Consumer complaint received 2024-07-11 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: NY

Complaint narrative:
XX/XX/XXXX This customer complaint is being sent to the following organizations : Barclays Barclays Executive Services/Office of the President Barclays Customer Security Fraud Barclays Customer Care Correspondence JetBlue Corporation Regulators Consumer Financial Protection Bureau XXXX CFPB ) ( email ) XXXX XXXX XXXX ( email ) XXXX XXXX XXXX  ( Report # XXXX ) Credit Card Holder/Consumer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Credit Card Number : XXXX XXXX XXXX XXXX ( now closed ) Subject : Dispute of Unauthorized Credit Card Charges Dear Sir/Madam, I am writing to formally dispute a series of unauthorized charges on my credit card account with Barclays Jet Blue Mastercard . In addition, I am including bank regulators to inform them of the inadequate service, unclear disposition and the XXXX  hours required to address this unresolved financial situation totaling XXXX 



Background On XX/XX/XXXX, two transactions in the amount of XXXX were charged to my Barclays Jet Blue Mastercard ( XXXX XXXX XXXX XXXX ). While I was never given the details of the charge, I do know the merchant was JetBlue I was unaware of these fraudulent charges until I received a phone call from Barclays on XX/XX/XXXX informing me of suspicious activity on my card. 

After speaking with a representative, I advised them the charges are indeed fraudulent and to please close the account and reissue me a new card. I informed the bank representative to please investigate and remove the fraudulent charges from my account. 

On XX/XX/XXXX, I received a confusing letter from Barclays informing me that the investigation was complete with the following disposition : Barclays has determined that activity is valid based on your previous purchase history with the Merchant I immediately called the bank and spoke to XXXX  representatives who informed me they investigated the matter using a Database that resulted in myself ( XXXX XXXX ) being related to a XXXX XXXX. I do not know anyone named XXXX XXXX. 

The representatives pushed back to try and convince me that the charges are valid and that I am financially responsible. 



Concerns : Barclays Policies & Procedures on providing a disposition made no sense to a regular consumer. Using bank jargon further fuels financial vulnerability. 

Barclays never provided details of the service or product the fraudster bought using my credit card. 

I placed XXXX phone calls and spoke with countless representatives who repeatedly informed and tried to convince me that I was related to XXXX XXXX based on their investigation which is untrue. 

Assuming the investigation consisted of flight details, why hasnt this been included in the overall investigation and provided to me. 

XXXX XXXX  representatives called me on a fuzzy crackling line, further adding to frustration. 





Summary I did not authorize these transactions and have no knowledge of how they were initiated. I have taken immediate steps to ensure the security of my account, including notifying your customer service department to issue me a new card number. 



Please remove these charges from my account and investigate this matter promptly. I would appreciate it if you could confirm in writing that these charges have been removed and provide me with any further instructions or information regarding your investigation that make sense to the average consumer. 



Enclosed, you will find a copy of my account statement highlighting the disputed charges, as well as any additional documentation required to support my claim. 



Thank you for your prompt attention to this urgent matter. I look forward to your swift resolution of this issue. 



Sincerely, XXXX XXXX XXXX XXXX Barclays XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Barclays XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Barclays XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX JetBlue XXXX Barclays Bank Delaware XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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 monetary relief