Consumer complaint received 2023-06-03
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am grateful that the CFPB expects companies to provide complete, and accurate responses to consumer complaints, and responses tailored to the issues described in each consumers complaint, yet in an original complaint against Barclays JetBlue World MasterCard being either lost, stolen, or cloned, their response for the investigation they allegedly made, appears in itself fraudulent, and totally invented. Throughout Barclays FRAUD DEPARTMENT investigation, the company failed to properly manage, respond correctly nor in a timely fashion, to my credit card dispute and fraud claim, as per law, and continue to post their debt collection on my online credit card account.

After receiving Barclays Fraud Department XX/XX/XXXX, response to the CFPB, I found four phone conversations with their Fraud Department that I forgot I recorded which are all very contradictory and prove Barclays kept prolonging their investigations, after re-opening of the case just after I called and complained that they returned all the unauthorized charges for me to pay.

This newly found evidence assures me that Barclays Fraud department never fully investigated the matter as per their apparently fraudulent response letter to my CFPB complaint. The mutually agreed upon recorded phone calls are months apart from XXXX to XXXX, when I was so tired of speaking hours on the phone altogether, faxing them more and more documents, so I asked my daughter to please follow up. 

The newly discovered lengthy phone conversation recording I have on an old phone in my possession include one with Barclays XXXX XXXX on XXXX XXXX, XXXX ; Barclays Agent XXXX XX/XX/XXXX, Barclays Agent XXXX on XX/XX/XXXX ; Barclays Agent XXXX on XX/XX/XXXX. All of them insisted the investigations could take up to 90 days but they kept taking more. Apart I have written records of calls with XXXX on XX/XX/XXXX at XXXX who insisted on having a police report made ; with XXXX the manager of the fraud department made on the last Monday, end of XX/XX/XXXX, among others. 

In Barclays response letter to my CFPB complaint, nothing makes any sense. First it claims I received a fraud alert from them on XX/XX/XXXX and then a passcode to unlock my adult daughters authorized users card because she was traveling, when in fact I never received an alert from Barclays, nor a passcode to unlock her card, but originally phoned the Fraud Department from my Florida, US landline and told them to cancel the card because I was alerted of suspicious activity ( by my computer security program and not from Barclays ) on my daughters card while she was already in XXXX XXXX. 

Further proof that Barclays response to its investigation of fraud is their response to my CFPB complaint also states, The representative confirmed with you the transactions were reported as fraud, and informed you he would be closing your authorized users card ending in XXXX and replacing it with the above-referenced card ending in XXXX. In fact, in the documents I sent, such as credit card statements, all the charges made on XXXX XXXX were already made from the card ending in XXXX and not ending in XXXX ; so this Barclays stated fact is impossible and further proof of their apparent investigation fraud. 
Upon receiving my pcs program message to check the credit card account, I immediately saw online large amounts of temporary authorization transactions, so that is why I originally instantly called Barclays to cancel my daughters additional card knowing something serious was wrong since we have never been in the habit of charging such large sums of money and in so many places on the same day. 

From my Florida, US landline, I finally could reach my daughter on XXXX XXXX, XXXX, not until the afternoon, who was on an emergency 2-day trip in XXXX XXXX XXXX She told me the card was either lost, stolen or cloned because the last XXXX times she used her card in XXXX XXXX was the previous night at a XX/XX/XXXX just near her two-night XXXX rental and then at a late dinner at the restaurant XXXX, leaving just at their usual closing time, before going to sleep. 

She did not realize until later the same day that her card was missing from her purse since at that restaurant XXXX, they hung up the ladies purses. The next day she told me she called XXXX to talk to the manager who apologized profusely for all the confusion and offered to refund her dinner of {$40.00} which they did shown on my statement period XXXX, since they recognized their responsibility and her innocence and could not explain why her card was missing from her purse. I told her not to worry since I called earlier the same day to Barclays to cancel her card over this fraud and was assured by Barclays that we would not be charged for all the unauthorized charges. Barclays did not say at that time that they would ever return the charges to a later bill nor mention she had to get a police report. 

Further proof of Barclays invented statement in their response to my CFPB complaint, is if as they state her card was locked, why were charges on her card ending in XXXX even temporarily authorized? I sent Barclays screenshots of the charges appearing on XX/XX/XXXX online and even over the phone questioned them about the time of day they were made and exactly where, seeing that the unauthorized charges were made way after midnight on the XXXX and beyond after I even phoned them early in the morning on XX/XX/XXXX. 

Next in their response to my CFPB complaint, Barclays states that I said I was in possession of both cards, which is obviously impossible due to the dozens of unauthorized purchases in XXXX XXXX and the fact that I was calling from my Florida landline in the US both on XX/XX/XXXX. 

At first Barclays took off the reported charges starting the same day, then they reinstated them some two months later which is causing my family extreme hardship since the total unauthorized charges made were over {$3300.00} plus the interest they are charging since I can only afford to make minimum payments on such huge bill for purchases my daughter never made nor authorized, nor received. 

Over the course of all this time, we have had to conduct our own investigation and sent Barclays over 20 pages of diverse documents of proof and a letter explaining all the minutest details. In the meanwhile, Barclays would send us many misleading letters that were contradictive saying she was the same day responsible and the same day not and so on including letters about her being responsible for the XX/XX/XXXX, XXXX charge which we never disputed nor other charges on XX/XX/XXXX. 

On other occasions Barclays also asked my daughter to provide more proof such as a police report when it was impossible for her to return to XXXX XXXX to acquire one in a timely fashion in times still of XXXX, so instead, she wrote the receiving company of many of the charges. XXXX XXXX, to send us copies of the bills and when we received them contained many different fraudulent signatures claiming they were hers so we also sent that to Barclays as proof her US passport with her legal signature Later when her US passport expired months later, Barclays demanded to send a copy of her new passport and as well she did. According to our own investigation XXXX XXXX is a credit card phone service application for small merchants used in XXXX XXXX Their three bills sent to us included long lists of separate charges on a single invoice. The three different invoices we received from them were at establishments and times when they are reported online as closed.

During the course of our dispute, Barclays would send us misleading letters, some separate on the exact same date saying we were responsible in one, and on the other hand not responsible in the other. I included sending them copies of their contradictory letters.

CFPB claims online if there is unauthorized use of your card before you report it missing, the most you will owe for unauthorized charges on the card is {$50.00}. Many cardholder agreements say you are not responsible for any charges in this circumstance. If you have not lost the card itself, but someone steals and uses your account number, you generally have no liability for unauthorized use. 

Apart from all of the above, the listings of the temporary authorizations that were appearing on my online Barclays account on XXXX XXXX, XXXX, and relisted in my following XXXX statement were different, mostly from the vendor XXXX XXXX and not from each establishment, and did not correctly mathematically add up. The establishments were all over XXXX XXXX where my daughter was not in possession of a vehicle and another charge included was a very far away gas station with very poor online reviews of previous frauds. 

Finally Barclays is responsible for their inaccurate information and failure to investigate my dispute adequately and for their apparent fraudulent response to the CFPB. I would like Barclays to compensate me for all my losses plus interest which are described and detailed in my original complaint, plus punitive damages for all my time and duress. 

I have also reported their shoddy fraudulent findings to the ReportFraud.ftc.gov FTC complaint on XX/XX/XXXX, and intend to file a FDIC complaint, consult lawyers about opening a lawsuit, as well as reporting Barclays to the BBB for their misconduct. 
Thank you for your kind consideration of 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