Consumer complaint received 2025-09-21 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: NJ

Complaint narrative:
b'Barclay Cc\nXXXX\nM-F\nXXXX XXXX XXXX XXXX XXXX eastern \nVia Mail: Barclays Bank Fraud Investigations Dept- Reassertion Request XXXX XXXX XXXX XXXX, DE XXXX\nOr Fax : XXXX- Attn: Fraud Investigations Dept.  - put first, last, address, phone # and act ID which is XXXX\n\XXXX  disputes dept\nXXXX - Security Dept - Last 4 of Act XXXXnXXXX \n\nXXXX XXXX contact:\nXXXX XXXX - order coordinator - email - XXXX\nOrder #s XXXX XXXX XXXX\n\nXXXX Tracking # XXXX\nWas a digital signature \nXXXX \n@ XXXX Date \nXXXX Case # XXXX XXXX XXXX\nPhone # XXXX\n\nXXXX- spoke with Dispute dept for 3rd time- stated that the dispute was not still resolved.  Said they would reopen the case and suggested I fax over time stamp video footage of the front stoop as peXXXX XXXX  stating they had package signed for.  I faxed the time stamp video footage on XXXX XXXX XXXX along with a note referencing the Act ID and what was being attached as per instructed by dispute dept.  \n\nThen on XXXX XXXX XXXX - I called the dispute dept for fourth time bc I record a text msg stating my act was past due.  Never did I get any email or mail or phone call since my fax to them on XXXX so Im furious and advised the dispute dept that if my credit was now being affected bc of this that I would have my lawyer now get involved.  They transferred me over to a XXXX  - whose Operator ID# is XXXX. She was not allowed to give her last name.  I explained the situation again to her and was put on hold for another XXXX XXXX  while she reviewed the case and notes they had and look to see who reviewed the fax that I had sent on XXXX.  \nXXXX - she says after reviewing the notes that the researcher still declined.  She said she a supervisor will call me within XXXX hrs.  \n\nXXXX XXXX XXXX XXXX- XXXX  - from fraud dept again - advised I never got a call from a supervisor.  XXXX said rest assured that he would handle the fraudulent charges.  He proceeded to not only tell me he was the handling the one charge (not the case as there are 2) I had corrected him to include both charges but he also could not give me an answer as to why the supervisor has not called me and could not understand why I wanted to speak with a supervisor.  This gentlemen put me on hold several times and was clear he did not know what he was doing.  I asked again to speak with a supervisor but none was given access to.   XXXX just transferred me to XXXX - whose Operator ID is XXXX.  XXXX  said he was not a supervisor.  I asked him to transfer me to a supervisor just like I had asked and been out on hold with XXXX  for several minutes.  XXXX  said he would transfer me to a supervisor and put me on hold.  It is now XXXX and I have yet to speak with a supervisor and nothing has been accomplished this entire phone call thus far.  XXXX  gets back on the line and first says, there isnt a supervisor available at the moment but that he will place me in a que and the next supervisor available will pick up.  XXXX XXXX later XXXX gets back on line and says no supervisors are available and that they will call me back within XXXX  hrs and that yesterday was a bank holiday and is why I havent gotten a call back still.  He said I should hear from a supervisor in the next XXXX  hrs.  Meanwhile I then asked why Im getting collection calls from Barclays when this matter is fraud and under investigation.  XXXX  could not answer the question - just said that those calls will continue as they are not in there same scope of work.  I said that doesnt make sense as its the same company - why cant you have account marked to show these charges are not valid and to have collection calls stop?  No answer that made any sense was still given.  We terminated the call at XXXX.  \n\nXXXX  - I had a XXXX  from a XXXX  from Barclays and she stated she was a sr act mgr and that she had an update on my fraud claim and to call back the XXXX - did not leave an extension or last name.  When I called back, I had to explain why I was calling several times and finally the agent who answered my call was finally able to get a supervisor on the line.  XXXX  whom is a supervisor joined the call and asked me to be out back on hold while she reviewed the notes on my account.  XXXX  then put me on line with a XXXX  this time who identified herself as a sr manager in the investigations department. XXXX  then asked to be put on hold while she then also reviewed the notes on the account.  We are currently XXXX  minutes into this call at moment! After being on hold for XXXX  minutes, the call was dropped by Barclays and never did speak with XXXX  after being on hold after she had time to review the account.  \n\nXXXX  - XXXX  the sr act mgr never called me back yesterday after dropping our call after being on hold for several minutes.  I called back the disputes dept today at XXXX.  The rep transferred me to a XXXX  in fraud department.  She says the recent update was that the merchant sent them back proof again that the charges were in fact legit and mine.  They claim I died this same credit card for purchases to same address back in XXXX  however I advised XXXX  that I never even had this card in XXXX  so thats not accurate either.  I advised her I never used this card and that again it was stolen out of my car after bringing the car into the dealership.  XXXX  spent time researching all the notes and the recent communications from the merchant again.  She notated the account about the fact that I did not have this card open in XXXX.  I also asked her to check the notes to see the camera footage time stamped photo I sent them the same time the XXXX is stating a package was delivered and signed for.  XXXX  stated on XXXX XXXX and XXXX XXXX they had new evidence sent in the XXXX  digital signature was sufficient enough even though it was a swiggly line.  She updated all notes to reflect the photo footage and my explanation and stated that she felt Ive gone way above and beyond the majority of card members when disputing a fraudulent claim like this and feels they should definitely overturn this.  Said the merchant proof given shouldnt even be considered as its not adding up either.  Told me to check my acct online under documents for updates to the investigation.  Also, last night I told her I ended up making a XXXX payment as I was getting bombarded with collection calls from them as my payment was past due..  when this gets overturned, she said they will refund that payment.  Call ended at XXXX eastern.  \n\nXXXX  - called fraud dept again as I received notice that claim was denied again.  They stated to send in video footage with time stamp for when XXXX  states the package was signed and handed off at home.  I stated I sent that in via fax on XXXX and also asked the last agent I spoke with on XXXX  to please be sure they have that attachment.  The agent today said that the investigations dept is still requesting that time stamp photo and they can not locate the one I have faxed on XXXX.  Advised I will fax again today and confirmed with agent the fax # with the agent today named XXXX.  \n\nXXXX - XXXX - sent another fax with letter and camera time stamp photo to Barclays - \n\nXXXX  - XXXX  from Fraud investigations reviewed act to see that they received my fax from XXXX XXXX XXXX  His Operator ID is XXXX.  John confirmed they received my fax with the video footage.  I asked the status and he said the case was still open.  He said no other info to report at this time.  Said he would notate account and that the case needs to be decided within 30 days of the new case opened which was on XXXX XXXX.  Case # is XXXX.  XXXX. \n\nXXXX - received notice that the most recent dispute was rejected.  \n\XXXX  - mailed certified letter to formally request dispute balance be updated to zero and sent all supporting docs from my last two faxes with proof of signature info and the photo time stamped.  Advised in letter next step is to file with CFPB.\n\XXXXnCalled dispute dept and they looked up my letters and advised me to call the fraud dept for update. \n\nXXXX\n\nXXXX XXXX XXXX\nCalled fraud customer security - XXXX  was the representative I spoke with.  After explaining my reasons for calling today to two people including XXXX, she advised she needed to still transfer me over to another rep as she only handles cases for new fraud and last rep did not understand my reason for calling.  Before she transferred me, I asked if there was a new case # and she said no there was not.. she then transferred me over to the fraud investigation dept which I thought I was already talking to but again, XXXX  only handles new fraud cases.  The new rep I was transferred to now is named XXXX.  I asked to confirm they received my certified letter and documents that supported the fraud case/claim.  They received my documents on XXXX XXXX.  Said the docs are still being reviewed and that a new case needed to still be created.  XXXX  stated he was now creating a new case # which is #XXXX.  Will be reviewed within 30 days and will let me know via mail and or phone call.  A min payment is still required to avoid neg credit reporting however he confirmed if the decision is made that the charges are fraud that any payments made will be returned to me.\n\nXXXX  \n\nToday I got a text from Barclays stating to call if I need help with making my payment.  So apparently the dispute case was not resolved once again in my favor.  I contacted the dispute department to again try and speak with a supervisor who could likely not still help me resolve this ongoing matter.  As suspected, the woman I spoke with was not able to pull up the case # given to me by Barclays back on XXXX.  She told me to call back The dispute department # is \nXXXX.\n\nXXXX\n\nCalled dispute line and gave them last case # #XXXX - they put on hold to review notes -  I confirmed with the representative that they received my camera video footage and, falsified XXXX  signature that I mailed them certified mail back on XXXX.  XXXX  from fraud disputes advised that he could not see anything on the case#, I need to know speak with someone from fraud investigations - this was the number to call - said I will need the 16 digit act# - 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