Consumer complaint received 2025-02-27 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BARCLAYS BANK DELAWARE
State: TX

Complaint narrative:
On XX/XX/XXXX I received a letter from Barclays 's lowering my credit line due to Recent Delinquency to them. That's went I found about suspicious charges on my credit card, 3 months after the transaction. 

On XX/XX/XXXX called Barclays at XXXX phone # provided on the letter. 
Spoke to XXXX ID # XXXX, she provided the purchase amount {$32.00} made on XX/XX/XXXX, and also went thru all the charges created due to the account delinquency. XXXX XXXX XXXX late fee, XXXX for XXXX and XXXX. 
I explained XXXX I didn't made that transaction so I need to file a Dispute. according to XXXX, I need to request an investigation, so we did. I will receive a letter on the mail with the results of the investigation. I also requested to CANCEL my credit card. 

By XX/XX/XXXX I received a letter confirming the closed my account due to suspicious activity and is in pending investigation, but they NEVER CANCEL my credit Card I will provide more information about this further down on the appropriate date notes. 

On XX/XX/XXXX I called Barclays, spoke to XXXX, she transferred to XXXX, I explained the reason of the call, she provided the XXXX XXXX ( XXXX ) store location, where the transaction was made, advise to contact the store for more information, provided phone # XXXX. 


Called XXXX  XXXX spoke to XXXX at XXXX, stated the Store can not help with credit card issues, she transferred to XXXX XXXX at the credit services department, no phone # provided in case of a call drop. this agent wasn't sure how to help, transferred to XXXX at XXXX XXXX at XXXX, unable to help either, stating I need to contact the XXXX Department. 

On XX/XX/XXXX at XXXX XXXX  I called Barclays again. 
Spoke to XXXX at XXXX, she transferred me to XXXX at XXXX at the Fraud Department, she opened a fraud case but do not provided a Case #, advised someone will be contacting me between 7 to 10 business dates. she put me on hold and called the account department to assure the case was created. 

On XXXX XXXX I called Barclays again at XXXX XXXX  Spoke to XXXX at the Fraud Department and open an properly Fraud and Investigation Case # XXXX, advised they will take 30 days to process the request. 


On XX/XX/XXXX I called XXXX at XXXX Spoke to XXXX at XXXX XXXX  filed a Dispute charges against Barclays Case # XXXX. 

On XX/XX/XXXX called Barclays again spoke to XXXX XXXX XXXX, unable to help me, not his department. I got transferred again as usual to XXXX at the Investigation Department, not his department either, transferred to XXXX she advised my case for XXXX was not valid due to my information is accurate, requested to speak to XXXX. 

Transferred to XXXX he confirmed the information, I request a review and he opened another XXXX XXXX # XXXX, on XXXX XXXX at XXXX XXXX. 

I tried many times to explained I DID NOT make those charges and I really believe the reason why they can not accept the Fraud Case is Ridiculous, of course is accurate, that's why they were able to make the transaction on my account. 
It is ridiculous and frustrated that technology is leading people to make fraud after fraud and the customers are not allow to find help, at least I feel that way with XXXX. 

Completely irrational, extremely not understandable, not willing to protect the customers again situations like this, is not help at all when you contact this company. Is not fair to accused people for something they didn't do, and also ruin your Credit History with not valid reason. I been asking for a Manager or Supervisor, they are NEVER available. 

On XXXX XXXX at XXXX XXXX  called Barclays again Spoke to XXXX ID # XXXX stated case still under investigation, he advised to cancel the Credit card to avoid further charges. I told him my card was cancelled on XX/XX/XXXX. At this point I found out, that Barclays NEVER closed my credit card on XX/XX/XXXX. I even have a letter from them stating Credit Card closed, due to suspicious activity. 
XXXX transferred me to XXXX, she sating been his Manager, I complained about my credit card not been CANCELLED as I requested back on XX/XX/XXXX. 

XXXX more time I got transferred to XXXX at XXXX XXXX Credit Card Department at XXXX XXXX, then she cancel the credit card. 

Honestly I never believe an financial institution can be so irresponsible to handle important customers issues, and concerns regarding FRAUD. 

I called Barclays again on XX/XX/XXXX at XXXX XXXX spoke to XXXX at XXXX, she confirmed the second Fraud Case was also IGNORE, reason once again, not valid due to, my information is accurate to them, I requested a Supervisor or a manager, they are NOT available to the Customers. 

Is really Sad that companies like Barclays can make business in the US, without consequences for treating their customers unfairness.

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