Consumer complaint received 2025-01-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: BARCLAYS BANK DELAWARE
State: OR

Complaint narrative:
On XX/XX/XXXX, I notified Barclays of multiple fraudulent charges on my credit card. Many of those charges were removed from my account that same day. However, there remained XXXX fraudulent charge that was not removed. I called back the following day ( XX/XX/XXXX ) to reiterate that this purchase was not made by me. I was then told that this charge needed to be investigated for some reason and would take 30 days to complete. I waited those 30 days and even called Barclays for updates on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. I received no new information during those calls and was told the investigations was ongoing. All of these calls took place with their customer service department. 

Because I hadn't made a payment on this fraudulent charge I started to accrue multiple late fees and interest charges on my account. In those previous calls I mentioned this to their team and they stated those charges will be removed once the investigation is done. I was also told I could pay the balance, even though it was fraud, to avoid said charges. I even started receiving calls from their collections department and had to explain to them multiple times that these fraudulent charges were under investigation. 

Over 30 days had passed and I received no information from Barclays about an investigation into my account. I contacted them again on XX/XX/XXXX. I spoke with XXXX in the fraud investigations department and he informed me that this last charge was never investigated. He then explained that I would have to wait another 30 days for this investigation to start and finish. He did remove multiple late fees and interest charges from my account. 

Another 20 days passed and I hadn't receive any updates regarding the investigation and accrued more late fees and interest charges. I did receive a letter from Barclays dated XX/XX/XXXX that stated they had lowered my credit line and reported delinquencies to XXXX XXXX who then significantly lowered my credit score. 

I called Barclays on XX/XX/XXXX to reiterate that said charges were not made by me and asked for updates on this investigation. I was told my accounts were closed due to fraudulent activity, a new investigation will be setup and that it shouldn't take long. 

On XX/XX/XXXX, I spoke with XXXX in the fraud investigations department asking for an update. The fraudulent charge, late fees and interest charges were still on my account. I explained my situation once again and XXXX said he would remove the late fees and interest, investigate the fraudulent charge and I should expect a letter to be sent to the credit reporting agency to restore my score. He also stated a copy would be sent to me as well. i received no such letter. 

On XX/XX/XXXX, I spoke with XXXX in fraud investigations. The previous late fees and interest charges were not removed from my account and new fees/charges were added. XXXX said it would take XXXX hours to remove these charges and my next statement should reflect a {$0.00} balance. XXXX said he would note that my " investigation '' was past 90 days and it should help move things along. 

XX/XX/XXXX, I have received XXXX communication from Barclays regarding this investigation. I call them and speak with XXXX in the fraud department and she states the case was completed on XX/XX/XXXX and that indeed it was a fraudulent charge. Supposedly a letter was sent with this decision, I never received it, and a copy was sent to the credit agency, it was not. At this point my account finally shows a {$0.00} balance with no late fees or interest charges. I have also asked that my credit line with Barclays be restored to it's previous amount and am told to send a letter to their credit bureau department to dispute this. 

I continue to have multiple calls with Barclays ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) to obtain updates regarding my credit line with them and sharing results of the fraud investigation with XXXX XXXX. I am told that it takes XXXX days for information to be shared with credit agencies and I do not need to contact XXXX XXXX XXXX So, I contact XXXX XXXX on XX/XX/XXXX. They have received XXXX updates or communication from Barclays during this process except a late payment report on XX/XX/XXXX. 

XX/XX/XXXX, I sent a letter to Barclays credit bureau to dispute my credit line once more. I have XXXX updates regarding that letter and don't know if it has even been received. 

XX/XX/XXXX, I file an online dispute with XXXX XXXX and file a complaint with Barclays. Barclays is still unable to tell me if my letter has been received, reviewed or anything. 

There has been no sense of urgency from any department at Barclays to resolve this issue in any sort of timely matter. They have shown XXXX interest in helping me restore my credit line with them and restoring my credit score with XXXX XXXX. It has taken XXXX phone calls from me and XXXX months to get any sort of resolution on both matters. 

Barclays rightly determined that I was not responsible for the reported fraudulent activity but penalized me with late fees, interest charges, lowering my credit line to {$250.00} and reporting delinquencies to XXXX XXXX which drastically lowered my credit score from XXXX in XX/XX/XXXX to XXXX in XX/XX/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