Consumer complaint received 2016-12-22
Company: BARCLAYS BANK DELAWARE
State: PA
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
Unknown suspect gained access to my personal information, then proceeded to make transactions on my Barclaycard. Between XX/XX/XXXX and XX/XX/XXXX, the culprit was able to charge several thousands dollars to my account and all were determined fraudulent by Barclaycard. XXXX charge for {$2200.00} was charged to my account on XX/XX/XXXX. I was not in my home state when the fraud occurred, but according to the merchant, the charge came from my home state. 
On XX/XX/XXXX I was told I needed to send in a police report. I sent in a report, the charge was removed from my account, and I received a letter on XX/XX/XXXX stating Barclay had found the {$2200.00} charge to be fraudulent. 
The charge was placed back on my account several weeks later. I recorded every Barclay phone call I made, and I have on record an XXXX stating Barclay did not accept handwritten police reports, and that I had sent in an " incident report '', which is why the charge was returned to my account. In PA an incident report is a police report. I was told I would have to obtain a " typed police report '' in order for the fraud claim to be approved. I sent in a typed investigation summary provided by the police. The charge was then removed from my account. Several days later the charge was returned to my account, and I was told that the report was invalid since it did not name Barclay as a compromised account. I explained to the XXXX assigned to my account that as I was dealing with identity theft, I had already filed a report for another card, but that the police had my Barclaycard bank statements and were waiting for any information Barclay could provide to aid in their investigation. I was told Barclay would n't contact the police until they received a typed report with itemized detailing of each fraudulent transaction. The police department refused to itemize or type as it is not their procedure, but include a summary of the total amount of related fraudulent transactions. I then had to purchase a copy of my new report and while waiting for it to arrive by mail, I called to request whatever information from the merchants Barclaycard had used to determine my fraud case. I have on record that the XXXX did not feel he needed any information from the merchants, and that he based his decision on my account history and the police report I sent in. I then contacted the merchant to see if I could obtain a signature, XXXX address or anything to give to the detective since Barclay would not immediately aid the police. The merchant said only my creditor could request this, but they did inform me the merchandise was purchased and signed for on a day when I can prove I was not in my home state and had no way of signing my name on any package. It also was not possible for anything to have been delivered to my billing address, which meant the package was delivered to a different address ( possibly the culprit 's ). I thought this was useful information but according to a phone call made on XX/XX/XXXX, the XXXX made no effort to follow up on this. 
I sent in a XXXX of XXXX and a Statement of XXXX, but I have the XXXX stating on record that someone compromising my account is not considered identity theft, and Barclay will not treat it as such. The XXXX also stated, " The bank wants an arrest in order to hold someone liable '', however his refusal to thoroughly investigate or request a simple signature makes me skeptical of this. I have made every effort to assist the police in finding the culprit, but the XXXX refused to contact the police and is holding me liable for a transaction I did not authorize or benefit from. I want nothing more than for the culprit to be arrested and held liable for every penny they stole from me, the bank, and the merchants, and any information Barclaycard could provide XXXX be helpful toward catching who did this.

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