Consumer complaint received 2024-09-14
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BARCLAYS BANK DELAWARE (SC)

Recently I was the victim of fraud, the repercussions of which I seem totally powerless to resolve. I write to you as a plea for assistance, as I feel helpless in this situation and want to not only resolve my personal issue but assist in bringing this corporate criminal behavior to light and hopefully prevent others from also being victimized. 
To put it simply, XXXX is facilitating and perpetuating a fraud that has cost me and my family close to {$4000.00}. While we are gainfully employed, we also have a medically complex child and all the additional expenses that come from this, and simply can not afford to just lose this money. I am at a loss as to where to next turn. I truly hope that there is consumer assistance available to us and that this theft will not be allowed by a multi-billion-dollar corporation. 
Here is the timeline of the events that took place : On the morning of Friday, XX/XX/XXXX I received an order confirmation from XXXX for a large order of large quantities of random items. I knew that I had not ordered these items and had received scam emails from XXXX before, but I went into my order history ( not clicking on any link in the email, in case it was phishing ) to confirm that this was just a scam. No order of these items or amount appeared. I deleted the email and preceded to work that morning. I then began receiving emails from XXXX that my items had been shipped. I immediately logged on to XXXX. Again, there were no orders matching this description or amount in my history. However, I clicked on the Customer Service link and THERE the order showed up. Again, not in my order history at all but only inside their Customer Service link. The system asked if I had questions about this order. I began a virtual chat with a representative who asked if I wanted to cancel the order. I stated that I did, but also expressed concern that it was a fake order. I asked if I needed to do anything else. They advised me that they cancelled the order and nothing else needed to be done. I was at work at the time, so I ended the chat intending to follow-up further after work. 
Very soon after my chat ended, however, I received additional shipment notifications of items both within that original order and additional items I had not yet seen. Panicked now, I called in to XXXX. I also logged on and saw in real time that items were even more items in my cart that I was not ordering. I spoke with a gentleman at length. He let me know that there were XXXX total orders totaling {$3500.00}. Each order was close to, but not above {$900.00}. He said that it appeared that they had added a stolen credit card and then later deleted this card in my account. He told me that it was clearly fraud. He suggested that I change my password on both XXXX and my email, add dual authentication and keep an eye on my credit card just in case. He said it was cancelled, but IF I did see charges come through to just dispute them. He assured me that it was clearly noted as fraud on XXXX end and they would not push back against any dispute. He stated that I would get an email with any instructions. I did receive an email with instructions only to do what he has suggested, and that I had already done. 
Over the next day or so after being out of the house, I returned home to find countless packages piled on my front stoop. I took pictures of the boxes. I called XXXX again. I asked them what to do with all of these packages that I did not order. I was told that, again, it was clearly marked as fraud and that I would receive an email once it had been investigated. I mentioned to the gentleman that I had no order so I could not start a return. I told him that the scam made absolutely no sense to me, as they delivered the packages to me. However, they did order a gift card that they appear to have sent to themselves, as part of this scam. ( Ive since been advised that this is likely a scam called brushing but was never told this by XXXX. ) He advised me just to follow the instructions on the email and that I did not need to do anything else. I stacked the packages in my bedroom. The email that came once again advised me to change my password, add dual authentication, etc. which I had already done. 
Eventually I found that these charges did, in fact, hit my credit card. I called my credit card company ( as I was instructed to do by XXXX ) to dispute the charges. They were removed. 
On Friday, XX/XX/XXXX I found that I was re-charged for one of the charges. I spoke to multiple people at my credit card company and have been told that XXXX, despite all their assurances, did NOT confirm that this was fraud. The investigative unit at my card company advised that it might not be over and that the remaining charges are still pending and might all be re-charged. They said that I need to call the vendor, and that there is nothing else they can or will do. They did tell me that they could send me a copy of the statement that XXXX sent to them. I did not receive this. 
I called XXXX 3 times on XX/XX/XXXX. Once again, I was advised that it was clearly marked as fraud. They stated that they do not know why they would push back against it. I was told that they would escalate it internally and I would receive an email with the results. I asked if I could speak to the team it was being escalated to, and was told no. I asked if I could speak to a supervisor. The first gentleman told me that I could but placed me on hold for 45 minutes. Eventually he came back and suggested that I hang up and call right back in. He said he would note my account and I could ask that person to be transferred right away to their supervisor since his was not readily available. I did so, and the woman I spoke with the second time absolutely refused to transfer me to anyone else. Again, I was told that it was escalated, and would take 7-10 business days to receive a reply. I asked if the number for this team would be available on this reply, and she said no. I can not speak to anyone. I called in one more time and was told by the final person that again, it was clearly marked as fraud. Again, they stated that they do not know why ( or see anything ) indicating that they pushed back to the credit card company. He said the only avenue is to escalate things to this team internally and wait for a reply, but he advised me it should take 24-48 hours. 
I dont know how a massive corporation like XXXX is able to quite literally steal from consumers without repercussion. I never wanted these items, I never ordered these items, and I did everything in my power to make them aware and make it right. I followed every instruction. Ive spent close to XXXX hours on the phone between my credit card company and XXXX. Both tell me that they will escalate it, and to call the other. XXXX tells ME that these orders are clearly fraud but tells my credit card company that they are legitimate purchases. I have no way to receive the call notes to XXXX from all of my calls, proving this false. 
I have scoured XXXX website looking for any possible way to escalate it aside from calling their front-line customer service reps. There is nothing. 
Even now, these orders DO NOT show in my order history. When I asked about this on one of my 6 total calls ( + one chat ) with XXXX, they told me that it was because it was marked as fraud. How can they KNOW that it is fraud, admit that it is fraud to the point of not even including it in my order history, yet dispute that it is fraud with my credit card company? 
I would HAPPILY sign a release allowing a representative to read any call notes at XXXX and/or listen to any of my 10 or so recorded calls with them as I am 100 % confident that it will prove everything that I have disclosed in this letter. 
I beg you for help. Consumers are powerless against a corporation like this. Please do not allow them to simply steal from your constituents. 

PS- I am including a photo of ALL of my orders in XXXX from XXXX screens. Note that these orders DO NOT SHOW UP at all in my orders. XXXX says this is because they were fraudulent.