Consumer complaint received 2024-10-12 00:00:00
Product: Credit card — Store credit card
Issue: Problem with fraud alerts or security freezes — 
Company: BARCLAYS BANK DELAWARE
State: KY

Complaint narrative:
While attempting to buy a home, the lender reported that I had an XXXX XXXX card through Barclays. I have never opened a card for XXXX XXXX and it was reported to me by the bank lender that this card has a {$540.00} balance. I know nothing about this card. I dont know the account number, who opened it, the phone number attached, the address attached. Nothing. We have been making calls to Barclays since XX/XX/XXXX and have been sent in circles by everyone we have spoken to at this company. We were first told that they had put in an application to mark the account as fraud, and that we would receive correspondence from their investigations team. They requested a copy of my ID, social security, and a bill in my name be faxed to them. I gave them a week before I called back to check-in after not hearing anything. I was then informed that the images were blurry and I needed to fax over the documents again. I made sure to get this done as soon as possible. I called back the next afternoon to check in, and was told to give them XXXX business days, this was on a Tuesday. I then reached out on Thursday and was told to call back again the next day. I called on Friday and was told that all of the documents looked good and that I should receive a letter from investigations in XXXX business days. After the XXXX business days, which was XXXX, I called Barclays once again, and was told that there was never an investigation open and that they would open a new case, I was given the case number at this point. My partner called them again that same evening to try to get some information about the card to help us try to figure out who might have opened this card in my name. We didnt get very much help and were only told the open date of the account, the close date of the account, and my partner had to list off previous addresses to try to find out the address listed on the account. We then spoke to someone on the security team, her name was XXXX. She was XXXX of the most helpful people we had spoken to through this entire process. She told us that the account had been put in as fraud and an application was submitted for it to be investigated and that we needed to call investigations the next day and gave us the number. So, the next day, XX/XX/XXXX, we called the investigations team and spoke to the rudest human being ever. He was constantly interrupting us and not allowing us to explain our situation. He then told us that the account was not listed as fraud and that an investigation was not requested. He then sent us back to the security team where we talked to a woman named XXXX. She initially told us at the start of the call that the account had been put as fraud and that an investigation application was submitted. She then put us on hold for XXXX minutes, to take us off of hold and say that what she told was wrong and that the account did not have an investigation for fraud open. She wanted to send us back to the investigation team when we asked to speak to a higher up. When we told her that we did not want to speak to the investigation team again at that time, she told us the best she could do would be to give us the number to the account managers team and told us the hours that we can contact them. My partner then called the account managers team on XX/XX/XXXX and spoke to XXXX, a sr. account XXXX. He was very helpful. He told my partner that the reason we are having so many issues is because the account keeps bouncing back and forth due to it being in collections and that he was going to do some work on it and give us a call back. I then spoke to someone on the account XXXX team after receiving a call back, it was not XXXX, and was told they would send me to the security team. We have explained multiple times that this card is keeping us from being able to purchase our home and nobody has seemed to want to help us, or give us the help that we need.

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