Consumer complaint received 2025-08-25 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: BARCLAYS BANK DELAWARE
State: CA

Complaint narrative:
Claim # : XXXX XX/XX/XXXX I called Barclays because I was locked out of my online savings account. I was told that the account had been locked because there was a request to link an external account ending in XXXX that did not match my name. I confirmed that I did not request to link that external account, that the account did not belong to me and that it appeared to be fraudulent. The representative assured me that they would block the external account ending in XXXX. She then helped me re-set my password and get access to my account. 
XX/XX/XXXX I attempted to login to my account and was locked out again. I was able to re-set my password and get access. I immediately noticed that {$120000.00} had been transferred out of my account that same day to an account ending in XXXX. I immediately called the help desk and explained the situation. The representative said she would open a ticket, but that she was unable to escalate the issue. I demanded that she escalate since the transfer only just happened and there might still be time to stop it. Despite my pleas she refused to escalate and/or get a manager involved. She said they dont have managers on the help desk. The unauthorized transfer of $ XXXX occurred. She assured me that someone from the bank analyst team would contact me. 
XX/XX/XXXX Called help desk again. Was told that the Bank Analyst Team was attempting to contact the recipient bank regarding the funds, but no further update. She assured me that Barclays would cover the transferred amount if they were unable to recover it from the recipient bank. She said I would be contacted as soon as there was an update. 
XX/XX/XXXX called again for status. Told there had been no update since XX/XX/XXXX. I again requested a manager call back and was given new manager call back ticket # XXXX. 
XX/XX/XXXX Called again, talked to XXXX XXXX. She told me that the Bank Analyst now told her it will take 30 days for an update about the fraudulent transaction. The manager call back ticket ( XXXX ) still has not been addressed. 
XX/XX/XXXX Called back after I missed the call back from manager, XXXX XXXX that I needed to close the account ending in XXXX and open a new account. Barclays would then issue a provisional credit in the amount of $ XXXX to cover the fraudulent transfer. He placed me on hold and then came back and said I would need to wait another 3 days before they will issue the provisional credit. He also opened a new manager call back ticket ( XXXX ) XX/XX/XXXX Called back, still no call back or response from Barclays. I was told that they sent an affidavit via U.S. mail on XX/XX/XXXX, that needs to be completed and sent back to Barclays. I can email it as well to : XXXXbarclays.XXXX Told that once I complete the affidavit, Barclays will credit the $ XXXX to my account. 
XX/XX/XXXX I finally received the affidavit in the mail. I mailed and emailed the Affidavit of Unauthorized ACH back the same day on XX/XX/XXXX. 
XX/XX/XXXX I called back to make sure they received the Affidavit and inquire about next steps. The agent confirmed that they received it, but she couldnt explain next steps. She told me that I needed to be patient. She also said that they would need to send me more documentation, but couldnt tell me what documentation or what it would be for. She also, re-requested that a manager call me back under Ticket # XXXX at XXXX XXXX on Friday XX/XX/XXXX. 
XX/XX/XXXX I called back because no one has contacted me yet. The help desk representative now tells me that they received my email with the Affidavit, but that they were unable to open the attachment. After talking with the Banking Analyst Team, he said they have the Affidavit and have applied the provisional credit, but that I will need to wait until the investigation is complete before I can access my account. It could take 30-60 days. The rep confirmed that I requested a manager call back on XX/XX/XXXX and again on XX/XX/XXXX but that no one has called me back. He said I can request another manager call back, but it will take up to 48 hours again for a call back. It has now been 31 days since this incident first occurred and I still dont have access to my bank account or funds.

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