XXXX, from Barclays, indicating they received the documents. Barclays did n't contact me via phone or email. 

XXXX/XXXX/XXXX I called Barclays to check on the status of the fraud investigation and when I could expect the records to arrive that Id requested. I was told they completed the investigation and it was determined that the account was not opened in a fraudulent manner, that I 'd exhausted all of my options and there was nothing more I could do to get the copies of the records I 'd requested. I called a different telephone number associated with Barclays and spoke to XXXX, who requested I send her a copy of the FTC identity theft report I 'd filed. 

XXXX/XXXX/XXXX I emailed XXXX the report, which encrypted with a code, as it was sent to a general inbox and not directly to her. I called her extension, left a voicemail with the code. 

XXXX/XXXX/XXXX I got a call from XXXX XXXX which I missed, he left a voicemail. 

XXXX/XXXX/XXXX I called XXXX again and left a voicemail asking for confirmation that shed received the email I sent on XXXX/XXXX/XXXX. She said she never got the email I sent or the voicemail, and that XXXX XXXX was the person who is in charge of handling the fraud investigation, but she would be available to assist if needed. I spoke with him about everything that 'd happened to date. I reiterated that the account was not mine and again made a request for copy of the records from Barclays Bank. I asked why I never received the records I requested in the notarized letter Id sent nor a reply of any kind from Barclays, he said that the records were mailed, but to a different address. He asked for my mailing address and told me that Barclays would send me a copy of the credit card application as well as the full account number. I asked how Barclays reached the conclusion that the account was mine and continued to ignore my insistence that I never applied for a line of credit with their bank, and was told that the they check the validity of the information a person supplies on a credit card application, by looking at public records. 

By this standard Barclays makes it extremely easy for anyone that simply checks public records, which are readily made available to the masses, to take the information they find, and use it in a fraudulent manner. As is the case here. 

XXXX/XXXX/XXXX I filed a complaint with the BBB against Barlclays Bank XXXX. 

XXXX/XXXX/XXXX I received copies of the account statements and credit card application, via XXXX from XXXX XXXX of XXXX, sent from XXXX, ME. The format of the application looks odd. It 's missing information and also contains a slew of wrong information. The telephone number listed never belonged to me, nor the email address, mothers maiden name is wrong, the location associated with the IP address stamp, from where this online application was filled, is a place I 've never been, there 's no employer information, the physical address listed is a place I have n't lived at for years prior to the application being filed, which I can provide proof of. 

Over the next few days I continue to receive paperwork from Barclays via USPS : two determination letters dated XXXX/XXXX/XXXX, in response to the BBB complaint I 'd filed, that state, after their fraud investigation I was found not responsible for the reported fraudulent activity and to allow up to 30 days for the Credit Reporting Agencies to remove any fraud related information from your credit report. The second letter says, Barclays Bank Delaware XXXX XXXX XXXX is requesting a trade, which was opened on XXXX for XXXX XXXX, to be deleted or suppressed. The above-mentioned person did not apply for or have knowledge of this credit card account. 

I continued to get mail from Barclays which I assumed were sent in error because of the determination letters I 'd been sent. 

XXXX/XXXX/XXXX XXXX XXXX XXXX of Barclays composed a letter which says, " '' I am in receipt of the correspondence forwarded to Barclays Bank Delaware ( " XXXX '' ) from Better Business Bureau ... '' XXXX/XXXX/XXXX, XXXX XXXX from Barclays, sent a letter which says, " I am in receipt of the correspondence forwarded to Barclays Bank Delaware ( " XXXX '' ) from Better Business Bureau ... '' XXXX/XXXX/XXXX, XXXX, XXXX XXXX from Barclays, sent a letter which says, " I am in receipt of the correspondence forwarded to Barclays Bank Delaware ( " XXXX '' ) from Better Business Bureau ... '' A couple weeks later I mailed copies of the determination letters, along with other documentation to all three Credit Reporting Agencies.Two which have replied, one which sent me a research request form, and both still retain the Barclays account on record. 

XXXX/XXXX/XXXX I called Barclays and requested to speak to someone in management and was told " XXXX would get in touch with me the next day. '' She did n't, and I dont think anyone from Barclays is going to contact me to resolve this matter.

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