Consumer complaint received 2022-01-30
Company: BARCLAYS BANK DELAWARE
State: CO
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:
I was notified by email on XX/XX/XXXX by the XXXX XXXX XXXX XXXX XXXX company that there were suspected fraudulent charges on my credit card account. Upon checking my account quickly I saw close to {$1000.00} worth of charges made between the dates of XXXX on my account. These charges were being made at several different merchants of which I never shop/spend money at all while I was in Arizona with my family. 

I spoke to XXXX on XX/XX/XXXX, went through each of the fraudulent charges with a representative. I was told the charges would be temporarily removed from my account and things would be handled/investigated. At the time of this phone call I was unsure whether or not the credit card was in my possession or not, but I did have the information for the card stored in my phone to make purchases. The card was of course cancelled during my initial call with XXXX and a new card was mailed to me. The next month when my statement was sent to me, the fraudulent charges were on the statement. I called XXXX and spent an hour and a half being transferred to over 5 agents trying to get help for this. The final person I spoke with assured me these charges would be removed and apologized for the trouble. My account was clear when I paid my bill XX/XX/XXXX for {$160.00} and this week my newest statement yet again had the past fraudulent charges on it. 

I also received a letter this week from XXXX after being away for work traveling telling me their investigation determined the activity they had alerted me to as being fraudulent, and that I confirmed as being fraudulent, had been determined by them as " valid ''. On XX/XX/XXXX I called the company for the third time once I opened my emailed statement with these charges on it yet again, spent over an hour speaking to them regarding every charge, yet again, and was told these charges were being removed. The man I spoke with on the phone never mentioned anything regarding the investigation the company had done and the first I have heard about this came from the letter I opened after getting home today. 

I investigated some of the fraudulent charges myself and found that two of the many charges were made in store at a XXXX an hour and a half from my home on a video game console, blue tooth headphones, video games, etc. If these purchases were made in store, I would believe this XXXX branch would have security footage of the person making the purchases. After reading the letter from XXXX I have reached out yet again via their " secure messaging '' portal inside my account an hour ago to dispute these charges and questioned how their investigation dept. came to the conclusion the fraudulent charges were valid. 

I have spent hours and hours on the phone with this company between XX/XX/XXXX and now. I now have late fees and interest charges on the fraud charges due to being told the charges were being handled each time I've contacted the company and then the opposite occurring. I am willing to gather any information or evidence regarding these charges in order to be cleared. I am desperate for help as any time I try to contact the XXXX XXXX XXXX XXXX customer service I can never get anywhere.

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