Consumer complaint received 2025-06-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BARCLAYS BANK DELAWARE
State: ME

Complaint narrative:
I was charged {$530.00} from a vendor called " XXXX XXXX XXXX XXXX XXXX '' on XX/XX/year> during my trip to XXXX, XXXX on my Barclays card. I do not know this vendor and did not buy anything for anywhere near that amount of money during my time in XXXX. When I returned from my trip and looked at my credit card statement and saw this transactions, I called Barclays to dispute the charge. I called Barclays initially on XX/XX/year>. At that time, I was told that the credit card was closed and a fraudulent charge had been filed and a new card would be issued to me and that I would see a banner in the Barclays website when I logged in. I spent 29 minutes and 25 seconds on the phone this time. On XX/XX/year>, I logged into the Barclays site, did not see the banner, and called them again ; this time I was informed that the dispute had been filed incorrectly the first time and that the card was still open. They said that the disputes department had handled the case on XXXX but that it should have been the fraud department. Barclays correctly closed the card and issued me a new card on XX/XX/year>. I spent 27 minutes and 34 seconds on the phone this time. Barclays called me on XX/XX/year> saying that they did not have all of the information that they required. I called them back the same day and spent an additional 13 minutes and 43 seconds answering their questions that I had already answered the first and second times I had spoken with them. I believe it was during this phone call that a representative from Barclays told me that the vendor XXXX - XXXX XXXX was listed as a grocery store. I informed Barclays that I only visited one grocery store in XXXX and that I only purchased a XXXX and a pack of cookies but that I did not believe that the name of that grocery store was XXXX XXXX. I received a letter dated XX/XX/year> from Barclays saying that the fraud claim was open and that they wanted to speak to me but we had already spoken on XX/XX/year>. We had an additional phone call of 7 minutes and 12 seconds on XX/XX/year> in which they told me they had " re-opened '' the case and that I could disregard the letter from XX/XX/year>. Barclays called me again on XX/XX/year> saying that they didn't have enough information. I returned their call. They called again on XX/XX/year> saying that they didn't have enough information. I returned that call on XX/XX/year> where I was told that it wasn't actually a fraud case and that the chip on the card had been used which can not be faked and since the card was never lost or stolen, I must have made the transaction. They said that therefore it was a dispute case as had been initially opened on XXXX and that they were transferring it back to disputes although they had no record that it had ever been filed as a dispute on XXXX. I got to speak to a fraud manager ( XXXX ) during this call and was promised vehemently that this was all of the information that they needed. He then transferred me to XXXX in disputes who again promised this was all the information that they needed. Barclays called me on XX/XX/year> where we spoke for 30 minutes and 49 seconds where they said that they once again didn't have all of the information that was needed for the dispute claim and that they were doing this as a service to me and trying to help me. I asked to speak to a manager again. None was available. A manager did call me back on XX/XX/year> but I didn't get to the phone in time. In the meantime, I decided that clearly phone calls weren't working and I wrote a detailed letter to Barclays with all of the information that I had on XX/XX/year> where I requested that they provide me with more information about this vendor including the merchant address, time of the transaction, merchant category code, description of goods or services provided, and any available signature or verification method used. I also disputed their claim that since the chip was used, the transaction was impervious to fraud ; certainly it is possible for a legitimate vendor that I hand my card to to run the card a second time on a personal credit card reader or to enter an incorrect amount. I received a letter on XX/XX/year> saying that my case had been closed because I was unable to provide Barclays with proof of altered amount of paid by other means. I dont have proof to provide because I dont know who this vendor is. On XX/XX/year>, Barclays issued a letter in response to my letter. They did not provide me with any of the additional information I requested on the merchant. Instead they said this time that my claim was being denied because of Insufficient proof that the merchant has violated the invoice/contracts terms and conditions. We were not provided with sufficient proof that the merchant has agreed to refund the account. Over the course of three months, I spent two hours on the phone with Barclays being given the round-around about a transaction I did not authorize from a vendor I dont know. My latest case ID with Barclays was XXXX. There is a second transaction from this same trip that Im disputing with Barclays but the details are a little different so XXXX be filing a separate claim with the CFPB for that.

Company response to consumer: Closed with explanation