Consumer complaint received 2022-08-03
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:
I have been a Barclay 's credit card customer for several years in good standing. I never have balances, I always pay off my accounts in full each month. This card that was stolen was a back up card for me. It wasn't connected to a mileage program so i had it as an emergency card of sorts. I rarely ever used it. On XX/XX/2021, An electrician from The XXXX XXXX came to my home to install an electric car charger in my carport. Due to XXXX, he didn't come into my home at all. When it was payment time he said he'd process it in his truck. I was on a zoom with work, so I ran to my wallet, grabbed the first card my hand touched and it was the Barclay 's card. I gave him that card to pay for his visit. It was {$120.00}. He said he'd bring the card back and leave it on the ev charge box since I was dealing with my office. On XX/XX/XXXX, I left for XXXX for the XXXX holiday. I didn't get back to XXXX XXXX until XX/XX/XXXX or XXXX. When I got back I was removing all of my receipts, etc. from my trip out of my wallet into files when I realized I didn't have that Barclay 's card that I had given to the electrician. I saw him bring it back but I don't know if I forgot to take it from outside or if I dropped it in NY somewhere, but the card was gone. Once I noticed the card was missing I immediately called Barclay 's and reported the card stolen. Then Barclay 's informed me there were several charges made on the card during the possible missing dates. They went over a list with me and asked me if i had made each charge and each one, except for The XXXX XXXX, was not mine. It came out to about {$3100.00}. The credit card statement from Period XXXX is attached and shows these fraudulent charges. Barclay 's made my fraud claim anything but easy. Barclays initially credited me the full fraud amount back. Please see statement Period XXXX. BUT then Barclays charged me back for roughly half of the fraud charges with no warning or explanation. Please see statement Period XXXX. I called them and in Barclay 's fashion, was handed around from person to person after very long hold periods. The people in customer service barely spoke english and read general statements, they never listen to what you are saying. I was on the phone for a few hours and while no one seemed to understand how half of the fraud charges were put back on my card, one person in fraud said a police report would do the trick. I explained how in XXXX XXXX they won't give you a police report for simple theft. they have too much crime happening in XXXX  country, but the person at Barclay 's said that was the only way to prove they were fraudulent charges. So with much effort, I was able to file a police report for the credit card fraud. I sent it to Barclays and nothing, I must have called every few weeks and it was a hassle each and everytime with no answers, just getting denials and people not understanding me. Finally in XXXX I reached a nice gentleman who spoke english and understood what i had been going through. he said the police report was never forwarded to the investigation group, so he said he sent them everything and I would be credited back all then interest fees and monthly minimum payments I had been making on the fraudulent amount so I wouldn't get any late payments. Well i've heard nothing and still see the fraud amount is on my card balance. I call barclays, customer service spends 30 minutes with me and then they put me on hold to pass me to fraud. The woman in fraud was useless. She said the police report isn't enough. I said how is an official police report not 'enough '. When Barclay 's said get a police report and it will be done. She kept putting me on hold to speak to some mystery person about other ways to prove my innocence. One suggestion was to go to the stores that the purchases were made and ask to see surveillance tape from the date the charge was made and if it shows someone else and not me that would clear me. This was insane. I explained to her that the credit card company is supposed to do the investigation, not me. I wasted dozens of hours with them already on this. Also, the stores listed are all over the country. I have never heard of something so asinine in my life. I then accused Barclays of fraud becasue it seems they are making it impossible to make me whole. I asked to speak to a supervisor and she told me you have to make an appointment for that. So I said make me an appt. Their 'appointment ' is a call anytime in the next 5 days in the morning. She said to be sure you have your phone on. I told her I work so if i miss the call what happens? And she said just keep the phone on. It's like speaking with robots. And I reminded her I have been a great customer with Barclays for years, no balances, etc. She stuck to her company line. So I am so frustrated and annoyed with all the hours I have wasted with that bank they leave me no choice but to make complaints about them now to force them into doing what's right and fair. i followed the rules in reporting and providing what they needed. I have never seen anything like this in my life. it's very suspicious behavior in my humble opinion. Once this is done I am cancelling all of my accounts with Barclay 's, they make you feel like a criminal as their customer.

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