Consumer complaint received 2025-10-08 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: NJ

Complaint narrative:
From XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ; {$6300.00} of fraudulent charges were made on my Barclays credit card. All of the charges were to XXXX. Upon receiving the statement in the mail, I called Barclays and notified them of the fraud. I spent two hours on the phone going line by line on my statement identifying which charges were fraud. There were about XXXX fraudulent charges in about XXXX week 's time. Barclays cancelled my card, issued me a new one and assured me the charges would be removed. I asked why the charges weren't caught in the first place. Yes, I use XXXX, but my monthly charges with them are probably {$100.00} to {$300.00}, certainly not {$6300.00}! So XXXX charges totaling {$6300.00} to one merchant were not caught. Yet, I get a text alert and email when I use the card in a different state! On top of that, the monthly average purchases I make on the card are generally around {$9000.00}. So the fraudulent XXXX charges pushed up my balance to over {$13000.00} that month. Another red flag missed by Barclays. After several billing cycles, the charges still weren't removed. So I called again, and again they assured me these things just take time. Now it's early XXXX and the charges are still on my card and they're accruing interest. I'm keeping a spreadsheet for myself so I know the correct amount to pay my bill. Incidentally, I never ever carry a balance. This card was opened in XXXX. Yes, XXXX! And I'll repeat it again, I never ever carry a balance. So when something like this fraud occurs ( and this is the only time it's ever happened ), I expect Barclays to do a thorough job at investigating the fraud for me. So I decided to write Barclays a letter in XXXX XXXX. I sent in the statement with the fraudulent charges highlighted and a cover letter asking what is happening, but I received no response until XX/XX/XXXX. Which is XXXX FULL YEAR after I initially reported the fraud. The letter in summary read ; based on information available to Barclays, we concluded the charges were made by you or your wife ( joint account holder ). I immediately called Barclays. A manager told me they received my letter but upon scanning it into their system because it's not a color scanner, the charges weren't clearly identified. So I ask incredulously, Barclays doesn't have a color scanner? So I'm instructed to resend the statement this time circling the fraudulent charges line by line. Which by the way, I had done on the telephone with a customer service representative ONE FULL YEAR ago. Incidentally, the manager told me there was no internal case reference for my fraud claim. So these two facts tell me the initial report of fraud in XX/XX/XXXX was never acted upon. After sending in the statement marked up in pen with circles, I get another yet another letter, saying I'm responsible for the charges. So again I call and a manager tells me there's a formality of me sending into Barclays a " statement of fraud '' which is me attesting to the fact that neither me nor my wife made or authorized anyone to make these charges. I sent that statement to Barclays. A week later Barclays told me again ; based on information available to Barclays, we concluded the charges were made by you or your wife. Now I'm an XXXX XXXX. I XXXX XXXX XXXX XXXX XXXX XXXX XXXX. So after a year of failure by a credit card company that I've had for 30 years, charging probably close to {$200000.00} over the life of the account, I decided to call XXXX myself. XXXX told me the charges were not linked to my XXXX account, but to a second XXXX account in my wife 's name. Of course, that is the definition of identity theft. Someone was using her name and our credit card. I asked XXXX to tell me the XXXX address of where the orders were placed from and asked where the orders were delivered to. They explained the account was flagged for fraud and closed over a year ago, therefore those details were unavailable. Now it makes sense to me! Barclays never investigated the fraud when I first reported it. Who knows where the information I gave them went in XX/XX/XXXX. By their admission, there was no case opened and they didn't have the details of the charges. Now a year later when I finally pushed them, the only information they can get from XXXX is the fraudulent account was in my wife 's name. Again, XXXX XXXX XXXX XXXX but I don't need to be one to tell you that's not proof that my wife made the charges. If Barclays did their job in XXXX, they would have gotten IP addresses and shipping information for the fraudulent charges and seen that neither match mine or my wife 's. I'm never paying Barclays the {$6300.00}. I nor my wife didn't make the charges. I've been a loyal Barclays customer for 30 years. It wasn't my motive and opportunity to charge {$200000.00} and then try to stick them with {$6300.00}. On top of that and I'm not saying law enforcement officers are immediately to be believed, but there's no way I would put my career and pension on the line for {$6300.00}.

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