Consumer complaint received 2025-05-27 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: OR

Complaint narrative:
On XX/XX/year>XXXX  at XXXX I received a notification of an invoice from XXXX XXXX tickets that were purchased. It was 2 tickets for XXXX XXXX at Barclays Center in XXXX, NY for {$550.00}. I knew immediately this was very wrong. I did not make any recent purchases on XXXX and I live in XXXX, OR and have never been to New York. I am the only person with access to my account and my password is secure. I was not notified of any breach of data or suspicious activity within XXXX. I called XXXX immediately after receiving the email notification to alert them that the charge was fraudulent. After speaking to the representative, they let me know all they could do for now was open an investigation on their end. After getting off the phone, I changed my password to my XXXX account and went on to my Barclay account, which is the credit card that was charged, and marked the transaction as fraudulent. The transaction was removed while they investigated the charge. On XX/XX/year> I was checking my account ( I check my accounts almost daily ) and noticed the charge was added back to my account. At this time, I didnt have any documents in my profile nor had I received any letters in the mail on an update with the investigation. I called Barclay to find out why the charge was added back. After some back and forth with the representative, I was told that because the email attached to the transaction matched the email they had on file, it was deemed as not fraudulent. It took them over 30 days to decide that it wasnt fraudulent based off the email. I asked if they even contacted the merchant ( XXXX ) directly as I had an open investigation with them as well and I was informed that they had not contacted the merchant and based their decision solely off the email. I requested it be reviewed again and that they contact the merchant directly. I would also like to note that I mentioned to them that I had not received any formal documentation as of that phone call detailing the result of their investigation. After getting off the phone, I received a notification that a document was ready to review in my account. It was the official document of their decision and it was back dated one day making it seem like they sent it to me the day before. I have screenshots to prove this. The document is dated XX/XX/year> and I called on XX/XX/year> and did not have the document in my account prior to the phone call. The {$550.00} charge was also not removed from my account for this second investigation that was opened. Then, I called XXXX to get an update on their end. The representative notified me they had determined the transaction was in fact fraudulent and recommended I request Barclay to contact them directly. I requested, in writing via document or email, of the decision that XXXX had based on their investigation. After receiving that, I faxed the email via fax number provided by Barclay on the previous phone call. I received a notification that it was sent successfully. I called Barclay back right after to make sure they received the document and the representative let me know they had received it and would forward it to the investigator. This past weekend ( a little over a week since reopening the claim ) I had received a notification that the claim was once again denied by Barclay only this time it didnt include a reason but it made sure to mention that if I did not follow my payments on my account, disciplinary action would be taken and my credit would be affected. I called them today to follow up and upon some back and forth with the representative, they confirmed that the investigator, once again, did not contact the merchant nor did they review the document and that they would be opening a THIRD investigation. This is unacceptable.

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