Consumer complaint received 2025-09-01 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BARCLAYS BANK DELAWARE
State: NH

Complaint narrative:
In XX/XX/XXXX i received an unsolicited Jet Blue credit card in the mail. I had never applied for, requested, activated, used, or allowed anyone else to use this card. I immediately filed this card away with my other financial documents for which no one else has access. 

I never thought twice about this until i received a letter from Barclays Bank dated XX/XX/XXXX that said i was 3 months delinquent in payments on a Jet Blue credit card. I immediately called Barclays Bank to tell them that this was obviously identity theft and fraud, since i never requested, activated, used, or allowed anyone else use of this card. They closed the account and said they would initiate a fraud investigation. 

I then received a letter from Barclays Bank, dated XX/XX/XXXX that said that after a detail review, they have concluded that i am not responsible for the transaction ( XXXX ) that i had identified as fraudulent. As a result, all previously issued provisional credits are now final. They updated their records to reflect that their investigation into my fraud claim has been completed and allow up to 30 days for consumer credit reporting services to remove any fraud-related information from my credit report. 

In XX/XX/XXXX there was still no changes made on my credit reports with the 3 credit reporting agencies, so on XX/XX/XXXX I requested XXXX  place a block on my credit report, due to fraud. I sent them a Federal Trade Commission ( FTC ) fraud report. 

I then received a letter from Barclays Bank dated XX/XX/XXXX that said after a detail review their fraud team concluded that the account is not fraudulent. I immediately called Barclays Bank to question why their XX/XX/XXXX letter completely reversed their XX/XX/XXXX letter final conclusions. The Barclays Bank representative that i spoke to said this did not make any sense and that he would open a new claim ( # XXXX ). 

I then got a letter from Barclays Bank dated XX/XX/XXXX that said after thorough investigation they are unable to approve my fraud claim, and concluded that the charges were made by me or by someone who had authority to use my account. As a result i am responsible for paying the previously disputed balance along with associated finance charges and fees. As previously stated, I never applied for, requested, activated, used or allowed anyone to use this account. The physical card was filed away securely and no one had access. Barclays Bank was negligent for allowing this fraud to occur. 

I am a XXXX XXXX that has ( until now ) had a perfect credit rating/score. I have never been delinquent in paying any of my debts. I also ( until now ) have never had to deal with a difficult financial institution such as Barclays Bank. This issue has been extremely frustrating and stressful to me and has resulted in my now poor credit rating. This issue has been going on now for nearly a year. I thought Barclays Bank final conclusions from XX/XX/XXXX would be final. Instead the credit rating agencies say that this issue will remain on my credit report until XX/XX/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 explanation