Consumer complaint received 2026-03-04 00:00:00
Product: Credit card — Store credit 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: TX

Complaint narrative:
On XX/XX/XXXX, I received a package delivery at my house from XXXX XXXX XXXX containing a small black t-shirt. I had not ordered it, so I immediately called the phone number on the back of my XXXX XXXX credit card. I did not write down the name of the person with whom I spoke, but I explained to her what happened. I also accessed my account online and saw that several purchases were made using my card at a XXXX XXXX XXXXXXXX store in California ( I reside in Texas ) that were purchased online. They consisted of 6 vegan leather coats of different sizes that were all picked up on XX/XX/XXXX. The person I spoke with assured me that she would put a fraud hold on my account and issue me a new card to be mailed out. I asked her what to do with the black t-shirt that I had received. She said, I dont know, so I donated it to XXXX. On XX/XX/XXXX I received 2 letters from Barclays stating that they had completed their investigation, which consisted of documentation provided by the merchant, which Im assuming is they confirmed that someone picked up the 6 vegan leather coats of different sizes purchased in a state different from the one in which I live ( that likely were sold on XXXX the next day ). Their investigation did not in any way consist of reaching out the actual person who owns the credit card used to make these purchases, which is myself, to confirm that I was in fact, not in the vicinity of XXXX XXXX, where this store is located, but in fact at my home in XXXX, Texas. In my own investigation, I contacted the XXXX XXXX XXXX XXXX XXXXXXXX XXXX on XX/XX/XXXX, and was told by an employee that all that is required to pick up an online order is the order #. No ID is required. So ANYONE could have picked up a fraudulently-ordered item, or, in this case, {$800.00} worth of items. On XX/XX/XXXX, I called Barclays back and spoke with " XXXX ''. I informed him that the " investigation '' was not satisfactory. He stated that the only thing I could do would be to " prove '' that I was not there on the date that the items were picked up at the store in California and fax them to a number he provided me. I found some texts on my phone discussing picking my son up from a local train station from that day and a picture from a party I attended that night, and faxed it with all of the above information to the number provided by " XXXX ''. Today, on XX/XX/XXXX, I again received, this time 3 letters from Barclays, 1 informing me that I am again responsible for the nearly {$800.00} of charges due to their " investigation '' ( an identical letter from the first one ), a second letter, seemingly threatening me that they'll send the disputed amount to the credit reporting agencies and a third letter stating " we tried to contact you several times by phone without success '', which is a lie. I never received a single call. I double checked my account, and the phone number on my account is accurate. And I listed my phone number on my faxed cover letter. Today, I called and spoke with " XXXX '', explained my predicament. He put me on hold for 10 minutes, came back and told me they'd do more " research into the disputed charges '', but that if I receive a bill, I must pay at least the minimum, at which time, I assured him that would not be happening, and that I'd be filing a report with you all and the Texas Attorney General, which I have also done.

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