Consumer complaint received 2026-01-23 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: IL

Complaint narrative:
On XX/XX/XXXX I was paying my credit card bills online when I noticed a large charge on my XXXX XXXX XXXX XXXX issued by Barclays Bank Delaware. It was for a {$2300.00} charge on XXXX that I did not make, my XXXX account was apparently hacked. As I did research, I found out the item, a laptop from seller XXXX was being delivered that day. I went to XXXX to report unauthorized activity since XXXX was linked to my XXXX account and the payment was authorized through them. I then changed all of my passwords for XXXX, XXXX, and my other accounts. It seems the hacker was hoping to watch my porch and steal the package after delivery since they had my address when they logged on to my XXXX account. I was able to get the package as soon as XXXX delivered it. When I tried to initiate a return on XXXX, they had locked me out of the ability to return the item because I had reported unauthorized activity to XXXX. I tried to contact the seller ANTOnline for help and they just told me to go through XXXX. On XXXX, I contacted XXXX and their customer service called me, and we spoke for XXXX minutes. Half the call was me explaining that my account was hacked and I wanted to return the item. After I kept telling her that I was locked out of initiating a return, she finally figured out I had reported the transaction to XXXX and she started to accuse me of buying it and trying to not pay. She said that they didn't have any reason to believe that my account was hacked because they would have locked my account if they had noticed it and refused to help me. On XXXX, I got an email that said my XXXX account was locked because my old password was being used by someone else. On XXXX, I called the Barclays credit card to report the fraud transaction. She transferred me to me to the merchant disputes department, and I explained that my XXXX account was hacked and I didn't make that purchase. They said they would investigate and take care of it. They called about XXXX weeks later and asked if I still had the item and I reiterated that I was locked out of returning the item and I just wanted to send it back and get my money back. They never asked me for any evidence for my fraud claim. On XX/XX/XXXX, I got a letter from Barclays saying they were denying my dispute because XXXX says I never contacted them to try to return the item. No evidence, just XXXX 's false statement that I didn't contact them. At this point XXXX knew that someone was trying to login to my account on XXXX and that we had a XXXX phone call on XXXX. They lied to Barclays to cover up their allowing my account to be hacked. The letter from Barclays stated I could send in my supporting documentation within 10 days. When I called the phone number listed in the letter for more info, she said I had to fax the documents, and she gave me a different fax number from the one printed on the letter and she said to use the second number. I faxed my documents and called them a few hours later to make sure they were received. They said they didn't get them and could take XXXX hours to get the fax. I called XX/XX/XXXX and they said it could take XXXX business hours and I should just wait. On the morning of XX/XX/XXXX, I faxed my documents again to both the given fax numbers and I called them later that day to check and they said they got them. On XX/XX/XXXX, I noticed my dispute was denied yet again and I called and was told that it was past the deadline and I didn't return the item and XXXX said I never contacted them. Which means Barclays didn't even look at my evidence because my documents prove XXXX is lying. I argued that the letter said I had 10 days to submit my fax and she agreed and said she would escalate my dispute. On XX/XX/XXXX, I saw no change on my dispute on the Barclays website and called and made the representative download and read through my evidence with me on the phone. She said she agreed with my evidence and would make sure my dispute got escalated. On XX/XX/XXXX, I called to check on it and since the representatives kept saying over multiple calls " the purchase that you made '' and I kept correcting them that I didn't make the purchase and my XXXX account was hacked, I had repeatedly told the representatives that it was a fraud charge. I asked if I had been dealing with the wrong department and the rep said that this was the merchant disputes department, so I asked him to transfer me to the fraud department. After holding, he said that the fraud department would not take the dispute because of the merchant dispute. So, this whole time my initial call on XXXX was transferred to the wrong department and they did absolutely nothing to correct their mistake and botched investigation. I was told it would take XXXX business days for them to review the escalation. On XX/XX/XXXX, I called to follow up and was told that it was denied because it was past the deadline and I didn't return the item. Which means the same investigator that didn't look at my evidence the first time refused to look at my evidence yet again. I requested a manager callback to see if someone there would actually try to do their job and help me. On XX/XX/XXXX, I got a manager callback and he told me that the deadline for me to send my documents was XX/XX/XXXX. When I had called multiple times on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX to check on my fax, no one ever said anything about a XX/XX/XXXX deadline. They just kept telling me to wait XXXX hours. Barclays has been mishandling my fraud claim from the very beginning transferring me to the wrong department, not looking at my evidence, giving me wrong fax numbers, telling me to wait, delaying without informing me of a deadline. I feel they intentionally sabotaged my dispute so that they don't have to pay.

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