Consumer complaint received 2025-12-15 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: NC

Complaint narrative:
I had a XXXX + membership that my credit card had to be stored on for purchases. On XXXX, 2025 I received push notification from XXXX XXXX me for my recent pick up of my XXXX XXXX. I made nor picked up any such order since I was on vacation. I tried going into my account to investigate but could not get into the account. The next day ( XXXX, 2025 ) I called XXXX XXXX they could not determine at the time why I could not get into the account so they escalated the problem. I was told an online pick up order was made and picked up in XXXX, CA. I assured them I did not make nor authorize such order/pickup by myself or anyone else. I live in North Carolina and at that moment was on vacation in XXXX, PA. I had no family/friends in CA nor XXXX I know anyone in Ca. My XXXX + account was closed due to to fraudulent charge and I was to receive a credit posted to my credit card ( {$74.00} ) for the remaining year, that the credit card company should transfer to my new account opened after closing the present one. They instructed that I should contact my credit card company about a fraudulent charge. I contacted my credit card company ( Barclay ) immediately and informed them of the situation. The charge was at a pending status and they told me I had to wait until it posted to the account and then contact them back about a disputed charge. I contacted Barclay numerous more time times providing information about the fraudulent charge. No one from Barclay has ever contacted me requesting information as they have claimed in denial letters : and when I called asking what the information requested was, I found it was information that I had already verbally given every time I called the company. Barclay sent letters of denial for various reasons : more information needed that was not provided, activity is valid based on the transaction being part of a recurring charge or subscription, activity is valid based on my previous purchase history with the merchant, and twice notified that based on information available concluded that the transaction is not fraudulent.

In several phone calls I placed to Barclay I have provided them with information they requested during such calls. I gave them a list of all items purchased ( that I obtained from XXXX ), I informed them that XXXX discovered in their investigation that my account was hacked ; the email address, phone number, and password changed which is why I could not get into the account. I provided them with the reasons for the XXXX credits posted to my account from XXXX that Barclay determined was refunded for the supposed fraudulent charge ; XXXX was for an item I returned to XXXX after the fraudulent charge and XXXX was for the reimbursement of my remaining XXXX + membership due to the closure of my account because of a fraudulent charge. Barclay told me I had to have XXXX send me an email stating that my account was closed due to a fraudulent charge. I contacted XXXX with the request and they informed me that they do not send such notifications and that it is not my responsibility to gather such information, rather it is the credit card companies responsibility. All they would have to do is call the XXXX + XXXX department, provide the email address and name associated with the account in question and they would confirm that the account was closed due to a fraudulent charge. All information has been given to Barclay numerous times by me over the phone and in a letter dated XX/XX/2025 and faxed to Barclay on XX/XX/2025. Barclay is still claiming this is a valid charge and holding me responsible, stating ( as of today, XXXX XXXX ) that legally they can not can not contact XXXX since my card was stored on their account, nor can they talk to them if I would call XXXX right then on a XXXX way call with Barclay. They stated that the only way they can considering crediting the charge is by receiving written confirmation from XXXX that my account was closed due to a fraudulent charge, and then passing that on to Barclay. I have letters and hand written notes of phone conversations that I can provide if needed.

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