Consumer complaint received 2016-01-27
Company: BARCLAYS BANK DELAWARE
State: PA
Product: Credit card
Issue: Billing statement

Complaint:
In XXXX XXXX, there were a number of unauthorized uses of my credit card-all to places in XXXX XXXX. A XXXX representative called me in XXXX to ask me about such charges and agreed that they were fraudulent, and that they would be taken off my bill. I paid the bill minus these charges. However, for several months after, these charges kept reappearing, along with penalty and interest fees. Each month I would call and speak with a representative who would acknowledge that I was paying the correct amount, the fraudulent charges and fees would be taken off. No representative knew about my prior calls so, obviously, nothing was entered in the system and I kept repeating the same story either to the representatives who answered the phone or to supervisors to whom I asked to speak. 
In XXXX XXXX, I attempted to use my card and it did not go through. When I called, I was told that I had exceeded my credit line and that I had charged $ XXXX, violated my limit, and had missed my payment deadline. I told them that I had not done these things, and asked why the company would cut me off without notification of any sort that I was " late. '' They rudely told me they had notified me and I had not responded. I asked how they did so and they told me they have a record of someone calling and leaving me a message. When they told me the number they called, I told them that that particular number, which had been my land line, had been disconnected a long time ago. Then they said perhaps they had sent an email. I never received that either. These charges were all to XXXX company/companies and when one tries to go on the web site, one must speak XXXX to get through it. 
Someone finally acknowledged that these foreign charges ( I think one was to XXXX also ) were fraudulent and explicitly told me to just pay my accurate charges, which I did. However, each month the fraudulent charges, along with penalty and interest fees, reappeared. I called more than once a month to try and make progress. Some supervisors ( I remember one in XXXX ) told me it was outrageous what I had been going through, and decided to waive the annual fee for all of the incompetency. Nonetheless, the charges kept reappearing despite assurances otherwise. On three occasions, I spoke with someone who said they " escalated '' this matter and someone would call me within 24 hours. Nope! 
At some point, some of the XXXX XXXX charges and some of the XXXX charges were taken off. During one conversation, someone told me they would take off {$17000.00} of the {$26000.00} or so. How they picked that number is a mystery, since the total amount had been acknowledged by both sides as fraudulent. 
In addition, I spoke with someone around XXXX of XXXX, when I could not log in, and we realized that someone had logged into my account. I never picked boxing gloves as a symbol and never had selected a question concerning a sister, since I do not have any siblings. Why the possibility of online hacking would not have been examined is perplexing. 
The bottomline is that each time I spoke with a representative ( 20+ times ), they agreed that I should pay the amount equal to the total charges minus the unauthorized, which we reviewed together, and yet, they kept recharging me.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief