Consumer complaint received 2025-03-03 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: OH

Complaint narrative:
XXXX XXXX XXXX  received email that transaction XXXX XXXX XXXX for amount of XXXX was approved. Received 2nd email at XXXX that transaction was XXXX XXXX for amount pf XXXX wad declined at Received 3rd email at XXXX for fraud alert, asking me to verify activity ASAP. At XXXX on XXXX when I saw the notifications I called Barclays Credit Card fraud line, took several minutes to get to speak to actual representative. I reported the transactions as fraud. While on the phone received 2 more alerts that purchases were attempted at an XXXX store. The rep. asked if I had the card in my possession. I was in the car and went through my purse. I did not have the card with me. I told the rep I had used it the day before, XXXX, therefore it must be at home. The rep asked me to call home and ask if it was there. I explained there was no one at home to ask, my husband was in the car with me. I again stated these were fraudulent charges, I did not have the card with me. They closed my account immediately and said I would be issued a new card and they would remove charges from the account and open an investigation. When I arrived home late that evening I searched for the card and was unable to locate the card and assumed that I'd lost it at XXXX on XXXX after buying groceries. On XXXX I received confirmation the account was closed due to suspicious activity. On XXXX I received notification that the investigation was closed and I was found not to be responsible for the fraudulent charges. The merchant had 30 days to respond. On XXXX I received an alert that a transaction for XXXX XXXX in the amount of XXXX was approved. I called Barclays Bank to report fraud and was informed it was a charge from XXXX added back on to my account. I reported on XX/XX/year> I received notification I was not responsible for fraudulent charges. Placed on hold then came back on to say that the security chip was used and could not be duplicated and that I said the card was at my home, therefore I was responsible for the charge. I continued to deny the purchase, stating that i told them the card was not in my possession when I received the alert and reported the fraud immediately. I was told they would reopen the dispute but it would remain on the card and I was responsible for the charge. I insisted upon speaking to someone in authority and was told they didn't do that. I stated I wanted an investigator to call me and was told they don't do that. XXXX document posted to my account regarding dispute and pending investigation. XXXX received a voicemail from Barclays regarding my case and a notification they tried to call me. I returned call. Stated all above information and was told the same. The chip could not be duplicated therefore I was responsible, I could dispute but it was up to me to prove it was fraudulent. They gave me a fax number and mailing address to send what I could do to prove it was fraud. They provided me with the Store and location where the purchase was made. They offered no other assistance. XXXX I notified XXXX XXXX XXXX XXXX OH. of situation. They gave recommendation to file police report with XXXX Police Dept. Also informed me that Security chips were duplicated every, the fraud was reported immediately, the card company stopped subsequent transactions and notified me of suspected fraud, they also advised I report the card company for their practice. XXXX police report filed. XXXX Reported fraudulent activity to XXXX XXXX, await email from XXXX XXXX XXXX department to send all documentation and police report. XXXX Received copy of Police Report. Downloaded all documents from Barclay Bank. Discovered document added after XXXX, but dated XXXX holding me responsible for charges. The document was added sometime after XX/XX/year> which is concerning as I have no way of knowing when it was actually created. I believe it was created after I returned the call on XX/XX/year> as it was not there prior. XXXX All documentation emailed to XXXX XXXX. XXXX Received document from Barclays Bank stating the investigation was closed and I was found not responsible for fraudulent charges. The XXXX remains on my account. I need assistance in this matter. I have never felt victimized until now and dealing with the credit card company. I've never encountered an issue such as this with this company. I can provide copies of police report and documents

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