Consumer complaint received 2024-12-04 00:00:00
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
State: WA

Complaint narrative:
I was first notified vie email from Barclays Bank that they were changing my email address per my request in XX/XX/XXXX. I called the number in the email they provided and told them I did not make that change. I asked how someone could not only make those changes, but could actually open an online account with Barclays in my name, which I did not have prior to this. The customer service person told me that the thief had my SSN, so he could establish the account and make the changes. He had my Full name, date of birth, address, email address and SSN. This was the first of at least a dozen emails and calls from Barclays security I received regarding this person trying to change all my contact information ; email, snail mail address, phone number, etc. Each time they either contacted me via email or voice mail, and I immediately contacted them and told them this was all done by an identity thief. Each and every time, I told them that The contact information I was providing them was the ONLY name, address, email address, phone number, etc. that was to be allowed on my account. They cancelled my card at least three times, and reissued new cards. Each time I would correct the information, they would send an email to the ID thief and let him know that the information he provided was being changed, so he would then call them and tell them that HE was the ID theft victim, and change it back. This went one for 6 weeks. I talked to three different XXXX XXXX agents at Barclays. They all said they would clear it up. I even sent an entire packet of information with the police report, copies of all my ID, bill with my address, bank statement with my name and address, EVERYTHING to one of the XXXX  agents named XXXX. TheY all kept saying that they could clearly see what. Had happened and could clear it up. When I got emails regarding contact information change twice in one day after correcting it the first time, I called and demanded that they closed my account permanently. I was told that I could not do that on that day because I had already had one activity that day and would have to call back the next day to close my account. SERIOUSLY???? I called the next day and permanently closed my accountor so I thought. They apparently sent the thief an email notifying him that the account was closed and he immediately called them and reopened it. They added him as an authorized user and sent him a new credit card in his name and different number than my card. THIS HAPPENED TWICE! Before I could finally convince the third XXXX XXXX  person that I was the victim and demanded again to permanently close my account, he had used the card in XXXX, Alabama. He had the card sent to an address in XXXX. Barclays investigated the charges XXXX different times and says I am responsible for the charges because the card was present. The card with my name and account number was not used, but the card with XXXX name of XXXX XXXX ( name added to my account. I do not know this person ) and the new account number that Barclays sent to him at an address he provided in XXXX, Alabama. so yes, a card was present, but it was the card that Barclays provided to the ID thief. I have lived in Washington State all my life. I dont move around a lot, in fact lived at the same address for 32 years, only recently retiring and moving in XXXX. I have all the emails and screen shots of the voicemails left by Barclays Security, as well as the police report and the multiple letters I sent to Barclays investigators as well as XXXX, XXXX and XXXX. None of the credit bureaus would remove the multiple addresses this person was doing, as they said they came form Barclays and Barclays verified that they were correct. The thief was also able to get into my XXXX account and put a fraud alert on. My account with his phone number as the one to call if anyone tried to open a new account. I was able to change that and lock my accounts early in XXXX when I discovered all this was appearing on my credit reports. It took me forever to get the information corrected ( incorrect addresses and phone numbers ). Barclays and XXXX were both victimizing me as well. Bottom line, Barclays is holding me accountable for almost {$600.00} in charges, fees and interest, as I am refusing to pay. Their collection department has been blowing up my phone, and I get emails from them offering help to pay off my account. I have been getting regular monthly statements from them as well. I cant access the via my online account to notify them that I will not be paying these charges ( I have already had this conversation with the XXXX XXXX XXXX agents many times ) because I did not set up that online account so I dont know the password. My next step is to file a civil lawsuit for compensatory damages. The hours I have spent trying to clear this up with not only Barclays, but the credit bureaus as well has been off the charts. I have cried myself to sleep many, many nights with worry that everything I have worked so hard for in able to retire would be stolen from me. I have spent so much time writing and sending letters to Barclays and XXXX, filling out police reports, etc., that it took me weeks to even be able to sit down to do this without crying and stirring up my anger once again. I have a close friend who is a Fraud Detective with XXXX ( not my jurisdiction ) and she has reviewed all my documentation and has been advising me as to my next steps. I have so much documentation that it took me XXXX or XXXX separate emails to get it all to her as the file was so huge. I would be happy to provide all of that to you via snail mail if you would like, or we can go over it on the phone. All of this is Barclays fault, and I am tired of talking to them about it. They just dont care. They want to only continue to victimize me. Please help me clear my name and get Barclays to admit this wouldnt have happened had they red flagged my account from the start and not allowed the thief to reopen my account as well as not added him to my account as an authorized user without my permission.

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