Consumer complaint received 2024-04-15
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Privacy issues
Company: BARCLAYS BANK DELAWARE (WA)

XX/XX/2024 To : Consumer Financial Protection Bureau From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Cell phone : XXXX Email : XXXX THIS COMPLAINT is related to the Barclays credit card services https : //cards.barclaycardus.com/. 
IN BRIEF 1. During XXXX days at the end of XX/XX/2024 my Barclays credit card account was probed by hackers with XXXX dollars charged ( temporary {$0.00} charges appeared in the activity ). 
2. On XX/XX/XXXX hackers charged my account in amount of {$490.00}. I immediately informed Barclays about it and closed the card while the charge was still pending. Barclays did nothing to stop the charge. 
3. My account on the website was hacked. Somehow hackers got unauthorized access. My email and phone number were changed. Barclays services never informed me about these changes.

4. A couple of days later after receiving a replacement card I decided to completely close this account since my personal information was exposed just to realize that XXXX bonus miles were spent by hackers. They purchased goods from Barclays website and sent them to their residence in TN. Since Barclays shipped the goods XXXX tracking was obviously available, but Barclays did nothing to stop delivery of stolen goods. 
5. Barclays admitted that miles were stolen and reimbursed them to me. I cashed the miles, closed the account, and destroyed credit cards. 
6. A few days ago, in XX/XX/2024 Barclays services sent a bill to me from XXXX when an actual hack happened saying that as a result of their investigation it was determined that it was my purchasing activity and hence it is my responsibility to cover stolen {$490.00}. Per Barclays they contacted the website the goods were purchased from ( XXXX ). They acknowledged that goods were shipped to my address. I obviously never knew about this site and never purchased anything from them. If Barclays performed a proper investigation and contacted the shipper, they would realize that nothing was ever delivered to my address.

THE PROBLEM STATEMENT This complaint is NOT about lost {$490.00}. This complaint is about predatory business practices of the financial institution which hurts American consumer. If my account was hacked on Barclays website, I am sure it is a possibility that other accounts can be or were hacked. If I was hit with the unjustified charge by Barclays card services other consumers can be hit with the similar charges since Barclays does not conduct proper investigations.

In this situation a consumer is powerless. We can not get any information from the online retailer since nobody is communicating with us and we are threatened by the financial institution like Barclays that in case of no payment interest will start accruing on the illegitimate charge which eventually will hurt the consumers credit score. Such practices by Barclays should be stopped!

ISSUES WITH THE BARCLAYS OPERATIONS 1. Barclays are not sending information to the consumers after changes related to personal information are made on their website. This is a clear security issue!

2. Barclays do not have multifactor authentication. Consumers should have the option of selecting an appropriate level of authentication if they choose to, for example, require an OTP - a one time password or code to be sent to the consumers phone. This is a security issue!

3. If personal information is stolen from the Barclays website it is a possibility of much bigger problems for the consumer like stolen identity which can result in substantial financial losses.

4. Barclays can not properly conduct investigations.

5. Barclays are properly responding to the phone calls, but it takes XXXX redirects until somebody with authority can listen and can resolve the issue. 
6. In my case Barclays did not make any attempt to stop the delivery of stolen goods although all necessary information was at their fingertips including the address of the hacker and the XXXX tracking number. 
I can provide a list of purchased by a hacker goods on my bonus miles and an address these goods were shipped to with the XXXX tracking number. 

Sincerely, XXXX XXXX XX/XX/2024 XXXX